Engineer Management Service Technical Support
**/* ****** *, ****** City, Gurgaon, India - Mob: + 91-991*******
IT professional with experience in leading and providing service desk, help desk and application support to corporate clients across diverse industries. Also, proficient in handling client communication & team management.
• A certified ITIL V3 professional currently working with NIIT Technologies, Noida as a Team Lead – Infrastructure
• Around 8+ years of experience in service desk, technical support & application support and team management
• Experience of successfully transitioning service desk and various applications support team projects
• Excellent team building & mentoring skills
• An effective communicator with strong analytical, decision-making & problem solving abilities
• Attended PMP training
Global Clients worked for:
• AOL, UK
• Bank Of America, US
• Dixon Store Groups, UK
• SITA, Across globe
• Tesco, Asia Pacific
• Hewlett Packard, US & Asia Pacific
• NIIT Technologies, India Jan’08 – to date
Company Profile: NIIT Technologies is a leading IT solutions organization, servicing customers in North America, Europe, Middle East, Asia and Australia. The Company offers services in Application Development and Maintenance, Managed Services, Cloud Computing and Business Process Outsourcing to organizations in the Financial Services, Insurance, Travel, Transportation and Logistics, Manufacturing and Distribution and Government sectors.
Job Profile : Incident Manager
Client : US based client
Location : Noida
Role : Incident management.
• Incident Management – Manage and coordinate activities during overall incident life cycle for the client
• Manage severity 1 outages and ensure that the restoration is done within the Service level agreement with the client
• Regularly updating the relevant stakeholders, thru emails and phone, apprising them of the status of critical and high priority incidents
• Join and chair bridge calls for resolution of critical and major incidents
• Service Level Management – Co-ordinate with various on-shore hardware vendors to resolve incidents and outages within the agreed timelines
• Actively monitor outstanding incidents and email daily/monthly reports with incident ageing, SLA status to entire management
• Change Management – Represent incident management & service desk team at the change meetings
• Coordinate with Release Management team during implementation of changes.
• Regular follow up on RCA’s with resolver teams
• Conducting Trainings and awareness sessions on Incident Management and use of ticketing tool CA Unicenter for Internal as well as external teams
• Updating the knowledge base with the solution provided on various incidents
• New Services Transition – To co-ordinate with onshore resolver teams in transitioning new services to offshore teams and suggest process improvements & identify knowledge gaps
• Travelled to UK for transitioning of Service Desk process to offshore location. Was involved in creation of process documents, updating knowledge base, gathering technical knowledge and developing training content for offshore teams.
Awarded the ‘Best Performer Award’ (May 2010)
Tesco HSC, Bangalore Mar’07 – Jan’08
Company Profile: Tesco Hindustan Service Centre (HSC) is the global services arm for Tesco worldwide. We function as the pulse for the Tesco group providing key business services for Tesco operations globally.
Job Profile : Senior Support Engineer
• Managing the company infrastructure (in-house and remote locations) with respect to CA Suite like UDSM, UNSM, USD, eTrust etc.
• Managed all phases of CA suite deployment programs, including implementation & troubleshooting
• Involved in design and implementation of CA Network & Server Management for Tesco HSC India
• Implemented & supporting DSM for Thailand, Turkey and Tesco India. Supporting Unicenter Service Desk for Thailand, Turkey and Tesco India
• Delivering of IR/CRs within timelines, with acceptable or excellent quality
• Documenting the root cause and undertaking necessary resolution action properly in the tickets
HCL Comnet Noida (UP) Mar’06– Mar’07
Company Profile: HCL Technologies’ roots in India go back to the year 1993 when it’s wholly owned subsidiary HCL Comnet (The Infrastructure Services Division of HCL Technologies today) was instituted to focus on the domestic communication and connectivity services market. One of the early entrants in India market its first assignment was to partner with a leading Financial Institution to establish the world’s first floorless stock exchange. Over the years, HCL diversified its portfolio to provide end-to-end enterprise IT infrastructure solutions and went on to pioneer the Offshore Remote Infrastructure Management Industry in 2002-03.
Job Profile : End User Analyst
• Providing Service Desk/Technical Support to the Corporate Users in DSG Offices and also in Branches/Stores
• Was an active member of transition from UK to Chennai and then from Chennai to Noida. This includes visiting DSGi Offices, Stores and Warehouses in UK to understand the process, tools and gain knowledge about the same and then setting up the tools, phones at Offshore Centers (Chennai & Noida)
• Provide training and process updates to new and existing members
• Helping the Stores to keep their tills upto date and help them to install hardware and software as well
• Log all the calls on the tools used and resolve the tickets through the ticketing system
Bank Of America, Gurgaon Jan’06 – Mar’06
Company Profile: BA CONTINUUM Solutions Pvt. Ltd. (A nonbank subsidiary of Bank of America). BA CONTINUUM Solutions provides technical support to employees of Bank of America.
Job Profile : Technical Support Engineer
• Providing Support to the Bank of America customers
• Trouble shoot and fix the issues within short span of time with quality service
• Promoted to SME of the project
Wipro BPO, Delhi Feb’05 – Dec’05
Company Profile: Wipro Business Process Outsourcing (BPO) is a leading provider of BPO services focusing on the complex, voice and non-voice based segment of customer-care services. The integrated solution approach provides enhanced value to the customers through process standardization, process simplification and process optimization. Customer services are provided from outsourcing companies in North America, Central and Eastern Europe, India, China and Latin America.
Job Profile : Technical Support Engineer
• Providing Technical Support to the AOL UK Broadband customers
• Help trouble shoot the wireless and other internet related issues
• Promoted to Level 2
• Take escalation calls which were not resolved by L1 support and solve them
vCustomer, Delhi Aug’04 – Dec’04
Company Profile: vCustomer is a leading provider of customer care contact center solutions and services. We leverage the right blend of innovative technology, business analytics and industry expertise to consistently deliver customized, high quality, cost-saving services and solutions.
Job Profile : Technical Support Engineer
• Providing Technical Support to the HP customers
• Trouble shoot and fix software and hardware issues within short span of time with quality service
• ‘O’ Level: 1 year (Completed in 2001) Basic Diploma in Computers
• ‘A’ Level: 1 year (Completed in 2002) Advanced diploma in Computers
• ‘B’ Level: 2 years (Completed all the papers in 2005 and project in 2008) Equivalent to MCA
• Bachelors of Arts (Completed in 2005)
IT Service Management (ITIL) V3 Foundation certified
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