Management Technical Support

RESUME

|Name: | Sachin Rajshekhar Patil |Cell1:|976-***-**** |

|Email:| *************@*****.** |Cell2:|917-***-**** |

OBJECTIVE:

To obtain a responsible and challenging position where my education and

work experience will have valuable application.

WORK EXPERIENCE:

Total 5.4 years of experience in IT & BPO as mentioned below:

Current Organization: Fiserv India Pvt. Ltd.

Position: Sr. Associate - Technical Support.

Current CTC: 3.50 LPA

Duration: March 2009 until now

My Skillsets:

. Linux Administration on RHEL.

. Knowledge of basics Linux concepts, file systems, permissions.

. Exposure to managing servers remotely using KVM, PCAnywhere consoles.

. Extensive knowledge of standard Linux services.

. Basic troubleshooting skills.

. User & Group management skills.

. Excellent communication skills, written and oral.

. Script reading and making changes.

. Certifications:

> 'C' Language (NIIT)

> MH-CIT

> ITIL @ V3.

> Preparing for RHCE & RHCVA Certifications.

Current Project - Checkfree Pay

Job Responsibilities:

. Level 1 support for incident management through Remedy & assigning

ticket through Alarm Point

. Resolving the any issue related to HP UNIX servers at L1/L2 level.

. Providing group(s) accesses to various users (programmers).

. Manually FTPing the files to the client servers.

. Dealing with production scripts whenever script fails to send a file

and then sending those file back to clients manually.

. Managing the file systems on servers.

. Managing Storage Units using Data-Protector and Comvault.

. Ensuring the replication of data at DR site.

. Providing PC anywhere access to developers/programmers on windows

servers.

. Encrypting/decrypting files in UNIX.

. Compressing/decompressing files in UNIX.

. Resolving incidence tickets using BMC's tool remedy.

. Monitoring Windows2K3 servers with its applications like Active Batch

Scheduler, Admin Scheduler, NetPay Schedulers, etc.

. Monitoring alerts and notifications using Alarm point, MS exchange and

MS access.

. Managing UNIX schedules jobs in Cron.

. Managing batch jobs, schedule task using Automate tool in windows.

. Network Monitoring ActiveXperts, Solarwinds Orion, WatsUpGold, etc.

. Monitoring Applications for the clients on Sitescope and making sure

they are up and running.

Tools and OS:

. Putty for HP UNIX Servers

. HP Open View for event view.

. Symantec's PCAnywhere & KVM (Dell) for windows servers.

. BMC's Remedy @ V 7.3 for tracking an incidence/issue.

. Dataprotector/comvault for managing backups and storage.

. MS exchange/ MS Access / Alarm point for monitoring alerts and

notifications.

. Automate 4 for job scheduling.

Last Project: Stone River Workers Compensation (BPO Sector)

Job Responsibilities:

. Assisting the supervisor in process related responsibilities such as

rebill reprints, letters, and attendance management along with

maintaining individual profile of meeting collection targets.

. Continuous motivation for achieving maximum collections e.g. fetching

more claims.

. Managing the team in every manner in the absence of the supervisor.

. Timely completion of rebill reprints, letter audits for quicker

invoice processing leading to maximum collections.

. Couching New/Tenure Associates.

. Checking associate claims for verification done on claims, correct

documentation, entity called, DNC.

. Helping associates on providing solutions on any given scenario.

. Ensuring associates close action items/EOBs correctly, not resulting

in client escalation.

. Ensuring associates work and perform according to the process/client

guidelines which do not result in any client escalations.

. Maintaining team spirit within the team by bonding with every team

member.

. Following HIPPA Laws while making outbound calls.

Achievements:

. VIP reward for outstanding contribution to collections.

. Also served as a floor walker, after 6 months of my production to help

new associates on floor.

. Mentoring team, which also involved assisting the supervisor in

managing their profile.

. Created and worked on Action Plan for an associate from the team,

needing personal attention for improvement in Quality which resulted

in the associate now exceeding quality targets.

. Got transferred to IT Sector through IJP(Internal Job Posting)

Previous Organization: Infosys BPO (Pune)

Position: Process Executive

CTC: 1.45 LPA

Duration: Dec 2007 to Feb 2009

Job Responsibilities:

. Providing technical support for the ISP Customers and solving there

issues.

. Setting up the dial-up account or doing plan changes.

. Logging the incident through Remedy Tool.

. Bill corrections through Seibel Application.

. Team Management.

. MIS (Daily reports of AHT, FCR 1-2, Attendance Report, Quality

Report).

. Call Monitoring & Feedback (conducted mock calls for the new batch)

. Implementing action plans for continuous improvement

. Taking Escalation Calls.

. Taking training within team for associates whose Customer Survey is

below 4-7(neutral).

Previous Organization: Tata SerWizSol (Tata Business Support)

Position: CCE (Customer Care Executive)

CTC: 88 Thousand/PA.

Duration: May 2007 to Dec 2007

Job Responsibilities:

. Outbound calls to the Tata Customers who serviced there vehicles.

. Daily 120 survey used to be done

. Taking feedback from the customers and taking actions on it.

SCHOLASTIC CREDENTIALS

International Master in Business Administration- Year- (2011)

|Institute: |Jaro Education |

|University: |United Business Institute, Belgium, Europe |

|Result: |First Class |

Bachelor of Commerce (B.Com) - Year- (2007)

|Institute |D.A.V Velankar College, Solapur |

|University |Shivaji University, Kolhapur |

|Result: |Pass Class |

Higher Secondary School Certificate (HSC) - Year- (2003)

|College |D.A.V Velankar College, Solapur |

|Board |Pune Board |

|Result: |Pass Class |

Secondary School Certificate (SSC)

|School |P. S. English Medium High School, Solapur. |

|Board |Pune Board |

|Result: |Pass Class |

EXTRA CURRICULUM ACTIVITIES

. MCC 'A' grade certificate of 9 Maharashtra Battalion, at school level.

. Participation in social activities like Blood Donation Camp.

. Cultural events activities in inter college festival.

. Participated in different sports at school and college levels.

CONTACT DETAILS

Mailing Address

Sachin Patil,

C/o Mr. Gadgil,

1066/B, Snehkamal Apt.,

Model Colony, Shivaji Nagar, Pune-16.

Email: *************@*****.**

Mobile: 976-***-****

PERSONAL MINUTIAE

Date of Birth: 3rd December 1984.

Languages known: English, Hindi, Marathi, Kannada.

Capabilities: Adaptive, Willing to work in groups and able to lead group

activities, Able to work in new and challenging environment

Sachin Patil

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