Highly capable and energetic IT consultant with 3 years of experience of providing excellent customer support in banking and finance domain. Looking for work as a customer support specialist to use my analytical and technical knowledge.
System Engineer/Customer Support Specialist March 2017 – Jan 2018 Tata Consultancy Services, Pune India
Production support for Banking and Finance domain for Morgan Stanley as Technical Lead.
Shell Scripting to automate RFBs for known customer issues and performing until the JIRA is fixed.
Organized KT sessions to offshore team maintaining, updating and prioritizing tickets to meet the customer SLA.
Drive and collaborate weekly meetings with Client and Developers for enhancements of project.
Providing troubleshooting and upgrades to help clients maintain their oracle SQL database infrastructure.
Performing analytics and reporting using MS Excel VLookups and Pivot table.
Assistant System Engineer/Associate Customer Support Specialist March 2015 – March 2017 Tata Consultancy Services, Pune India
Worked in Fixed Income and Equity Derivative Products application as support Team for Morgan Stanley.
Provided 2nd line 24*7 technical support for reference data applications including on-call and handling alerts escalated by Level 1 team and issues raised by customers.
Acquired sound knowledge in ITIL/ITSM processes such as incident management, change management, problem management and using them while supporting the applications.
Prepared Knowledge Articles with steps provided by development team for known issues and new applications.
Operating System: Unix, Linux, Shell Scripting, Sybase Adaptive Server.
Database: Oracle SQL, DB2, Sybase.
Tools: TCM, Jira, ServiceNow, Autosys, MQ, Microsoft Office Suite, Mainframe, Splunk, Slack, BlueJeans.
Bachelor of Engineering (Electronics & Instrumentation) Aug 2010-July2014 77.06% Gautam Budh Technical University, Lucknow India.
Intermediate 2010 75.75%
Career Convent College. (ISC Board), Lucknow India.
High School 2007 81.00%
Career Convent College. (ICSE Board), Lucknow India.
Control Operation of Boiler Final Year 2014 and Car Parking and Washing System Summer Training 2013 using PLC and SCADA.
Seminar on Nokia morph nanotechnology in 2013 and Do Aliens Exist in 2012.
ACHIEVEMENTS & CERTIFICATIONS
Appreciation from client for maintaining critical applications and resolving outage calls.
Won Silver Medal for final year project Control Operation of Boiler Through PLC and SCADA in 2014.
Certificate of Merit for securing 76.80% in 3rd year and 84.25% in 4th year of bachelor.
Address: 396 Ano Nuevo Ave, Sunnyvale, California. Phone: 650-***-****. E-mail: firstname.lastname@example.org