Service Engineer

Contact : 916-***-****

ANUSHREE RAY

E Mail : **********@*****.***

Address : Aster Residency

Flat No-1, 2nd Floor, Block-A

**,***** ***** *** ****

Kolkata-7000039

Professional Summary

• 5 yrs of experience in System Administration,Operations (Client Specific Application Support)

Global Service desk and Desktop support

• Microsoft Certified System Administrator (MCSA)- Server 2003, Server 2012

• Microsoft Certified Professional (MCP)- Windows XP

• Cisco Certified Network Associate ( CCNA )

• Worked on Windows XP,Windows 7, Server 2003 environments.

• Trained and completed MCSA 2012 server certification.

• Excellent analytical abilities, interpersonal and communication skills.

Able to negotiate efficiently and Meticulous planner .

•

Skills Profile

Technical

Operating System Windows XP Professional, Windows Server 2003,Windows 7

Environment Client/Server

MS Office, Lotus Notes 6.5, Active Directory, RIS, SMS

Applications

Microsoft Office, DK Online Helpdesk Tool, BMC Remedy Service Request

Tools

Manager,SG Easy,Sophos Safeguard,SCCM, Blackberry, SPA (Safeword Token)

Administration,Peoplesoft Nexus (Ticketing Sytem), NI2,Dashboard,HP OVO,GENIUS Weblogic

Server Console

TCP/IP, DNS, DHCP, VLAN, VPN

Networking

RSA Token, PGP Encryption, Safeword Token

Desktop Security

Others Active Directory, Troubleshooting network,desktop and software application issues, Wireless,

Blackbery,Cisco VPN connectivity,Mainframe and citrix issues,Encryption software

Management (Sophos and Sgeasy ), Network Link Monitoring- Big Brother

Anushree Ray

Functional

• Participated in Capgemini Integration Meeting in Mumbai Office for UK and US

process.

Management and

• Assisted in various internal audits and submitted reports.

Leadership Skills

• Performed Call Assignments for different locations and undertook role of Global Shift

Lead In charge as well.

• Conducted Technical Trainings for new joinees in team as well as took IT Induction for

Training & new recruitments in the organization.

Development • Developed in-house knowledge portal for technical and process documents in

Capgemini and Syntel.

• Ensuring maximum customer satisfaction by providing them with pre/post technical

service assistance and achieving delivery and quality service norms

Customer Support • Collecting & collating data on specific repeated issues/complaints & taking

appropriate counter measures.

Professional Experience

I] Company : Syntel India Private Limited, Pune

Designation : Systems Engineer

Project : FEDEX EMEA - Network Operations and L2 Application Support

Duration : 26th September 2011- 20th September 2013

Roles & Responsibilities

• Diagnosing and Resolving issues of Client Specific Groups of Critical Applications like EISTC,

RIH,GENIUS,DELTA-X etc for EMEA region.

• Monitoring and taking necessary actions for Critical alerts on Dashboard and HP OVO thereby

maintaining the threshold values of different queues and topics ensuring proper functional flow.

• Maintaining Ownership of Incidents created ( alerts or user reporting issues through email/call), ensuring

status update and resolution as per designated Priorities and SLA.

• User management in Active Directory – User Creation, Disabling/enabling IDs in ADS

• Monitoring and troubleshooting issues of the weblogic servers (escalating to L3 if not resolved) and

patching of windows servers..

• Outlook issues, VPN connectivity problems,supporting Blackberry accounts for users and

Troubleshooting the issues related to Blackberry account.

• Coordinating with BT for network link flapping/down issues.

• Resolving IT related issues for laptop, network printers, scanners.

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• Creation, modification and deletion of user ID, Emails, DLs, access groups, shared folders using Active

directory.

• Remote Troubleshooting of Domain related issues.

• Devising knowledge items on resolving steps of different issues and incorporating approprioate changes

in processes in coordination with clients.

• Performing quality audits of incidents on daily basis and suggesting improvement actions.

• Providing in-depth knowledge about functioning and troubleshooting application issues to newly joined

team members.

• Supervising the weekly client calls to discuss issues, enhancements to existing process flow, escalations

etc. and accordingly guiding the team on the same.

Key Achievements :

Awarded for successfully clearing the Client Evaluations from FEDEX Belgium.

Was part of the Team award from Syntel for contribution to Service Operations.

II] Company : CapGemini India Private Limited,Pune (IT Infrastructure Support Team)

Designation : Software Engineer

Duration : 29th December 2008 - 31st December 2009 ( Teamlease Payroll)

1st January 2010 - 22nd September 2011 ( Capgemini Payroll)

Roles & Responsibilities

System Administration :

Actively contributed to Kanbay to Capgemini Domain M igration,coordinating with vir tual

teams tensuring eradictaion of issues inf licted due to migration.

Applying Service Packs & Patches to images created.

User management in Active Directory – User Creation, Disabling/enabling IDs in ADS

Mailbox M igration.

Identifying, t roubleshooting and resolving a wide range of end-user workstation issues both at

hardware level

Troubleshooting network connectivity issues and escalating to higher levels as per necessity.

Installation of softwares through Remote sessions using SCCM Client and Netmeeting.

Maintaining passwords, data integrity and file system security for the desktop environment.

Performing preliminary desktop hardware repair for machine and peripherals that are not

covered by third-party vendor maintenance agreements.

Ensuring proper installation and maintenance of Network printers and Scanners .

Identifying and removal of viruses for reported incidents,ensuring installation and configuring

t he AV with latest Updates.

Assisting users with Wi-Fi connectivity,configuration and t roubleshooting both hardware and

software components.

Maintaining, t roubleshooting, and providing technical support for laptop and desktop hardware

p roblems.

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Anushree Ray

Coordinating with Desktop team for resolving Domain issues,client connectivity issues and

patch management on server and client machines.

Assigning File and Folder Permissions.

Installing SMS / SCCM in client machine and Updating Antivi rus.

M inimizing downtime and keeping all users informed on issues and progress.

As an Application Support Engineer :

Supporting Cisco VPN issues across different locations and managing complete administration,

configuration & assigning of Safeword Tokens.

Responding to IT Related Service Requests reported by end users for Desktops,laptops,

B lackberry, Printer, Pushmail on Iphones and associated applications like Outlook, lotus notes,

C it r ix,Mainframes, Quality Centre links and other Client urls etc in US, UK, Pacific Region &

across other locations India, based on established support procedures and SLAs.

Identifiying, diagnosing, and resolving Level One issues raised by users related to installation,

configuration of softwares,licensing issues etc.

Creating and supporting Blackberry accounts for users and Troubleshooting the issues related

to Blackberry account.

Installation, configuration and recovery for desktop/ laptop encryption using Sgeasy/Sophos

Safeguard tool.

Software installation / deployment using SMS /SCCM.

Resolving end-user network access, mails and internet access incidents

Installation, Configuration and Troubleshooting of Lotus Notes,Cit r ix,Outlook and extraction

of Lotus Notes ID file for the configuration purpose.

Physical assistance during VC calls. Setting up Video Conferencing between various Capgemini

and Client locations, and providing service to them.

Global Helpdesk Support :

• Responsibilities included answering help desk questions, providing over-the-phone assistance to staff

members, and documenting reports of service calls.

• Managed Help Desk services which included answering queries related to reported requests verbally or

through remote assistance and thereby documenting reports from service calls

• Supporting Capgemini FSSBU Associates in worldwide offices of Capgemini or at client locationby

phone, email & by remotely logging into their computers by means of SMS, Remote Desktop (RDC) &

Net Meeting, Remote Assistance (RA).

• Reducing Help Desk calls by 40% by developing Frequently Asked Questions (FAQs) page and

consistently educating the users.

• Managing shifts for 24 x 6 remote support desk as a Shift Lead. Re-distribution of service request to

appropriate teams and associates as required. Arranging support staff for the physical support and

handling Escalations.

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• Maintaining documents of IT Policies and Procedures for support staff, documenting general

troubleshooting steps and Listing Tools useful in resolving the issues quickly. Streamline IT Process as

per changing business needs and to enhance overall efficiency and customer satisfaction.

• Providing timely responses to queries, Incidents and Problems as defined in SLAs

• Handled critical situations with irate customers, coordinating with Level 2 teams during server or network

outages.

• Managed the queue of escalated calls/issues and ensure escalations get timely resolutions.

• Monitored Network links,booked dockets with respective vendors in case of link down and coordinated

resolution of outages with network team and vendors located across different time zones.

• Troubleshooting Active Directory replication problems.

• Creation, modification and deletion of user ID, Emails, DLs, access groups, shared folders using Active

directory.

• Collaborated with telecom team to troubleshoot T1 lines and company-wide phone problems.

Console Administration :

• Symantec Console Administration for Providing USB Access on laptops and moving desktops/laptops to

point to different symantec servers as per location for downloading of updates.

• Safeword Token and Server Administration. Activation/Deactivation of Multilevel authentication token

(Safeword)

• Windows Domain Administration and Migration.

• System Deployment and maintaing Inventory of Computers.

• Booking of Conference rooms and VC-Connectivity

Key Contributions & Accomplishments :

• Customer Support & Satisfaction – Achieved high level of customer satisfaction through patient,

methodical approach to problem resolution, with majority of calls resolved within defined SLA’s .

• Was awarded Top performer of the month four times in continuation in the year

2009-10 and several other months as well.

• Provided inputs for defining service categories pertaining to different issues,emphasizing on features to be

implemented during integration phase of BMC Remedy Tool.

• Performed the task of Call Assignment and monitoring the work of other team members on weekly basis

and preparing report for the same for better service enhancements.

• Trained several new joinees in team as well as took IT Induction for new recruitments in the organization

making them aware of IT Policies and Procedures.

• Attended seminars and trainings on Encryption softwares to expand knowledge in solving complex

issues.

• Provided installation, configuration, upgrades and problem resolution (hardware and software) in a timely

and professional manner throughout tenure.

• Part of the 2 member team that has developed an in-house knowledge portal for technical and process

documents.

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Anushree Ray

III] Company : CMS Computers Limited, Pune

Designation : Associate Technical Engineer

Client Site : DBS(Development Bank of Singapore) Bank,Pune

Duration : 1st October 2008 - 27th December 2008

Roles & Responsibilities

Managing daily backup of File server and Backup Server using IB M Tivoli Storage Manager.

Checking disk space of servers.

Creating and managing users in Active Directory

Implementing and managing Group policies

Installation of OS and software applications used in the bank.

Managing LAN network and Troubleshooting hardware and network related issues of

machines.

Installation and t roubleshooting of network Printers and Scanners.

Antivirus Updation on Servers,Desktops,Laptops and standalone machines.

Configuration and monitoring of Avaya Telesoft IP Phones.

Maintaining Asset Inventory.

Certifications

• Microsoft Certified System Administrator (MCSA) Server 2003, Server 2012

• Microsoft Certified System Administrator (Messaging)

• Cisco Certified Network Associate ( CCNA )

Training and Seminars

Courses/Presentations attended:

• Training on Sgeasy and Sophos Encryption Software.

• Training on Cisco and Alcatel Phones.

• Seminar on Windows 7

• Trainings on IT Processes, Call Categorization and Priority, Call Commenting, Call Handling (Assignment,

Re assignment, transfer).

Courses/Presentations conducted:

• Mentoring learning Programs for new recruitments in Service desk team.

• Induction programs for Fresher/experienced associates joining the organization.

• Training on enhancements and features that are incorporated in BMC Remedy tool.

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Academic Qualification

Completed BE (Electronics and Telecommunication),2007 from Padmashree Dr. D Y Patil Institute Of

Engineering and Technology, University Of Pune.

Personal information

Date of Birth : 6th March, 1985

Nationality : Indian

Languages Known : English,Bengali,Hindi

Sex : Female

Marital Status : Married

Declaration

I hereby declare that all the information furnished above is true and correct to the best of my knowledge and

belief.

Place : Kolkata

: December 15, 2014

Date Anushree Ray

7

Anushree Ray

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