Experience in Sharepoint, Infopath, Workflows, Application support

Ms. Kashmira R. Pawar

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

Cell No: 779-***-****

Career Objective:

“To work in an organization where I can expose my experience and knowledge for the attainment of organization’s goal and having a long term relationship with continuous career growth.”

Summary:

3 years of rich work experience in the domain of L2 Application Support.

Good experience in L2 support for handling user service request within defined SLA.

Professionally dealing with customer support, operations, service level maintenance as well as retention & quality analysis.

Extensively worked with Development and Support teams for successful implementation of Changes.

Excellent analytical and critical thinking skills with ability to grasp new things quickly.

Good team player with strong interpersonal skills.

Experience in handling escalated user tickets

ITIL Certified.

Experience:

Organization Name: Atos India.

Client: Global

Role: L2 Application Support Engineer

Supporting SAAS (Software as a service) application in Atos India PVT LTD since December 2012.

Responsibilities:

Providing 24*7 supports at L2 level.

Monitoring the system and keeping it up and running 24*7.

Carry out a thorough sanity checkup for the production application every day before the start of business.

Work on incident and change management and efficient in solving the issues raised by end users and clients.

Resolving user queries raised through the SDM12 (Ticketing tool) within the defined SLA.

Monitoring the Application and the system alerts and resolving them at the earliest.

Performing health checks on the applications on daily basis.

Extracting the reports as per the user requests.

Provide support for the Production changes on weekends as per the requirement.

Using SQL queries to troubleshoot orders as well as query historical data for compliance purposes.

Work with development and support teams to run QA testing of new application builds.

Work with business community to collect new application requirements.

Involve in change management process and meetings.

Creation of documents for future reference.

Training the new members in the team and getting them productive quickly.

Technologies:

Front End: Java, .Net

Back End : SQL Server

Service Delivery Management

Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client;

Knowledge of the various SLA and the performance measures required to manage the agreements and the relationship with the clients;

Experience in customer relations skills to understand client concerns and requirements;

Worked on complex customer issues;

Experience in project and program management;

Performed Ticket Management.

knowledge of SDM12 and SDM 12.9 (Ticketing tool)

Incident Management

Experience in handling the issues/bugs found in the application and resolve the incidents with the help of ticketing tool(SDM 12)

Experience in handling priority1 incidents within given SLA.

Assigning the incidents in the team through ticketing system

Worked at level 2. Providing solution to users in case of issues they face while using application.

Change Management

Experience in change management and release works.

Worked on testing of the delivered changes.

Experience in implementing changes and delivering them on time.

Problem Management

Raised problem request of the major issues and following them up until resolved.

Project Details:

Project Name: Sharepoint

Sharepoint 2010 –

Have worked on Sharepoint 2010.

2 years of experience in SP 2010.

Good exposure in Workflows, SharePoint Designer 2010, and web parts, InfoPath 2010, Good knowledge of Central Administration SharePoint 2010.

Knowledge about how to write FTS&R and PoT.

Has played role of SharePoint application support

Worked on managing permissions of users on various areas of sharepoint.

Worked on audit reports, web analytics report.

Worked on creating sites, libraries, list, and various options related to it.

Knowledge about pages and web parts in sharepoint

Performed testing during releases.

Introduced to power shell script.

Worked on Infopath.

Worked on Designer Workflows, page designing.

Worked on moving content using Docave tool, manage content structure, open with explorer etc.

Experience in various features of sharepoint 2010.

Created documents for user’s reference.

Good Knowledge of DocAve tool.

Worked on Change Management and Releases.

Worked on Testing after functional releases.

Project Name: Sharepoint

Sharepoint designer 2010

InfoPath 2010

Stepping server.

DocAve Tool for content migration in SharePoint 2010

Central administration for SharePoint 2010.

SDM-12 and SDM- 12.9.

Project Name : Livelink

Livelink – Content Server –

Have worked on livelink 9.7.0 and 9.7.1 for 2 years. Also looked into CS 10

Extensive experience with analysis, implementation & Support of Livelink Application.

Efficient in solving the issues raised by end users and client.

Worked on incident and change management and efficient in solving the issues raised by end users and clients.

Experience in creating projects and communities and managing the access level.

Worked on managing permissions of users on various areas of livelink.

Knowledge of livelink database.

Worked on Livereports to fetch information from livelink database.

Performed monitoring of the livelink server.

Checking of logs in case of any issue with the application.

Introduced to Livelink Builder, OScript and LAPI.

Raised, resolved and investigated priority 1 tickets during issues of servers.

Investigated the logs for finding cause of server issues.

Created documents for user’s reference.

Introduced to archive server.

Livelink External – Content Server –

This area of livelink (Share) is used to share the data which can be accessed by client (people outside organization)

Investigated on the various issues in the application

Efficiently solving user issues and fulfilling user requirements.

Providing proper level of access to the users.

Extensive experience in domain creation and analysis.

Created documents for user’s reference.

Provided solutions to issues faced by users in the application.

Worked on service request of users.

Certifications:

Certification name

Year of Certificate

ITIL Foundation

2015

Educational Qualification:

Degree/Diploma

Year of Passing

School/College

Board/

University

Percentage %

Class

B.C.S

2011-12

P.V.G College of Science

Pune University

Principle- 63.91

Grand- 66.05

First Class

First Class with Distinction

H.S.C

2008-09

Muktangan English School & Jr. College

Maharashtra Board

71.83

First Class

S.S.C

2006-07

Muktangan English School

Maharashtra Board

84.30

First Class with Distinction

Extra-Curricular Activities:

Co-curricular Activities:

Participated in Dramatics during Graduation year.

Won prize for lights management in Dramatics in the year 2011.

Personal Details:

Date of birth : 29/12/1991

Strengths : Good Communication, Leadership skill, Pressure

Handling Skill, Hardworking, Self-motivated,

Eager to learn.

Hobbies : Interacting with people, Dance

Languages known : English, Hindi, Marathi, learning German.

Declaration:

I hereby declare that this all information furnished in this document is accurate and true to best of

Knowledge & belief.

Thanks & Regards,

Kashmira R. Pawar.

Contact this candidate