Customer Service Support, Application & Production Support

RESUME

Hari Kishore Seela

VastuSafalya CHS,

Ghansoli,

Sector-4,

Navi Mumbai,

Maharastra - 400701

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

Mob No. 983-***-****

CAREER VISION

A challenging career as a Software Professional in an organization that lends me a supportive and co-operative learning environment with extensive chances to contribute and diversify my knowledge & skills.

SKILL SET

INTERPERSONAL SKILLS

Ability to understand & act on daily changing priorities.

Strong written & verbal communication skill.

Strong attitude to learn fast.

Ability to work in a Team Environment, Hardworking and dedicated.

TECHNICAL SKILLS:

Languages : SQL, UNIX, Linux

Operating System : Windows XP, Windows Server 2003, UNIX on Solaris, Linux

Databases : Oracle 9i, MS-SQL Server 2005/2000, MS Access

Software’s/Tools : Toad, PL/SQL Developer, Putty, SDP, Geneva, EditPlus, WinSCP

MS-Office, BMC Remedy, Opennet, Citrix, Business Objects, Remedy, CRM, SDP, Putty, Big Brother, Check MK, Jira, Thruk, MRTG, Nagios, UTS (Remedy BMC Tool), Django, Sentry, Kibana, Freshdesk, ProctorTrack, Zabbix.

Dataware Housing Tool: Informatica Power Center 8.6

LMS Applications : Hosted, Canvas, eCollege, Moodle

WORK EXPERIENCE

Having 5.3+ Years of Experience as a Technical Support and as an Application & Production, Product Support and as well as handling Service Desk & Help Desk Operations including Cloud Application Support.

PROFESSIONAL WORK EXPERIENCE

Name of the Organization : Reliance Jio Infocomm Ltd (RJIL) - Reliance Industries

Designation : Deputy Manager

Duration : Jan 2016 to Present

Role : Team Member/ Incharge

Project : CAS (Cloud Application Support)

Technical Environment : Linux, Windows

Software : HPSM, Zabbix, WinScp, Putty

Monitoring Tools : Zabbix.

Project Description:

Providing 16*7 support for cloud provisioning platform including ticket management, troubleshooting, analyzing system logs, validating system integrations and data integrity.

RESPONSIBILITIES:

Handling Cloud Application Support Team.

Direct reporting to VP/AVP of the organization on Private Cloud Application Support platform.

First Point of Contact to all the Customers and DevOps(Development & Operations) L2/L3 and Management Heads.

Tracking all the input and output data and also monitoring the process as a project Incharge.

Investigate new or existing incidents by replicating the issue in house and discussing with the related departments

Providing Technical Support to domestic/international customers.

Understanding of customer requirements by collecting customer information and analyzing customer needs.

Installation of Zabbix Application and adding users.

Checking alerts for Production & Staging environments via Zabbix Monitoring and highlight to the L2 /L3 teams if not solved at our end.

Start & stop of various fuel nodes, contrail services and routers when getting any alerts by taking as a high priority with the proper approval and by maintaining appropriate downtimes.

Handling Windows Administration tasks as well.

Handling bridge calls, Checking status level SLA’s and generating reports based on that i.e, Ticket Management handling by using HPSM (for all Service Requests, Incidents & Problem Management) by maintaining ITIL process.

Setting up of VPN connection to the new tenants and users.

Dealing with clients by call and on chat & escalating to next level if not solved at our end to resolve and finding the solution.

Well versed with ITIL Process.

Name of the Organization : Verificient Technologies

Designation : Product Support Specialist

Duration : Dec 2014 to Dec 2015

Role : Team Member/ Incharge

Project : Remote Proctoring System (ProctorTrack App)

Technical Environment : UNIX, Python

Software : Remote Proctor Software, EditPlus, Unix

LMS Applications : Hosted, Canvas, eCollege, Moodle.

Monitoring Tools : Django Tool, Sentry, Kibana, Fresh Desk.

Project Description:

Providing 24*7 monitoring & handling freshdesk support for the clients who is using ProctorTrack App (Remote Proctoring Software) system for online examinations.

RESPONSIBILITIES:

Handled Fresh Desk operations. And direct reporting to CEO & VP of the organization.

Tracking all the input and output data and also monitoring the process as a project Incharge.

Keep up-to-date on all aspects of assigned programmes, including course materials, lesson plans, instructor schedules, etc.

Worked as a Team Member/Lead for Product Support Team on giving support to ProctorTrack Application users who is facing difficulty by using this app on online certification examinations.

Handling bridge calls, Checking status level SLA’s and generating Fresh Desk report summary based on Ticketing summary of calls handled.

To deal with Online clients by call and on chat & escalating to next level if not solved at our end to resolve and finding the solution.

Provide real-time responses to student enquiries during live webinar lessons via online chat.

Building relationships with individual clients via email and online chat.

Well versed with ITIL Process & also working on Machine learning tool.

Name of the Organization : Magna Infotech

Designation : SUBJECT MATTER EXPERT ( SME )

Duration : Oct 2012 to Dec 2013

Title : Subject Matter Expert ( SME )

Client : AMDOCS

Role : Team Member/ Incharge

Project : PSG Tier2 Cluster C – GSSI Production Support.

Technical Environment : UNIX and SQL

Software : Toad, PL/SQL Developer, Putty, EditPlus, UTS (BMC

Remedy Application), CSM Application

Monitoring Tools : Script Wizard Tool, Update Monitoring Tool ( UTS Monitoring )

Project Description:

Worked as a SUBJECT MATTER EXPERT (SME) which comprises of On-site 24*7 providing End to End system with Tier2 Support for SPRINT Telecom from AMDOCS GSSI.

RESPONSIBILITIES:

Handling Service Desk operations.

Tracking all the input and output data and also monitoring the process as a project Incharge.

Worked as a Team Member for Production Support Team for Amdocs Tier 2 Cluster C production support by monitoring mails and generation of reports.

Handling bridge calls, Checking status level SLA’s and creation of CC (Change Controller).

To deal with CSM (Customer service Management - CSM users: CSR (Customer service representation.

Well versed with ITIL Process.

Name of the Organization : Synchronica

Designation : SOC Specialist

Duration : May 2012 to Oct 2012

Title : SOC Specialist

Role : Team Member

Project : MGd (Mobile Gateway for developing markets)

Technical Environment : UNIX and SQL

Software : Jira, Putty, EditPlus

Monitoring Tools : Check MK, Thruk, MRTG, Nagios,

Project Description:

Providing 24*7 monitoring support and handling incident and service request support for the client.

RESPONSIBILITIES:

Provided End to End solution

Provided complete assistance during the maintenance activity (testing, monitoring, stopping/starting gateways, etc.).

Organized both internal and client meetings when there is a change in scope/ schedule change.

Document the ticket (Deployment Request in Jira) with the timeline and the result of the testing/checks the SOC has to perform for this maintenance.

Name of the Organization : Orient Technologies Pvt. Ltd., Andheri, Mumbai

Designation : Software Engineer

Duration : May 2010 to May 2012

Title : Software Engineer

Client : TCL (Tata Communications Ltd)

Role : Geneva L1 Application Support Engineer

Project : TCL (Tata Communications Ltd), Geneva for Telecom Billing.

Technical Environment : UNIX, Oracle 9i and PL/SQL, Shell Scripting

Software : Toad, PL/SQL Developer, Putty, EditPlus, Geneva, SDP, BMC

Remedy, Opennet, Citrix, Business Objects, CRM

Monitoring Tools : Big Brother

Project Description:

For Billing, Rating, and Pricing of various Client Services, Geneva - Infinys (A Rating and Billing tool developed by Convergys) 5.3 is customized for Tata Communications Ltd.

Broadband Pre-paid and Post-paid System Setup, System and Plan configurations as well as Handling of production issues.

This unit of TCL is directly associated with end user of TCL broadband service including WIFI, WIMAX customers all Across India.

RESPONSIBILITIES:

Worked as a Shift Leader for L1 Application Support Team (TCL’s Broadband Prepaid Customers).

Development, Implementation and Configuration of New plans, IP’s and Zones for WIFI systems.

Mainly Working on Geneva Billing Application (L2-Level).

Implementation and enhancement of Billing System for new and existing services using SQL,

PL/SQL Queries, Procedures & Shell Scripting concepts.

Working on Application Software of SDP for solving the Prepaid Customers of TCL’s & Tata Indicom Broadband Billing related issue, Net-Telephony and messaging issues.

Retrieving & Updating the Customer Details from Database by developing SQL Queries in PL-SQL Developer & TOAD.

Worked as a part of Vigilance Team

Providing support to Business Object tool.

ACADEMIC / PROFESSIONAL QUALIFICATION

B.Tech (CSIT) 56.00% JNTU University 2000 - 2004

H.S.C. 80.00% Board of Intermediate Education 1997 - 1999

S.S.C. 73.00% School of Secondary Education 1996 - 1997

PERSONAL DETAILS

Full Name : Hari Kishore Seela

Date of Birth : April 29, 1982.

Passport No. : F5388656

Permanent Address : D.No. 19-1-394,

Sudha Colony, Peddapuram Road,

Samalkot.

Andhra Pradesh - 533437

Date:-

Place:-.

(HARI KISHORE SEELA)

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