AJIT KUMAR PAUL

SUMMARY:

•IT Professional with experience working as System coordinator/Support specialist as well as computer operator.

•Communicated, and escalated to 2nd level Support teams.

•Entered Help Desk troubleshooting information and updates of reported incidents into database. Answered incoming customer service phone calls for problems.

•Responsible for all network printers, troubleshooting and immediate problem resolution.

•Several years of IBM multiple AS/400 iSeries Systems and 4 years of IBM Main Frame experiences as a system operator.

•Key strengths include: problem solving, Technical Support, and Network Communications, Support Group Relationships, Complete assign project tasks on time.

Education:

•Associates Degree in Science.

Technical Skills:

•Software: Windows 3.1,95/98/2000/XP/7/8/10, DOS 6.22, Call Express/Desktop, and Rumba/400, OS/400, Microsoft Word, Excel, TCP/IP, MS Office 2007/ 2010, Active Directory, Lotus Notes, MVS, JES2, PTF, CA7, BRMS, CAL7, IPDS, Remedy, Silo, Open View, VPN, CISCO, DHCP, SAP, Robot Automation, System Backup.

•Systems: IBM, 310, 320, D35, F45, and E60, E80, 825(R5V2), IBM Main Frame and iSeries IBM AS/400.Power Systems

Professional Experience:

R R Donnelley

February 2014 to July 2015

Computer Operator

Operates IBM Mainframe with MVS, JES and TSO and client server computer systems. Monitors and controls computer operations workflow. Maintains production deadlines and standards.

Monitors computer room environment and security.

Monitors and analyzes console instructions, queries, error messages, machine malfunctions, stops, schedules, programs and job control language information to determine proper operating procedures.

Informs shift supervisor, production control and/or programmers of errors or problems with job runs.

Assists users in person, by telephone and through e-mail with basic computer operations problems or questions.

Operates and monitors peripheral equipment such as printers and tape drives in accordance with established quality standards; organizes operations output for distribution, including tapes and large print jobs.

Assists with backup of data.

Documents procedures and logs tasks performed.

Performs routine maintenance on computer hardware following established maintenance schedules and procedures.

Performs other related duties and participates in special projects as assigned.

AT&T (Short Term Only)

September 2013 (One Month)

Customer Support

. Receipt customer call and record problem on the system

. Verify customer, validate problems and documentation

. Trouble shooting routers/circuits

. Ticket management

. Interface with internal and external Telecommunication/Vendor

. Customer status check on a regular basis

Alexian Brothers Health System

May 2012 – August 2012

HELP DESK Technician (Contract)

•Printer inventory in SQL data base and labeling printers.

•Inventory all IP Addresses and entry to Excel sheet.

•Configuring, Network setting adjusting, TCPI setting.

•Customer Service.

•IP Address checking of all devices and updated in Active Directory.

Abbott Laboratories

October 2011 – December 2012

Help Desk Level 1

•Answering calls arriving at the help desk service center.

•Accurately identify, prioritize incidents and log the ticketing system.

•Diagnose problems by asking accurate, concise questions to client in timely manner.

•Accurately prioritize, categorize and log calls.

•Troubleshooting network password resets.

•Manage crisis escalation and transfer calls to Level 2 or Level 3 as appropriate.

•Provide technical assistance for field representatives.

•Supporting Windows XP and Windows 7.

•Troubleshooting VPN issues.

•Supporting Instant Messaging(Same Time) problems.

•Supporting Lotus Notes issues and outlook related problems.

•Supporting Blackberry issues and transfer to support group.

•Maintaining data thru ITSM workflow.

•Creating and updating knowledge base documentation for continuous improvement.

•Knowledge and understanding BMC Remedy AR System

•Supporting SAP(P01/PD1) development application products password reset .

•Record and maintain information about all assigned user problems in the CMS

Nippon Express U.S.A., Inc.

January 1997 - March 2011

System Coordinator (Two AS/400 IBM iSeries power systems 550’s)

•Created new user profiles as per daily help desk ticket documentation.

•Followed documented procedures to troubleshoot, coordinate and resolve systems related incidents, including UNIX troubleshooting.

•Answered incoming customer service phone calls for problems.

•Monitored and acknowledged systems events.

•Responsible for all network printers; troubleshooting and immediate problem resolution.

•Coordinated with vendors for purchasing and quotations for printers and other equipment.

•Communicated, and escalated to 2nd level Support teams, if need existed.

•Entered Help Desk troubleshooting information and updates of reported incidents into database.

•Reset passwords according to information security documentation guidelines.

•Checked daily backup tapes inventory, insert, unload and maintenance.

•Monitored and supported on AS/400 network computer and related peripheral devices.

•Monitored daily ticket flows to ensure all issues were properly researched.

•Works to consistently improve call handling and resolution processes.

•Assist remote users with hardware installation and troubleshooting.

•Log all support issues in the Help Desk ticket tracking systems.

•Provide 24/7 users support via cell phone and Laptop

•Travelling different locations for installing printers, adding on inventory Excel database.

•Responsible for helping Microsoft networks and Windows related applications Programs (eg. CISCO VPN, Windows remote network Desktop).

•Configuring, setting new devices thru network connection with TCPI setting.

•Constantly monitored system error messages and took actions.

Office Max Inc.

September 2004 - December 2008

IT System Specialist (Nine iSERIES AS/400 Systems and IBM Main Frame)

•Monitored daily ticket flow in Remedy to ensure all issues were properly researched, updated, resolved or escalated. Technical requirements spanned multiple operating platforms and systems: Mainframe-CA7, AS/400-Robot, UNIX-SAP/UC4 and HP-Openview monitoring.

•Responded to a variety of problem reported inputs for internal and external customers including, phone, email, system generated messages, batch schedules and monitoring tools. Provided technical and procedural advice, assistance, support and problem resolution to the full complement of OfficeMax systems, hardware and software. Resolution was delivered by phone, email, or remote assistance.

•Applied troubleshooting techniques and technical knowledge to identify the severity of the problems and the needed steps to resolve the problems. Independently assessed reported problems, questions and requests with a focus on consistent information gathering and diagnostics. Documented all reported problems, requests and questions into the proprietary problem management database.

•Researched and resolved technical problems that did not have a documented solution and formulated resolutions.

•Respond to a variety of problem reported inputs for internal and external customers including, phone, email, system generated messages, batch schedules and monitoring tools

Oce'-USA, Inc.

April 1996 - January 1997

Computer Operator (AS/400 IBM Model 320, D35, E60)

•Responsible for resolving all user problems including AS/400 Network Sign-On, printers, and reports.

•Worked at Help Desk to gather information on printer problems.

•Maintained IBM printers 4245, 5225, 4230, 4224 and decision data printers 6709, 6502, 6503, and 6707. Restored and saved objects and libraries as per users' needs.

•Successfully maintained IBM 320(two), D35, E60, and all backup systems.

•Continuously troubleshoot user problems, moving OUTQ's, and job QUEUE's for quick finishing job.

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