Customer Service Active Directory
Resume:
GLOBAL CERTIFICATION
MICROSOFT CERTIFIED SYSTEM ADMINISTRATOR ( MCSA) in year 2008
Successfully completed MCSE Certification in year 2008 from CMS, Pune
Successfully completed 3Yrs diploma in Computer Management & Software Engineering from DATAPRO InfoWorld Ltd, Pune in year 2004.
WORK EXPERIENCES
TATA CONSULTANCY SERVICES (TCS)
From August 11, 2015 to till date
System Administrator - Manager
Current Job Profile (IT L1 Support):
Providing Application support, User access management, Network share access, and Active Directory.
Working on IT connects tickets submitted by user for granting/revoking access of System/Application; we need to resolve tickets within the SLA.
Creating the User accounts on Applications and granting the access to the user.
Providing the Network Share access to the users using AD (Active Directory) Tool and NSMDPA (client provided) Tool.
Working on Audit of the Project wherein we create report for the inactive users and then we revoke their access from the applications.
Installation of other applications as per requirements.
Configuring Wi-Fi connectivity & Internet data card.
Remotely using VNC / Net meeting resolve software related issues.
Handling a team of 25 associates.
Ensure network and IP connectivity of all workstations, application servers, and back-end office infrastructure.
Help Desk with incident troubleshooting and issues resolution, identifying and remedying network performance bottlenecks.
Trains technical staff in how to use new software and hardware developed and/or acquired.
Manages the day-to-day operations of the local site PCC servers/host computers by monitoring system
Performance, configuration, maintenance and repair.
From May 2, 2013 to August 10, 2015
Business Process Lead
Achievements
Successfully completed Lean Six Sigma Green Belt Certification.
Received performer of the Quarter award.
Received process improvement Star award for implementing a Kaizen in the process.
Job Profile:
Handling a team of 9 associates.
Creating reports on weekly & monthly basis for the various deliverables
Handling TCS deliverables and Audits
Client interactions with weekly update call, monthly business reviews and any other Adhoc requests from the client
Handling Team Management – Shift Roistering, Attendance, NSA, Trainings and
other related activites
SLK GLOBAL BPO SERVICES
From Oct 8, 2012 to Apr 30, 2013
Underwriter
Job Profile:
Worked for client Fifth Third (53) Bank and Responsible for Processing HASP(Home Affordable Stability Program) Loans.
Responsible for checking and verifying borrowers 1003 initial application, income documents, Tax return, credit reports and other compliance documents.
Responsible for updating system (UNIFI) and remove discrepancy if found.
Conditionally approve Loan if found any missing information or incomplete documents
Responsible for generating updated 1003 and 1008 and send for printing
AMERICAN HOME MORTGAGE SERVICING INC. (AHMSI )
From Jun 3, 2010 – Oct 5, 2012
Sr. Process Executive
Achievements
Received four times Instant Award
Received “High Flyer” award.
Received yearly top performer award for consistent performance for year2011.
Job Profile:
Working in home retention fulfilment (HRF) team, Responsible for processing HAMP (Home Affordable Modification Program) and Non-HAMP (conventional loans) modifications.
Responsible for checking / verifying borrower’s documents received for HAMP and Non-Hamp modification. Borrower’s documents includes proof of income (paystubs, P&L, Rental income, SSI), tax documents, credit report etc.
Responsible for checking all the required documents for loan modification is available in system (Open client).
Responsible for analyse borrowers credit report, tax documents and other compliance documents.
Preparing Income/Expense calculator to analyse the borrower’s income, expenses, and calculates the terms of the modification, DTI and other factors to make decisions.
Responsible for opening task for various activities like incomplete docs, denial loan, approve loan, Reject loan.
Responsible for checking foreclosure criteria and checking system Process Management and APPS for reinstatement quote.
Run modification script (once loan approved) and update system (LPS) accordingly.
CMS Info System Pvt. Ltd.
From Nov 9, 2009 – Jun 2, 2010
Desktop Engineer
Providing first level support to Desktop & laptop users.
Troubleshooting of known issues related to Windows Xp, Vista
Configuring and Troubleshooting Printers, Scanner and other desktop peripherals.
MS-outlook configuring and troubleshooting.
Installation of other applications as per requirements.
Configuring Wi-Fi connectivity & Internet data card.
Remotely using VNC / Net meeting resolve software related issues.
Maintain Inventory report for hardware & software.
Maersk Line (After the Acquisition with P & O Nedlloyd), Pune.
From Apr 5, 2004 – Nov 6, 2009
Processing Officer
Job Profile:
Monitoring and Clearing F1 EDI (Electronic Data Interface).
Creating macros GUI and VBA based in Ms-Excel and MS-Access for process automation.
Interacting with CSA’s (Customer Service Agents)/ Clusters via phone/Email to analyze
the issue.
Taking Care of BA in MCS (Maersk Communication System) action mails and resolve
Queries. .
Using another Maersk system like GCSS (Global Customer Services System) to analyze
and Provide support.
Taking Care of another System like RKEM, for providing and updating container tracking
Details.
Preparing and presenting weekly report to the team manager.
EDUCATIONAL QUALIFICATIONS
2003 B.Com (Bachelor’s degree in commerce), Banking and Finance with higher second class from Pune University.
1998 HSC with higher second class, from CBSE Board.
1996 SSC with first class, from CBSE Board.
ADDITIONAL QUALIFICATIONS
Have successfully completed MCSE Certification in May 2008 from CMS, Pune
1. Passed Microsoft Global Exam MCP (MCP ID: 613361) “Installing, Configuring and Administering Windows XP Professional (70 - 270)”.
2. Passed Microsoft Global Exam “Managing and Maintaining a Windows Server 2003 Environment (70 - 290)”.
3. Passed Microsoft Global Exam “Implementing, Managing, and Maintaining a Windows Server 2003 Network Infrastructure (70-291)”.
4. Passed Microsoft Global Exam “Implementing and Managing Microsoft Exchange Server 2003 (70-284)”.
Have successfully completed 3Yrs diploma in Computer Management & Software Engineering in Apr 2004 from DATAPRO INFOWOLRD LTD, Pune.
Have successfully completed 1Yr Diploma in Computer Application & Data Preparation in 2000 from ITI, Pune.
Typing Speed 40 WPM.
Pursuing Japanese language.
ACHIEVEMENTS
Participated in National Cadet Corp and holding NCC ‘B’ Certificate.
Participated in NATIONAL MARATHON held in PUNE
COMPUTER PROFICIENCY
Operating System
Dos, Windows 9x, 2000, Xp Professional
Windows 2000 Server,& 2003 Server
Packages
Ms-Office (Word, Excel, PowerPoint)
DTP (CorelDraw 9, Photoshop 7, PageMaker)
Programming Languages
C, C++, Visual Basic 6.0
Web Designing
HTML, Front Page, Flash, Vb Script, Java Script
Database
RDBMS Using Oracle 8i, FoxPro, MS- Access
PERSONAL DETAILS
Name : Jitendra Kumar
Date of Birth : 04th Nov 1980.
Marital Status : Married
Nationality : Indian
Permanent Address : Srno. 55, Gurukrupa Nivas,
Street No. 3, Shivneri Nagar,
Kondhwa, Pune-48.
Contact Phone : +919*********
E-mail : *.******@***.***
Languages : English & Hindi
Hobbies : Travelling, Music and Trekking.
Date:
Place: Pune
Contact this candidate