Mr. G. Kishore Email:

ad2yfb@r.postjobfree.com Mobile: +1-916-***-****)

#***, ***** ***

Artesia, Los Angeles

California, 90701

United States.

Objective

Looking for a rewarding career in Designing and System Administration in a fast growing and challenging environment and to be associated with a progressive Organization that gives me scope to exhibit and enhance my knowledge and skills.

Summary of experience

A dynamic professional around 8 years of experience in IT Infrastructure services as follows:

Have joined as a contractor with the designation of Senior Service Desk Analyst at Collabera Technologies, my parent company. During this time, I served as a Senior Service Desk Analyst for Brillio from December 2018 to December 2020. Subsequently, Brillio Technologies hired me as a direct employee, and I worked for Brillio from December 2020 to August 23, 2022, in the role of Senior Engineer.

Before my tenure at Brillio, I worked as a Service Desk Analyst for Dimension Data from July 2018 to December 2018.

My association with Cap Gemini India Private Limited spans 4.3 years, from April 28, 2014, to July 4, 2018. During this period, I held various roles, including Quality Analyst, and prior to that, I performed as L1, SME, and Incident Manager.

Worked as Desktop Engineer L2 for IBM from 7th Jan 2013 to 10th Jan 2014 with payroll of IMSI.

Academic Chronicle

M.C.A from Rayalaseema Institute of Information and Management Sciences, Tirupathi, affiliated to SV University, in 2012 with 72. % of aggregate.

B.COM from Sri Venkateshwara Arts College, Tirupathi, affiliated to SV University, with 55% of aggregate during the year 2006-2009.

+2 (PUC) from Royal Victory Junior college, Chandragiri belongs to Board of Intermediate Education, A.P. with aggregate of 66% during the year 2004-2006

SSLC from Kalyani English Medium High School Chandragiri belongs to Board of Secondary Education, A.P. with aggregate of 79% during the year 2004.

My roles at Brillio:

Working in a 7x24x365 fast-paced supporting multiple clients with the ability to work a flexible schedule.

Interacting with the users and understanding the technical problems they are facing.

Be responsible for acknowledgement and update SLA of all the outages and high priority incidents.

Preparing and updating the knowledge database.

Analyze and resolve computer related issues for individuals.

Maintain current technical knowledge and troubleshooting tools.

Document issues and resolutions for trouble tickets.

Working on Active Directory i.e. Configuring and Resolving Domain ID/Shared Folder (Create/Delete/Modify) related issues.

Microsoft O365 Administration:

Managed user accounts, groups, and permissions in Microsoft 365.

Configured and maintained SharePoint Online and OneDrive for Business.

Administered licensing, ensuring optimal utilization and cost-effectiveness.

Exchange Server Management:

Oversaw deployment, configuration, and maintenance of Microsoft Exchange servers.

Managed email routing, transport rules, and mailbox policies for efficiency.

Conducted regular system updates and patches to ensure security and performance.

Troubleshooting and Support:

Provided timely support for email-related issues, ensuring minimal downtime.

Investigated and resolved email delivery, synchronization, and connectivity issues.

Collaborated with cross-functional teams to troubleshoot and resolve complex problems.

Identify, track, and resolve issues like outlook, printer, login related, encryption certificates, OS related, system related, Hardware related, Blackberry, VDI, Citrix, VPN, LAN and wireless etc.

Providing support on Microsoft products of all versions.

Providing support for VPN and Remote access applications.

Citrix profile support

Upgrades and third-party products issues

Assisting onsite teams with real time support for Go-Live Events from a Command Centre Environment

Working as a problem manager as well, by coordinating the different support teams and development teams in resolving the issues.

Tracking and following up on the Problem ID generated in the production environment to come up with a Permanent fix for the problem.

My roles at Capgemini include: -

As a Quality analyst:

Roles and Responsibilities

· Would be responsible to Monitor Calls for Level 1 analysts.

· Implements strategic quality direction into operational guidelines in the process.

· Motivate, Coach and Lead assigned focus group to achieve excellence in customer service.

· Reviews, evaluates, and effects continuous improvements in overall call quality of assigned focus group.

· Delivers and facilitates quality process training to the team allocated.

· Report operational issues to team lead/ quality lead for process improvement

· Attend weekly calibration sessions.

· Identify and generate trends/patterns/RCA for common issues and improve using the suggestive six sigma methodologies.

· Ability to train newcomers.

· Should be self-motivated and willing to take additional responsibilities for the team.

As a L2/Incident manager:

Roles and Responsibilities:

Would be responsible to handling tickets escalated to the L2 BIN in a timely manner.

Be responsible for Acknowledgement and update SLA of all the outages and high priority incidents.

Provide training to the L1 as required.

Would be responsible to meet response times associated with the priority assigned to incidents and service requests.

Implement standardized processes to deliver the service levels.

Provide coaching to the L1 analyst if you see a flaw in documentation of the ticket.

Perform Proactive support services which may result in early detection of incidents.

Troubleshooting and resolving complex technical issues

Provide consultation determining proper escalation metrics, issues and changes within the process.

Document technical process solutions and prepare knowledge articles to enhance service desk and escalation desk resolution.

Primary Interactions:

Internal - Team leads, Managers and Delivery Manager

External - RBC Customers, RBC IT Partners, Managers and Vendors.

As a SME (Subject Matter Expert):

· Provide floor support, handle escalation calls and update escalation tracker.

· 2 SBS/Analyst per week. Feedback to be maintained in the Coaching log.

· Provide assistance for incidents before escalating to L2 (Responsible for incorrect tickets)

· Responsible for collating training need identification for individual agents and team

· Assist with team huddle discussion daily

· Weekly Calibration with TL/Quality for consistency in evaluations.

· Responsible for conducting refresher training programs and on-floor coaching of agents.

· Hourly updates should be shared with clients during high volumes intervals.

· Queue/Floor management activities in the absence of TL.

As a L1 Analyst:

Roles and Responsibilities:

Working in a 7x24x365 fast-paced supporting multiple clients with the ability to work a flexible schedule.

Troubleshooting experience for Level 1 issues around – Laptop support, desk top support, hardware support and Application support.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1remote support and perform other activities based on SOPs.

Resolving user queries Predominantly through Voice Interaction and through email, chat & remote support.

Identify, track, and resolve issues like outlook, printer, login related, encryption certificates, OS related, system related, Hardware related, Blackberry, VDI, Citrix, VPN, LAN and wireless etc.

VPN and Remote access support

Citrix profile support

Upgrades and third-party products issues

Active Directory using DRA.

Marketing, sales, finance, and Mainframe application support

Patch implementation for fixing the bugs inside the applications.

Hardware issues for laptop and desktop

Installation of software and drivers and essential desktop troubleshooting

Tivoli Storage Manager for backup and recovery

My role at IBM: -

Work independently towards providing support on all kinds of tickets assigned.

Experience in Updating Antivirus, providing the admin access, handling OS and system hardware and network related.

Good exposure in Solving the incidents and service requests within the priorities. Strong analytical and reasoning skills.

Responsible for all Telecom related troubleshooting, new implementation, testing the lines and ports.

Administrating the Avaya CMS supervisor for call reporting.

Handling with Avaya Switches, Avaya call management system (CMS) Client Software Installation and Trouble shooting.

Taking remote access of user’s computer and solving the technical issues if user is in client location or Out of our office premises.

Interacting with the users and understanding the technical problems they are facing.

Troubleshooting issues related to Outlook, Printer, Office communicator MS office, internet explorer, operating system issues, issues related to virus / malware and document using BMC Remedy ITSM tool.

Solved technical issues like outlook, printer, windows & application login related and VPN as well.

Professional Certifications:

INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARV3(ITIL)[Internal]

AWS Certified Cloud Practitioner [External]

Strengths:

Good communication and interpersonal skills.

Honest, Sincere and Disciplined.

Positive attitude to work in a team.

Committed to project deadlines and schedules.

Personal Details:

Name : KISHORE G

Father Name : ANAND REDDY G

Date of Birth : MAY 8th, 1988

Sex : Male

Marital Status : Married

Languages Known : Telugu, English, Kannada, Tamil, Hindi.

Declaration:

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

Place: Bangalore

(KISHORE G)

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