CAREER OBJECTIVE

Seeking a challenging role in career, with a well-established firm where I can learn and grow intellectually, while at the same time add value to the organization.

PERSONAL QUALITIES

Fast learner.

Smart worker.

Team performer.

Broad-minded.

PROFESSIONAL SUMMARY

IT Professional with 5.5 years of experience in supporting internal IT infrastructure of TCS.

Experience in Service desk for 1 years in TCS and 2 yrs in kewil incident management team .

Experience in SAP application support team for 2.5 year in TCS.

Worked extensively on SAP 730, service now, Citrix, Remedy& Kewil.

Have experience in working under 24*7 support.

CERTIFICATES

Certification Name

Acquired On

MCTS: Windows 7, Configuration Certification

15-Apr-2015

ITIL 2011 Foundation Certificate in IT Service Management Certification

05-Jan-2015

IT IS: EUCS_DesktopManagement_Advanced

06-Jan-2017

COMPUTER PROFICIENCY

Operating System : MS Windows

Applications : SAP, MS Office

LANGUAGES PROFICIENCY

English and Hindi

WORK EXPERIENCE – Tata Consultancy Services

I.T. Analyst

Project Name: APMoller Maersk lineManagement and DAMCO

Tools: SAP730(RP1/GP1),Citrix, servicenow, Activedirectory,kewil and remedy.

Team 1 (TCS ML PUNE Servicedesk and kewil Incident Management )

.Process knowledge of Incident,Servicedesk,Change anad Problem Management.

Ability to resolve intserface issues from FACT to kewil and vice versa.

Monitored Service Desk tickets assigned to the queue. Simultaneously monitoring 2-3 queues without missing SLA response and Reducing the Queue size.

Categorization of Incident and service Request.

Publishing Dashboard on hourly basis by extracting reports from servicenow tool

Also worked on Ageing Reports, MSRs and WSRs.

Sending handover/trackers to the next team member on daily basis

Relating the incidents with the Parent incidents.

Worked with Active Directory to build user network profiles, reset passwords, unlock accounts.

Part of a user admin team to give access to user to the specific Distribution list or shared mail box.

Moving users Organization unit as per request.

Resolved problems within Microsoft office (outlook, excel, etc.).

Installation of software like GCSS, RKEM, SAP etc for the users.

Resolve assigned incidents and work orders by due date.

Assisted numerous clients with 100% satisfaction on all surveys.

Attend and participate in weekly Help Desk meetings.

Monthly client satisfaction survey/sweep, record client responses and create incident request for reported issue.

Escalated more involved problems to the appropriate tier level support teams; act as a liaison between customers and technical escalation teams and conduct follow up as appropriate.

Handling escalation and uploading it to the SharePoint site.

Team 2 (TCS SAP application support)

Provided remote service support and customizing for the SAP OM/PA.

Managed and resolved end-user issues/concerns on application incidents.

Provided remote service support and customizing for the SAP security.

Analyzed and resolved authorization issues and segregation of duties (SOD) conflict.

Extracting data and uploading data to sap. Continuous technical support to manufacturing and other areas as needed.

Facilitates meetings routinely to assure compliance and correct process is in use.

Train incoming hires, current employees and supervisors on the adequate transactions to be used.

Assist and support SAP Applications Support management team when required.

Able to learn and implement new skills within a short period of time.

Ability to handle stressful situations and unexpected errors in a calm and efficient manner.

Manage SAP Queues. Assign support tickets to other support team members based on expertise and knowledge level.

Team player with excellent organizational, communication and coordination skills.

Configuration and troubleshoot Sap issue for the users.

Perform Purchase Order deletion task.

Perform PR Blocking/unblocking task.

Lookup table maintenance task.

Sales Order rejection task.

IDOC deletion task.

Aware of certain transaction codes like EBKN, EKKN, EKBE,MASS,se16,se38,Me23/22 /52/53, va02/03,LSMW, SU01D.

Using firefighter Id to login to perform tasks.

Managing daily inflow report and uploading it to the SharePoint site.

Handling escalation and uploading it to the SharePoint site.

Creating and modifying users in Kewill offices.

Handling coming GRC workflows in GP1.

Creating users through GRC.

Granting /removing roles access and changing user group to the users through GRC.

Granting /removing roles access in Omada via omadamdm portal.

KEY ACHIEVEMENTS:

Received three times Award of Excellence for the best performance.

Received Client appreciation for taking ownership and resolving Service requests quickly.

Best team award for the highest resolver team.

EDUCATIONAL QUALIFICATION

Name of Institution

Qualification

Board / University

Year of passing

Aggregate

Meerut Institute of Engineering & Technology, Meerut

B.Tech,

Computer Science

Uttar Pradesh Technical University

2012

73.10%

Guru Govind Singh Khalsa Jabalpur( MP)

12th grade

Madhya Pradesh Board

2006

80.40%

Guru Govind Singh Khalsa Jabalpur( MP)

10th grade

Madhya Pradesh Board

2004

86.60%

PERSONAL DETAILS

FATHER’S NAME : ShivKaran Singh Goutam

MOTHER’S NAME : Kamla Goutam

HOBBIES : Singing, Drawing and Playing Chess.

Passport Details :K5318783 Valid until26-11-2022

DECLARATION

I hereby declare that the details furnished above are true to the best of my knowledge.

Place: Pune [Sangita Goutam]

Contact this candidate