PROFESSIONAL EXPERIENCE

SHIVAM KUMAR

Phone No: 884-***-****

Email-ID: adt0u1@r.postjobfree.com

OBJECTIVE

Seeking for a challenging position to build new skills and grow with the organization by applying fundamentals learnt for the profitability of an organization and myself. HCL Technologies Sept ’18 – May’2019

Worked as Senior Analyst

To restore normal service operation as quickly as possible.

Performed Incident documentation and closure.

Worked in collaboration with the problem management team for analysis or known errors and recurring events.

Performed application monitoring for clients.

Provided IT support to global clients.

Working knowledge of – Windows platforms, LAN/WAN, Security Infrastructures, Active Directory.

Escalated the incident tickets to the concerned teams for early resolution.

Strong working knowledge of tools such as ITSM, BMC Remedy, Outlook, Airwatch, WIPRO Ltd. March ’16 – Sept ’18

Worked as Senior Associate

Handling escalated cases and providing level – 2 support to end - users.

Helping clients with regards to issues of their accounts.

Guaranteed customer satisfaction by acting as key contact for issue resolution.

Providing functional and technical support.

Configuring DNS, DHCP, and IP.

Troubleshooting and diagnosing hardware and software problems.

Proficient in support and diagnostic tools such as iCRM, HNV, TMS, Knowmax.

Coordinated with various client side teams for resolution of tasks.

Composing and forwarding emails to the client and service resolution teams.

Lead the SRD team as a captain and showed the best results related to problem management of the clients and task closure.

ACADEMIC DETAILS

Qualification Institution University/Board Year of Passing

Post-

Graduation

(M.C.A.)

College of Agricultural

Engineering & Technology,

PAU, Ludhiana

Punjab Agricultural

University (PAU),

Ludhiana

2015

Graduation

(B.C.A)

S.C.D. Government College

For Boys, Ludhiana

Panjab University

(PU), Chandigarh

2012

Class 12

Humanities

R.S. Model Sen. Sec. School,

Ludhiana

PSEB Board 2009

Class 10 Sacred Heart Sen. Sec. School,

Ludhiana

CBSE Board 2007

ACHIEVEMENTS AND PARTICIPATION

In 2009 participated in competition held by CCIT- an IT computer institute and Awarded as a distinguish performer.

In 2009 awarded with state merit award holder in Senior Secondary Education- got 22

nd

position in Punjab.

TRAINING

Six months industrial training in Android Programming from Auribises Technologies Pvt. Ltd, Ludhiana

STRENGTH

Team Player

Multitasking

Willingness to learn and Goal-oriented

Positive Attitude

Innovative work techniques

PERSONAL PROFILE

Date of Birth : 12/03/1991

Languages Known : English, Hindi and Punjabi

Hobbies : Reading fiction and psychology books, Listening Music, Drawing, painting and Handmade Greeting Cards, Photography

Contact this candidate