Customer Service Training

MR. Rajkumar Dubey

Mobile number:-+** - 982-***-****

Email Id:-***************@*****.***\***********@*****.***

OBJECTIVE

To afford my full potential for enlightening the organization and to place

myself in a highly challenging work environment through which I can enhance

my knowledge.

EXPERIENCE SUMMARY

. Over 4.6 years of Experience in the field of Information Technology.

. Working as per ITIL process.

. Strong skills include Windows System Administrator,Windows Application

Support, SQL DBA, PL/SQL,Oracle10g.

ACADEMICS

BSC(IT) - University Of Mumbai(2007)

Post Gradute Diploma in Bussiness Administration .

PROFESSIONAL CERTIFICATIONS

MCP certification on Managing and Maintaining a Microsoft Windows Server

2003 Environment.

TECHNICAL SUMMARY

|SKILLS |TOOLS |EXPERIENCE LEVEL |

|Operating System |DOS, Windows,Unix |4 |

|Languages |SQL, |4 |

| |PL/SQL,VB6.0,C,C++ | |

|Databases |SQL |4 |

| |Server2000,2005,2008Or| |

| |acle10g, MS Access | |

|Tools |Putty,Radmin,Veritas |4 |

| |Netbackup,TSM | |

|Citrix |Citrix presetnation |4 |

| |serer 4.5, Xenapp | |

| |6.0,6.5 | |

< 1 connotes experience ranging between one month to three months

< 2 connotes experience ranging between three to six months

< 3 connotes experience ranging to six months to two years

< 4 connotes experience ranging to two years and higher

< For the experience level section, please highlight the skill with the

maximum experience

WORK HISTORY

|Duration |Organization |Role |

|18 July 2011-Till Date |SunGard |Senior System Engineer |

|Sept 2010- 16 July 2011|Mphasis An HP Company |Senior Infrastructure |

| | |Engineer |

|July 2008 - Sept 2010 |Tech Mahindra Ltd. |Jr Technical Associate |

|Feb 2008- July 2008 |Intergold Gems Pvt Ltd |SQL DBA\PL\SQL |

| | |Programmer |

ACHIEVEMENTS

Awarded as "PAT ON the BACK" in TechMahindra for excellent & quality work

in Project.

Promoted to be become 'Shift lead' in recognition of my hard work and

devotion to my responsibilities.

Successfully Completed the Transition of RBS project in MPhasis.

Got appreciations from client Sungard

WORK EXPERIENCE

SunGard

1. July 2011-Till Date

Front Arena\Investran\VPM

This Front Arena\Investran\VPM is part of SunGard product in which we

support this 3 Critical Applications through citrix presentation server

4.5,Xenapp6.0,xenapp6.5 and servers remotely. This is completely based on

ITIL process working in Remedy ticketing system where we need to co-

ordinate with multiple teams following well defined process to resolve the

issue in competitive environment within a particular SLA.

. Working as Level 3 Support for application and Level 2 for

Citrix+Server admin.

. Troubleshooting OS related issue on the server.

. Managing and working on alerts generated by Netcool.

. Managing Hardware issue and co-ordinating with the vendors.

. Providing On call Support.

. Providing Support for Applications and Servers.

. AD\Citrix users creations.

. AD Group Creation for Citrix usage.

. Installing Citrix and complete application on the server.

. Adding server to the Farm.

. Removing the server from the citrix farm

. Publishing Application and troubleshooting if user facing any issue

. Publishing Servers Desktop for users access.

. Reorganing Folder in Citrix Management console.

. Working on Security permission issue on the server

. Working on performance issue on the server

. Clearing low disk space issue on the server

. Printer related issue for the citrix

. Monitoring the Database backup(We use fullback and then transaction

log back on hours basis).

. Restoration of the database Backup

. Scheduling transact SQL Jobs.

. Shrinking Database

. Implemented Monitoring script to send email the citrix licenses is in

use.

. Implemented Monitoring Script to send email for the stopped services.

. Implemented AD script to list the users in a specific Group in text

file.

. Monitoring the Ticketing system and assigning task within the

resources.

. All technical problem handle and resolve by defined process

Mphasis An HP Company

2. Sept 2010 - July 2011

Tas Wintel

This Sys Admin TAS Wintel project is part of RBS's in which we support

more than 60 Critical Applications and servers remotely. This is

completely based on ITIL process working in DW Service Centre ticketing

system where we need to co-ordinate with multiple teams following well

defined process to resolve the issue in competitive environment within a

particular SLA.

. Working as Tier3 Support for application and Tier 2 For Servers.

. Providing On call Support.

. Providing Support for Applications and Servers.

. Troubleshooting OS \ Hardware issues on the server.

. Remotely Resolve the problem of servers (Hardware Troubleshooting and

OS validation)

. Performing SAN PATH VALIDATION.

. Performing Daily checks for the server and applications to avoid

issue.

. Managing and working on alerts generated by HP Systems Insight Manager

. Validation of Application and OS.

. Co-ordinating with vendor to resolve the issue on third party

applications (Like Business Object, Siebel, Multicast Online,4cast,

RSA,Right Fax, Swift).

. Citrix support level 1(Session reset, password reset etc.).

. Deployment of Production and Test changes on the Application server.

. And for Mis Light Application we are performing all DBA Work like

Taking Backups, Restoration and troubleshooting in any issue related

to SQL.

. Purging Database.

. Shrinking Database.

. Maintaining the Application Environment up for 24*7 supports.

. Performing root cause analysis of repetitive incidents and issues for

permanent rectification of problems.

. Training new team members & resolving process related queries of the

team members.

. All technical problem handle and resolve by defined process

. Monitoring the Ticketing system and assigning task within the

resources.

. All technical problem handle and resolve by defined process

Tech Mahindra Ltd.

3. July 2008 - Sept 2010 (26 Months)

Sys-Admin wintel [Project ID - 01932]

This Sys Admin Wintel project is part of ATT's in which we support more

than 20,000 Server remotely. This is completely based on ITIL process

worked in Vantive and Remedy ticketing system where we need to co-

ordinate with multiple teams following well defined process to resolve

the issue in competitive environment within a particular SLA.

Here we are working as level 2 responsible for OS and Hardware.

As a Team Member (with a team size of 60) of the Windows server Support

Group we are responsible as follows -

. Handling 27000 windows Servers

. Tier-2 Support

. Troubleshooting OS \ Hardware issues on the server.

. Monitoring the Ticketing system and assigning task within the

resources.

. Installed software, patching, firmware upgrading and maintenance of

operating system.

. Teaming Multiple Nic cards in the server using HP team suite and

Broadcom software on HP,IBM and Dell Servers.

. Validation of OS and Citrix Application

. Hands on Experience on Servers tools, for checking health of server

. Tracking the reasons of Server Problems.

. Remotely Resolve the problem of servers (Hardware Troubleshooting and

OS validation)

. Monitoring Server OS, Server Health, Services

. Remotely handle the problem of Print Servers

. VM ware, Citrix Server basic trouble shooting, and Validation

. Handle the problem of client side folder sharing

. Troubleshooting printer issue

. SAN Path Validation

. HBA Software Installation

. Using IBM Director for managing hardwares on IBM Servers

. Managing and working on alerts generated by HP Systems Insight Manager

. Troubleshooting EMC, Clarion, Power path day to day problem tickets.

. Working with different backup software like VERITAS Netback up, TSM

for restoration process.

. Responsible to resolve VERITAS Netback up and TSM Backup Failure

issue.

. Installation of VERITAS Netback up.

. Troubleshooting Backup Related issue.

. All technical problem handle and resolve by defined process

Intergold Gems Pvt Ltd.

2. Feb 2008 - July 2008 (6 Months)

Responsible for SQL Database Administration and PL\SQL programmer in Retail

Environment, India

The Intergold Gems pvt Ltd basically known by "orra Diamonds" which is

basically in Retail having more then 40 retail stores in all over India.

As SQL DBA and PL\SQL programmer involved in maintenaning and development

of the database was responsible for the following -

. Monitoring the Ticketing System tools.

. Installed SQL Server Software

. Installed Client SQL Software

. Worked in Cluster environment

. Making changes as per User requirement in database.

. Taking backup of the database

. Restoring the database if the database got corrupted

. Using DML command.

. Troubleshooting Query of the stores like they sold the item but it is not

reflecting in database or some error comes will saving the data etc.

. Troubleshooting Errors.

. Knowledgeable of creating, importing, exporting, running queries with SQL

Server.

. Writing PL\SQL query

. Installing the SQL in Client PC

. Responsible for troubleshooting and writing stored procedures, triggers,

functions, views and make changes to the code if necessary.

Keeping a healthy and working relationship with customers.

. Development in PL/SQL programming including triggers, procedures,

function for Retail.

. Knowledge on SQL, functions, stored procedures, views.

Environment: Windows 2003, SQL Server 2005,VB6.0.

WORKSHOPS/TRAINING PROGRAMS ATTENDED

. UNIX : Tech Mahindra internal training

. Oracle Db 10g:Admin I-test(OCA)

. Oracle Rac Tech Mahindra internal training

. Service over Telephone Tech Mahindra internal training

. Working Together inTeam Tech Mahindra internal training

. Behaviour Training Tech Mahindra internal training

. US culture Tech Mahindra internal training

. Creativity & Innovation Tech Mahindra internal training

. Excellence in Customer Service Tech Mahindra internal training

. Stress Management Tech Mahindra internal training

. BAsic Finance Capital market training

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