Management Project

M.L. MURALI DHAR

Address: House No. ***, Bularam Bazaar, Hyderabad-500010 (AP)

Contact No.: +91-720*******/ E-Mail: ************@*****.***

Seeking challenging assignments in IT Management/ System Administration / Technical Support / Customer Support/ Project Management with an organization of repute in the IT sector

Preferred Location: Hyderabad

PROFILE SYNOPSIS

Technically savvy professional with 3 years of experience in IT Management, Technical Support, System Administration, Project Management and Customer Support in the IT sector.

Currently working with Infosys as Support Analyst.

Expertise in IT Networking Projects as well as ensuring delivery of projects in compliance to the quality, time and cost parameters.

Adept in analysing information system needs, evaluating end-user requirements, custom designing solutions, troubleshooting for complex information systems management.

Proficiency in providing assistance and technical support on complex software and hardware issues.

Adroit in providing effective resolution to customer queries related to production support.

Exposure in Autosys on UNIX and SQL Server .

An effective communicator with proven abilities in working with cross cultural teams across organisations during the project phase; maintain public relations and enabling knowledge sharing among the team.

IT SKILLS

Scheduling Tools Autosys on UNIX

Operating System Unix and Mac OS

Database Oracle (SQL and PL/SQL)

Languages C, C++, HTML and DHTML.

CORE COMPETENCIES

IT Project Management/ Application Support System Administration Technical Support

Database Administration Key Account Management Customer Support

CAREER CONTOUR

Since Sept 2010 Infosys Support Analyst

Clients Handled : Apple

Department : Apple Production Support

Technologies : Unix With PL/SQL, Autosys Scheduling

Platform & Servers : Mac OS, Oracle 9i/11g, Maccoy, Klingon, Edward, Edwin and Merlin

Servers

Details : Apple Production Support (APS) is an IS&T services group that provides round

the clock support to IS&T Applications. IS&T hosts and manages various

applications that supports Apple's business functions such as Engineering,

Finance, Sales, Marketing, Supply Chain Management, Customer Relationship

Management, HR Systems etc. These Applications undergo multiple upgrades

and enhancements throughout its life based on business and technical

needs. After its implementation and warranty report, the respective

development teams transition the application to APS for ongoing steady state

support. After that, apple uses an internal tool to manage the complete support

workflow.

Projects Handled:

Project APS Finance

Description The Project primarily provides enhancement and support for various Apple Finance applications like Recon, Eapproval, Gmacc, Icas, and GDV. Among these I had provided support to Recon. We were responsible for planning, co-ordination, monitor and investigating issues with production applications and identified the operating problems within production areas.

Roles & Responsibilites:

Providing support to Autosys jobs and monitoring failed Jobs to take corrective measures.

Implementing activities relating to maintenance of Server.

Resposible for debugging and fixing issues raised by the users of the application.

Handling tricky suitation and tracking affecting business users.

Preparing work history of all tickets until it is closed down.

Providing on call support during weekends for high priority issues.

Responsible for raising change requests (CR's) in case of any change in production systems.

Project APS GBI

Description APS Global Business Intelligence (GBI) primarily provides enhancement and support to various applications such as GSDR, BOBJ, GRID and GPMW etc. Among these I had provided secondary support for BOBJ. We were responsible for coordination with the user (Apple employee) and grant them access as well as investigate issues with production applications and identifying the operating problems within production areas.

Roles & Responsibilites:

Resolving issues relating to auto tickets & Apple Employee's while performing different tasks on related applications.

Executing activities relating to maintenance of Server.

Implementing activiites of monitoring and supporting autosys jobs and take respective actions on it.

Preparing report for Apple employees.

Managing client engagement services and solution implementations.

Aug 2009 to Aug 2010 TATA Business Support Service Customer Care Executive

Responsiblities:

Served as a basic point of contact for customers with complaints, queries, request, feedbacks, etc.

Prepared daily reports on the daily activities of Customer Care team.

Ensured that all the request, queries and complaint of customer are responded in a timely and professional manner

Developed as well as maintained the relationship with external parties.

Responsible for proper scrutiny and recording of the complaints received from customers.

Conducted research and complies answers for informational request from external customers.

SCHOLASTICS

MBA SMU Pursuing

B.SC. Osmania University 2009

12th (MPC) BSRV Naidu Junior College 2006

10th Sri Chaitanya High School 2004

REWARDS & RECOGNITIONS

Received rewards for excellence at work.

Successfully received Individual Extra Miler award (3 times) and was the part of team which won Team Extra Miler award (5 times).

Consitently achived the position of top performer in the last two cycles.

Awareded by the star performer of the year for FY 2011-2012.

PERSONAL DOSSIER

Date of Birth 20th May, 1988

Language Proficiency English, Hindi & Telugu

References Available on request

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