Experience as Senior IT Analyst

• Employer

  HCL Technologies

• From

  02 September 2015

• To

  23 June 2017

• Detail

  Performing package and application creation and deployment.
  
  Creating a report using SQL query
  
  Resolving remedy incident tickets based on software installation issues
  
  Enabling discovery, inventory methods and software metering
  
  Consistently monitoring compliance levels to uphold best company practises and processes
  
  Overseeing installation of software programs and hardware systems to meet requirements
  
  Investigating and reporting on critical incidents, resolving problems effectively and efficiently to meet deadlines
  

Experience as Engineer

• Employer

  Astrazeneca India Pvt Ltd

• From

  28 June 2017

• To

  10 September 2021

• Detail

  Performing mass deployments of packages and applications and maintaining the compliance percentage.
  
  Providing both hardware and software troubleshooting for users, maintaining the compliance and responsible
  for managing the escalations
  
  Taking the ownership of task assigned and ensure it is completed before the SLA
  
  Creating and managing the change for activities for Client upgrade, SCCM (System Center Configuration
  Manager) infrastructure and mass deployments
  
  Performing the Windows Upgrade by deploying via Software Update and installing patches in user machines
  Working with virtual machines, Windows Server 2008, RDP and Application testing
  
  Creating static and dynamic collections to deploy the application or software update or packages
  Handling the tickets using Service Now tool and resolving it in company SLA
  
  Deploying Upgrade Readiness Script and monitoring all the client status via Operations Management Suite
  (OMS)
  
  Following up with external contractors, project owners and other stakeholders to gather information and
  resolve issues
  
  Software deployment in SCCM, Collection Creation and managing advertisements and producing report on
  success rate of deployed applications
  
  Providing L2 support for the service desk based on the escalation and also collect reports of the issue trend and
  provide solution for service desk by creating article which can help them
  
  Fetching the reports and sharing with requesters and troubleshoot on failure machines
  
  Performing the ticket auditing in the team so that team is aware on how to efficiently handle ticket
  
  Providing technical support to system and application related issues in Windows
  
  Responding to technical concerns quickly and effectively devised solutions
  
  Managing customer relations by effectively developing communication process
  
  Maintaining excellent awareness of new technologies, to offer innovative solutions in line with strategic
  business needs
  
  Maximizing team knowledge and productivity by training, monitoring and directing employees in application of
  best practice and regulatory protocols.
  
  Documenting procedures and business processes and shared information with appropriate stakeholders

Experience as IT Service Engineer

• Employer

  Alpha Data LLC

• From

  02 February 2022

• To

  To date

• Detail

  Working as the SPOC to provide technical support by answering end-user queries professionally and
  responding to customer inquiries and complaints relating to hardware and software problems, via service desk
  portal, desk visit, phone and email
  
  Employing ManageEngine ServiceDesk Plus for report generation, certification renewal, application upgrade
  and releases.
  
  Managing the Service Desk Queue for both Service Requests and Incidents Logging end to end and proactively
  monitor the Service Desk inboxes and responding in a timely manner to issues and requests.
  
  Instilling customers with confidence that their issue has been well understood and is being dealt with promptly,
  keeping them updated about the status of the request, take action to mitigate issues quickly.
  
  Allocating resources to work with users and escalate to appropriate next-level resources for incident resolution
  Functioning closely with management for analyzing, documenting and suggesting system enhancements
  through communication with users, management and customers / vendors to meet business goals and satisfy
  business and technical requirements.
  
  Coordinating with project managers and designed and developed plan to execute the project in timely manner
  Liaising with the management to allocate resource to execute the work within the timeline
  
  Collaborating with IT Service Delivery team and experience in ITSM tool such as BMC Remedy, ServiceNow and
  ManageEngine
  
  Ensuring that projects are completed without breaching any SLAs and allocated budget
  Managing application upgrade of Manage Engine tool and provide technical support post upgrade to different
  departments in case of any issues
  
  Maintaining, managing and configuring SLAs within ManageEngine
  Performing the first-level troubleshooting for software related issues such as Outlook, Teams, PDF, PC
  slowness etc.
  
  Working as SPOC for all the incoming queries from users via phone, email etc and provide support by
  prioritizing and escalating serious issues to relevant team
  
  Preparing documents for training on the activities performed to circulate among the team member to support
  end users effectively
  
  Documenting service desk records and collaborating with internal department to ensure IT needs are met and
  schedule meeting every quarter with them to discuss on how to proactively resolve the
  issue

ECBA

• Duration

  NA
• Description

  Entry certificate for business analyst

ITIL

• Duration

  NA
• Description

  ITIL V4