Technical Support Manager
6 Years of Experience
Pune, Maharashtra, India
+9183********
35
25.5
60 Days
Currently handling technical team responsible for providing Technical Support in resolving customer issues, delivering consistent & predictable customer experience to the Accounts. Overall 16+ years of experience in Information Technology.
BMC Software, SaaS/Cloud Product, Information Technology & Services
BMC Software
BMC Software
BMC Software, BMC Software, BMC Software, Kinsfolk Solutions Pvt ltd, vCustomer
Job Title : Technical Support Manager
Company name : BMC Software
Period : December 2022 - Present
Job Title : Lead Tech Support Analyst
Company name : BMC Software
Period : December 2021 - December 2022
Summary : BMC Truesight Expert Professional
Location : Pune, Maharashtra, India
Job Title : Senior Technical Support Analyst
Company name : BMC Software
Period : May 2008 - December 2021
Summary : BMC Technical summary: -
- Expertise in Installation, Configuration and Administration of BMC Truesight 10.x and BPPM (BMC Patrol/BMC Event Manager/BMC Truesight Presentation server/ BMC Truesight Infrastructure server/ CMDB Extensions)
- Troubleshooting and administration of all below products on Windows based hosts, Unix.
- Expertise in Creation of Policies and deployable packages on Patrol agents.
- Integrating Truesight/BPPM with various BMC Products
1. Truesight Operations Management [TSOM] & BMC ProactiveNet Performance Management (BPPM)-
Truesight/BPPM is used for Native End-to-End data collection, Baselines, Alarms Management, Detail Diagnostics
Truesight Presentations server: - UI to manage all the data thresholds and graphs from a single console.
Truesight Infrastructure Management / BPPM server: - Central repository of Data, Analytic engine, Report Engine, Hosts the Web Interface.
Truesight Integration Service : - Collects data and pushes to ProactiveNet Server, Standard agent, Tunnel agent Proxy agents.
Truesight Operations Console: - View graphs/baselines, PCA, SLO, Set thresholds, Alarm actions
Truesight/BPPM Administration Console: - Configuration console: Add/delete monitors, Groups, Services.
Trained on versions 8.5, 8.6, 9.0, 9.5, 9.6 and Truesight 10, 10.1 and 10.5,11.x
2. BMC Impact Explorer/Manager (BEM):- BMC Impact Manager (BMC IM) collects source events from the IT assets through the use of event Adapters.
3. BMC Service Resolution / IBRSD :-
Integrations with Truesight/BPPM and BMC Remedy server 7.6.04 to 9.1
4. BMC Remedy/CMDB Server:-
Possess knowledge about using BMC Remedy software to manage tickets (Installation also).Have idea about ITSM framework/forms.
Location : Pune Area, India
Job Title : Technical Account Manager
Company name : Kinsfolk Solutions Pvt ltd
Period : September 2019 - April 2020
Summary : - Managing end-to-end relationship with enterprise accounts.
- Managing strategic relationship with key stakeholders within customer organization, including executives and Line of Business leaders, to enable quality service deliver.
- Working with customer executives and business decision makers (BDM) to drive implementation/Migration of BMC tools.
- Managing complex customer issues, removed blockers and provided status updates to customer executives and stakeholders.
Location : Pune Area, India
Job Title : Technical Support Analyst
Company name : vCustomer
Period : June 2006 - March 2008
Summary : Linksys Products
NA
Title : Building Connection and Engagement in Virtual Teams
Period : May 2023 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/b07b4278e639e2d4a978001e55ae3d59cbcd1afcffb384dc228c816355ec8e00?trk=flagship-lil_details_certification
Issuing Authority : LinkedIn
Title : Inclusive Mindset
Period : May 2023 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/34474eab1071ae62827628b0c759b7ef5829e1a760607aee93a944c880859ef3?trk=flagship-lil_details_certification
Issuing Authority : LinkedIn
Title : Succeeding as a First-Time Tech Manager
Period : November 2022 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/78f0456d362095da08cabdef9070e87803bdc277bf2fe2501b2f8bbcb6c7125d?trk=flagship-lil_details_certification
Issuing Authority : LinkedIn
Title : Designing a Presentation
Period : October 2022 - Present
Summary : linkedin.com, https://www.linkedin.com/learning/certificates/998f1eb681b892929bb3c3970eef1004158f746c4c97a4d135f156e4551327f0?trk=flagship-lil_details_certification
Issuing Authority : LinkedIn
Title : BMC Certified Expert for Truesight 10.x
Period : September 2018 - Present
Issuing Authority : BMC Software
Title : BMC Certified Professional for Truesight 10.x
Period : November 2017 - Present
Issuing Authority : BMC Software
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