Staff Technical Specialist Associate
15 Years of Experience
Pune, Maharashtra, India
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Not Available
As a highly skilled Technical Support and IT Infrastructure professional with 13+ years of experience, I am an enthusiastic, self-motivated, reliable, responsible, and hard-working individual with a proven track record of success. My expertise includes: IT capacity analysis and management, with a focus on reducing operational costs and increasing system availability Technical support and IT infrastructure management, with experience in managing large-scale data centers and delivering exceptional customer service Collaborating with cross-functional teams, including DevOps and NOC teams, to troubleshoot and resolve infrastructure issues and outages Handling Premier Account and their Production Environment, with a focus on managing customer escalations and working with R&D teams for QA I possess strong analytical and problem-solving skills, with experience in BCO-10.x, TSCO-11.x, 20.02, HCO 19.11, 20.02, and BHCO 21.03 OnPrem, 22.2.01 (SAAS), as well as knowledge of DevOps. I am adaptable to challenging situations, able to work well in a team environment or independently, and have a proven ability to work under pressure and adhere to strict deadlines.
BMC Software, SaaS/Cloud Product, Information Technology & Services
BMC Software
BMC Software (Nityo Infotech Payroll)
BMC Software, BMC Software, BMC Software (Nityo Infotech Payroll), Mphasis, IBM
Job Title : Staff Specialist Technical Support Analyst
Company name : BMC Software
Period : April 2014 - Present
Location : India
Job Title : Staff Specialist Technical Associate - IT Capacity Management and Analysis.
Company name : BMC Software
Period : April 2014 - Present
Summary : 1) BMC Software India Pvt.Ltd.
Role: Staff Technical Specialist Analyst – IT Capacity Management and Analysis.
Duration: April 2014 to Till Date.
Principal Job Duties
• Worked on TrueSight Capacity Optimization (TSCO)20.02,11.5,11.3,11.0,10.7,10.5,10.3, Helix Capacity Optimize 19.11,20.02 and BMC Helix Continues Optimization 21.03(ADE On Prem), 22.2.01(SAAS)
• Working in collaboration with DevOps Team and Dev team for BHCO SAAS customers.
• Working with SAAS NOC team for Infrastructure issues.
• Installation, Upgrade and POC for Production
• OOTB ETL configuration and Troubleshooting of execution.
• Market zone ETL (Sentry and Moviri) deployment and Troubleshooting.
• Worked on Reporting, Analysis, DataMart and Views related issue for TSCO.
• Creating an Upgrade plan using AMIGO for Deploying, upgrading, and maintaining existing BCOEE (BMC Capacity Optimization Extended Edition) Infrastructure.
• Supporting customer for getting the sizing done for New and Existing environment for TSCO 10.X.11.X and 20.02.
• Integration for TSCO+TSOM+TSPS+ASSO+RSSO and other BMC Products.
• Handling client escalations and working with R&D teams for QA.
• Creating TSCO environments for testing and reproducing issues as per customer environments.
• Install Capacity Agent and Gateway Console servers.
• Work with Product Management team for new enhancements for TSCO and HCO.
• Creating and managing Gateway Manager runs, Analysis, UDR data and Recovery-process.
• Working on root cause analysis with Development team to get permanent solutions for the customer.
• Work with Dev-Ops and NOC team for HCO(SAAS) Environment issues hosted on Containers and Outages.
Location : Pune Area, India
Job Title : Customer care agent-1- (Platform System Administrator)
Company name : BMC Software (Nityo Infotech Payroll)
Period : November 2011 - March 2014
Summary : • It included Managing Incidents and Work Orders using BMC Remedy ITSM Console. Support for SQA Engineers, Software Developers and Quality Analysts. Creating, Managing and troubleshooting problems related to Virtual Machines, Data stores, ESX, ESXI and all Microsoft Windows Server Systems.
Build, install, configure and maintain VMware products including ESXi servers, and Virtual Center.
• Manage snapshots using VSphere Client.
• Creation, Management and Configuration of Virtual Machines, Clone and Templates.
• Dealing issues related to Virtual Machines, Datacenter, Data stores, ESX, ESXI and VMware Tools.
• Installing custom applications like MS Office, JRE, JDK, Oracle Database, SQL Server Database and Clients on Windows OS.
• Assists with Windows Operating system troubleshooting to isolate and diagnose common system problems.
• Maintenance of virtual center server.
• DNS management.
• Installation and configuration of ESX server.
• Importing of virtual server using VMware converter.
• System Administration-Managing Users, Groups, Roles and Access Permissions.
• Manage problem and service tickets ensuring timely resolution to meet Service Level Agreements.
• Effectively collaborate with Server / Storage / Network / Data Center / Facilities / Audit / Compliance and PMO teams.
• Managing Tasks, Events and Alarms
• Develop, automate and implement operations best practices.
• Administered Rally & Quality Center Applications.
Location : Pune Area, India
Job Title : Senior Technical Support Analyst
Company name : Mphasis
Period : January 2010 - November 2011
Summary : • It included technical support for Bank of America employees. Managing the accounts and handling all the access and privileges for the users of the Bank of America. It involves handling the tickets raised from FCR teams and the clients availing the benefits of Bank of America.
• Working on Microsoft Office Outlook, Configuring MS outlook through Microsoft exchange server, all troubleshooting in MS outlook. Configuring and Installing MS Communicator (2007&2005)as well.
• Working on Active Directory, like password reset, checking account status, helping users to place request to gain access to various applications, domain. (Windows Server 2003 R2). Creating, adding & managing user accounts in Active Directory
• Working on storage servers guiding users how to backup the data and how to restore the data. Connected backup.
• Working on all kind of Network issues including issues with Microsoft Internet Explorer.
• Worked on wireless connectivity helping to set up the connection and configuration of the Verizon Wireless Card and AT & T wireless card.
• Working on VPN issues. Helping business partners to download VPN certificates to gain access to corporate network.
• Working on Blackberry issues including Enterprise Activation, set handheld password reset.
• Installation of MS Office suites & technical issues related to the same.
• Installation of other Line of business software packages.
• Worked as a Floor Support and on level 2 tickets
• Identifying training needs of the team escalating the same to the trainer/Subject Matter Expert (SME)
• Providing remote support using remote support tools.
Location : Pune Area, India
Job Title : Executive Operations
Company name : IBM
Period : October 2007 - December 2009
Summary : a) Process: - Virgin Media, UK.
Principal job Duties
o As a Customer Care Representative for Billing, Sales, Adding of Call Features for Telephone, Raising o Work Orders for Installations, Ordering of Equipments, Payment Handling.
b) Process: - Orange, UK.
Principal job Duties
o Broadband Customer Support which included Billing Calls,
o Package Information, Downgrading/Upgrading Services.
o Handle different Billing Issues and provide them with correct soluti
NA
Title : .tsia Certified Support Professional
Issuing Authority : Technology Services Industry Association (TSIA)
Title : BMC Certified Associate in Truesight Capacity Optimization 11.X
Issuing Authority : BMC Software
Title : BMC Certified Professional in Truesight Capacity Optimization 10.X
Issuing Authority : BMC Software
Title : ITIL V3 Foundation Examination
Issuing Authority : ITIL Certified
Title : VMware Certified Associate(VCA-Cloud)
Issuing Authority : VMware
Title : VMware Certified Associate(VCA-DCV)
Issuing Authority : VMware
Title : VMware Certified Professional (VCP6 – Data Center Virtualization)
Issuing Authority : VMware
English (Full Professional), Hindi , Marathi
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