Adarsh Sgr

Seeking a challenging organization where my capabilities and strength are fully exploited, timely enhanced and duly rewarded with the growth of the organization

Organization: Valtech Software Pvt. Ltd. Bangalore.

Designation: Software Engineer & Incident Management

Duration: May 2020 to Present

Job Responsibilities:

• Monitoring Alerts of all Critical and other Environment (Events, Dockers, Applications /

API, CPU Usage)

• Managing the complete access management part for the Organization and as well as

Clients.

• Working on all incident, PR, SR Tickets and Route tickets to best resolver support group in case out of scope.
• Chairing, Bridging War Room or Conference Call (Bridge Call) either in meeting room

(as per availability / feasibility) or via Microsoft Teams/Web-ex for Blocker and Critical issues (P2) involving all relevant stakeholder (Resolver team and customer / reporter if needed).

• Communication to be rolled out to all Stakeholders for P2 and High potential impacting tickets. P2 Outage - Process Flow.
• Adherence to ITIL Incident and Major Incident best practices Framework.

(Checklist) Incident Management process.

• Follow up end to end with requester / user of ticket until closure for Jira, SAP and

ServiceNow.

• Taking care of Major Incident Management (Outages), RCA and PRB management.
• Maintaining the complete process of Schedule / Planned Maintenance Activity and sometime taking care of Major outages also.
• Customer / User follow up as and when required.
• Drive Continuous Service Improvement planning to process, support functions and Tech solutions.

Ticketing tools: Service now, SAP and Jira.

2. Organization: JDA Software Pvt. Ltd. Bangalore.

Designation: Incident management & Technical consultant

Duration: Aug 2019 to May 2020

Job Responsibilities:

• Manage 24/7 Application support for the Help Desk
• Monitoring the jobs and applications using tools 
• Queue monitoring/attending customer phone calls.
• Make outbound calls to the customer regarding problems/ticket Status.

  warm handoff for severity tickets

• Analyze, track and move the tickets received Via Mail or self-generated to various functional groups for speedy resolution
• Managing the Active Directory (AD) domains, service account, Security group SSO Account-related services supporting 650K clients.
• Configured Group Policy Objects to create a secure Windows Infrastructure.
• The help desk shall be a point of coordination for managed service and its customers.
• Logging 100% calls through Altiris service desk.
• Accepting the user calls and logging them into the help desk system.
• Categorizing and prioritizing incoming incidents into priority categories as per the IT policies
• Troubleshoot, Analyze and identify basic connectivity issues. Use the ping basic connectivity concept to identify Problem.

3. Organization: Moody’s Analytics

Designation: Change Manager & Application Engineer

Duration: Aug 2018 to Aug 2019

Job Responsibilities:

• Outstanding experience of managing projects and associate change management.
• Manage the entire change request and incident throughout organization.
• Responsible in managing the Application, Services request, Change request, Incidents, User management 
• Handling and maintaining the web applications throughout the organization like HR system, Iplan, Amazon hosted eLearning system, PMS, security tracker, MRT, Transporting booking and HRIS.
• External vendor applications coordinating with Vendor in case of a critical issue, Activity and changes in application 
• Work in a team to complete all testing activities in a test environment.
• Monitor application and respond to user queries
• Resolving the Helpdesk issue as per priority.
• Maintain daily / monthly backups 

4. Organization: Sequential Technologies International.

Designation: Application Support (Cloud and Technical support)

Duration: Sep 2017 to Aug 2018

Job Responsibilities:

• Hands-on experience working with ticketing tools and SLA governed environment and L1 and L2 basic and intermediate level troubleshooting
• Understanding customer issues on Nab and Media that are stored on the cloud. 
• Resolving the Cloud issues using Cloud computing tools – Fusion one, RPG tools, Stat User, Admin tools, SalesForce, CSG and Sis portal.
• Ingest Monitoring: The Monitoring had done On DCs and Checking the Data That has been ingested into respective DCs and Sent the report to the Respective Teams.
• Making Hourly reports using Net flow and Zabbix.
• Supporting Bell Canada, Bell Aliant sudden link platform. 
• Users log a ticket through the ticketing tool time users will be contacted through email or call as per the priority 
• Monitored and supervised various internal IT support functions.

Monitoring tools: Zabbix, Netflow, Scrutinizer

5. Organization: Neilson India Pvt. Ltd. Bangalore.

Designation: Desktop Support (Technical support)

Duration: Sep 2015 to Nov 2016

Job Responsibilities:

• Installing, Configuring & Troubleshooting LAN, Printers and Scanners & all types of electronics devices.
• Responsible for resolving a technical problem with desktop computing systems and software.
• Responsible for installing and configuring windows7and 10, MS Outlook and other applications.
• Installation of Operating Systems, Windows update and all we are using SCCM tool, Drivers, Software’s, Antivirus software, Scanner and Printers.
• Installing, Configuring and securing Wireless LAN. Configuring MS Outlook on Employees and Troubleshooting of email-related queries at Employees.
• Take care of Hardware/Software as per the Organizational Needs.
• Attending the work of service maintenance and troubleshooting of computer Hardware
• Maintaining daily updates reports.
• Responsible for maintaining user security accounts.

B.C.A in computer science in Mysore university (Full time)