Senior Technical Support Engineer
PositiveEdge Technology PVT LTD
Total years of experience :15 years, 9 Months
• Comprehensive knowledge on administrative role and other functionalities which is widely use on MS Dynamics 2011
• Develop an extensive working knowledge of the solution and platform to be supported
• Provide software application training to end users on as need basis
• Coordinate with customer on technical problems and service requests such as Incident Management, Problem Management, Change Management, Request Management and Risk Assessment.
• Triage an incoming request and gather all necessary details about the request and update the customer on the release
• Participate with development staff in testing new releases of the product
• Facilitate problem-solving between end user and development staff
• Proactive monitoring of services and schedulers on Microsoft Servers
• Active monitoring of request response time of application using FIDDLER
• Knowledge on IIS - Internet Information Services
• Involved in trend analysis and monthly report development of the incoming request and their volumetric analysis
• Report development on Google docs using Google slides.
• Running existing SQL queries to find monthly usage of application and addition of new users to the app.
• Developing PPT for training based on the business modules
• Incident, change management control, and Problem management were captured on MSCRM Dynamics 2011 and the same was used to add/manage users and customize the application by the help of the dev team.
• Providing assistance on Software Licensing and Software IP Audit Services / FOSS Assessment / Software Vulnerability Management - Services.
• Knowledge on Open source licenses, open source governance & compliance
• Experience in working on Black Duck tools- Protex and Code Center.
• Responsible for technical support, training & professional services of the software products & solutions to the customers.
• Creating OSRP reports and BIRT reports through Eclipse and also configuring work flows
• Good knowledge on installing and configuring PostgreSQL and maintaining the DB and also resolving issues through JIRA ticketing.
• Good Knowledge on Blackduck hub, BAT tool, Dockers.
• Exposure on RHEL servers and Windows server
• Understanding on Version tools - Perforce.
• Experience in web application builds like creating account and reset the password.
• Involved in developing the core product through eclipse IDE.
• Client coordination and delivery of CRM tool called “Talkifi” which worked on cloud based ticketing system.
• Creating and Maintaining the VM’s running on the standalone hosts (ESXi’s) and those on clusters.
• Installing and configuring the OS (Win XP, Win 7/Win 8, 8.1, Ubuntu), Antivirus (Mcafee, Symantec) and applications.
• Accountable for adding and removing the administrators on Client database and also on web server. Restoring the systems in case of update failure by creating a check point.
• Used version tool - SVN to understand the changes made on the source code on a regular basis.
• Creating Inbound and Outbound rules of the firewall to the respective users based on their access.
• Enabling the FTP, SNMP and other protocols and port numbers on the VM’s and also on the client machines based on the user request.
• Establishing healthy business relations with the clients & associates for securing long term customer loyalty, working towards solving their queries and complaints efficiently based on the tickets on the sold product.
• Understands basic windows firewall setting and windows firewall with advance security
• Establishing VPN connections on VM’s for remote access of the users
• Installation of windows 7, vista, 8.1 and Ubuntu 14.0.4 operating system and also maintaining and troubleshooting them on the host machine.
• Core job was to write and develop codes to automate the requested process by the customers.
• Generating reports through olap to understand the forecasts.
• Enabling web services on customer’s network through webex sessions.
• Involved in licensing the servers - ESXi 4, 4.1, 5, 5.1
• Licensing desktop products such as Fusion (Version 3, 4, 5) and Workstation (6, 7, 8, 9, 10) and creating VM’s on the VM players by locating the ISO images on the system or also booting the OS from the CD ROM.
• Enable the features like vMotion, HA, Fault Tolerance on the ESXi host during troubleshooting and also creating the new host on the ESXi was a part of the SLA.
• Accessing the Enterprise customers servers through Webex and assisting them remotely
• Was handling escalated calls and support request in terms of tickets on SFDC till the closure of the ticket.
• Worked on VOIP and SRM (Site Recovery Manager) softwares.
• Had been a part of the special handling team during the launch of new product and also when there was any patch release for the software’s.
• Have mentored the new batches on Virtual Ram concepts and also on server licensing techniques.
• Was also into extending the contract of the license on Oracle tool for all the servers and desktop products
• Engineering web development, all layers, from database to services to user interfaces
• Automating requested process through IDE - Net Beans
• Created work flows through Microsoft visual studio
• Maintaining the VM’s on the Standalone ESXis and also using the VMware players to maintain guest VM’s
• Handling the protocols and other port settings based on the user requirements and installing antivirus (MacAfee, Symantec).
• Deftly handled entire Networking functions while troubleshooting and maintaining overall LAN operations.
• Managed computer installations along with all related accessories and networking to ensure hassle free functioning of systems. Updated users on maintenance tips for prolonged service life of machines.
• Involved in conducting In-house training for new joins and training them on process.
• Analyzed customers LAN/WANs to determine network performance problems. Provided solutions, and documentation.
• Migrated data from EXCEL to CRM tool (Siebel) and (Zoho) for further analysis purpose depending on specifications.
• Responsible for Data Cleaning, Data Aggregation, Data Preparation and Data Normalization.
• Adept at preliminary and secondary analysis, cross tabulation comparison and graph plotting using the data points.
Finished my engineering (B.E. in Computers) from KNSIT college of engineering. The URL of the college is http://www.knsit.com/
finished my 2nd PUC or 12th from Adarsha Vidyalaya with 58%.
Finished by 10th standard (SSLC) with the percentage of 78.