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Adarsh Sgr

Adarsh Sgr

Software Engineer
Bengaluru, Bengaluru Urban

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About 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

Experience

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.

Ticketing tools: Service now, sales force

 

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 

Ticketing Tools: Zoho Desk, Service now, Jira Service Desk.

 

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.

Ticketing tools: Jira Service Desk, Verizon, iCloud 

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.

Working Knowledge of Microsoft Word, Microsoft Excel, Microsoft PowerPoint.

 

Education

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

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