Deepak Thakral
Manchester,United Kingdom
Summary
Highly experienced and skilled Application Support professional with 9 years of experience in providing technical assistance and support to customers in government sector. Organized 3rd Line Support Engineer with a strong background in IT infrastructure, advanced troubleshooting, and system administration. Proficient in problem-solving, Incident management, managing servers, networks, cloud environments, and security protocols to optimize business continuity and performance. Strong background in software and application maintenance, testing, and deployment. Excellent communication skills and customer service mindset. Holds a master's and bachelor's degree in computer science/IT.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Senior Support Consultant (3rd Line Support)
NEC Software Solutions UK
Hemel Hempstead, Hertfordshire
05.2023 - Current
- Worked as 3rd Line Support Consultant in Health domain for a wide range of customers like NHS, troubleshooting and resolving complex issues.
- Provided technical support to multiple Health Screening and Registry platforms of NHS like Newborn Bloodspot Failsafe Solution (NBSFS), Screening for Newborn(S4N), NIPE, S4H, AAA, National Joint Registry (NJR), NVR, NNR etc.
- Also worked as Implementation Consultant for NEC Care product named OptoMize for multiple DESP of NHS.
- Managed multiple projects simultaneously within tight timelines while adhering to budget constraints.
- Strictly adhered to government guidelines to meet project requirements and compliance with quality standards and framework.
- Managed highly complex incidents requiring specialist knowledge, involving prolonged analysis and solutions to fix them
- Performed deployments to release fix and upgrade versions in various environments like UAT and Production.
- Developed PowerShell and SQL scripts to automate the tasks and procedures.
- Performed monthly server and data patching of all servers to ensure data security.
- Worked closely with infrastructure and development teams to fix critical issues and identifying potential bugs.
- Work with 2nd Line Support for issue escalation, analyze root causes of recurring problems and implement permanent fixes.
- Monitor and manage backups, security patches, and software updates.
- Maintained Active Directory, reviewing accounts and their access regularly.
- Utilized various tools such as ticketing systems, CRMs, to manage workflow efficiently.
- Developed comprehensive documentation for customer support processes, including system installation procedures and user guides.
- Involved in Cross trainings of resources for proper utilization.
- Prioritized tasks based on urgency or importance while meeting deadlines consistently.
- Collaborated with Business Analysts in identifying client requirements and implementing them to achieve their goals.
- Ensuring that Incident, Change and Service requests are followed and adhered to standards and completed in the SLA provided.
- Identified areas for improvement in existing systems by conducting research and staying up-to-date on industry trends.
Technology Lead
Infosys
, India
06.2022 - 01.2023
- Led team of 6 Front end and backend developers for Indian government project supporting Java based application.
- Developed and delivered efiling application features as defined in product roadmap.
- Involved in automation of different schedulers and consumers as per requirement.
- Offered technical advice to programmers and developers to help optimize designs.
- Mentored and trained team members over time period for continuous learning and development.
- Ensured performance parameters like KPI's and SLA are met and adhered to standards.
- Developed test cases and scripts for quality assurance use.
- Maximized product and IT service project management using Agile methodologies.
- Maintained balance between BAU and project work involving cross-functional teams.
- Planning effective deployment & work scheduling.
- Performed deployments via Azure Devops pipelines to release fix to various environments like Dev, UAT and Production.
- Ensuring that Incident, Change, Problem and Release management processes and procedures are followed and adhered to standards.
- Used JIRA to track incident tickets and Confluence to maintain documentation like SRS, TDD, API Doc etc.
- Conducted diligent troubleshooting on application reliability issues, identifying root causes.
Associate Team Lead (Application Support Lead)
Tech Mahindra
07.2021 - 05.2022
- Expertly led team of eight 2nd line and 3rd line application support engineers to successfully achieve productivity KPIs.
- Promoted company values and vision, ensuring full team adherence and investment for a US client AT&T.
- Handful experience of Databases (SQL, Oracle, Postgres) and Servers (Unix, Linux, Windows) for various client applications.
- Developed SQL queries to research, analyze and troubleshoot issues and to create business reports using Power BI.
- Ensured all documents related to process and project are maintained and shared internally and externally on SharePoint.
- Developed and implemented strategic processes for improved productivity and profitability.
- Manage the Major Incident and Problem Management processes and perform management of both reactive root-cause analysis and proactive trend analysis using ITIL best practices.
- Professionally handled difficult customer complaints and tickets to maintain first-class customer service standards.
- Proven experience of driving service improvement through effective measurement using SLA, KPI's and SMART objectives.
- Analyzing, identifying opportunities to set up automation mechanism whenever it's potential business impact.
- Mentored and coached junior staff to produce high-performing, quality team members.
Senior Technical Support Engineer
Tech Mahindra
06.2017 - 06.2021
- Worked closely with end-users to assess business requirements, support change and deliver high-quality customer experiences.
- Provided technical support throughout development phases of new applications.
- Worked as a L2, L3 Production Support Engineer to support different web applications of AT&T.
- Experience of complete SDLC process in Analysis, design, development, testing and maintenance of software.
- Diagnosed and solved issues for customers within SLAs, maintaining high satisfaction rate.
- Identified issues within databases, performing troubleshooting and implementing effective solutions.
- Wrote queries using SQL to retrieve, build, delete or update information in database.
- Developed and implemented system testing plans in support of deployments.
- Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
Technical Support Associate
Tech Mahindra
08.2014 - 05.2017
- Worked as a 2nd line Support engineer for AT&T's web-based application.
- Developed solutions for critical application issues, guiding customers through bug fixes and reactive maintenance.
- Diagnosed and solved issues for customers within SLAs, maintaining high satisfaction rate.
- Proactive monitoring of logs on different servers and predicting new issues.
- Proven working experience of SQL DBMS-Oracle/Postgres and servers-Linux/Unix and Windows.
- Resolved high volume of allocated incidents tickets faster than company averages.
- Provided technical and analytical solutions to clients as first and last point of contact.
- Developed various stored procedures for data retrieval from database and generation of various reports using SQL reporting services (SSRS).
- Provided escalated ticket/incident management for supported applications as well as participate in defect management and issue tracking.
- Conducting weekly and monthly status meeting with client and provide E2E status.
Education
Master of Technology (M.tech) - Software Systems
Birla Institute of Technology And Science
12.2014 - 05.2017
Bachelor of Technology (B.tech) - Information Technology
Dehradun Institute of Technology
08.2009 - 05.2013
Skills
- Databases: SQL, Oracle, Postgres, Microsoft SQL Server, SSRS, Active Directory (AD)
- Operations: Production Support, Customer Support, Technical Support, 2nd and 3rd Line Support, Project lifecycle Management, Application Development
- Dev Tools: SSMS, JIRA, Git, SQL Developer, TOAD, SOAP UI, Putty, WINSCP, BMC Remedy, ServiceNow, Informatica, VMware, Azure Portal, Bitvise SSH Client, Privileged Access Management (PAM)
- Monitoring tools: JIRA, Microsoft Power BI, Dynatrace, ServiceNow
- Documentation tools: Confluence, SharePoint
- Operating Systems: UNIX, Linux and Windows server
- Microsoft Technologies: MS Excel, MS Outlook, Microsoft Power BI, MS Office365, MS Report Builder
- PowerShell
- Skilled in TCP/IP, Routing and WAN
- Windows Clustering and load balancing
- Incident, Change, Problem and Release management
- Continuous Process Improvement (CPI)
- Agile working methodologies
- Test-driven development in different environments-SIT, UAT, Prod and Dev
- Outstanding grasp of ITSM and ITIL principles and processes
- High-value project management and Team Leadership
- Certifications: Certified Scrum Master (CSM®), Azure Fundamentals AZ-900
Timeline
Senior Support Consultant (3rd Line Support)
NEC Software Solutions UK
05.2023 - Current
Technology Lead
Infosys
06.2022 - 01.2023
Associate Team Lead (Application Support Lead)
Tech Mahindra
07.2021 - 05.2022
Senior Technical Support Engineer
Tech Mahindra
06.2017 - 06.2021
Master of Technology (M.tech) - Software Systems
Birla Institute of Technology And Science
12.2014 - 05.2017
Technical Support Associate
Tech Mahindra
08.2014 - 05.2017
Bachelor of Technology (B.tech) - Information Technology
Dehradun Institute of Technology
08.2009 - 05.2013
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