Rajputh Amulya
Port Talbot,Neath Port Talbot
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work history
Technical Support Analyst/ Incident Management
Optum Global Solutions
Technical Support Analyst
JoulestoWatts Business Solutions
Process Associate/Administrator
Wipro Technologies, Optum Global Solutions
12.2021 - 09.2023
- Tools : ServiceNow
- Applications : MS Office, Monitoring tools, Knowledge libraries
- Roles and Responsibilities:
- Incident management:, Handling High Severity Incidents - Outage management
- Initiate bridge calls, drive communication and teams to ensure uptime of Infrastructure within Service Levels
- Co-ordinate with multiple teams to get the issue resolved within SLA
- Send Executive Communications as required
- Review lower severity issues and ensure that the appropriate focus is being given
- Paging requests and Change management
- Responsible for arranging the war room for major issues
- Providing an accurate record of each call in an incident management tracking tool.
Technical Support
JoulesToWatts Business Solutions
11.2020 - 12.2021
- Managing resolution for technical issues (L1&L2) quickly, professionally and efficiently
- Provide day-to-day technical support and administration of the technology infrastructure
- User account maintenance like password issues and account lock out issues
- Resolving the VPN issues by fixing the drivers for VPN
- Managing and Access Administration of token types like RSA Hard Token, Soft Token and RSA On Demand Authenticator
- Answering customer's needs, questions and concerns in accurate, effective and timely manner by creating and maintaining tickets, configuration and inventory records and creating process maps and technical documentation
- Providing the support related to VM issues by resetting the VM's
- Responsible for resolving the ticket within SLA
- Access administration for physical smart card and resolving the issues for smart card
- Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.)
- Experience on working with knowledge base tools, ticketing tools: Service Now
- Troubleshoot corporate applications with the use of scripted Knowledge Base and assign issues to the appropriate support group
- Following all escalation procedures according to Service Level Agreement.
Administrator
11.2016 - 11.2020
- Handling Calls chats and E-mails
- Dispatching Tickets to the team
- Worked on Bulk request and L2 Bin
- (Contacting Client directly and performing trouble shooting steps to have the issue resolved)
- Got trained on SCP (Standard Change procedure) and Processed Bulk Request
- Outlook troubleshooting (Repair, rename, creating new profile, renaming .OST)
- Installation and uninstallation of software's as per requirements (Using Admin access)
- Password resets for the clients, Creating new profile
- Adding new users to the required groups and providing required access to them
- Dispatcher- Assigning tickets to the team without any delay
- Working on backlog tickets- To ensure there are no Backlogs in the whole team
- Guiding on issues for New Hires and helping them in resolving their issues
- Creating documents related to issues and their trouble shooting, and provided it to the Knowledge management team
- Assisting Complaints and escalation team with the resolution
- Driver installation
- Adding and removing users from DL As per the request
- Assigning ticket to the resolver teams.
Skills
- VPN connectivity
- Windows operating systems
- Microsoft Office 365
- Service desk management
- Citrix
- Incident management
- Office 365
- Microsoft Outlook
Additional Information
- Declaration I hereby declare that the details specified above are true to the best of my knowledge and belief. (Amulya.R)
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Process Associate/Administrator
Wipro Technologies, Optum Global Solutions
12.2021 - 09.2023
Technical Support
JoulesToWatts Business Solutions
11.2020 - 12.2021
Administrator
11.2016 - 11.2020
Technical Support Analyst/ Incident Management
Optum Global Solutions
Technical Support Analyst
JoulestoWatts Business Solutions
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