Ajay Ranbhise
Staff Specialist Technical Support Analyst
Pune
Summary
Experienced IT capacity management and analysis specialist with a proven track record in optimizing infrastructure performance and enhancing operational efficiency. Expertise includes deploying and managing BMC TrueSight Capacity Optimization and Helix Continuous Optimization solutions, integrating advanced tools like Docker, Kubernetes, and Terraform to streamline processes. Skilled in VMware technologies, Linux, SQL, and Windows Server environments, with certifications such as VMware Certified Professional (VCP) and ITIL V3 Foundation. Adept at collaborating with cross-functional teams to resolve complex technical challenges, improve SaaS offerings, and deliver tailored solutions for premier accounts. Career focus lies in leveraging technical expertise to drive innovation and strategic growth within IT operations.
Overview
15
15
years of professional experience
19
19
years of post-secondary education
3
3
Languages
Work History
Staff Technical Specialist Analyst - IT Capacity Management and Analysis
BMC Software India Pvt.Ltd
04.2014 - Current
- Enhanced capacity with TrueSight and Helix BMC solutions
- Worked alongside DevOps and Development Teams for improved BHCO SAAS offerings
- Partnered with SAAS NOC team addressing infrastructure challenges
- Led installation and upgrade for production environments
- Optimized market zone ETL processes through successful Sentry and Moviri deployment and troubleshooting
- Specialized in IT capacity management and analysis
- Designed and implemented upgrade plans using AMIGO for BCOEE infrastructure deployment and maintenance
- Managed integration of BMC solutions to Optimize IT capacity and performance
- Managed client escalations while collaborating with R&D teams for QA
- Deployed Capacity Agent and Gateway Console servers, enhancing IT capacity monitoring and management
- Coordinated with Product Management to implement new Product features.
- Performed root cause analysis alongside Development team to deliver permanent solutions for customers
- Resolved outages and container-based SaaS environment challenges alongside DevOps and NOC teams
- Oversaw Premier Accounts and provided tailored solutions to Optimize production environments.
- Analyses performance data to identify trends and areas for improvement, driving strategic planning.
- Collaborated with colleagues on various projects, sharing knowledge and expertise while working together towards common objectives.
- Improved access to information by helping to strengthen internal document control practices.
- Optimized team training and staff development.
- Established and maintained strong relationships with colleagues through regular meetings and communication.
- Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.
- Participated in team-building activities to foster teamwork and collaboration.
- Implemented innovative problem-solving techniques during challenging situations, resulting in swift resolution of issues without compromising quality standards.
- Assisted with onboarding new staff members, providing orientation and support.
- Led training sessions for new staff, equipping them with necessary skills and knowledge for their roles.
Customer Care Agent-1- (Platform System Administrator)
BMC Software India Pvt.Ltd
11.2011 - 04.2014
- Company Overview: (Nityo Payroll)
- Managing Incidents and Work Orders using BMC Remedy ITSM Console
- Support for SQA Engineers, Software Developers and Quality Analysts
- Creating, Managing, and troubleshooting problems related to Virtual Machines, Data stores, ESX, ESXI and all Microsoft Windows Server Systems
- Build, install, configure, and maintain VMware products including ESXi servers, and Virtual Center
- Manage snapshots using vSphere Client
- Creation, Management and Configuration of Virtual Machines, Clone and Templates
- Dealing issues related to Virtual Machines, Datacenter, Data stores, ESX, ESXI and VMware Tools
- Installing custom applications like MS Office, JRE, JDK, Oracle Database, SQL Server Database and Clients on Windows OS
- Assists with Windows Operating system troubleshooting to isolate and diagnose common system problems
- Maintenance of virtual center server
- DNS management
- Installation and configuration of ESX server
- Importing of virtual server using VMware converter
- System Administration-Managing Users, Groups, Roles and Access Permissions
- Manage problem and service tickets ensuring timely resolution to meet Service Level Agreements
- Effectively collaborate with Server / Storage / Network / Data Center / Facilities / Audit / Compliance and PMO teams
- Managing Tasks, Events and Alarms
- Develop, automate and implement operations best practices
- Administered Rally & Quality Center Applications
- Managing VMs using VMware virtual center and web access
- Creating Capacity Planning and Performance Reports through vCenter
- (Nityo Payroll)
Senior Technical Support Analyst
Mphasis and Hp Company
01.2010 - 11.2011
- Provided expert technical assistance for US clients as Senior Analyst
- Administered user accounts and controlled access permissions in line with company policies
- Addressed service-related tickets from FCR teams and clients to ensure timely resolution
- Troubleshooted Microsoft Outlook issues for end-users
- Delivered configuration and installation of MS Communicator 2007 and 2005 as technical support specialist
- Administered Active Directory including password resets and account status checks
- Delivered technical support for storage server operations, focusing on data backup and restoration
- Working on all kind of Network issues including issues with Microsoft Internet Explorer
- Worked on wireless connectivity helping to set up the connection and configuration of the Verizon Wireless Card and AT & T wireless card
- Working on VPN issues
- Helping business partners to download VPN certificates to gain access to corporate network
- Worked on Blackberry issues including Enterprise Activation, set handheld password reset
- Installation of MS Office suites & technical issues related to the same
- Installation of other Line of business software packages
- Worked as a Floor Support and on level 2 tickets for more than 6 months
- Identifying training needs of the team escalating the same to the trainer/Subject Matter Expert (SME)
- Providing remote support using remote support tools
- Collaborated with cross-functional teams to identify and resolve complex technical issues.
- Streamlined support processes for increased efficiency and faster resolution times.
- Mentored junior team members in advanced problem-solving techniques, resulting in higher first contact resolution rates.
- Updated knowledge base articles regularly, ensuring easy access to relevant information for both clients and team members alike.
- Volunteered as a subject matter expert to provide training to new hires and peers, resulting in a more knowledgeable support team.
- Managed high-priority incidents, ensuring swift resolution and minimal downtime for clients.
Education
Bachelor of Computer Application -
MATS University
06.2012 - 06.2014
DevOps Certification Training Course - undefined
Edureka Learning
RHEL 7.3 Training -
Radical Technologies
BMC Certified Associate in TrueSight Capacity Optimization 11.X - undefined
BMC Software
BMC Accredited and Certified Professional in TrueSight Capacity Optimization 10.X - undefined
BMC Software
PGDM - Information Technology
MIT
Pune, India 04.2001 -
Skills
ITIL V3 foundation
undefinedHonours And Awards
- Most Valuable Player Award (MVP), BMC Software Customer Support, 05/01/21
- Customer Success Peer Award, BMC Support Customer Success, 03/01/21
About Me
I am an enthusiastic, self-motivated, reliable, responsible and hard working person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using own initiative. I am able to work well under pressure and adhere to strict deadlines., Good analytical and problem-solving skills, Experience on BMC TrueSight and Helix (SAAS) Solutions with Knowledge of DevOps.
Accomplishments
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of tasks and resolution.
- Completed KT Resolve (KepnerTregoe) and Conflict Management and implemented same in day to day tasks.
- Created AMIGO process and implemented for smooth Upgrade and Implementation of Product.
- Worked as Knowledge Champion(KC) and audited the Knowledge Articles as per AQI guidelines and improved the Knowledge Base for the product.
- Cross Skilled other teams members from different product line.
- Running Triage for EMEA and achieving more than 150 closure per quarter with limited resources.
- Running Daily swarm calls within the team to reduce backlog.
- Creating Videos and Blogs for product.
Timeline
Staff Technical Specialist Analyst - IT Capacity Management and Analysis
BMC Software India Pvt.Ltd
04.2014 - Current
Bachelor of Computer Application -
MATS University
06.2012 - 06.2014
Customer Care Agent-1- (Platform System Administrator)
BMC Software India Pvt.Ltd
11.2011 - 04.2014
Senior Technical Support Analyst
Mphasis and Hp Company
01.2010 - 11.2011
PGDM - Information Technology
MIT
04.2001 -
DevOps Certification Training Course - undefined
Edureka Learning
BMC Certified Associate in TrueSight Capacity Optimization 11.X - undefined
BMC Software
BMC Accredited and Certified Professional in TrueSight Capacity Optimization 10.X - undefined
BMC Software
RHEL 7.3 Training -
Radical Technologies
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