AJIT JADHAV

• To provide L1 & L2 Production Support services for all instances/locations of Clients Core Banking applications.
• Collaborated with developers, analysts to expedite incident resolutions.
• Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business..
• Used ITSM-ServiceNow to track, maintain and update trouble tickets.
• Application Operations:-

- Ad hoc jobs submissions/removal based on request by L2 Support

- Application Performance Monitoring ,Alert monitoring and reporting and Log analysis using APM tools (Control-M, Splunk Dashboard,Batch monitoring).

- L1 Support involving mailbox monitoring and ticket creation(INC,SR) along with necessary MIS reporting.

• Weekend support activities.

• Broke down and evaluated user problems, using SOP, personal expertise, and probing questions.
• Generated reports to track performance and analyze trends.
• Assisted in development of system protocols.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Created user accounts and assigned permissions(User Access Management).
• Researched and identified solutions to technical problems.
• Installed, configured and maintained computer systems and network connections and operating systems and applications. Monitored system performance to identify potential issues.
• Diagnosed and troubleshot hardware, software and network issues.
• Configured and tested new software and hardware.
• Installed and configured operating systems and applications.

• Responding to client support requests
• Configured hardware, devices, and software to set up work stations for employees. Endpoint Security agent installed.
• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
• Troubleshot potential problems and eliminated before issues escalated or cascaded.
• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Documented and updated known fixes in knowledge base for future reference.
• Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
• Monitored system performance to maintain system integrity(System monitoring tool-PRTG).
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Contacting clients to find out nature of problem. Traveling to client location or connecting via remote link
• Troubleshooting hardware ,software & networking and connection issues.
• Installing and maintaining hardware and computer peripherals
• Installing and upgrading operating systems and computer software

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Served as primary point of contact for support relating to owned solutions and products. Updated and maintained current customer support database.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Configured hardware, devices, and CAS Online & Offline software to set up work stations for employees.
• Promoted efficiency among Police departments with prompt resolution of system issues.
• Tracked computer equipment, peripherals and network servers via master documentation in Excel.
• Collaborated with vendors to locate replacement components and resolve advanced problems.