Akhil Mahajan
Ghaziabad
Summary
Seeking a challenging role in IT and Business Administration to expand my knowledge and skills while making a significant contribution to the company.
Overview
12
12
years of professional experience
Work History
Senior Engineer in ITC (Innovation and Technology Center)
Evalueserve Private Limited
03.2022 - Current
- Provide L1/L2 support to clients globally
- Troubleshoot user issues related to hardware, software, and internal applications
- Monitor the health of infra servers and client applications
- Create backup maintenance plans in SQL and Windows Servers
- Install SSL certificates in production/UAT/demo servers annually
- Use Freshdesk to manage user tickets
- Perform SQL patching and deployment activities on prod/demo/UAT servers quarterly
- Resolve client issues through calls and other communication channels
- Collaborate with L1/L2 teams and product owners to deliver end results for clients
- Prioritize and resolve IT concerns, escalating issues as needed
- Monitor inbound customer ticket requests and ensure timely resolution within SLA
- Perform continual service improvement across end-user support services
- Update customers regularly on their open tickets
- Experience with ServiceNow for ticket support
- Knowledge of incident management and change management
- Perform Windows Server patching
- Completed training on Windows administration, cybersecurity, and data analytics
- Overview of Elasticsearch and Azure Portal for creating virtual machines.
L1 Application Support Engineer
Happiest Minds Technologies Limited (Client Viatris)
11.2019 - 02.2022
- Assign and monitor tickets, troubleshooting backup failures on Windows/Unix servers
- Categorize and prioritize incidents according to organizational procedures
- Investigate and troubleshoot backup failures, updating end users
- Initiate manual backups for failed servers
- Generate daily server backlog reports region-wise
- Manage daily, weekly, and monthly backup requests globally
- Handle tickets based on priority to avoid business impact
- Register and classify incidents, taking immediate action as needed
- Monitor, assign, and create tickets for the Apps Support/L2 Team
- Support L2 Trackwise team in user account and role management
- Provide support for Documentum DCM/D2 tickets
- Create daily reports of pending tickets
- Knowledge of incident management and service management.
Mahajans & Associates
03.2018 - 07.2019
- Create business proposals with the management team
- Generate monthly reports for clients
- Liaise with vendors/partners for empanelment/registrations
- Track records of clients needing loans from the financial sector.
IT Project Coordinator
Doctors For You
08.2016 - 02.2018
- Lead finance management, raise funds, and launch IT healthcare and employment projects
- Manage HR and finance at the state level
- Coordinate end-to-end execution and reporting of internal projects
- Supervise local and state-level resources
- Lead 'Project Poshan' implemented at 7 TB Government Hospitals
- Maintain knowledge management and repository
- Organize state-level team meetings and monitor daily activities
- Set daily targets and report to management
- Meet corporate clients for fundraising and project initiation.
Manager- Operations
Mahajan Eye Centre
11.2012 - 07.2016
- Lead and mentor a team of 14 resources
- Supervise and monitor daily activities
- Manage marketing and campaign activities
- Handle documentation and reporting.
IT/Research Analyst
Systweak Software
03.2012 - 10.2012
- Understand business priorities and provide data-driven solutions
- Communicate requirements to the development team for software implementation
- Troubleshoot client issues over calls and document fixes
- Manage L1 monitoring and problem assignment.
Education
Bachelor of Computer Applications (BCA) -
Punjab College of Technical Education, Punjab Technical University
Skills
- L1/L2 support
- Troubleshooting
- Hardware
- Software
- Internal applications
- SQL
- Windows Servers
- SSL certificates
- Freshdesk
- SQL patching
- Deployment activities
- Client issues resolution
- Collaboration
- Incident management
- Change management
- Windows administration
- Cybersecurity
- Data analytics
- Elasticsearch
- Azure Portal
- Backup failures troubleshooting
- Categorization
- Prioritization
- Manual backups
- Server backlog reports
- Backup requests management
- Tickets handling
- User account and role management
- Documentum DCM/D2 tickets support
- Business proposals creation
- Monthly reports generation
- Vendor/partner liaison
- Client records tracking
- Finance management
- HR management
- Project coordination
- Resource supervision
- Knowledge management
- Team meetings organization
- Target setting
- Fundraising
- Operations management
- Team leadership
- Marketing management
- Campaign activities
- Documentation
- Reporting
- Data-driven solutions
- Requirement communication
- Troubleshooting client issues
- L1 monitoring
- Problem assignment
- Staff Supervision
- Cost and budget analysis
- Account Management
- Staff Management
- Project Management
- Tech-Savvy
- Leadership skills
- Performance monitoring
- Work Prioritization
- Team Leadership
Timeline
Senior Engineer in ITC (Innovation and Technology Center)
Evalueserve Private Limited
03.2022 - Current
L1 Application Support Engineer
Happiest Minds Technologies Limited (Client Viatris)
11.2019 - 02.2022
Mahajans & Associates
03.2018 - 07.2019
IT Project Coordinator
Doctors For You
08.2016 - 02.2018
Manager- Operations
Mahajan Eye Centre
11.2012 - 07.2016
IT/Research Analyst
Systweak Software
03.2012 - 10.2012
Bachelor of Computer Applications (BCA) -
Punjab College of Technical Education, Punjab Technical University