AMITABH VERMA

• Technical Support Analyst and IT specialist with 10 years and 6 months of experience in Information and Networking technologies, Seeking to contribute to a challenging work environment in an area demanding techno-commercial knowledge and Troubleshooting, in the field of Incident Management, Remote Support, Problem Management, Identity Access Management, Knowledge Management Technical Support, Desktop Support, Networking Support, Mobility Support, Cloud Computing, Cognitive Technologies including Multimedia Applications. Skilled problem-solver can communicate with users at all levels of technical proficiency. Troubleshoot, resolve, and document user help requests for desktop, laptop, mobile, network, and peripheral problems. My objective is to obtain a challenging position where I can utilize my knowledge of networking and it should provide career growth. motivated to maintain customer satisfaction and contribute to company success.

EXECUTIVE SUMMARY

• Committed to core values, Core Competencies, and Functional Competencies of the organization. Techno-savvy professional with cross-functional experience and comprehensive business / technical skill set for handling large-scale delivery assignments in various platforms and technologies.
• Talented at resolving highly technical issues efficiently to maintain uptime and increase productivity levels. excelling in all aspects of IT support, with an emphasis on network technologies, wireless, mobility, and cloud computing. experienced in desktop support and network configuration. Vast knowledge of client and server applications, as well as installation and configuration of desktops and servers. Customer-oriented and skilled at relating to and connecting with people from all backgrounds.
• Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving client issues. (VPN, I-IAM-IDADMIN, and UCCE) queue resolver team handler), Consistently praised for communicating effectively with both technical and non-technical users. Known for excellent problem-solving skills and patience in dealing with frustrated users. Worked as VPN queue Resolver Team Member for VPN (VIRTUAL PRIVATE NETWORK) Technical Issues and Achieved a 0 ticket target and met the requirement as per the organization guidelines Worked as IAM – IDADMIN (IDENTITY ACCESS MANAGEMENT) for Lotus note Application, Worked on Lotus Notes ID File Login and Certification, Lotus Notes Domino Admin Tools and E-forms Issues as a Resolver Team, Worked on the Swivel Desk Queue For handling Telecom issues UCCE and also Achieved a 0 ticket target and met the requirement as per the organization guidelines, Escalated Matter with 3rd Party Teams like Dimension Data and got issued Resolved for Team players, Employees, and Agents.
• Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analysing, and rectifying problems. Partnered with Tier II and Tier III help desk peers based in different Countries detailed descriptions of issues in the trouble ticket system and followed up diligently to ensure swift resolutions.
• Support high-priority applications and effectively handle Priority or severity issues.
• Strong verbal and written communication skills with excellent telephone etiquette.
• Results-driven professional with proven ability in design, and production of the Demonstrated capability to understand and apply principles of visual organization, composition, information, hierarchy, symbolic representation, typography, aesthetics, and the construction of meaningful images.
• Poised to contribute innovative graphic artistry, evolving new styles and methodologies to produce the highest calibre designs, utilizing the most current technologies and collaborative brainstorming strategies.
• Incident Management of High Severity Incidents.
• Handle incoming calls and outgoing or call back for Help Desk issues
• Troubleshoot and resolve internet connectivity and general software and hardware issues. Able to apply knowledge of high availability system environments, if applicable
• Able to apply advanced knowledge to assist in the operation of one or more aspects of a technology area/customer group
• In-depth knowledge of administration or technical practices in relevant areas, plus the application of basic theory
• Able to demonstrate a broad knowledge of corporate policies, products/service portfolios, markets, and processes
• Able to demonstrate good oral, written, and telephone communication skills
• Ability to learn and develop quickly
• Excellent telephone, and oral communication skills, strong verbal and written English
• Strong interpersonal & relationship building
• Ability to work in a team environment, which may be local, global, virtual, or multifunctional
• Ability to multi-task and make sound judgments in a fast-paced, high-stress environment

INCIDENT MANAGEMENT

• Process Improvements – Identify and construct new process frameworks, as well as review, recommend, and document improvements to established processes
• Manage incident management bridge calls with support teams, on-call support application teams, and management
• Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents
• Manager Escalations – provide the first point of escalation within the P1M team
• Perform confidently and authoritatively in the role of incident management subject matter expert and lead customer personnel in responding to fast-paced incidents
• Conducting training and technical assistance for qualified vendors/service providers and division staff
• Engage with the incident response team and lead the process of documenting event details, creating incident response letters (either when requested or proactively based on severity), obtaining proper approvals, and distributing the final client-facing document
• When necessary, this position acts as a backup to the Incident Reporting Coordinator entering incident reports into the Incident Management System (IMS) and ensures the initial information entered IMS is accurate as reported, and provides consistency in information within the region
• Ensure that the incident management process is followed, that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded
• Work as part of the Incident Management team to ensure that the performance of the team achieves the defined performance targets and KPIs
• Provide professional second and third-technical support for Enterprise Network Management customers
• Provide a third and fourth level of troubleshooting for legacy customers and customers owned networks
• Work with other teams to identify improvement opportunities and ensure the end-to-end success of the Incident Management process
• Manage the operational support and oversee remediation activities with designated extended managed service providers
• Creates incident-related performance analysis and reporting for review by IT management
• Performs other work-related duties as assigned
• Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, etc.)
• Helping to create business-aligned support for the Incident Management process

KNOWLEDGE MANAGEMENT

• Maintaining and helping to manage the weighting application and serving in a configuration management and quality assurance capacity
• Improving and tailoring existing applications to communicate priorities
• Operate effectively within a fast-paced environment, multi-tasking and meeting simultaneous deadlines during short periods
• Developing and maintaining comprehensive procedures and supporting documentation to manage applications
• Build and maintain strong working relationships with diverse business groups to facilitate the adoption of the over-arching global content strategy
• Involved in communicating internal procedural changes and training new team members
• Co-manage a knowledge base for creating and distributing content used by internal teams globally across functions
• Defining and gaining approval on ADS's Training vision and strategy
• Help monitor and evaluate the knowledge-sharing program, including external benchmarking and evaluation programs/opportunities
• Turning the Training vision/strategy into action and managing execution through operations training managers
• Maintaining Amazon's high bar for clear, concise, and trustworthy Training content
• Provide support for the establishment of communities of practice, including workshops, one-on-one guidance, and troubleshooting
• Aligning ADS's Training with Global initiatives and standards
• Recommend Knowledge Management infrastructure for the global Marketing Science team with inputs and solutions for all markets
• Drive both internal and external training/education strategies from actual in-person, video, self-learning, and external certification programs
• Collect feedback and questions from client/sales organizations and training and allow for this feedback to influence future research/studies and key investment areas for Marketing Science
• Manage external vendors such as design resources to produce final training materials
• Solid track record of inspiring action based on data-driven insights
• Track record of operating independently, demonstrating creativity, being detail-oriented, and delivering results in a highly organized manner

PROBLEM MANAGEMENT

• Analysing issues with existing discovery deployments, analyses, and resolving the same Performing NPLs (No Problems Later) for critical (Red) severity problems Lead Root Cause Analysis investigations to successfully identify root causes of problems that impact the Capital Markets (front office technology) IT estate Identify focal points and then lead causal analysis investigations to successfully identify causes of problems that impact the Client Technology Infrastructure Operations and Technology IT estate Support Senior Management by providing, or contributing to periodic reports and presentations Adopt a culture of continual process improvement and best practice within the region, with regional peers in global forums, to ensure processes and tools are effective Track Problem governance metrics and continuously seek to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open, closed, problems with no Post-mortems done, Problems with no tasks, Problems ready for closure, etc and also related action items are tracked and completed
• Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Handle Email Tickets regarding help desk issues AD/Active Directory assistance Remote login to troubleshoot and or repair issues on a user's pc or laptop Handle incoming nationwide Service Desk calls from plants and offices Troubleshoot Issues & Map Drives, Install Printers, and repairs on Microsoft Office Handle Email Tickets from Users regarding IT issues and miscellaneous other issues Active Directory Password and Account Management User manager CTI Password and Account 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 Exposure to ITIL framework. Handle client contacts & engage as & when required. Work with the right resources to resolve an issue & make sure the issue is resolved & client is updated · Prepare the required reports tickets & calls. Manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high-impacting severity problems as agreed in the Incident Management process and Service Level Agreements (SLAs). Instigate and chair technical bridge and management bridge conference calls and assign tasks to the relevant attendees send out the relevant reports after conference bridges and at the end of each incident Send email communications to a wide global audience giving details of the incidents. Send Executive Communications as required Review lower severity issues and ensure that the appropriate focus is being. Work within accounts to help better establish processes. Assist in overseeing the day-to-day operations and assist with ITIL building within the department. Created a new process for live transfer calls for all members to follow to ensure a proper flow for resolving incidents. Initiate Technical Bridges and Management Bridges and keep all parties up to date on issues until resolved. Also, provide support and assist with the resolution of issues. Liaison with the team managers and technical leads to ensure that incidents are resolved swiftly and within SLA windows. Monitor multiple accounts at once and provide clear communication to all parties involved to quickly resolve critical incidents. Trained department members for VPN and created and provided documentation to help assist them in doing their jobs to the best of their ability.

• Technical Support
• Currently pursuing a career in IBM-INDIA Being the part most dynamic environment for IBM-INDIA
• Practical knowledge of technical troubleshooting and Support under IBM SUPERVISION
• Willing to take challenges and willing to work 24x7 environment also
• Able to handle high pressure and working environment
• Handling one of the most reputed company's tech support account in IBM-TSC (HERTZ)
• Won recognition for designing a logo and Naming the Event IMPULSE for IBM TECH ANNUAL EVENT
• IBM GTS-MWSD Hall of Fame, and Manager choice award twice
• And certification of recognition from team IBM Hertz
• Created a new method of running technical conference calls for Major Incidents
• This reduced time spent on the issue as well as cleared up communication between all teams
• Took Live Transfer Calls Which reduced the resolution time for Incidents
• Multimedia and 3D Design Web and Graphics (FREELANCE DESIGNER)
• Designing, developing & maintaining home pages & web pages
• Conceptualize & define the layout and design of presentations/banners and other material for the print media
• Design Animated / Non-Animated Banner, Letterheads, Logos & Corporate Identity Brochures
• Designing, developing, and maintaining a 3D prototype model or Rough plain 3D Models
• 3d model texturing, Lighting, Rigging, Video Compositing, Frame Based Animation, Video File Format including both audio and sound effects using the state-of-the-art 3D studio, Sound, Video, and Compositing Designed logo for Genius Rocket Website, Himalaya Nature Fresh Presentation, Educomp, and Aadyant Set Design Created Stall Design for Jain Uday Group, Blue Mountain Group, Zee Group (kid zee), Chhabra 555, 21rst Century Group.