Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Personal Information
Timeline
CustomerServiceRepresentative

ANSAR AHMED MUJAWAR

Technical Staff Specialist Support Analyst
Pune

Summary

Highly experienced and customer-focused BMC Certified Discovery Technical Support Engineer with 8.5+ years of hands-on expertise in the implementation, configuration, integration, and troubleshooting of BMC Discovery and Helix Discovery. Adept at resolving complex issues, supporting cloud/on-prem environments, and integrating with platforms like CMDB (BMC, ServiceNow). Known for delivering timely solutions, maintaining high customer satisfaction, and contributing to process optimization.

Overview

9
9
years of professional experience
2015
2015
years of post-secondary education
4
4
Certifications
3
3
Languages

Work History

Technical Support Engineer – BMC Discovery

BMC Software Inc.
03.2018 - Current
  • Provided end-to-end support for BMC Discovery and BMC Helix Discovery across EMEA and APAC regions.
  • Handled over 2500+ technical support cases, including critical escalations, delivering effective resolutions with high customer satisfaction.
  • Supported discovery of hybrid IT infrastructure including Windows, Linux, AIX, HP-UX, Solaris, and network/storage devices using SNMP, WBEM, SSH, REST API.
  • Managed Discovery Clusters, Outpost registration, and multi-appliance environments.
  • Helped customers in building their Clusters based on their IT infrastructure discovery requirements.
  • Assisted with Cloud discovery configurations/problems for AWS, Azure, and other environments.
  • Enabled customers to model applications via SAAM, CAM, and Static Modelling.
  • Conducted detailed RCA, created troubleshooting guides, and Knowledge Base articles for future references.
  • Performed integrations with BMC Atrium CMDB, Remedy, and ServiceNow CMDB.
  • Logged and tracked RFEs and product defects through internal collaboration with Discovery R&D team.
  • Actively contributed to lab setup including its maintenance(upgrading, applying TKUs) and enhancement for internal knowledge transfer.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Delivered Discovery related webinars for the Customers.

Intern – BMC Discovery Support Analyst

Nityo Infotech Pvt. Ltd.
10.2016 - 03.2018
  • Company Overview: Deputed to BMC Software
  • Supported initial customer onboarding and Discovery case handling in coordination with BMC teams.
  • Assisted with appliance upgrades, patch installations, and credential setup across OS platforms.
  • Maintained lab environments and documented Discovery configurations and findings.
  • Deputed to BMC Software

Education

Bachelor of Engineering - Electronics & Telecommunication

Savitribai Phule Pune University

HSC - undefined

Maharashtra State Board

SSC - undefined

Maharashtra State Board

Skills

Troubleshooting of Discovery related issues

Certification

BMC Certified Associate: Discovery 22.x for Administrators Online Exam

Accomplishments

  • Resolved critical Discovery issues resulting in improved MTTR and customer retention.
  • Contributed to custom automation for appliance configuration and scanning operations.
  • Authored internal documents and guided junior engineers on Discovery usage.

Personal Information

  • Hobbies: Playing sports such as Cricket, Badminton
  • Date of Birth: 03/20/91
  • Nationality: Indian
  • Marital Status: Married

Timeline

BMC Discovery- ITOM bootcamp certification

04-2025

BMC Certified Associate: Discovery 22.x for Administrators Online Exam

12-2023

BMC Certified Associate: Discovery 21.x for Administrators Online Exam

12-2022

BMC Certified Associate: Discovery 20.x for Administrators Online Exam

09-2021

Technical Support Engineer – BMC Discovery

BMC Software Inc.
03.2018 - Current

Intern – BMC Discovery Support Analyst

Nityo Infotech Pvt. Ltd.
10.2016 - 03.2018

HSC - undefined

Maharashtra State Board

SSC - undefined

Maharashtra State Board

Bachelor of Engineering - Electronics & Telecommunication

Savitribai Phule Pune University

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ANSAR AHMED MUJAWARTechnical Staff Specialist Support Analyst