Anupam Kumar Gupta

Achievement-driven professional, successful in achieving business growth objectives within turnaround and rapid changing environment; targeting managerial level assignments in IT Support with a leading organization of repute.

• POB for my hard work in the organization in 2013 [Pat on Back is an organization level excellence award]
• POB awards for the tireless and dedicated efforts towards the restoration of the service of Remix application and coordinating the BOSS EMR2 release at onshore in the year 2014.
• Engaged in application upgrade which was appreciated and the team got rewarded with memento by the client in 2015.
• Received Thank You card from customer for investigating and resolving MS Dynamics CRM issues on Onsite period at UK.
• Received certificate for appreciation from client (bank) for the overall support provided and for stabilizing the module in the bank project in Feb 2023.
• Received appreciation and ovation for billing activity and taking over a long pending reconciliation exercise and completing it within 15 days in the bank project.
• Received 'Best AQtivist' award in May 2024.
• Received 'Digital Warrior' award in March 2025.

• L1 Insurance, Oracle PL/SQL Internal Training
• ITIL foundation V3 from IGATE Completed L1 in RDBMS, SQL, PLSQL
• Unix Training

• A competent professional with over 13 years of experience in IT Support.
• 8+ years experience in Team leading / managing.
• Extensive experience of technologies like Oracle PL/SQL, Unix, ITIL methods (Problem management, Incident Management, Change management), MS Dynamics CRM and customizations, and Microsoft office products.
• Good exposure to working of a bank project that covers Bank support processes, functional and technical working of a bank module.
• Experience in handling and responsible for billing and reconciliation activities in bank project.
• Experience including analysis of large scale custom built object-oriented applications; skilled in debugging, troubleshoot issues.
• Hold experience in Bank domain, National Pension system, Life Insurance, Travel Insurance and Healthcare Domains, MS Dynamics CRM product, Cash Management system.
• Intense experience in Microsoft excel and have awareness of VBA/Macros.
• Active role in identifying scope for monitoring as a pro-active approach.
• Experience in handling escalation.
• Active Involvement in interview and appraisal process.
• Have built Good Coordination and Communication skills.
• Skilled in working with product management and engaged internal customers to understand requirements and gather feedback on solutions.
• Key member of the Root Cause Analysis (RCA) team that analyzed bug patterns and provided insights and practices to the development team for prevention of high priority/severity bugs.
• Worked in the role of Onsite coordinator at United Kingdom for a year from July 2014 –July 2015.
• Expertise in using Service Now, CRM, HPOV and ITSM for ticketing system and gained experience in managing the ticketing system.
• Familiar with tools- Oracle SQL developer, SQL Plus, TOAD, Ultra-vnc, Skype, MS SQL server management studio 2012 and 2016, Putty, Winscp, MS Teams, MS office products, ARCON tool.
• Proficiency to support and sustain a positive work environment that fosters team performance; possess proactive attitude, capability to think in & out-of-the-box.

• 8+ years of experience in leading and managing a team.
• Coordinating with other IT teams within the projects to resolve incidents/queries or concerns of the Customer; providing prompt response/action to customer queries/issues having total understanding on the urgency and business impact.
• Actively involved in log analysis and database query/procedure debugging for RCA and troubleshooting of production issue.
• Always looking forward to identify monitoring and automation areas/task.
• Actively involved in writing and debugging Linux Shell scripts.
• Actively involved in billing activities. Responsible for verification and execution of correct billing of over 400 corporates every month in the current assignment.
• Troubleshooting and resolution of Billing related issues.
• Performing complex reconciliation exercises in bank project.
• Intense experience in incident management, problem management and change management area.
• Identify repeated issues and prioritize for permanent solution.
• Ensuring timely maintenance of the application and the surrounding infrastructure.
• Involved in Vulnerabilities fixing.
• Allocation of work to the team and ensuring proper guidance to the team.
• Handling project escalation.
• Involved in preparation and presentation of data for weekly, monthly and quarterly review meetings with stakeholders/clients/HOD and above.
• Values customer service and company reputation.
• Documentation for essential processes and critical &repeated solutions/activities.
• Accountable for availability and continuity of application services.
• Interacting with the customers to understand, gather and categorize the production issues and organizational requirements to achieve customer satisfaction; communicating with internal/external clients to determine specific requirements and expectations; managed client expectations as an indicator of quality.
• Sufficient exposure and experience in MS Dynamics CRM functional domain.
• Creating SQL scripts and complex queries for data analysis.
• Assisting in determining operational feasibility through analysis, problem definition, requirement analysis, and proposing solutions; participating in requirements gathering for enhancements and creation of high-level as well as detailed-level design documents.
• Responding to user requests for service, troubleshooting problems and helping in developing solutions.
• Ensuring that support processes are followed with regarding to issue resolution and problem management.
• Ensuring teams Service-Level Agreements for issue resolution and remediation are adhered to.
• Planning and Coordination of application upgrade/release related activities in production environment.
• Following process to ensure critical and other important solutions are documented and stored in MS OneNote.
• Interacting with customers and their vendors to resolve client queries/issues.
• Planning, coordinating and executing DR drills activities.
• Troubleshooting issues, analyze the logs, interact with other Project teams and providing Solution.