Basant Kumar
New Delhi
Summary
Skilled Service Desk professional with expertise in Information Technology, providing technical support and customer service in fast-paced environments. Capable of troubleshooting and resolving complex technical issues efficiently. Experienced in addressing end-user needs and optimising IT operations across various systems including Oracle Retail Xstore POS and Healthcare Information Systems.
Overview
11
11
years of professional experience
Work History
Consultant Tech Support
Tenarai Technologies Pvt.
Noida, India
01.2023 - Current
- Provided daily technical support for end-user hardware and software issues.
- Resolved end-user issues for hardware, XStore POS software, and peripherals.
- Installed XStore and completed patch upgrades for XStore POS systems.
- Followed up on support tickets to confirm resolution progress.
- Improved end-user satisfaction through consistent care and timely responses.
- Collaborated with Level 3 and escalation teams to speed resolutions.
- Provided technical support via emails and messaging during busy shifts.
- Followed up on tickets and inquiries using accurate web-based recordings.
- Prioritised workloads to meet minimum service levels during daily operations.
- Used database knowledge and SQL queries for investigations and troubleshooting.
- Managed database requests and supported database management system tasks effectively.
Consultant Tech Support
Kellton Tech Solution LTD
Gurugram, India
09.2021 - 12.2022
- Provided L2 application support for healthcare information systems using ITIL processes.
- Handled incident, service request, and problem tickets while maintaining compliance.
- Collaborated with development and support teams to resolve complex production issues.
- Investigated application and data issues and delivered timely resolutions.
- Monitored application performance and maintained service availability for critical healthcare operations.
- Performed technical analysis and troubleshooting for data integrity and application issues.
- Conducted root cause analysis to resolve production incidents with database fixes, minimising downtime.
- Implemented database structural changes, including table creation and schema modifications.
- Developed and maintained SQL Server stored procedures, views, indexes, and triggers.
- Performed T-SQL DDL, DML, and DCL operations in SQL Server Management Studio.
- Generated ad-hoc reports and supported business reporting requirements.
- Provided technical support and resolved issues for web and desktop healthcare applications.
Consultant Tech Support
CMS Computers Ltd. & SRIT Private Ltd.
New Delhi, India
09.2016 - 09.2021
- Provided functional and backend support for ESIC applications across pan-India locations.
- Resolved customer software issues via email support channels.
- Coordinated hospital information system team activities for ongoing application delivery.
- Supported MySQL databases 5.7 and 8.0 using predefined DDL and DML.
- Participated in requirement discussions during conference calls and stakeholder meetings.
- Maintained application availability and responsiveness during critical incidents and emergencies.
- Executed functional testing in staging and production after patches and releases.
- Validated disaster recovery drills by testing application functionality in DR sessions.
- Initiated bridge calls for P1 incidents and coordinated resolver team workflows.
Consultant Tech Support
Wipro InfoTech Limited.
New Delhi, India
05.2015 - 09.2016
- Logged, prioritised, and resolved incidents and service requests within SLA targets.
- Acknowledged and resolved trouble tickets within specified SLAs for service efficiency.
- Delivered remote and on-site troubleshooting for hardware and software issues.
- Utilised BMC Remedy for logging, tracking, and managing incident resolution to maintain service continuity.
- Escalated critical incidents to appropriate support teams and ensured timely resolution.
- Supported 24x7 operations and participated in Root Cause Analysis (RCA) for recurring issues.
- Provided end support to field technicians, resolving any problems encountered.
Education
B. TECH - ECE
PTU University.
Jalandhar01-2013
12th - Science-PCM
Maharaja College
Ara01-2009
10th -
Higher Secondary School
Piro01-2007
Skills
- ITIL process management
- Incident and problem management
- JIRA proficiency
- ServiceNow ticketing system
- IT infrastructure support
- Escalation handling
- Major incident management
- Hardware installation
- Application support
- SQL and SQL Server 2014/2019
- MySQL 57/80 and Workbench 80x
- Service desk operations
- Root cause analysis
- Cloud and DevOps: AWS (Lambda, EC2, S3, RDS, DynamoDB, VPC, Load Balancer), Docker
Profiles
www.linkedin.com/in/basant-kumar-010abb5
Timeline
Consultant Tech Support
Tenarai Technologies Pvt.
01.2023 - Current
Consultant Tech Support
Kellton Tech Solution LTD
09.2021 - 12.2022
Consultant Tech Support
CMS Computers Ltd. & SRIT Private Ltd.
09.2016 - 09.2021
Consultant Tech Support
Wipro InfoTech Limited.
05.2015 - 09.2016
B. TECH - ECE
PTU University.
12th - Science-PCM
Maharaja College
10th -
Higher Secondary School