David Sekar
Chennai
Summary
Seeking to enroll in a challenging atmosphere, the goal is to achieve success for both the organization and oneself through hard work and determination. With a passion for learning and staying up-to-date with the latest trends, eager to fully explore potential. Embracing an innovative and competitive world, ready to contribute skills and dedication to make a meaningful impact.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Lead (Snr. Analyst Technology Service Desk) Incident Management
BNY Mellon
12.2012 - 01.2025
- Company Overview: Bank of New York Mellon
- Led a team within incident management effectively delegating tasks and incidents to team members, ensuring the timely and efficient resolution of software, hardware, and access-related issues
- Coordinated and facilitated the onboarding process for new employees during the recruitment
- Provided effective technical support to end-users and managed incidents and service requests using ServiceNow & REMEDY 9 tools, ensuring prompt resolution and adherence to service level agreements
- Delivered second-level support to employees via phone calls, live chat, and e-support tickets within the L2 queue, efficiently resolving technical issues escalated to the L2 support team
- Responsible for providing Level 2 support to identify and resolve software and program-related errors on PCs
- Implemented the pilot batch of L2 Remote Desktop Support operations (RDS) in the Chennai location
- Managed and led the IT disaster recovery (DR) processes
- Rendered strategic direction and guidance to team members, ensuring efficient issue resolution through the utilization of KNOWLEDGE BASE ARTICLE
- Deployed second-level technical support services and assistance to employees and clients associated with BNY Mellon
- Bank of New York Mellon
Associate-Support Engineer (Technical support team – Netgear products)
CSS CORP
10.2010 - 12.2012
- Company Overview: Cyber Slash Support
- Responsible for troubleshooting by conducting diagnostics to identify and resolve hardware, software, and network-related issues ensuring system stability and performance
- Delivered technical support by addressing and resolving system-related in real-time utilizing chat and call channels to ensure prompt resolution to user queries
- Analyzed and identified the root cause of technical issues, and implemented corrective actions to prevent recurrence to ensure long-term system stability
- Configured Netgear routers on the user network ensuring optimal connectivity via LAN cables and Wi-Fi interfaces for seamless access and performance
- Escalated the unresolved issues to the relevant team for further analysis and resolution
- Contributed to the development of training materials, ensuring content accuracy and alignment with operational standards
- Facilitated knowledge transfer and provided support to peer groups ensuring effective collaboration and skill-sharing between teams
- Cyber Slash Support
Education
B.B.A - Business Administration
Madras University
Higher Secondary - XII STD
St. Joseph’s A.I.H.S.S
AISLC - X STD
St. Anthony's A.I.H.S
Skills
Microsoft Office
Certification
Achieved the ITIL Foundation certification in IT Service Management (ITIL 4 Edition).
Contributions
- Assisted the team in learning new methods for resolving issues occurring to current trends.
- Instructed new members on troubleshooting techniques and ticket routing for efficient solutions.
- Contributed to projects such as VPN and MS Office migration along with the FCR Project, dedicating additional weekend hours to meet business requirements.
- Cultivated strong relationships with colleagues and management, enhancing overall team performance.
- Trained and mentored junior team members in troubleshooting practices.
- Offered support with administrative tasks for the team.
- Conducted training sessions for newly hired employees.
Spouse
Juliana David
Personal Information
- Date of Birth: 09/10/87
- Gender: Male
- Nationality: Indian
Appreciations
- Received star remarks and appreciation from users and clients during priority issues.
- Got 'Wow Awards' for timely resolution of ongoing issues.
Disclaimer
I declare that all the information furnished above is true to my knowledge and belief.
Timeline
Team Lead (Snr. Analyst Technology Service Desk) Incident Management
BNY Mellon
12.2012 - 01.2025
Associate-Support Engineer (Technical support team – Netgear products)
CSS CORP
10.2010 - 12.2012
Higher Secondary - XII STD
St. Joseph’s A.I.H.S.S
AISLC - X STD
St. Anthony's A.I.H.S
B.B.A - Business Administration
Madras University
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