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
Excel
SCCM
ALTRIS
JIRA
Basic Networking
Active Directory
Remedy
Service Now
BYOD company owned device
Windows 98
Windows 2000
Windows XP
Windows Vista
Windows 7
Windows 8
Windows 10
Windows 11
CMS
Bomgar
VDI
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