Summary
Overview
Work History
Education
Skills
Certification
Contributions
Spouse
Personal Information
Appreciations
Disclaimer
Timeline
Generic

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
David Sekar