Overall 15+ years of experience in the Software Industry. ITSM Solution Architect with 3 years of experience in ITSM, CMDB, ITAM, SAM, Integrations solution implementation and consulting. Experience in architecting and implementing IT Service Management solutions based on ITIL best practices. Experience in planning, leading discussions with customers, requirements gathering, conducting assessments and workshops, and designing integrated end-to-end solution as per ITSM principles and techniques. Experience in designing and deploying automated workflow solution along with Incident, Service Request, Problem, Change, Knowledge management, Configuration. Holds technical knowledge on programming languages, systems, databases, networks, reports development, web services etc.
Hi, I’m
DURGESH D ACHARYA
Bangalore
Summary
Overview
15
years of professional experience
Work History
SymphonyAI SummitBangalore
Solution Architect
04.2023 - Current
Job overview
- Architecting and implementing IT Service Management solutions based on ITIL best practices.
- Planning, leading discussions with customers, requirements gathering, conducting assessments and workshops, and designing integrated end-to-end solution as per ITSM principles and techniques.
- Designing and deploying automated workflow solution along with Incident, Service Request, Problem, Change, Knowledge management, Configuration.
Symphony SummitBangalore
Associate Solution Architect
01.2021 - 04.2023
Job overview
- Architecting and implementing IT Service Management solutions based on ITIL best practices
- Supported customer implementations and confirmed success through identification and application of repeatable best practices.
- Communicated with clients to understand system requirements.
- Planning, leading discussions with customers, requirements gathering, conducting assessments and workshops, and designing integrated end-to-end solution as per ITSM principles and techniques
- Designing and deploying automated workflow solution along with Incident, Service Request, Problem, Change, Knowledge management, Configuration.
SymphonyAI SummitBangalore, KA
Senior Product Engineer
09.2019 - 12.2020
Job overview
- Implementing IT Service Management solutions based on ITIL best practice's
- Planning, leading discussions with customers, requirements gathering, conducting assessments and workshops, and designing integrated end-to-end solution as per ITSM principles and techniques
- Deploying automated workflow solution along with Incident, Service Request, Problem, Change, Knowledge management, Configuration.
Sobis Teksoft Pvt. LtdBangalore, KA
Implementation Specialist
05.2016 - 09.2019
Job overview
- Implementing Integrated Management Software based on ISO best practice's
- Planning, leading discussions with customers, requirements gathering, conducting assessments and workshops, and designing integrated end-to-end solution as per ISO principles and techniques
- Deploying automated workflow solution along with Documents,Internal Audits,Management Review,Equipment Calibration and other 10+ modules.
- Implemented training initiatives by incorporating industry trends and collaborating with senior leaders.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
Sobis Software India Pvt LtdBangalore
Support Lead
05.2014 - 05.2016
Job overview
- Handled high priority incidents making quick decisions in an effort to reduce overall impact
- Ensures that incidents and requests are handled according to agreed procedures and that documentation of the supported components is available for those providing support
- Gathered data from incidents that had been resolved for careful review and analysis to prevent future events
- Mentored junior engineers and new hires to better improve the competency and efficiency of all staff
- Collaborated successfully with cross-functional development teams to design and manufacture new products
- Analysis of Change requests from Customers and Preparation of SSD (Solution Scope Document) for approvals
- Preparation of reports & presentations as per the management requirements
- Responded to customer requests via telephone and email
- Shift availability and flexibility, including occasional weekend coverage
- Interacting with customers to discuss about their concerns & to get feedback on Support process
- Internal meetings with support team for process improvements
- Provided training to end users on new and updated systems and software
- Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff
- Collaborated with clients from concept through final delivery of product or service
- Provided continued maintenance and development of bug fixes and patch sets for existing web applications
- Established compatibility with third party software products by developing program for modification and integration.
- Responded to user inquiries about hardware and software, explaining features and resolving questions.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Sobis Software India Pvt LtdBangalore
Senior Software Engineer, Support
Software Engineer
04.2011 - 04.2014
Job overview
- Responsible for understanding client requirements, perform gap analysis
- Coordinate with development team and quality team for application development and testing
- Implementation in Quality and Production environment
- Preparation of User manuals
- Training to stakeholders
- Application
Sobis Teksoft Pvt LtdBangalore
Software Engineer
11.2007 - 03.2011
Job overview
- Part of development Team
- Part of Implementation Team
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
Education
Canara Engineering College
BE from Information Science and Engineering
01.2006
University Overview
Skills
- Technical Skills
- Operating Systems:
- Unix, Linux, Microsoft Windows-Based and MacOS
- Software, Tools, Applications & Protocols: SummitAI (Service Management, Asset Management, CMDB, Discovery, Service Catalog, IT hardware, software, and network agent/agentless discovery, BI Reports, SQL Server, MS Office, IIS,
- SummitAI versions: Alps, Sierra, Denali, Tahoe
- Hardware: All major Desktop, laptops, servers, switch, routers etc
- Certifications
- ITIL V3 Foundation
- Certified Scrum Master
- Projects
Languages
Languages
Languages
English
First Language
Hindi
Proficient
C2
Malayalam
Proficient
C2
Timeline
Solution Architect
SymphonyAI Summit
04.2023 - Current
Associate Solution Architect
Symphony Summit
01.2021 - 04.2023
Senior Product Engineer
SymphonyAI Summit
09.2019 - 12.2020
Implementation Specialist
Sobis Teksoft Pvt. Ltd
05.2016 - 09.2019
Support Lead
Sobis Software India Pvt Ltd
05.2014 - 05.2016
Senior Software Engineer, Support
Software Engineer
Sobis Software India Pvt Ltd
04.2011 - 04.2014
Software Engineer
Sobis Teksoft Pvt Ltd
11.2007 - 03.2011
Canara Engineering College
BE from Information Science and Engineering
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