Ganesh Naidu
IT Support Specialist / Technical Support Engineer
Pune
Summary
Results-driven Technical Support Specialist with over 2 years of experience in providing excellent IT support to end-users. Strong background in network troubleshooting, operating systems, ticket management, and customer service. Adept at working efficiently in fast-paced environments. Renowned for a patient and problem-solving approach. Excels in prioritizing tasks to meet SLAs.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Senior Process Executive
Infosys BPM
10.2024 - Current
- Providing service desk facility for US client(Travelers)
Associate Technical Support Analyst
BMC Software
10.2022 - 06.2024
- Implemented ITIL best practices using the Remedy application, optimizing service management workflows and ensuring seamless tracking of incidents, requests, and changes, specifically in the context of JIRA and MDM applications.
- Worked extensively with JIRA, managing user stories and developing behaviors based on user criteria, including creating personalized workflows to accommodate necessary changes.
- Led the migration of a PHP Internal Application from RHEL 6 to RHEL 8 and PHP 5 to PHP 8.1, ensuring a smooth transition while addressing deprecated functionalities and technical complexities.
- Redeveloped 20% of the application to eliminate deprecated features and improve system performance, addressing identified issues.
- Integrated OKTA authentication into the application, significantly enhancing security protocols and streamlining user management.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
Intern
BRINTONS CARPETS ASIA PVT. LTD.
06.2022 - 08.2022
- Developed a web-based spring boot application named Stock and Critical Inventory Management System
- Tools used: Spring Boot, Hibernate, JSP, Java.
Project Trainee
Techno Cipher IT solutions
06.2020 - 01.2021
- Worked with the team to develop modules of a web based application using PHP
Education
MCA - Computer Applications Development
Dr. Ajeenkya D.Y. Patil School of MCA
Pune, India 01.2020 - 01.2022
BCA - undefined
P. Jog College of Science and Commerce
01.2017 - 01.2020
Higher Secondary Education(12th) - undefined
Abasaheb Garware College
01.2015 - 01.2016
Skills
- Java
- PHP
- Technical Proficiency
- Troubleshooting Skills
- Team Collaboration
- Spring boot
- Ticketing tools(Service Now, JIRA, Remedy)
Certification
Certification in JAVA, ENVISION COMPUTER TRAINING INSTITUTE
Awards
- Spot Award, BMC Software, Received spot award for successfully migrating PHP application from version 5.4 to 8.1.
- Best Performer award, BMC, 12/01/23, Best Performer in the respective quarter.
Timeline
Senior Process Executive
Infosys BPM
10.2024 - Current
Associate Technical Support Analyst
BMC Software
10.2022 - 06.2024
Intern
BRINTONS CARPETS ASIA PVT. LTD.
06.2022 - 08.2022
Project Trainee
Techno Cipher IT solutions
06.2020 - 01.2021
MCA - Computer Applications Development
Dr. Ajeenkya D.Y. Patil School of MCA
01.2020 - 01.2022
BCA - undefined
P. Jog College of Science and Commerce
01.2017 - 01.2020
Higher Secondary Education(12th) - undefined
Abasaheb Garware College
01.2015 - 01.2016
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