Summary
Overview
Work History
Education
Skills
Certifications
Awards
Projects
Timeline
Generic

Ganesh Naidu

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.

Overview

5
5
years of professional experience

Work History

Senior Process Executive

Infosys BPM
Pune, India
10.2024 - Current

Providing service desk operations for US
client(Travelers) which includes:

  • Active directory operations.
  • Troubleshooting the application related issues.
  • Hardware issues.
  • Team collaboration for resolutions.
  • Optimized production quality by identifying bottlenecks and developing targeted solutions.
  • Maintained a positive work environment by fostering open communication, providing constructive feedback, and recognizing team achievements.
  • Trained junior team members in technical skills and industry best practices, fostering a culture of learning and growth.
  • Provided strategic and operational recommendations for improvement across departments.

Associate Technical Support Analyst

BMC Software, Inc
Pune, India
10.2022 - 06.2024
  • 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 this application to
    eliminate deprecated features and improve
    system performance, addressing identified issues.
  • Integrated OKTA authentication into this application, significantly enhancing security protocols and streamlining user management.
  • 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.
  • Collaborated with cross-functional teams to
    develop solutions for recurring technical
    problems.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Resolved complex technical issues for clients, enhancing overall system performance.
  • Offered remote support for cloud-based and web-based clients via phone, email, and chat.
  • Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
  • Decreased response times with efficient ticket management and prioritization of urgent issues.
  • Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
  • Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.

Intern

Brintons Carpets
Pune, India (Remote)
06.2022 - 08.2022
  • Developed number of modules for 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
Pune, India
06.2020 - 01.2021
  • Worked with the team to develop modules of
    a web based application using PHP
  • Audited incoming data points, collating information into useable planning packages for project management personnel.
  • Participated in creation and maintenance of project tracking tools, verifying clear communication of inherent expectations and responsibilities.
  • Managed client communication distribution during ongoing projects.
  • Assisted in assembling project documentation for project manager, confirming inclusion of data and preliminary information.

Education

Master of Computer Applications - Information Technology

Dr. Ajeenkya D. Y. Patil School of MCA
Pune, India
1

Bachelor of Computer Applications - Information Technology

P Jog College of Science And Commerce
Pune
1

Higher Secondary(12th) - Science

Abasaheb Garware College
Pune, India
1

Skills

  • Troubleshooting, critical thinking Adaptability, team working,Java Jira ticket Html CSS PHP Sql Web methods okta springboot

Certifications

  • Certification in JAVA, ENVISION COMPUTER
    TRAINING INSTITUTE
  • Certification in PHP, ENVISION COMPUTER
    TRAINING INSTITUTE
  • Full Stack Development in JAVA, SEED Infotech Pvt. Ltd.

Awards

  • Spot Award, BMC Software,

          Received spot award for successfully migrating PHP application from version 5.4 to 8.1.

  • Best Performer award, BMC Software, 12/01/23,

          Best Performer in the respective quarter.

Projects

  • ALCM(Asset LifeCycle Management),
    11/01/22, 08/01/23,

         Migrated PHP Internal Application to RHEL 8(from 6) and PHP 8.1(from 5) version.


  • Critical Inventory Management System,
    04/01/22, 09/01/22,

          Spring boot, Hibernate, MySQL, JSP, HTML, CSS, Bootstrap, JavaScript

Timeline

Senior Process Executive

Infosys BPM
10.2024 - Current

Associate Technical Support Analyst

BMC Software, Inc
10.2022 - 06.2024

Intern

Brintons Carpets
06.2022 - 08.2022

Project Trainee

Techno Cipher IT Solutions
06.2020 - 01.2021

Master of Computer Applications - Information Technology

Dr. Ajeenkya D. Y. Patil School of MCA

Bachelor of Computer Applications - Information Technology

P Jog College of Science And Commerce

Higher Secondary(12th) - Science

Abasaheb Garware College
Ganesh Naidu