Jani Harish Kumar
Systems Engineer
Hyderabad
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Sr.Systems Engineer
Zensar Technologies
Hyderabad
08.2022 - Current
- Paid attention to detail while completing assignments.
- Resolved problems, improved operations and provided exceptional service.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Skilled at working independently and collaboratively in a team environment.
- Learned and adapted quickly to new technology and software applications.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend and holiday shifts.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Communicated regularly with customers concerning data exchange and technology integration.
Service Desk Engineer
Arete-IR
Hyderabad
01.2022 - 07.2022
- Worked on Azure Active Directory tasks like below
- Creating user account creation, changes to user profiles and separation process
- Escalating the process as necessary per established escalation policies
- Leverage service desk best practices and process frameworks, such as ITIL foundations, to drive continuous process improvement
- Maintaining accurate hardware and software inventory and configuration information
- Involved in Logistic activities like shipping hardware assets and recovering assets from users
- If required had to contact OEMs and third-party resources to raise hardware and software related complaints
- Actively participated in assets auditing regularly
- Monitoring the status and progress towards resolution of assigned Incidents
- Performing Incident investigation diagnosis and resolution
- Provides technical support to the organization's internal users of computer applications and hardware
- Working knowledge of MS operating systems and applications
- Supporting the growing mobile and in office workforce on issues related to network connectivity, hardware failures, software usage (including Windows OS and Commercial off the shelf applications), phone system, etc
- Experienced with an ITSM Suite and Incident Management System
- Ability to work shifts outside of 9 am to 5 pm
- Monday to Friday, including overtime, weekends and holidays.
IT Administrator/Service Desk
Wipro Ltd
01.2019 - 12.2021
- Assisting with the detection and recording of possible Problems
- Assisting with the fulfilment of Service Requests
- Escalating the process as necessary per established escalation policies
- Leverage service desk best practices and process frameworks, such as ITIL foundations, to drive continuous process improvement
- Maintaining accurate hardware and software inventory and configuration information
- Monitoring the status and progress towards resolution of assigned Incidents
- Performing Incident investigation diagnosis and resolution
- Provides technical support to the organisation's internal users of computer applications and hardware
- Working knowledge of MS operating systems and applications
- Supporting the growing mobile and in office workforce on issues related to network connectivity, hardware failures, software usage (including Windows OS and Commercial off theshelf applications), phone system, etc
- Experienced with an ITSM Suite and Incident Management System
- Ability to work shifts outside of 9 a.m
- 5 p.m
- Monday to Friday, including overtime, weekends and holidays.
Process Associate
TCS
Hyderabad
11.2016 - 07.2018
- Manage time effectively, meet personal goals and work effectively with other members of the distribution team
- Excellent organizational skills, ability to prioritize multiple priorities and strong attention to detail
- Managed incoming customer requests via phone, email, voicemail and web interface and prioritize incidents based on severity and impact to business production
- Provision of effective Incident Management, working closely with resolver groups to undertake effective Problem Management
- Provided prompt and professional IT support services to local and remote customers by troubleshooting, analyzing and diagnosing IT incidents and engaging appropriate technical resources to resolve them
- Demonstrated the highest degree of professional standards and strict confidentiality in matters that require discretion and adhered to firm policies and procedures
- Received a 90% average customer satisfaction rating
Process Associate
Sitel
Hyderabad
10.2015 - 10.2016
- Handle complaints (member/provider), grievances/appeals (member/provider) via relevant recording/reporting system
- Answer and direct 70+ calls daily, with goals including managing customer accounts, processing refunds, troubleshooting, tech support and customer support
- Received a 90% average customer satisfaction rating
- Able to research and manage highly complicated accounts to provide comprehensive service to customers and assist upper management
- Providing floor support to the agents and taking client escalation calls.
Education
Bachelor of Science - Computer Science and Engineering
Sikkim Manipal Institute of Technology
Sikkim 07.2010 - 07.2015
Skills
Systems Engineering
undefinedCertification
ITIL® Foundation Certificate in IT Service Management (V4)
Timeline
Sr.Systems Engineer
Zensar Technologies
08.2022 - Current
Service Desk Engineer
Arete-IR
01.2022 - 07.2022
ITIL® Foundation Certificate in IT Service Management (V4)
09-2020
IT Administrator/Service Desk
Wipro Ltd
01.2019 - 12.2021
Process Associate
TCS
11.2016 - 07.2018
Process Associate
Sitel
10.2015 - 10.2016
Bachelor of Science - Computer Science and Engineering
Sikkim Manipal Institute of Technology
07.2010 - 07.2015
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