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
Troubleshooting abilities
Utilized Troubleshoot Active Directory, Office 365 and the range of the Microsoft Office suites
Incident Management
Incident escalation
Telephonic Customer Support
Customer support and assistance
Customer Relationship Management (CRM)
ITIL best practices
MS Office
Problem-Solving
Excellent Communication
Certification
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