Kaushal Kamal
New Delhi
Summary
Technical Service Engineer with a proven track record in high productivity and efficient task completion. Expertise in troubleshooting, technical support, and customer service management. Strong problem-solving skills and adaptability contribute to seamless operations and high client satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Service Engineer
Fujitsu Consulting India Pvt Ltd
07.2022 - Current
- Working as a Technical Service Engineer. Managing the L2 team globally to ensure on-time delivery.
- Assisted in the deployment of new releases into production environment.
- Developed scripts for automation of routine operational tasks such as backups, monitoring.
- Monitored system performance, identified issues and implemented solutions.
- Performed root cause analysis to identify underlying causes of incidents.
- Analyzed logs from multiple sources to identify patterns or trends in system behavior.
- Perform IT audits focused on areas such as change management, access management, incident and problem management, and business continuity, ensuring adherence to regulatory standards and internal policies.
- Review and ensure compliance with SOX 404 IT controls as part of financial audits, and provide quality assurance for internal controls related to financial transactions.
- Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
- Leverage programming knowledge (SQL) to review code, databases, and ensure security and compliance in transaction processing.
- Collaborate with cross-functional teams to perform risk-based IT internal audits for financial services, including system reviews and security assessments of both traditional and emerging IT infrastructures.
Sr. Executive (Business Functional Support)
Technic Global Business Services Private Limited
07.2020 - 07.2022
- Working as a Sr. Executive (Business Functional Support). Providing global L1 support to users in IFS ERP (7.5) enterprise applications.
- Updated and maintained databases with current information.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Achieved cost-savings by developing functional solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
Professional 1 Service Delivery Coordinator
DXC Technologies Pvt Ltd.
04.2018 - 05.2020
- Core responsibility at client site ST Microelectronics Payroll Company, DXC Technology - 'Professional 1, Service Delivery Coordinator.'
- L1 Support and Issue Resolution: Provided first-level support to clients by receiving and resolving application issues, ensuring prompt communication between users, the client, and the development team to resolve incidents efficiently.
- BMC Remedy Administration: Managed BMC Remedy administration tasks, including modifications, group management, CTI creation, and monitoring system health checks to ensure optimal tool performance and smooth service delivery.
- SQL Querying & Database Management: Utilized SQL queries to retrieve data from databases for tracking modifications and fulfilling service management requests, ensuring accurate updates, and timely responses.
- ITIL Framework & SLA Management: Worked within the ITIL framework (Incident Management, Problem Management, Change Management) to prioritize and resolve tickets based on severity (P1, P2, P3), ensuring SLA compliance, and maintaining service availability during pre- and post-service periods.
Helpdesk Coordinator
Renovation Automation Services Pvt Ltd.
07.2017 - 04.2018
- Helpdesk Coordination & L1 Support: Coordinated helpdesk activities while providing first-level support to clients at Wipro Technologies, managing application issues, and ensuring effective communication between users, the client, and the development team.
- Reporting & Requirement Analysis: Generated daily, weekly, and monthly status reports for managers and the business team, while analyzing customer and client requirements to identify technical and functional areas for improvement and development.
- Issue Resolution & Escalation Management: Delivered troubleshooting support via chat, email, and phone, adhering to internal processes and quality standards, and escalated complex issues to third-level technical teams for resolution.
- User Support & Service Improvement: Provided coaching and support to users on utilizing solutions effectively, contributing to the improvement of service delivery by identifying strategies to reduce recurring issues and enhance customer satisfaction.
Education
B.TECH -
RGPV
Bhopal01.2015
HSC -
Bihar Board(BSEB)
01.2011
SSC -
CBSE
01.2009
Skills
- Team leadership
- ITIL processes
- Linux/Unix system administration
- Cloud platforms (Azure)
- Databases (IIS) (SQL)
- System performance monitoring
- Automation scripting
- Cross-functional collaboration
- Problem solving
- Customer relationship management
- Data analysis
- Technical documentation
- Process improvement
- Incident management: root cause analysis (RCA)
- Postmortem creation
- On-call rotations and playbooks
- Change management (safe deployments, rollback strategies)
Languages
- Hindi
- English
Personal Information
- Father's Name: Kumud Kamal
- Date of Birth: 05/17/94
- Nationality: Indian
- Marital Status: Single
Accomplishments
Within three years, I was awarded the Bronze Award, a Big Thank You, and Best Employee of the Month
Certification
MS SQL Developer .
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Technical Service Engineer
Fujitsu Consulting India Pvt Ltd
07.2022 - Current
Sr. Executive (Business Functional Support)
Technic Global Business Services Private Limited
07.2020 - 07.2022
Professional 1 Service Delivery Coordinator
DXC Technologies Pvt Ltd.
04.2018 - 05.2020
Helpdesk Coordinator
Renovation Automation Services Pvt Ltd.
07.2017 - 04.2018
B.TECH -
RGPV
HSC -
Bihar Board(BSEB)
SSC -
CBSE
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