Kola Rahul Nayak

· Month-End Closure & Dashboard Management: Proficient in managing month-end closures and overseeing SharePoint dashboards, including implementation and PowerBI reviews.

· Incident Management: Experienced in coordinating bridge calls with engineers, managers, and customers. Adept at handling revenue-impacting escalations and resolving them within SLAs.

· KQL Queries: Proficient in editing, creating, and using KQL queries to extract data as per requirements in Azure data explorer platform

· Ticketing Systems: Familiar with ServiceNow and ICM ticketing tools, such as PDSM.

· Reporting: Skilled in preparing monthly, quarterly, and yearly reports to analyze business improvements and showcase them to clients/customers.

· Project Coordination & Management: Assisted and supported project managers in preparing presentations and delegating tasks to team members. Organized project team meetings ensured deadlines were met and worked with project managers to manage resource plans and renew software licenses.

· Customer Support: Achieved a 98% success rate in support and maintenance for Microsoft Teams, demonstrating strong customer engagement and issue resolution skills.

· Documentation & Analysis: Experienced in documenting RCA (Root Cause Analysis) and COE (Correction of Error), Postmortem in ICM. Created and maintained comprehensive project documentation, shift plans, and daily progress reports (DPR).

· Azure Cloud Management: Created and managed Azure Resource Groups and Virtual Machines. Hands-on experience in monitoring and auditing logs in Azure services via the Azure Portal.

• Dashboard Monitoring & Incident Management:Monitored dashboards for multiple Microsoft clients, including Infosys Limited, Deloitte (O365D), Capgemini, Accenture, and Microsoft in-house.
  Proactively created problem tickets based on dashboard status, including severity levels 0, 1, 2, and 3.
  Initiated and participated in bridge calls with relevant engineers to address issues.
  Collected impacted client data and provided impact information to clients/customers using Kusto Explorer queries.
  Connected with internal Microsoft teams to escalate issues requiring higher-level intervention.
  
• Microsoft Teams Management:Managed Teams upgrades and client settings.
  Created Teams groups, explained channels and related apps to users.
  Troubleshot meeting policies, Outlook issues, and Exchange server-related problems.
  
• Incident Analysis & Post-Mortem:Conducted post-mortem analyses for ICM incidents, involving detailed discussions with engineers to mitigate future incidents.
  Analyzed customer impact, SLA impact, root causes, detection details, mitigation steps, and fixes.
  
• On-Call Support & Incident Resolution:Provided on-call support as per shift schedules, handling alerts for severity 0, 1, and 2 incidents (Paged Alerts).
  Participated in bridge calls for incident mitigation purposes.
  Managed incidents end-to-end, from creation to mitigation, ensuring compliance with SLAs.
  
• IT Help Desk & Identity Management:Provided Level 1 to 3 IT help desk support, specializing in identity and access management.
  Applied security groups in Azure cloud-based Active Directory.
  
• Technical Expertise:Skilled in handling escalations, outages, and major incidents.
  Experience in managing ticketing tools such as ServiceNow, ICM, and PDSM.
  

 Technical, Application, and Production Support:

• Technologies Used: Worked with Unix databases, AS-400, and other tools. Developed and inspected Java inbuilt code in response to triggered alerts.

 Role & Responsibilities:

• Understanding product features and requirements, providing support solutions for customers in the transportation domain, specifically for a US-based MNC, FedEx.
• Utilizing Natural Language Processing (NLP) algorithms to organize and structure knowledge for tasks such as automatic summarization, translation, sentiment analysis, and topic segmentation.

 Team Leadership & Project Involvement:

• Acted as Team Lead for 6 months, managing a team of 12 members on a project for FedEx, a US-based logistics supply chain MNC.
• Worked closely with the FedEx Ground & Home Delivery Department, supporting the Field Application system and support hierarchy.
• Communicated with US and Canadian gateway ports to ensure smooth delivery of packages for FedEx customers.

 Technical Expertise:

• Worked with various server applications and tools including Avalanche, AS400, AWAD, CYPRESS, PITT1, Putty, WINSCP, and SQL.
• The AS400 servers supported logistics information systems, handling user management, contractor details, package information, transportation plans, and geographical data (HUBs, Stations, etc.).

 Client Interaction & Incident Management:

• Engaged in daily discussions with clients and the team regarding help tickets and technical issues.
• Provided solutions for customer issues raised through incident management by users.
• Prepared and reviewed technical documents for new issues, handled customer escalations via email.

 Documentation & Reporting:

• Prepared and maintained various technical and administrative documents including SMTD (System Maintenance Technical Document), WSR (Weekly Status Report), DSR (Daily Shift Report), DPR (Daily Performance Report), and Shift Plans (Weekly Employee Plan).

 Cultural & Team Development:

• Organized entertainment and inter-personal relation-building activities to foster a friendly work culture.

 Additional Responsibilities:

• Monitored jobs and resolved tickets based on priority and time frame.