Summary
Overview
Work History
Education
Skills
Certification
IBM AIX 7.1
Timeline
Hi, I’m

Mayur Nandgaonkar

SERVICE DESK SUPERVISOR
NANDED,MH
Mayur Nandgaonkar

Summary

Outgoing Certified AIX Administrator with 4+ years of experience in Application & system administration as well as in service desk , Seeking to leverage technical and professional expertise to grow in the new role of Admin at company.

Overview

4
years of professional experience
1
Certification

Work History

Fidelis
Pune, MH

Service Desk Supervisor
05.2022 - Current

Job overview

  • Serving as escalation point (SPOC) for IT group.

  • Planning, coordination, and monitoring of IT support performance, guaranteeing compliance with established service level agreements.
  • Active participation in System deployment, software implementation projects.
  • Leading Technical team and keeping track of their performance.
  • Managing service delivery functions to taking end-to-end ownership of incidents and service requests.
  • Responsible for critical user Service/ Infrastructure restoration.
  • Managing incidents, involving resolver groups/vendors and tracking issues till resolution.
  • Providing regular incident/ outage notifications to impacted lines of business and stakeholders.
  • Initiating bridge calls and coordinating with technical resources during complex incident resolution.
  • Assisting Restoration team to identify and implement actions required to restore service.
  • Ensuring that all IT issues to track as per incident management process.
  • Tickets Backlog, SLA monitoring and closure.
  • Working as coordinator for planned activities /change and taking follow-up till closure.
  • Publishing Change notifications and completing PIR.
  • Conducting weekly review meeting with Vendor, clients, resolver groups.
  • Creating statistical reports and performing analysis on a weekly basis for areas of responsibility.
  • Ensuring effective capacity planning and utilization of resources across team under direct control.

Quess Crops PVT LTD.
Mumbai, Maharashtra

Incident Engineer
09.2020 - 04.2022

Job overview

  • Manage services within incident process, monitored regular incident measurements; analyzed Closed incidents.
  • Understand current and potential impact of Major Incidents.
  • Handling daily incidents (P1&P2) & escalating Incidents to Resolver Groups as restored the outage within the SLA.
  • Responsible for sending all Incident notifications as per agreed process.
  • Real Time & continuous follow-up with respective resolver teams for incident resolution.
  • Send SMS alerts to management for critical incidents
  • Handling bridge calls for effective coordination, incident resolution, service restoration
  • Arranging weekly review calls with respective location SDM and SME for various issues
  • Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
  • Notify the respective stack holders about the Planned outages & Service degradations
  • Ensure Incident Report is created immediately after resolution
  • Contribution to ongoing process & operational improvements
  • Assuring quality & accuracy of incident information as considered appropriate
  • Ensure that Incident record is fully updated prior to Problem Management handover
  • Handling review responsibilities like reviewing incident record for completeness, contacting incident Reporter & updating additional information required & reviewing the initial incident priority
  • Follow the escalation matrix when sending escalation for long pending issues
  • Preparing Incident Report
  • Preparing Incident Tracker.
  • Regularly collaborate and communicate with Offshore for Reporting Purposes and to Provide Resolution On-Time.
  • Understand the Client Business and Prioritize things accordingly.
  • Diagnose Problems/Issues/Defects and be able to communicate well with the customer.
  • Monitoring all scheduled jobs in environment.
  • Ownership of Problems/Issues/Defects Ticket until Resolution.
  • Setting Severity Levels to Problems/Issues/Defects.
  • Follow-up and Resolve Problems/Issues/Defects within SLA.
  • Experienced in Incident Management Processes.

Onward eServices LTD.
Mumbai, Maharashtra

Service Desk Executive
07.2018 - 08.2020

Job overview

  • Knowledge of Handling help desk queries And solve problems collecting all status reports.
  • Responsible to resolve trouble tickets raised by clients on email / Call / Tool.
  • Analysis of repetitive issues / Central issue and their solutions with documentation and change management system.
  • Ensuring Application Team delivers professional customer focused and SLA’s.
  • Monitoring windows servers with Tools.
  • Providing post deployment support for application, also maintenance and enhancement support.
  • Managed and prepared document (KEDB) store users access issues in Detail.
  • Achieved defined SLA commitments & other operational matrix.
  • Constantly recognized for technical troubleshooting skills used to rapidly and cost-effective solutions.
  • Preparing & presenting various daily / weekly/ Monthly reports for process capacity & productivity.
  • Manage customer escalation, provide timely resolution to break/fix issues.
  • Work closely with 2nd level support and with maintenance team.
  • Worked closely with line managers to organize team activities and develop team resources.
  • Troubleshooting system performance, networking, and Application issues, Provide remote support to client System.
  • Coordinate with team members regarding various issue and educate them accordingly.

SVN Technologies Pvt LTD.
Mumabi, Maharashtra

Technical Support Executive
11.2017 - 06.2018

Job overview

  • Knowledge of Handling help desk queries And solve problems collecting all status reports.
  • Responsible to resolve trouble tickets raised by clients on email / Call / Tool.
  • Monitoring windows servers with Tools.
  • Constantly recognized for technical troubleshooting skills used to rapidly and cost-effective solutions.
  • Manage customer escalation, provide timely resolution to break/fix issues.
  • Work closely with 2nd level support and with maintenance team.
  • Troubleshooting system performance, networking, and Application issues, Provide remote support to client System.

Education

DR.G.Y.PATHRIKAR COLLAGE of COMP.SCI
AURANAGABAD

Bachelor of Science

Skills

Problem-solving skills

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Certification

IBM AIX 7.1

IBM AIX 7.1

- AIX Lpar creation, DLPAR, Profile modification.

- VG , LV and File system creation with internal Disks.

- HMC Monitoring with basic error troubleshooting.

- Rootvg backup & general troubleshooting.

- Provided administration support in UNIX (AIX) systems along with maintaining large AIX servers.

- Troubleshooting system performance, networking, and storage issues in a virtualized AIX environment.

Timeline

Service Desk Supervisor

Fidelis
05.2022 - Current

Incident Engineer

Quess Crops PVT LTD.
09.2020 - 04.2022

Service Desk Executive

Onward eServices LTD.
07.2018 - 08.2020

Technical Support Executive

SVN Technologies Pvt LTD.
11.2017 - 06.2018

IBM AIX 7.1

03-2013

DR.G.Y.PATHRIKAR COLLAGE of COMP.SCI

Bachelor of Science

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