Prasad Pattem
Bengaluru,KA
Summary
Results-driven Application and System Support Specialist with extensive expertise in incident management, root-cause analysis, and cross-functional collaboration. Proven success in enhancing system reliability and streamlining support processes, resulting in significantly improved end-user satisfaction. Eager to leverage deep knowledge in application support and incident management in a challenging role that promotes organizational success and optimizes system stability. Committed to delivering high-quality solutions that drive efficiency and elevate user experiences.
Overview
12
12
years of professional experience
Work History
Systems Management Specialist
IBM India Pvt Ltd
Bengaluru, India
09.2022 - Current
- Oversaw incident management processes for Citrix RDP and AVD applications, utilizing ITIL principles to enhance service management efficiency.
- Evaluated and tracked all tickets according to severity, facilitating prompt issue resolution.
- Assisted IBM internal and external commercial account end users across North America and EMEA with email support. Handled inbound calls, emails, and chats regarding technical issues related to Citrix RDP and Oracle R12 application management. Provided resolution steps during calls to facilitate user support.
- Facilitated resolution of service support and delivery challenges to enhance operational efficiency, generating weekly and monthly reports.
- Supervised incident management processes, ensuring proactive issue resolution and compliance with change request protocols.
- Managed IT applications and system issues for internal clients by coordinating with escalated contacts to resolve problems effectively and promptly. Followed up with clients to ensure satisfaction and adhered to case handling and closure policies.
- Provided support in Oracle AMS help desk L1.5 for 22 months. Utilized ServiceNow ticketing tool to manage incidents, requests, queries, and problems related to Oracle EBS R12 application. Coordinated with AMS L2/3 and database support teams to relay issue details and facilitate timely resolutions.
- Managed Oracle EBS R12 user access requests, focusing on efficient resolution and user satisfaction.
Associate System Administrator
Infinite India Pvt Ltd
Bengaluru, India
10.2016 - 08.2022
- Assisted in system builds, upgrades, migrations, and patch management. Supported business clients in meeting IT requirements within established timelines.
- Administered management of Active Directory users and groups to ensure secure access control.
- Recorded and tracked change requests and requests for change to ensure accurate system updates.
- Ensured accurate and up-to-date documentation of technology standards and procedures to support operational efficiency.
- Facilitated guidance and support for team leads in navigating complex challenges to enhance team performance.
- Managed resolution of priority 1, 2, and 3 incidents while initiating root cause analyses.
- Directed change management initiatives to ensure seamless server upgrades and software installations.
- Engaged with various clients to analyze underlying factors contributing to major business challenges.
- Analyzed user interactions across various systems and data to enhance operational efficiency.
- Managed escalation of issues to appropriate teams to ensure timely resolution.
- Conducted monthly assessments and implementations of service packs and security patches to enhance system security.
L1 Desktop Engineer
Net Connect Pvt Ltd
Bengaluru, India
06.2014 - 10.2016
- Delivered technical assistance to enhance IBM business production efficiency in Windows 7 and 10 systems.
- Addressed Level 1 escalations promptly to maintain operational efficiency and customer satisfaction.
- Provided technical assistance for Lotus Notes and MS Outlook to enhance functionality across multiple business applications.
- Assisted in installation and configuration of Cisco VPN client for secure remote access. Supported wireless connectivity for DB2 and Lotus Notes Traveler applications. Aided in setup and management of Citrix environments and network printers.
- Provided comprehensive assistance to users in resolving system challenges.
- Executed troubleshooting procedures for operating system and software installations to ensure optimal functionality.
- Led quarterly OS image creation and updates, ensuring alignment with business security standards.
- Executed configurations for newly issued laptops and deployed desktops.
Education
Bachelors - Electronics and Control Engineering
JNTU
05.2009
Skills
- Windows desktop administration
- Mac OS Management Support
- ITIL Process
- Service Now
- Maximo Tool
- Relationship Building
- Team Collaboration
- Quick Adaptability
- Analytical Thinking
Timeline
Systems Management Specialist
IBM India Pvt Ltd
09.2022 - Current
Associate System Administrator
Infinite India Pvt Ltd
10.2016 - 08.2022
L1 Desktop Engineer
Net Connect Pvt Ltd
06.2014 - 10.2016
Bachelors - Electronics and Control Engineering
JNTU
Training
- ITIL
- ALM
- MCSA 2012 Certified
- Under Training on Microsoft Azure Fundamentals AZ-900
- Trained on Master Deploying, managing and implementing App and Desktop Solutions for Citrix XenApp and XenDesktop 7.6
- Under Training on OHSE (Offensive Hacking Security Expert)
Personal Information
Relocation: Willing to relocate