Prince M Babu
Application Support Engineer
Palakkad
Summary
To use my skills, and experience to obtain an Information Security manager position so that I can meet to my passion of doing work in this field and also greatly interested towards System administration. I am quick to learn and adapt to new situation and technologies. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
6
6
years of professional experience
16
16
years of post-secondary education
8
8
Certifications
Work History
Application Support Engineer
Tata Consultancy Services
Bangalore
08.2019 - Current
- Monitoring and maintaining computer applications and managing Mainframe databases for various (AO/AM) activities.
- SLA Monitoring, Incident, Problem & Change Management, CRQ Handling and getting approvals for changes.
- Creation, migration, and ownership of the schedules, JCL and PROC's, and other batch resources.
- Mainframe Batch operations monitoring regularly and make sure Batch is completed within SLA.
- Route or resolve tickets by analyzing the problem
- Program and code fixes offloaded to the responsible applications support teams.
- Troubleshot and provided technical support for high-level technical assistance related to applications and web-based tools to customers.
- Reduced customer inquiry response time by 70%, increased customer satisfaction levels by 20%, and identified critical bugs in deployed applications.
- Coordinating with project teams for the Issues and Requests respectively.
- Support Basis Team as L2 for fixing issues.
- Communicating with clients and users in calls and attending weekly basis calls with the team.
- Manage and control all installed systems and applications to ensure compliance with company policies and Standard Operations Procedures (SOP).
- Working with Vendors (Raising tickets with vendors and communicating with them to resolve the issues).
- Assisting in isolating problems, workarounds and solutions.
- Health checks of all flows in-process and completed successfully within SLA on a daily basis.
- Worked on Minor enhancements on SAP and Unix based applications.
- Supported 2-3 applications and ensured 100% Client satisfaction.
- Ensured 100% Incident resolution without causing any SLA Breach.
- Worked closely with clients who strictly adhere to the GDPR act on privacy policy for collecting, using, storing, and sharing personal data.
- Implemented privacy procedures and protocols to ensure compliance with GDPR requirements.
- Collaborated with cross-functional teams to ensure the implementation of privacy-by-design principles in all projects.
- Good understanding of ITIL processes, including Change Management, Incident Management and Problem Management.
Customer support associate
Mahindra Integrated Business Solutions
Solapur
08.2018 - 08.2019
- Interacting with Taking Customer feedback and complaints of services and escalating and taking appointments of Customers for Service and update in the MFCS CRM.
- Upload and register Inquiry and generate an Inquiry ID via Salesforce Portal (SFDC CRM).
- Taking Survey of customers related to vehicle scheme or organization.
- Managing the data from different campaigns.
- Developing and maintaining customer relationships.
- Maintaining records of customer interactions.
Admin Executive
Vision India Charitable Trust
Palakkad
10.2017 - 07.2018
- Vendor management- Oversee acquisition, installation and commissioning of equipment's that are required for the facility – IT Systems.
- Monitoring & alerting and Managing SSO & passwords.
- Administering user permissions & administration.
- Defining system usage policies & procedures.
- Handle requests and queries appropriately.
- Organize and schedule meetings and appointments.
- Assist in the preparation of regularly scheduled reports.
- Develop and maintain a filing system.
- Repair, upgrade and configure desktop computers, servers and various office peripherals.
- Provide technical assistance and remote computer or network support to end users.
- Apply updates and patches to enterprise applications.
- Implement and maintain firewall systems to protect the company's systems from viruses and hackers.
- Create new user accounts and change or delete existing accounts per request.
- Troubleshoot and resolve software, hardware and connection issues.
- Maintaining documentation & runbooks.
- Detecting & remediating incidents and performing post-incident reviews.
Education
Computer Science And Engineering
CMS College of Engineering & Technology
Coimbatore 08.2013 - 05.2017
Senior Secondary School - Computer Science
Vivekam Matriculation Higher Secondary School
Coimbatore 06.2011 - 03.2013
Higher Secondary Schoool -
SIBHSS
Coimbatore 06.2000 - 03.2011
Skills
Communication, Teamwork, Problem-solving, Time Management, Critical Thinking, Decision-making, Organizational, Stress Management, Application support, Technical issues analysis, Desktop support, IT Support, Data recovery, Network diagnostics, Firewalls, VPNs and security products, Compliance Management, IT Management, Project Management, Server maintenance, Product development, File system administration, Agile Practices
undefinedCertification
Google Cloud Certified Associate Cloud Engineer
Hobbies
My Hobbies are playing music and Gaming. Both playing Instrumental music and Multiplayer Gaming are highly rewarding activities, providing a sense of achievement and satisfaction. However, I also remember to take breaks and not let these activities consume too much of my time, as it's crucial to maintain a healthy balance between leisure activities and other responsibilities.
Timeline
Lean Six Sigma White Belt Professional Certification
07-2023
Scrum Foundation Professional Certificate
07-2023
Google Cloud Certified Associate Cloud Engineer
05-2023
ITIL v4 Certified in IT Service Management
12-2021
Digital : MFDM AI Aware Certification
01-2021
RiO : SoftSkill for Application Operation Team Members Intermediate Certification
12-2020
Infra & Data Security : Cyber Security Foundation Certification
12-2020
Software Security Assurance - HiTech
07-2020
Application Support Engineer
Tata Consultancy Services
08.2019 - Current
Customer support associate
Mahindra Integrated Business Solutions
08.2018 - 08.2019
Admin Executive
Vision India Charitable Trust
10.2017 - 07.2018
Computer Science And Engineering
CMS College of Engineering & Technology
08.2013 - 05.2017
Senior Secondary School - Computer Science
Vivekam Matriculation Higher Secondary School
06.2011 - 03.2013
Higher Secondary Schoool -
SIBHSS
06.2000 - 03.2011
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