SQL DB
Satish Kumar Panda
Senior Technical Engineer
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Application Operations – Senior Technical Engineer
Vodafone India Service Pvt Ltd
Pune
07.2020 - 10.2022
- As a part of Service Management Centre – Application Operations, Responsible for monitoring and managing all Vodafone Ireland Retail Applications.
- Daily task includes monitoring email alerts, applications like Genesys (For IVR Systems), CEP Links, Nagios and Monitoring applications health and performance through various tools like AppDynamics, Dynatrace and Operation Bridge Manager (OBM)
- Accessing various backend system servers (Through PUTTY), UNIX System and WebLogic consoles to monitor CPU utilization, disk space, server’s uptime and running java process and report in case of any mismatch within defined threshold.
- Manage and maintain end-to-end performance for all applications, workloads and environments.
- Specifically using Dynatrace for Vodafone’s Ireland Portal, to get error percentage, Downtime and related performance criteria.
- Using these APM tools: Dynatrace and AppDynamics to ensure that there will be no monitoring gaps.
- Function as Incident coordinator when required for major & critical issues.
- Act as a change coordinator when required at time of driving change, migration, or a patching activity.
IT, Assistant Manager
Vodafone India Service Pvt Ltd
Bangalore
11.2018 - 06.2020
- As a part of an AI led Virtual service desk team, Assisted L1 support team to handle the escalated chats by the chatbot
- Identify the bugs where the chatbot was not able to pick on user’s query and reporting that with the design team to have a fix on the issue.
- Monitoring Vodafone UK Enterprise portal, Using APM tools like AppDynamics and Dynatrace to get the error logs and downtime.
- Monitoring live chat queue and assigning tasks to L1 support team by creating an 80:20 ratio to avoid breaching of SLA on Incidents by working on them simultaneously.
- Tracking the project progress work by organizing work, delegating work.
- Handling issues with Azure Information Protection Suite, O365, Mobile Device Management, Intune, Azure Information Protection Suite, 2FA, Email Configuration, Email Security (Phishing/Spams), Configuration of Citrix VDIs and carrying out Software maintenance or installation with proper approvals on Vodafone provided laptops.
Senior Executive
Vodafone India Service Pvt Ltd
Bangalore
05.2017 - 10.2018
- Worked as a first point of contact for users who were contacting to report their issues and faults relating to their Windows/MS Office Services
- Working on the escalation emails and Incidents by providing resolutions to the users on their ongoing technical issues
- Provide hardware/ software/ network problem diagnosis resolution via call, email or chat
- Providing remote desktop support to get the resolution and to fix the issue
- Use the Incident Management system to document and manage problems and work request to their respective resolutions
- Actioning on Service Requests/UAM requests ensuring credentials should reach the users within the defined SLA.
IT – Business Associate
vCentric Technologies
Hyderabad
02.2015 - 05.2017
- Worked on contract basis and deployed in Vodafone India Services Pvt Ltd.
- Handling calls and chats on daily basis for providing support for desktop, OS performance , applications, shared mailbox, distribution lists, bit locker recovery and also supporting OneDrive and SharePoint issues.
- Uninstallation and reinstallation of software’s, managing admin accounts, creation and managing of shared folders, Granting and removing access for active directory groups.
- Use of TPS (Technical Provisioning Service)Tool to Create the new password, Reset the password, Unlock the account, Disable the account to check outlook Migrated or non-Migrated and check the azure cloud based.
- Create the new ticket using BMC Remedy Ticketing Tool and resolve the first level with Complete Steps to maintaining the documents.
- Administer and provide user account provisioning by working on Work Order Requests/Service Requests.
- Providing Outlook Configuration or Supporting issue for not receiving mail or not able to send mail or not able to open outlook and hanging and storage issue.
Technical Support Executive
Hinduja Global Solutions Pvt. Ltd
Bengaluru
01.2014 - 12.2014
- Handling Remedy trouble tickets by Creating, tracking and providing resolution on Incidents using BMC Remedy Ticketing System
- Configure connections in variety of DSLAMs, ATM Switches and Broadband Remote Access servers of various manufacturer like Cisco/ Redback/ Alcatel/ Nortel Passport / Calix / Lucent / OCCAM
- Remotely access Network equipment via Telnet, SSH2 Protocols to troubleshoot device and network issues
- Change pin assignments in DRS and Metasolve for non-dedicated facilities
Education
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Biju Patnaik University of Technology
Odisha 09.2008 - 05.2012
Skills
ITIL v4 Foundation
Application Performance Monitoring - AppDynamics & Dynatrace Tools
Citrix VDI, MS Intune, Mobile Device Management, Active Directory, O365, Azure
System Analysis, Planning and Coordination, Critical Thinking
Troubleshooting and resolution
System deployment monitoring
Change Management, Schedule Management, Strategy development
Technical Documentation,Remote support, Server maintenance
Software
UNIX
Certification
ITIL V4 Foundation
Timeline
ITIL V4 Foundation
05-2023
O365 Admin
05-2023
Application Operations – Senior Technical Engineer
Vodafone India Service Pvt Ltd
07.2020 - 10.2022
IT, Assistant Manager
Vodafone India Service Pvt Ltd
11.2018 - 06.2020
Senior Executive
Vodafone India Service Pvt Ltd
05.2017 - 10.2018
IT – Business Associate
vCentric Technologies
02.2015 - 05.2017
Technical Support Executive
Hinduja Global Solutions Pvt. Ltd
01.2014 - 12.2014
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Biju Patnaik University of Technology
09.2008 - 05.2012