Saurabh Dhar
Kolkata
Summary
Senior Systems Engineer with 5 years of experience in Infrastructure (ITIL). Motivational team leader aligns cross-functional teams with business objectives to achieve key metrics.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Systems Engineer
Sourcefuse Technologies Pvt. Ltd
Noida
07.2022 - Current
- Performed root cause analysis for all the escalated incident tickets and provide resolutions from where it's started from for production issues
- Created manuals, knowledge base, playbooks and taught training sessions to educate co-workers on new systems or process.
- Coordinated with clients in every week in cadence call to update all the previous weeks incident tickets.
- Created Incident tickets, Change management ticket and other documentation.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Delivered helpdesk service and support to customers.
- Maintaining Grafana Dashboard monitoring for two data centers Totsuka and Sanda and also using health checker tool for maintaining all MNO's
- Working in ELK (elastic search)/Kibana applications in order to check the traffic from backend along with the reason for rejections, undelivered and error codes
- Also working in software asset management tools like ManageEngine Patch Manager Plus10, Ivanti in order to deploy security and cumulative updates on weekly basis for vulnerable systems
- Used active directory to deploy and updates and policies
- Run Software Asset Management processes for all globally managed software and new updates and security.
IT Systems Administrator
Wuerth Industrial Services India Pvt. Ltd
Pune
10.2020 - 07.2022
- Handling five mailbox at a time to provide support to all Wuerth industrial clients
- Follow-up to ensure that appropriate action were taken on clients mails, request and incidents
- Working in SAP and creating/configuring accounts for clients in following modules - DE9, DE8, P11, ESS, CRM and D20 (Basis, user creation, transactions codes and authorizations)
- Working in KMS application in order to give access to clients for which reference user shared same access
- Working in applications like ITSM, service-now, KMS and SAP, also have a little bit of good exposure in BMC remedy and auto-fix
- Provide timely resolution and doing documentation as much as possible
- Incident Management: Having good exposure in Handling Expedites incident tickets
- Working on ITSM and Service-Now -Incident Management (P2, P3 and P4Incidents)
- Service Request Management and Work Orders
- Working in co-ordination with ITSM team across US and EMEA for resolving/handling Incidents/Requests/Asset Management Orders for clients
- Working on incidents/requests/WO on real time basis to ensure that SLA and OLA should be kept Intact as per policy
- Working on correction of wrong ticket categorization for entire Premium Service Desk team
- Handling P1, P2, P3 and P4 Expedites/Escalations on Incident Management/Service Request Management
- Run Software Asset Management processes for all globally managed software
- Respond to requests from Project, Service and Supplier Managers to provide licensing and Software Asset information including support of audit requests
- Worked in Zoho applications in order to login to ManageEngine Patch Manager Plus10 application to deploy cumulative and security updates via Ivanti tool.
Salesforce Administrator
Cognizant Technology Solutions
Pune
11.2018 - 11.2019
- To administrator, develop and manage the Salesforce CRM application for internal users
- To create fields, page layouts, custom objects and managing them
- To create workflow rules, assignment rules, escalation rules based on user's requirement
- To create logical formula fields with proper functions to meet user's requirement
- To create profiles, permission set wherever it is necessary
- To create criteria based and user base sharing rule wherever necessary
- To create reports and dashboards based on the needs
- To troubleshoot problems wherever necessary.
System Administrator
Wipro Technologies Ltd
Pune
04.2017 - 10.2018
- Role is to provide L1 and L1.5 support to ABB users in different ABB applications
- Worked on Active Directory Tool, Providing access to different profiles, roles and departments to Employees
- Supported Europe (EMEA), Asia Pacific (APAC) and US/CA clusters in my overall experience
- Take ownership of calls coming into service desk
- Periodically updating calls/customer as required
- Provide timely resolutions and effective documentation
- Follow up to ensure that appropriate actions were taken on customers' requests
- Maintaining SLA
- Raising requests on user's behalf
- Make judgment as to when problem has to be escalated and follow-up on calls to ensure that user is updated and close it once solution is provided
- Customer handling skills for escalated issue of high priority issues
- Worked as queue manager in order to assign and escalate incident tickets to next level team
- Global L2 Spock - Onsite Services / Coordinator: (Incident Management)
- Managing P2 Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved within scope of Service Level Agreement
- Working as Global IS EUS Coordinator to address escalations from End Users delayed service
- Managing OSS Escalations for delayed Services globally
- Information dependency follow-ups for all active incidents and ensure following escalation matrix
- Creating knowledge bases and doing documentation as much as possible
- Experience IT role with Software or Asset Management
- Execute Policy and Process in support of ITAM Program goals
- Promote IT Asset Management program and assist in setting program goals.
Education
Bachelor of Commerce - Accounting
Calorx Teachers University
Ahmedabad, GujaratSkills
- JIRA
- Salesforce
- SAS
- ITIL
- Salesforce CRM
- Siebel
- Technical Support
- ITSM
- Service-now
- Troubleshooting
- IT Infrastructure management
- Process documentation
- Software Asset Management Tool
- Requirements Gathering
Certification
- ITIL V3 Foundation, 05/01/17
- Salesforce Administrator 201, 06/01/18
- Salesforce Advanced Administrator 211, 06/01/18
Timeline
Senior Systems Engineer
Sourcefuse Technologies Pvt. Ltd
07.2022 - Current
IT Systems Administrator
Wuerth Industrial Services India Pvt. Ltd
10.2020 - 07.2022
Salesforce Administrator
Cognizant Technology Solutions
11.2018 - 11.2019
System Administrator
Wipro Technologies Ltd
04.2017 - 10.2018
Bachelor of Commerce - Accounting
Calorx Teachers University
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