Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
SHAILESH KUMAR

SHAILESH KUMAR

Pune

Summary

Driven Senior Associate with analytical and flexible approach to solving problems.

Experienced in evaluating and fulfilling internal and external SAS cloud IT requirements and implementing, monitoring and working on the infrastructure/cloud related services to solve problems.

Strong negotiator with excellent value-driven solutions. Complex problem-solver with analytical and driven mindset. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Talented Technical Support Representative Versed in troubleshooting and SAS cloud support for SAS services including Windows, Linux and monitoring performance/failures.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Sr Associate IT Consultant

SAS R&D
Pune
01.2022 - Current
  • Covering Global 24/7 IT infrastructure Management and support services, Hands-on experience in several infrastructure services and technologies including AD, Azure, VMware, AWS
  • Supporting hosted environment of different customers with issues related to cloud application security, servers, AD, File transfer, User accounts, availability and health checks.
  • Handling cron batch schedules failure part as part of ETL Ops team. Log analysis and maintaining the batches to run smoothly.
  • Creation and deletion of instances/VMs and taking snapshots of OS and Data disks on AWS, AZURE and VMware. Login to EFT/FTP servers of different AZURE/AWS regions to alter incoming and outgoing rules for file transfer.
  • Performing Health checks of different environments and restarting the services of prod/dev/test environments if any discrepancies found in the automation flow.
  • Setup and monitor dashboard of cloud infrastructure ensuring enterprise monitoring covers all critical elements of the environment.
  • Worked on Linux based SAS hosted customer environments for Log file management, Long running jobs, Large file management for the mounts on environment.
  • Taken initiative in participating the Third week maintenance in every month for patching the SAS hosted customer environments
  • Took initiative to release various knowledge transfer documents regarding the process flow and application requirements to enhance quick productivity. Also made required changes to existing Knowledge base articles to improve the existing process.
  • Worked as an ITSM team member for SAS SMO team. Experience in handling Incident management and Problem management.
  • Prioritized tasks efficiently while juggling multiple deadlines.
  • Experience in outlining project scopes, managing timelines and deadlines, tracking reports on daily purpose.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Improved operations through consistent hard work and dedication.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.

Systems Support Engineer

ALLSCRIPTS LLP
Pune
07.2020 - 01.2022
  • Working on AppDynamics and MSSQL
  • Identify and troubleshoot Windows System Performance issues
  • Read System Logs, Nexus Logs, Application Logs to identify errors and event logs
  • Knowledge of Database Performance Tuning, Performance optimization and Application troubleshooting
  • Strong knowledge on IIS, Event viewer, Perfmon, Windows system logs
  • Assist the development team to debug issues pertaining to application
  • Working knowledge of quality SQL codes, stored procedures, views, functions, triggers, jobs, and DMVs
  • Experienced in ServiceNow
  • Sunrise Clinical Manager and TouchWorks are fully integrated EHR as a service that enables community hospitals to have an integrated solution to fit their needs
  • Perform troubleshooting.
  • Tracked problematic system errors by implementing various user support tracking metrics.
  • Performed troubleshooting and maintenance of existing network systems.
  • Maintained computer systems, installed and upgraded new systems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Performed root cause analysis and general troubleshooting.

Support Consultant Associate

ALLSCRIPTS LLP
Pune
10.2018 - 06.2020
  • With a demonstrated history of working in the IT Healthcare industry
  • Handling L1/L2 cases related to Application support on ECIN (Extended
  • Care Information Network) which is a web-based application for patient
  • EMR
  • Worked as an After-hours support
  • Strong knowledge of Service now ticketing tool
  • Experienced in Rhapsody Interface Engine for connecting to remote computer/servers and solving client’s HL7 interface issue
  • Provide application Support Services to customers with problem determination, workaround resolution, root cause analysis, major incident management
  • Use of case management tool to log and track issue status and related activities
  • Complete ownership of Application Help Desk (Hotline/Email/Tickets) and resolution within defined Service Operation processes
  • Provide support so that client systems are fully operational, and any loss of service is restored in a timely and efficient manner
  • Experience in Incident and Change Management.
  • Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
  • Provided information and referrals to community partners and other treatment providers.
  • Provided suggestions for process, application or documentation improvement.
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Education

Bachelor of Engineering - Computer

Maharashtra Institute Of Technology(MIT)

Skills

  • Azure Fundamentals
  • Active Directory
  • Windows server administration
  • Microsoft SQL Server
  • Appdynamics
  • Linux
  • Cron Jobs
  • Firewalls and VPN's
  • HTML CSS
  • IIS Web server
  • Basic GDPR understanding
  • Technical application support
  • Operations support
  • Support Documentation handling
  • Root Cause Analysis
  • Analytical and Critical Thinking
  • Teamwork and Collaboration
  • Written Communication
  • Excellent Communication
  • Interpersonal Communication
  • Problem-Solving
  • Operational analysis

Certification

  • Advanced SQL for Query Tuning and Performance optimization
  • SQL Server: Triggers Stored Procedures and Functions
  • SQL Essential Training
  • CompTIA A+ (220-1002): Cert Prep 5 Troubleshooting Operating
  • IT Service Desk: Customer Service Fundamentals
  • CompTIA A+ (220-1001) Cert Prep 8: Internet and the Cloud
  • Az-900 - Azure fundamentals
  • Linux fundaments and administration
  • Vmware administration
  • ITIL 4 certified

Accomplishments

  • Received VCA in 2023 in Global operations team

Timeline

Sr Associate IT Consultant

SAS R&D
01.2022 - Current

Systems Support Engineer

ALLSCRIPTS LLP
07.2020 - 01.2022

Support Consultant Associate

ALLSCRIPTS LLP
10.2018 - 06.2020

Bachelor of Engineering - Computer

Maharashtra Institute Of Technology(MIT)

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