Shivam Magdum
Network Operation Analyst
Pune
Summary
A passionate and self-driven Network Operation Analyst with 3 years and 10 months of experience. Eager to apply extensive knowledge and experience in a practical setting.
Skills include providing beneficial IT support to clients, creating monitoring and testing solutions, and excelling at conflict resolution and team mentorship. Focused on enhancing customer satisfaction and fostering a productive team environment.
Overview
5
5
years of professional experience
2020
2020
years of post-secondary education
2
2
Certifications
Work History
Network Operation Analyst
Tracelink
10.2023 - Current
- Provided escalation support to customers and partners by identifying correct identifiers, assigning NSM, and collaborating with Project Managers and Technical Consultants to facilitate seamless onboarding and project initiation
- Executed tailored onboarding processes for partners across various roles, including DSCSA, CMO, and Brand Owners, ensuring compliance and smooth transitions
- Engaged with third-party vendors to educate them on the DSCSA process, ensuring their understanding and compliance for efficient onboarding
- Guided customers through the survey completion process using SurveyMonkey, facilitating their onboarding upon successful survey submission
- Collaborated with account owners to understand services purchased by customers, ensuring accurate publication of services within customer accounts on the network
- Addressed No Match and Multiple Match Found issues, assisting customers in creating service links for transactions to optimize their operations
- Developed Salesforce accounts for partners, establishing connections such as PTSOM and Serialization to streamline transaction processes
- Identified and integrated unique identifiers from data sets into the network, enhancing data integrity and accessibility
Senior Analyst
Eclerx
10.2022 - 10.2023
- Deployed Steps to Replicate Catchpoint Script Project which successfully reduced the overall time required (33Hours per month) to resolve the client-side issue and created Documentation to avoid such instances in future and got appreciation from client
- Monitoring entire infrastructure including servers, Services, Networks with accurate findings during alerts
- Supporting Change requests created for client alteration
- Constantly in touch with clients to understand the business functions, addressing issues and giving reviews
- Creating tickets for user facing issue and opening technical bridges to get all teams on call to fix it ASAP
- Creating funnels and charts during alerts using Glassbox and reducing negative impact on revenue
- Examine server performance and performing required action to make it more reliable
- Using Splunk tool creating metrics, predicting future trends, identifying potential risk and brainstorming problems before they appear
- Creating Selenium Test Scripts and performing automation testing using Selenium on real time to make website 100% reliable
- Working on Major Incident Management and handling real time error on user side
Analyst
Eclerx
01.2020 - 09.2022
- Worked on Service Now tickets and closed them before given SLA with 100% efficiency
- Monitored the scripts in catchpoint tool and handled real time alerts where customers were getting error during purchase
- Identified test scenarios, test estimation and created test plans which leads to client appreciation over the period
- Performed troubleshooting on servers which includes IIS reset, App pool recycle, Service down etc
- For more dependability
- Worked on Control M and re-run failed jobs, also ran SQL quires on SQL developer tool to resolve failed job IDs
Education
Bachelor of Engineering - Computer Science
Pune University - SPPU
Higher Secondary School - undefined
Pune University
Secondary School - undefined
Pune University
Skills
Customer Onboarding
DSCSA
Project Management
Technical Consulting
Data Integration
Salesforce
Incident Management
Documentation
Troubleshooting
Monitoring Strategies
Test Scenario Development
Application Performance Analysis
RCA (Root Cause Analysis)
Dashboard Creation
ServiceNow
Application Troubleshooting
Web Development Standards
Certification
Lean Six Sigma Project, Promptly blocked the 3rd party URLs which were causing unwanted chaos and resulting into more reliability on catchpoint tool.
Awards
- Employee of the Quarter Award, 08/31/22
- Business Special Award
- 12/17/21
- 03/03/22
- 03/31/22
- Value Award
- 10/21/21
- 08/24/22
- Recognition Award, 02/01/23
Timeline
Network Operation Analyst
Tracelink
10.2023 - Current
Senior Analyst
Eclerx
10.2022 - 10.2023
Analyst
Eclerx
01.2020 - 09.2022
Higher Secondary School - undefined
Pune University
Secondary School - undefined
Pune University
Bachelor of Engineering - Computer Science
Pune University - SPPU
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