Sujan Dubey

• Utilized Jira for agile project management, creating and prioritizing user stories, tasks, and sprints to ensure efficient delivery of cloud provisioning solutions.
• Integrated Jira with cloud resource monitoring tools, enabling real-time tracking of cloud provisioning status, and incident management.
• Worked on Tools like - Cloud reporting, CRM, SPC( Sevice Provider cockpit) , SAPforMe , Jira , Harmony , SerivceNow to track and coordinate cloud service requests, ensuring alignment with customer requirements, and improving response times by 25%.
• Leveraged Jira for tracking provisioning tasks, ensuring clear communication of cloud resource requirements, and delivery timelines with stakeholders.
• Performed root cause analysis on any reported incidents or problems that occurred during provisioning activities.
• Assisted in developing processes and procedures related to system provisioning activities.
• Collaborated with internal stakeholders such as Project Managers and Business Analysts in order to meet project deadlines.
• Developed reports on system utilization, capacity, resource allocation. for management review.
• Configured backup solutions according to business requirements ensuring data security at all times.
• Developed strong relationships with customers through excellent communication skills.
• Developed processes to ensure order fulfillment was timely and accurate.
• Resolved customer issues related to order placement, pricing discrepancies, shipping delays.
• Utilized problem-solving skills to resolve complex issues quickly.
• Ensured compliance with relevant regulations such as export control laws when dealing with international orders.

• Worked as L1.5 Team Lead , responsible for order management issues
• Responsible for ticket assignation
• Monitored threats, non-compliance through ServiceNow tool
  Managing shifts and representing Team's productivity as per defined criteria
• Proficient in tools like ServiceNow
• Responsible for correct ticket assignation
• Responding to customer/management query regarding Response SLA Breaches
• Responsible for handling correct Ticket Auditing
• Presented monthly SLA report and resolved ticket count report of team to management

Worked for Syndicate and corporative bank and resolved escalated support requests from customers regarding network connectivity issues.

• Maintained inventory records of all installed equipment including serial numbers and warranty information.
• Provided technical assistance to customers in diagnosing and resolving IT issues related to software, hardware and networks.
• Analyzed customer requirements for new network services including bandwidth utilization needs.
• Investigated incidents reported by users regarding poor application response times or slow internet connections.

Tools -

• Cisco Catalyst Switches
• BMC Remedy
• NNM
• HPSM

• Maintained inventory of hardware assets including servers, laptops, desktops.
• Monitored system performance to ensure optimal operations and identified potential issues.
• Troubleshot application errors and provided technical support to end-users.
• Coordinated with third-party vendors for resolution of incidents or provisioning services.
• Analyzed system logs to identify suspicious activities or anomalies.
• Created user accounts and managed access rights for users.
• Performed regular backups of critical data and documents.