Summary
Overview
Work History
Education
Skills and Core Competencies
Certification
Timeline
Generic

Vivek Mohan Raina

Software Engineer
Bangalore

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Seeking to contribute to a dynamic team with a focus on growth while meeting company goals.


Having overall experience of 9+ years.

Overview

8
8
years of professional experience
7
7
years of post-secondary education
9
9
Certifications

Work History

Software Engineer

Oracle
11.2019 - Current
  • Enhanced client satisfaction by providing timely and accurate guidance on Oracle Cloud best practices and features.
  • Collaborated with cross-functional teams to ensure seamless integration of Oracle Cloud solutions into existing IT environments.
  • Trained, guided and onboarded new employees in such areas as user management, lifecycle management, on boarding and service activation, termination and data extraction services.
  • Ensured compliance with regulatory requirements by guiding customer to access various security and user metrics reports.
  • Collaborated with cross-functional teams to ensure seamless integration of cloud services into existing architecture.
  • Enhanced customer satisfaction by proactively addressing concerns and ensuring timely delivery of products and services.
  • Established best practices for implementing cloud infrastructure maintenance, updates, patching, etc
  • Spearheaded data migration from legacy systems to new cloud-based storage solutions, minimizing potential loss of valuable information resources.
  • Created user accounts and assigned permissions.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
  • Conducted FAaaS testing and submitted observations to development team.
  • Partnered with development team on product development and application support plans.
  • Informed internal personnel and external stakeholders of project milestones.
  • Helped customer integrated third-party tools and components into applications.
  • Collaborated with developers, analysts and project managers to expedite issue resolutions.
  • Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
  • Generated reports to track performance and analyze trends.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Collaborated with upper management to improve customer service processes and support structures.
  • Enhanced customer satisfaction by efficiently provisioning products and services.
  • Troubleshot issues related to service activation or product functionality, providing prompt resolutions for client satisfaction.
  • Coordinated with sales and support teams to ensure smooth handoff of clients during provisioning process.
  • Assisted in development of internal processes and documentation, promoting consistency across various provisioning activities.
  • Handled escalations from customers regarding provisioning concerns, user activation and access, etc and worked closely with other departments to resolve issues quickly.
  • Established efficient communication channels within team, leading to better collaboration among members during project development phases
  • Tools used : BullsEye, DevOps portal, OCI, MOS, FM, RFA, Jira, Job Control System SaaS, etc
  • Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements

Software Support Tech Engineer

Accenture
01.2018 - 09.2019
  • Generate Global desk reports on Pending Incidents, track all root causes and actions
  • Where needed invoke appropriate support to move incidents through process, enable and coordinate communication between different support teams
  • Update Knowledge base on regular basis by providing technical write-ups for various issues
  • Analyzing and Distributing tickets to pears and monitoring them till completion
  • Monitor incidents and service requests out of process and perform analysis or contact workgroup owner / supervisor until resolved
  • Queue Monitoring (Auto tickets & Emails) with backlog control
  • Managed customer escalations and provided timely resolutions
  • Ensure all applicable SLA metrics are met as per agreed SLA norms for account.
  • Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines
  • Participated in formal internal design reviews of proposed products and components

Senior Business Analyst

DXC Technology, Mondelez
01.2016 - 12.2017
  • Mobile Telephony : Providing support to mobile phone applications like SIF
  • Incident Management.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives
  • Effectively supervised team performance by implementing measurable metrics to assess delivery of requirements

Business Analyst Associate

Crown Solutions, Mondelez International
8 2014 - 12.2015
  • Active Directory support : Managing End user, and processing access requests
  • Hands on experience on ticketing tools like BMC Remedy, Essential tool, HP Service Management
  • Server Support : Looking into affected server using ESL tool
  • Exchange Server issues: Providing support in Global Messaging Centre (GMO) / email exchange issues
  • Desktop and Printer Support : Provide solutions to complexities in various Microsoft applications, hardware, Internet issues, VPN issues along with general troubleshooting related to printer and network related issues
  • Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards

Education

12th standard -

CBSE
Jammu

B.E - Computer Science Engineering

Visvesvaraya Technological University
Belgaum, Karnataka
07.2007 - 04.2014

Skills and Core Competencies

Process Improvement
Coaching

RCA Analysis

Cross team Collaboration

Process Improvement
Communication
Critical thinking
Inclusiveness
Customer relationship
Escalation management


Certification

Carried out Final Year Engineering Project on “Keywords Ranked Search Over Encrypted

Timeline

Software Engineer

Oracle
11.2019 - Current

Software Support Tech Engineer

Accenture
01.2018 - 09.2019

Senior Business Analyst

DXC Technology, Mondelez
01.2016 - 12.2017

B.E - Computer Science Engineering

Visvesvaraya Technological University
07.2007 - 04.2014

Business Analyst Associate

Crown Solutions, Mondelez International
8 2014 - 12.2015

12th standard -

CBSE

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Vivek Mohan RainaSoftware Engineer