Published on: Mar 3, 2016
Transcripts - Nalvize N
Mobile: +91-8220195910 Email: email@example.com
Experience - 3 years in total (14 months at HCL Technologies and 21 months at CGI Group).
Provided Technical support for Customers and internal employees
Good communication skills and experience on customer handling skills
Completed U.G in the year 2011- BE (ECE) in Christian College of Engineering & Technology
HCL TECHNOLOGIES (January 2013 - March 2014)
CGI GROUP (March 2014 – Present)
1. BT(HCL Technologies)
Client : British Telecom
Designation : Junior Engineer
Period : From Jan 2013 till March 2014
Roles and Responsibilities:
Provide hardware / software / network problem diagnosis resolution via email/chat/ telephone/web,
Monitoring & Management of various IT Infrastructure components for customers end users
Identify, evaluate and prioritize customer problems and escalations
Respond to and diagnose, problems through discussions with users, including problem recognition,
logs, research, isolation, resolution, and follow-up steps.
Use the Incident Management System to document information and manage problems and work
requests and their respective resolutions and circumvention’s.
Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per
Assign work orders / incidents to appropriate support teams and follow up until closure
Route problems to internal 2nd and 3rd level IT support staff
Escalate complex problem to appropriate support specialists
Routine maintenance updates with other IT staff and business units
2. OneIS(CGI Pvt. Ltd)
Client : Internal L2 Support
Designation : Associate Systems Engineer
Period : From March 2014 till Date
Roles and Responsibilities:
Handling Incident, Request and Change Management within the agreed operating SLA of the client
Users Account Management, Configuration of Virtual Private Network, Network Drive.
Providing deployment and configuration support for applications, with assistance fromrespective
The methods used in the troubleshooting include Systems Management Server (for remotely logging
on to the user’s computer) and Active Directory (to verify the account and access details of the users).
Configuring and troubleshooting outlook exchange server.
Creating and managing file share, distribution lists, Non-human mailboxes, Project folders Managing
Blackberry Administrator-Role includes providing support for all server applications, including
BlackBerry Enterprise Services (BES) Server (most current version) Provide installation, configuration
and administration of BlackBerry Enterprise Server (BES).
Perform Problem management, including route cause analysis. Monitor system performance and
provide recommendations for improved performance.
Provide status reports and solutions to problems, to upper level management. Tools: Windows XP,
Windows 7, Active Directory, VPN, Deployment & Configuration Remedy, SCCM 2007, SCCM 2012, ONE
ITSM, Service Center.
Bachelor of Engineering (ECE) - 2011 with 73.6%
Higher Secondary Education - 2007 with 85.5%
Matriculation - 2005 with 83%
ACEHIVEMENTS AND EXTRA ACTIVITIES
Received ‘Pat on the Back’ award for good performance.
Mentored new joiners, trained new grads in process and technical.
Received appreciation from Clients.
Completed CATE course in Software Testing at STC Technologies, Chennai