Savita Pathak

Experience

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  N.C.I.T

  Mar 2004 - Jan 2005

  Faculty and Microsoft applications & programmer

  Dealt with free lancing on software developments and involved with the writings of the manuals for the software advertisement of the products developed .Also trained batches at the institute on various Microsoft applications and Products.

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  Chatur Computer Services Pvt. Ltd

  Jan 2005 - Sept 2005

  Software marketer / Developer / Technical writer

  Role Description :1 Worked as a Software marketer /developer and technical writer for Chatur Computer Services Pvt.Ltd (Churney Road) January 2005 to September 20052.I was involved with the professional writings on the websites.www.amfiindia.com (updates on the websites, news informational articles, examination updates and latest news related to mutual fund industries)3.www.chatur.com (involved with the writings description of the products mentioned on the websites like TDS Manager, Managing insider trading etc.4.www.munshikaka.com informational articles writings on the website.5.Also involved with free lancer writing for articles for pamplets, short articles,drafting’s, advertisements etc. Show less

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  Accenture Services Pvt. Ltd ( BPO)

  Sept 2005 - Jun 2008

  Sr.Technical Support Engineer Associate

  1.Provide assistance and training new Customer Support Representatives.2.Follow strict policy and procedures for communicating any changes and conduct trainings to share process and quality updates. 3.Support additional duties as necessary in high volume or promotional periods in service center.4.Meet productivity and quality performance expectations as established by customer service management.5.Retaining Irate/Unsatisfied Customers6. Resolve technical issues related to DSL . Router configuration and supported Modems. Career Highlights I was deployed by Accenture in Philippines (Manila) for training and setting up a pilot technical support Team of 38 team members. Have acted as Supervisor for the nesting batch and helped for set up of the BPO Process.Management roles:1.Sharing best practices training them with Technical expertise and knowledge sharing presentations and study material and tools usage.2.Define best practices and strive towards continuous improvement in the defined processes to ensure quality of service. 3.Mentoring the new support engineers, this includes analyzing the data collected and providing the action plan.4.Monitor progress of each customer, case management and ensure that they are resolved in a timely fashion. 5. Data analysis to streamline the process and ensure that the business gives optimum growth. Show less

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  Thomson Reuters

  Jul 2008 - Apr 2010

  Technical support engineer

  1.Responsible for the provision of technical support and assistance to IT staff within FGA’s and other premium clients over the telephone and other electronic mediums, in a prompt, efficient, and professional manner, contributing to a steady improvement in customer satisfaction.2.Manage technical problems. Liaises with field expert centre, third level supports groups or development team. Keeping track the progress until problem is resolved. Proactively build and maintain a good working relationship with customers ensuring adequate product, technical, market and call handling expertise to perform job efficiently, including the correct call logging, administrative and procedural practices required.3.Proactively contribute to the Reuters Knowledge database on a regular basis and maintain and upgrade the training network. 4.Identified recurring problem areas for key clients and recommended corrective action based on 5.Historical analysis. This led to converted sales opportunities for supplementing products and outlining processes to resolve frequent issues resolve frequent issues and streamlined the process for efficiency and quick resolution to clients6.Coordinating with the second level third level teams and client IT’s network and PGS, Client Training, Account Management teams and various internal and external teams with in Thomson Reuters to get a proactive speedy resolution for the Client with services provided with efficiency and least time 7.Proactively taking ownership and helping clients with help of global desk interaction, providing resolution to the customer diagnosing system, network issues and working with team to resolve as Risk and Time Management is of priority with Transaction Software for Trades due2 technical reasons.8.Monitoring all DoIP – MoIP and RWS/RDF clients for South Asia & analyzing logs, coordinate with the distribution management teams for links to be restored for leased lines at site when down for any haphazard or technical reasons. Show less

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  Convergys

  Apr 2010 - Jan 2013

  Enterprize Platform Support Sr. SE for Microsoft SCOM.

  Installation, Configuration and Administration of SCOM 2007 SP1, R2,2012 and System Center Essentials 2010.• Installing Cumulative updates for SCOM 2007 & SCE 2010.• Setting up SCOM Databases.• Customizing (Authoring) and deploying management packs based on client requirements.• Configuration of work flows for rules, tasks and monitor types with data source, condition detect, probe or write action module types.• Troubleshooting on Alerts generated on availability, performance, configuration or security situation.• Designing of a strategy for deploying Agent monitoring requests.• Experience in deploying multiple Management group architectures.• Configuring Network device Monitoring using SNMP.• Setting Gateways and troubleshooting certificates used in SCOM.• Defining views and console Tasks.• Setting up AEM and ACS monitoring in SCOM.• Understanding of relational databases. Experience working with SQL 2005/2008/2008 R2/SQL Reporting.• Knowledge on Microsoft Win2k3/Win2K8/Win2K8 R2 Server administration.• Basic understanding of Active Directory, OU structures, Group Policies, DNS, DHCP, Exchange 2007/2010, Cluster 2003/2008 and Hyper-V.Networking Technologies:Windows Server 2008 R2 SP1, 2008 R2, 2008 Sp2 , 2003, 2003 R2, 2000,Windows -7, Windows Vista, XP SP3. In depth knowledge about design, implementation and troubleshooting of the following namely DNS, WINS, DHCP, SMB & NetBIOS Browsing, NPS, IPSEC, Windows Firewall. Active Directory: Active Directory Replication, Global Catalog and FSMO role ManagementDomain controller Promotion / DemotionActive Directory Schema Preparation (Adprep)Active Directory Disaster RecoveryCreating managing User Accounts.Domain trust and DNS requirements for same.Basics to check Group Policies and GP application related to Networking ProtocolsOS Performance: Supporting overall system performance of the operating system. Show less

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  Compucom India

  Feb 2013 - Jan 2016

  System Support Tech

  • Working on Change management and Incident management• Monitoring and troubleshooting of alerts in datacenter environment • Monitoring and troubleshooting on SCOM alerts• Working on Active Directory and Exchange Console to complete user requests and changes• Updating and patching of servers in the datacenter (SCCM Patching)• Troubleshooting on different incidents raised by users or created for issues in datacenter.• Monitoring and maintaining the CPU, Memory and Disk utilization using inbuilt utility.• Analyzing Server performance, Application crash, Service failure issues.• Proactive and Reactive Problem Management, working on RCA for Sev1-Sev 2 issues encountered.• Working on VMware technology like VMotion, Migration, upgrade VM server components (adding Memory, CPU, Disk, Disk Space, etc) VM Snapshot management, troubleshoot any issue on VM & ESX servers, upgrade VMware tools.• Maintaining the network infrastructure LAN/WAN, installation, migration & configuration of network client workstations.• Troubleshooting AD replication, DNS, DHCP issues.Monitoring and maintaining the CPU, Memory and Disk utilization using inbuilt utility.Management roles:1.Sharing best practices training them with Technical expertise and knowledge sharing presentations and study material and tools usage.2.Define best practices and strive towards continuous improvement in the defined processes to ensure quality of service.3.Mentoring the L1 support engineers, this includes analyzing the data collected and providing the action plan.4.Monitor progress of each customer Incidents and ensure that they are resolved in a timely fashion5.Collaborate with other Business Units and establish common practices and procedures.6.Provide weekly reporting to manager related to the GTO accounts handled.Transition SCOM,created SOP and provided recommendations for client. During the transition, understood the need and requirement of the client and set proper expectations with them on deliverance. Show less

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  IBM

  Mar 2016 - Aug 2021

  Technical Services Specialist

  Technical Services Specialist