Md Ejaz Reza

Experience

• 

  Fiserv India Pvt Ltd

  Jan 2010 - Oct 2012

  IT Support Executive at Fiserv

   Provide Software, Hardware and Network Support, as well as Operating Systems. Troubleshooting virus related problem and installing Antivirus. Troubleshooting day to day problem with onsite users. Escalate complex problems to appropriate support specialists if required. Provide Support in Resolving Networks Problem or LAN Connectivity issues. Troubleshooting with day to day Internal user’s issues. Configuring Microsoft outlook and troubleshooting Mail Problem. Performing troubleshooting on assigned ticket and resolve the problem within SLA. Performing Remote Support for the global clients. Installation & troubleshooting of different client applications software’s i.e. VPN Client, Citrix Client, SQL, Visual Studio, IBM Web Sphere, My Eclipse etc over windows XP and Windows 7 platform. Show less

• 

  The CareVoice Limited

  May 2014 - Jul 2014

  Product Manager (Intern)

  • Own the strategy and road-map for a key product or business area.• Promptly resolves the issues or bugs by setting up their priorities. • Establish short- and long-term product goals and strategies.• Resolve most of the technical issues to improve quality of services.• Online promotion of The CareVoice through different social websites like Facebook.

• 

  Orange Business Services

  May 2015 - now

   Managed the assigned network elements for proper functioning. Extend Technical and process support to staff handling the customer incidents to resolve complex cases. Mentor the new joiners and deliver the required the identified trainings to SITA service desk staff as and when required (In coordination with Team Lead) Review the daily quality reports and initiate corrective action to resolve long pending incidents andensures resolution and closure of tickets. Act as Major Incident Manager during crisis while managing technical bridge and ensures effective flow of validated information to customer (internal/external) and stakeholders. Responsible for maintaining and troubleshooting IP VPN, SDWAN, DSL, MEA and IPSEC connections as per service level agreement. To perform escalation in line with the company procedure and SLA, gives heads up / notification to theinternal management. Show less  Single point of contact for all SITA global customers through managing their network and server resources at around 90% of the all Airports in the world. Create and manage user ID's, roles, groups OU's in Active directory. Also manage group policy objects to create a secure Windows Infrastructure. Proactive fault management via NGOSS (Monitoring and Event management tool) Log, troubleshoot and progress incidents with other departments and third parties through to resolution. Actively monitors all network devices of different clients. Efficient in multitasking to manage the incident queue/calls/emails. Perform investigation using IP tools (Putty) and document in Incident. Show less

  • Senior Engineer - Integrated Operations

    Oct 2022 - now

  • Engineer - Integrated Operations

    May 2015 - Oct 2022