Jagadeesha B

Experience

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  Atkins

  Aug 2011 - Aug 2020

  Senior Desk side and Technology Analyst

  • L2 and L3 support for inter users using service now tool• Application support for engineer applications like Autodesk, Bentley products • Wintel Support• ITSM• Stake holder management• Vendor management

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  WS ATKINS & PARTNERS OVERSEAS

  Aug 2011 - Aug 2020

  Desktop support engineer

  • Providing L2 and L3 support for internal users using service now tool based on priority.• Application support for engineer applications like Autodesk, Bentley and other third-party applications.• Wintel Support• ITSM• Stake holder management• Vendor management

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  WSP

  Aug 2020 - now

  Senior Engineer - Application Support

  — Part of global Application team supporting UK region.— Troubleshoot software and applications, including Autodesk and Bentley suit of products for all WSP customers to better understand how to help them use the programs efficiently.— Ensuring that Incidents and requests logged in Service now tool closing with in SLA and keep user informed if incident or request kept on hold by updating the tickets.— Responsible to create Software notes for new applications and KB article for repeated technical issues. — Managing user access to Autodesk BIM360.— Coordinating with Software vendors for license or technical related issues.— Managing the incident and task queue and working on those incidents on priority basis and providing solution to end users within the SLA.— Creating the knowledge base for repeated issues and sharing with L1 and L2 team for quick closure of incident.— Collaborated with supply chain partners to give them understanding about our software packaging requirements and testing it before deploying for end users.— Responsible to distribute and managing the application packages to user collections via SCCM tool.— Ensured that complex defects and problems were resolved through application releases and upgrades.— Responsible for maintaining SLA by resolving incidents and requests and ensuring End user satisfaction. Show less