Deepak Bhatt

Experience

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  VCustomer

  Jul 2006 - Oct 2007

  TSE

  • Configuring Routers, Switches, Print Servers and Access Points on remote client locations. • Troubleshooting and providing maintenance support for Switches, Print Servers and Access Points on client side, using the remote desktop and other tools.• Troubleshooting and providing maintenance support for OS related issues.• Interacting with Clients, and providing them with the best possible solutions for the networking and access issues.• Having the capability to convey the troubleshooting steps to the customers over the phone, chat and email, letting them understand the root cause of the issue. Show less

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  OSC Services Private Ltd

  Oct 2007 - Sept 2010

  Senior Technical Support Analyst

  • Managing Data Base for the Law Firm• Acting as a shift supervisor• Assisting the Manager in initiating the process oriented scorecard• Introduced, planned and maintained the Quality parameters laid down in accordance with the client• Preparing the monthly process reports/dashboard and sending the monthly KPI report to the top management• Creating the Internal sites for legal matter on intranet• Managing the lawyers’ access on legal matters in the database• User management: Password Reset and Unlock User accounts in multiple infrastructures Show less

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  Tech Mahindra

  Sept 2010 - now

  Senior System Engineer

  • Providing Tier2 Support for AT&T Business Applications • Providing support for Production / Development /Test servers• Proactively tracking Logs on Production servers for any possible production issue• Checking the status of production Listeners after specific interval of time and making sure that the transactions are successfully working • Coordinating with the team during the Quarterly application release activities• Proactively monitor and manage application and system resources: Processes, Online systems, Interfaces, File systems, and CPU / Memory utilization• Providing reboot validation of application & database of Application servers on UNIX platform• To monitor Client tools & investigate accordingly• Provide production support during deployments and support the external dependent teams during their deployments• Actively involved during the CR Configuration requests and all maintenance activities• Documentation for Alert resolution and Application issues to reduce the MTTR (Mean Time To Resolve)• Initiating Production P1 calls and analysis - provide specific, relevant production & information to assist in troubleshooting the problem• Keeping a track of all Incidents that lead to disruption of services or reduction in quality of service• Checking the status of production Listeners after specific interval and making sure that the transactions are successful• Liaising with clients to inform of progress, request information, manage expectations and close out issues• Log, track and updating incidents in remedy tracking system• Contributing to knowledge base/FAQ’s• Working on the server alert queues• To monitor applications and processes, change control, problem resolution and reports• Conducting root cause analysis to improve productivity and quality• Making sure that the closure rate is always as per the defined SLA• Escalating the issues within SLA• Handling Problem Management, Problem Resolution, and Problem Show less