Shivanand Jamkhandi

Experience

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  Wipro Technologies

  May 2007 - Feb 2012

  System Administrator

  Provided end user technical support for UK customer that included setting up Windows computers, user accounts, passwords and groups using Active Directory.Configured and installed software for desktops, laptops, scanners and all in one printer.Performed break fix support, network connectivity and Windows troubleshooting.Administered and supported remote access Cisco VPN as well as administered and supported RSA SecurID access issues.Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily.Used BMC Remedy to log, track and manage Incidents and Service Requests.Used my experience and knowledge to update the CMDB project document.Collaborated with the Vendor to get the Incidents resolved within SLA. Show less

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  Allscripts

  Feb 2012 - Nov 2018

  Senior Technical Support Consultant

  Provided Healthcare application support to the business applicationsOwned, maintained and tracked incident tickets in the queue through their entire life-cycleReviewed customer satisfaction survey responses and handled customer escalationsIdentified training requirements for the department and conduct such training sessionsPrepared knowledge-base articles and shared them with the teamProvided on-call support after the business hours and acted as mentor for service deskCommunicated updates, reports and feedback about team performance to the stakeholders Trained new hires and liaised with onshore teams and involved in the discussions with client about infrastructure setup, upgrades, system changes, etc. Show less