1. RESUME
Name: Mahesh Satpute
E-mail: mah_satpute2004@yahoo.com Mobile No: 9922851017
3.5 YEARS OF RELEVANT EXPERIENCE IN PRODUCTION AND APPLICATION SUPPORT in UNIX & SQL for
L1 L2
Summary:
• Having 3.5 years of experience in L1 and L2 Production & Application Support and Enhancement
• Good knowledge on UNIX and SQL
• Extensive working experience in Production support environment by supporting and resolving various environment
issues related to Unix, Database and middleware of application
• Involved in client calls. (Weekly review calls.) & preparation of process document
• Coordinating with different teams and clients for resolving the issues related to application
• Involved in 24/7 on-call support for production environment
• Polished leadership skills with ability to motivate teams to increase productivity
• Good knowledge on DML, DDL, DCL, Transaction Control & Data Retrieval
• Good command knowledge of UNIX
• Maintaining Attendance Tracker of the process, reports & creating Dashboard
• Good Knowledge of Excel, Power Point and work (MS office)
TECHNICAL Skills
Languages: SQL
Operating System : Windows, Unix, Linux (Red Hat)
Tools & Technology Used: Clarify, Putty, Oracle SQL developer, One view (Siebel Apps)
Database: Oracle Database 11G
Domain Expertise: Telecom (OSS/BSS)
ITIL V3: ITIL Foundation Certificate in IT Service Management [AXELOS Global Best Practice]
Work Experience:
Current Company: Tech Mahindra Ltd, Pune
Role: Apps. Support & Prod. Support
Designation: Sr.Quality Analyst
PROJECTS
Project :
1. PSG One view
Client: BT- British Telecom, UK
Applications Used Putty, IMS,One View, BBMT, BFG
Duration Oct 2012 – till date
Technology Used Clarify, Putty, SQL developer, One view (Siebel Apps)
ROLES AND RESPONSIBILITIES:
UNIX:
• Monitoring alert logs
• Performing Weekend maintenance activities as per the instructions –Health check
• Monitoring the log files which is upgrading
• Running multiple jobs/scripts
• Administrating the job status & taking appropriate actions as instructed
• Creating files & directories
• Checking files & directory permissions
• Delete old logs files and directories
SQL:
• Run SQL queries to get data for reporting
• Assisting team with data queries –supporting to co-workers in their queries
• Requirements gathering and analysis
• Creating Functional requirement Document and Technical requirement document

2. • Performing Weekend maintenance activities as per the instructions
• Strong knowledge of SQL commands
• Extracting data from Database Tables as per the requirement & various conditions
• Good command on DML, DDL, DCL, Transaction Control & Data Retrieval
• Fetching data from multiple tables as per the requirement
• Knowledge of other Oracle objects like sequence, synonym, views, and indexes
Project Description –
We are providing operational support for UK customers Billing application which include many categories like below:
• Alert monitoring & management and maintaining application availability 24x7
• Work with client for efficient incident / problem fix
• Manage and execute the various preventive maintenance opportunities
• Provide application level user support through direct interaction/Service Desk
Responsibilities –
• Worked in application support of Siebel CRM Oneview Billing activities for PSG after completion of successful transition
• Handling Billing operations related activities
• Proactive monitoring of the application performance to ensure early prediction of potential issues and resolving them
before realized by the end users
• Proactive monitoring of Scheduled jobs by L2 ASG for ensuring their correct and complete execution
• If the issues are out of scope of L2/L3 support, they are then dispatched to the appropriate support teams for action
• Involved in critical Change requests individually by contacting development team
• Identified issues for several scenarios in the applications and found the solutions for it from the database level
proactively
• Contacted clients directly to resolve the incidents/Service requests which are raised to resolve it quickly within the
agreed SLA
• Involved in the issue discussion calls with product lines & Development team on a weekly basis for the quicker
resolution
• Handling of billing related incidents and managing Collections activities for the system with client interactions
• Handling Interconnect Operations like scheduling and maintenance tasks with client interactions
• Performing Deep Analysis of Adhoc Request from client side
• Managing BMC Remedy tickets, scheduling and tracking it to closure
Key Skills :
• Demonstrating responsibility and initiative with an emphasis on Teamwork & Co-operation
• Ability to work under high pressure while maintaining high standards of work.
• A highly consistent and pragmatic approach to problem solving
Adhoc responsibilities :
• Performing Quality audits as per the set company standards
• Conducting Feedback and Calibration sessions in the teams
• Conducting Refresher Trainings for the team members as and when required
• Preparing Client Dashboard/Monthly Dashboard
• Preparing various reports for high-end Quality Reviews such as Monthly and Quarterly Quality review decks
Process Controls & Audit Compliance :
• Preparing daily scorecard and reporting to stakeholders
• Being an Senior tech, responsible to solve queries raised by the processors & reduces onshore dependency
• Handling e-mail & queries received from clients and responding them in timely fashion
• Prepare Monthly reports of the team, viz. Internal Accuracy, TAT, Productivity and Quality Assurance
• Prepare RCA on errors done by the associates & give appropriate feedback to the individual & the team
• Monitoring and managing workflow
Experience Summary All & Achievements :
Worked as an Sr. Associate tech Support in WNS Global Services Pvt Ltd from Dec’2003 till Oct’07
• Created an environment oriented to trust, open communication, creative thinking, and cohesive team effort. Coached
and help develop team members. Encouraged creativity, risk-taking, and constant improvement
• Identifying Customer requirement and provide excellent service to them
• Expertise in analyzing customer needs, fulfil the Information System needs, Custom Designing solutions,
troubleshooting for Complex Information Systems Management

3. • Good understanding of external system such as OBS tools
• Keep the Project Manager,Service Manager and product committee informed of task accomplishment, issues and
status
• Excellent interpersonal skills, ability to work well with others
Worked in Operations team in Tech Mahindra Ltd from Oct’2007 till Sep 2012
• Handled team size of 20 members
• Work allocation and process training
• Review and validate the root cause and resolution measures identified by other team members
• Guiding and mentoring the team members uplifting the technical capability
• Regular meeting & conference call to understand the problem and review the team status.
• Motivation,reward and promotion to the team members
Educational Qualification
• MBS - Master in Business Studies with Spl.subject “Production & Materials Management” from IMCC College,University
of Pune, India Apr’09
• PGDBM - Post Graduate diploma in Business Management with Spl.subject “Computer Management” from MIT School
of Management,University of Pune, India Oct’07
• Diploma in Computer Technology from Bombay Technical Engineering (BTE) 2000
SSC,Mar’96 Maharashtra Board
Personal Information
Name: Mahesh Ashok Satpute
Father’s Name: Ashok Narhari Satpute
D.O.B: 20th
Aug 1979
Address: Sumanshilp, Phase 2,A-701,Parande Nagar, Dighi,Pune -411015
Nationality: Indian
Languages: English, Hindi, Marathi
Passport No: F8857736
Mobile: 9922851017
Declaration
I hereby declare that the above written information is true to the best of my knowledge and belief.
Date: / /
Place: Pune
Yours Sincerely,
(Mahesh A. Satpute)