1. NIKHIL CHANDRAKANT GAIKWAD ITIL Service Operations Certified
Ph.: 9921217021 ITIL Foundation Certified
Email: talknikhil@gmail.com ISTQB Certified Professional
Professional Synopsis
Bachelor of Engineering In computers (B.E Comp) with 5+ years of experience in Software Operations with
proven expertise in the latest trends and techniques of the field in terms of technology and management,
with an inborn quantitative aptitude. Presently performing role of Senior System Engineer with ATOS India
private limited, Pune, India.
Skill set covers
- Quality Analysis (Manual) - Ticketing Exposure -Technical Support
- Application Support - Managed Services - Service Desk Support
-Incident Management - Configuration Management - Problem Management
- Cloud Deployment - ITIL Process Analysis - Requirement Analysis
- Database Management - Product Support - Software Implementation
• Comprehensive experience in Manual Testing, Technical and Application Support, analyzing information
system needs, evaluating end-user requirements, custom designing solutions, troubleshooting for complex
information systems management.
• Involved in analyzing and deciding the type of the ticket as Incident, Change and Problem and decide the
priority of the ticket, then assigning tickets to the team members.
• Exceptional client handling and problem resolution abilities as well as superior customer service orientation
and ability to work as part of a team, ability to manage sensitive situations.
• Qualitative experience in delivering technology-driven business solutions that meet the strategic objectives
of the clients.
• Minimizing performance bottlenecks through a combination of process excellence, quality frameworks and
service delivery innovation.
• Effective communicator with excellent management skills, strong analytical, problem solving &
organizational abilities.
• Able to work independently and collaborate proactively & cross functionally within a team.
• Involved in Implementing and configuring application, developing reports & maintaining Up-time of system.
• Involved in Issue Troubleshooting, Database Management & Scheduling maintenance tasks.
• Having basic knowledge of Networking.
• Worked on Implementation & Support, Requirement Analysis, and GAP Analysis.
• Reviewing and modifying project builds and plans according to the customer’s requirements.
• Mentoring junior level engineers for software training, implementation process, ticket solving methods,
database related tasks, maintenance tasks.
• Worked in HRMS, Association management domain, Payroll Domain.
• Hands on experience on Tools like Aptify, Remedy, JIRA, Service Desk Management, HP Application Lifecycle
Management, Microsoft Project Professional, BlueKiwi, WorldAPP.
• Hands on Experience on Product maintenance, Analyzing Logs, Executing test cases and communicating the
same to Development team/ Business.
• Staff development and motivation, Vendor and Stakeholder Management.
2. Experience Summary
1. Current Employer:
1) ATOS India private limited, Pune, India. Role: - l Senior System Engineer.
Responsibilities:-
1) Play a lead role in guiding team in analyzing complex issues and implementing changes where required. Work on
Incident ,change and problem management. Responsible for dealing with multi-dimensional issues both relating to
ongoing support as well as new implementation, testing and evaluation.
2) Directly responsible for monitoring all call handling, task assignment across individual members within the shift
ensuring fair distribution and adherence to standard procedures/SLAs. Ensure team adopt and employ best practices
receiving appropriate technical training, standards briefing where required.
3) Ensure all support documentation is updated by relevant document owners. Provide support to diagnose the
problems and, if known, provide correct solutions to rectify the problem.Deploying change request on the
Production Environmentas per the specifications provided by customers.
4) Work as an Interface with Atos R&D team on issues including software bugs and/or feature requests.
Technology -Asp.net OS:-Windows xp, Windows 7, Windows 8
Database:- Sql server 2012 Tools: -Atos PARMA(MS Project 2010,2013 ,Sharepoint) My Career(Success
Factor), Atos BlueKiwi, WorldApp, HPALM, Visual Studio 2008.
2. Previous Employers:
2) Aptify Research and Development Solutions Pvt. Ltd (Worked for 2.8 Years) Role: - l Managed services
Engineer.
Responsibilities:-
1) Deploying change request on the Production Environmentas per the specifications provided by customers.
Managed services includes System maintenance i.e user support in application usage, adding & removing users,
Proactive monitoring and handling jobs failures and other system incidents, investigation of any data quality related
issues ,identification of any root cause problems in the system, Database refresh.
2) Working on Cases assigned related to the Product and databases. Developing reports, OS Troubleshooting, s/w
installations on server & respective nodes.
3) Database Management & Scheduling maintainance tasks. Verifying Daily Sql backup and Network Backup
Files.Applying fixes provided by Development Team and testing the fix.
4) Configuration Management.
Technology -Asp.net OS:-Windows xp, Windows 7, Windows 8
Database:-Sql server 2008, sql server 2012 Tools: -Aptify, Cisco VPN, FileZilla,MSP,Visual Studio 2008.
3) Relyon Softech Ltd. (Worked For 8 Months) Role: - l Implementation Engineer.
Responsibilities:-
1) Managing implementations & support tickets of payroll softwares.
2) Installing & configuring software based on the business requirements of clientsalong with deployments and
support.
3) Interacting with the client for system study, requirements gathering and analysis.
4) Executing administering activities related to network configuration and client server architecture
5) Interact with teams of developers, offshore teams, then monitor and tune performances accordingly.
3. 6) Prepare necessary project documentations associated with implementation like manuals, customer query data,
issue logs and their resolution.
Technology -VB.net OS:-Windows Xp, Windows 7
Database:-Sql server 2005, Sql server 2008 Tools: -Saral Payroll software, VS 2008.
Academic Profile - B.E Computer
Degree Year Board/
University
Institute Score
B.E 2011 Pune University M.E.S. College of Engineering 62.00%
HSC 2006 Maharashtra Board Nowrosjee Wadia College 60.67%
SSC 2004 Maharashtra Board G.S.Moze school 74.26%
Technical Skills
Programming Languages: Basic C, C++, C#, Visual Basic, Ado.net.
Database Skills: SQL Server, MS-Access, Oracle, RDBMS.
Office Tools: MS Project 2010, 2013. MS Office 2010, 13, 15
Web Technologies: HTML, XML, ASP.
Modeling Languages: UML, OOMD.
Operating System: Windows 98/2000/XP/VISTA, LINUX, Windows 7, Windows 8, Windows 10
Personal profile
Date of Birth 14th July, 1989
Marital Status Married
Sex Male
Nationality Indian
Languages known English, Hindi, Marathi, Gujarati
Hobbies Numismatics, Philography, Sports, Reading.
Achievements & Recognitions
“Employee of the month” Award by Aptify. Certificates of appreciation from CEO of Aptify and VP of Aptify.
Appreciations by VP of Services Atos & by GIT Head Atos.
Organized of Blood donation camp in Aptify.
Completed Diploma in .Net Technologies from NIIT
Member of Association of Computer Engineers, M.E.S.C.O.E, Pune.
Certificate of honor from UNIVERSITY OF PUNE for outstanding work in N.S.S
5 Certificates of Appreciation By M.E.S.C.O.E. for work in N.S.S
Merit recognition certificate from NIIT for Aptitude Test.
Declaration
I hereby declare that the above-furnished details are true to the best of my knowledge and belief. And also I assure
you that I will work and grow with the company according to the expectations and belief kept by the company where
I am working.
