Joshua Deva has over 6 years of experience in Tier II Enterprise Application Support. He currently works for NTT DATA COMPANY providing support for Shoppers Drug Mart, a leading pharmacy in Canada. Some of his key responsibilities include troubleshooting application and server issues, managing application servers and message queues, participating in upgrades and patches, and resolving technical problems. He has received several awards for his work including Best Team Player in 2010 and 2012, and Outstanding Contribution from Shoppers Drug Mart in 2015.

1. Joshua Deva
Address: 1, Kurunji Street, MKB Nagar, New Perungalathur Chennai-600 112, Tamil Nadu.
Contact: +91 9884075098; E- mail:joeoptim@gmail.com
Level-2 Technical Associate
Offering 6 years 3 month experience
PROFILEPROFILE
 Dynamic & competent professional offering 6+ years of experience in Tier II Enterprise Application Support
 Core competencies in troubleshooting and resolving client-side backup software problems, performing data
restores for both server and desktop workstations in the event of data loss or corruption.
 Training new staff on all processes and procedures.
 Self-driven, focused and result oriented with strong analytical and troubleshooting skills.
 Proven ability to work under pressure conditions with ease.
PROFESSIONAL EXPERIENCEPROFESSIONAL EXPERIENCE
NTT DATA COMPANY Feb 2016- Till Date
Tier II Enterprise Application Support
Client: Shoppers Drug Mart
Shoppers Drug Mart is a leading Pharmacy in Canada. It has more than 1300 stores; it uses EPOS as its point
of sale application. EPOS is developed on Java and works on UNIX platform.
Roles & Responsibilities:
 Troubleshooting—EPOS Application and Server issues in UNIX and Database (DB2) using variety of techniques
for anticipating, recognizing, and resolving technical, organizational and operational or process problems.
 Assess the impact of errors/problems based on timing and situation to determine the most appropriate decision
and course of action by escalating to next level.
 Managing IBM Web sphere Application server and maintaining IBM MQ series queues for business application
use
 Participating in deployments, hardware and software upgrades and patching on a regular basis.
 Managing Multiple Priorities in BMC REMEDY-- manage multiple concurrent activities. Showing effective
judgment in prioritizing activities and time allocation.
 Maintaining documentation and knowledge of the system software Infrastructure and core application systems. .
 Analyze and investigate potential problems as described in incident management tickets to determine root cause,
take the necessary resolution action or escalate as necessary.
 Analyze and ensure information provided in Request for Change tickets is clear prior to execution, submitting
only when the details of actions are clearly documented.
 Troubleshoot technical problems in the absence of documented procedures and document resolution steps.
 Develop and implement automated 24x7 system health checks based on defined checklists
 Plan and schedule tasks, request for changes and project assignments
 Coordination of communications among various support groups, shifts and management

2. Major Contributions:
 Team lead (SINGLE POINT OF CONTACT) for SHOPPERS DRUG MART.
 Leading a team of 12 members for SHOPPERS DRUG MART and Honeywell projects.
 Co-ordination with Onsite counterpart on the daily tasks and deliverables to be done.
 Mentoring freshers & new resources and groomed them to get productive deliverables without compromising
quality.
 Groomed them to handle and co-ordinate client issues based on severity.
 Preparation of DSR’s (Daily Status Report) with the information on the effort spent on each issues handled by the
team members.
 Sending a consolidated one on one feedback to the director on a monthly basis.
 Handling feedback and escalation mails from the client.
Incident Management Prime Responsibilities:
 Involved Handling Sev-1 & Sev-2 Incidents to the Stores.
 Functioned as an Escalation Point for all application services & domains.
 Responsible for open Incident, solution coordination and End to End ownership of the incidents.
 Initiated service process improvements to improve service delivery.
 Managed communication to & between all participants in the Management process.
 Provide technical direction and coordination to the resolver groups involved
 Provide appropriate inputs to the problem management process, RCA preparation.
Project Transition Activities:
 Effectively got transition from EDI – Onsite Team and submitted the SOW for EDI project – Offshore.
 Provided coordination and support to Accounting and Manufacturing department & Submitted Onboarding
documents related to EDI.
 Maintained Daily& Weekly reports details for different transactions like 810,850,820, and 855,856,997.
Rewards and Recognition:
 2010- Won the Best Team Player award for displaying exceptional dedication towards work.
 2012- Won the Best Team Player award for displaying exceptional dedication towards work for
Shoppers Drug Mart – Canada
 2015- Won the Long Service Award of Five years.
 2015- Outstanding Contribution award – Shoppers drug Mart.
EDUCATIONAL & PROFESSIONAL CREDENTIALSEDUCATIONAL & PROFESSIONAL CREDENTIALS
College:
 2009- With 59.89% of Marks in the field of B.Sc [Information System Management]
High School:
 XII at St Annes Matriculation. H.S.S, Chennai with 70% during 2005-2006
 X at Ebenezer Matriculation School, Chennai with 72% during 2003-2004
Date of Birth: 16th March 1988

3. Language Proficiency: English and Tamil
References: Available on Request