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