Dear Sir / Mam.
I am writing to express my interest in IT Support position.
My combinitation of creative talent, technical expertise, and experience managing both writers and projects.
I have developed and implemented edition standards for style and quality that are used by both writing and edition team IT, and technology. Experience has taught me how to build strong relationship with all departments at any organization.
My cover letter detailing my qualification for this position and my resume are attached for your review.
I can be reached any time via email er.parthivdave@gmail.com or cell phone number +91-9275066603.
Skype ID:- parthiv,dave
To secure a position as a IT service Desk in growing organization that will challenge my skills, analytical and problem solving abilities. Excel in this progressive networking environment to the fullest my potential having 6 years of experience in networking.
1. Paul S Francis
Email: actsofpaul@gmail.com
Mobile: 91-9052308708
Objective:
Looking to be associated with a highly challenging environment, to utilize my potential and exhibit my talents, or work
within a team to take the organization to the next level at high speed
Professional Summary:
Work experience of 6 years 1 month in the Technical Infrastructure Support, IT Operations, Network Management,
Service Delivery and Incident Management & Service Desk Management.
Domain level administration with strong analytical, problem solving & organizational abilities, posses’ a flexible &
smart working attitude.
Combine a natural passion for excellence in customer advocacy with the technical background, skilled at applying
continuous quality/service level improvement concepts.
Work Experience:
Technical Analyst - Support
Oracle India Pvt. Ltd 30th
Oct, 2014 – till date
Responsibilities in the role include:
• MOS Portal assistance (MOS registration, account and access, Knowledge Management, SR Profile, MOS
usability, Mobile MOS, etc)
• License related issues
• Acquisition and entitlement (Entitlement entry, Welcome Letter, etc)
• General support questions
• Facilitating resolution of contract and fiscal inquiries, as well as consulting requests and sales leads
• Customer Situation Assistance requests
• Service Request Handling Instructions
• Business Continuity Process Management
• Orion UAT tests
• Creating new service requests for customers via the phone
• Handling call backs on existing SRs, eg. Escalation requests, changing SR severity, etc.
Achievements:
• Oracle Diagnostic Methodology certified
Consultant
Sutherland Global Services 4th
Oct, 2010 – 8th
May, 2012
Responsibilities in the role include:
• Providing third level technical assistance for all network, Virus and computer configuration oriented issues
for At&t Connectech subscribed customers
• Handling Supervisor calls for any escalations
• Assisting associates with technical queries and making sure they adhere to process guidelines.
• Participate on calibration calls to maintain and upload process guidelines and knowledge base
• Monitor and Maintain real time service level queues.
Sr. Technical Associate
B A Continuum Solutions (subsidiary of Bank of America) 14th
August, 2008 to 25th
June, 2010
Responsibilities in the role include:
Service Desk Management
• Handling technology related calls for Business partners across Globe
• Network Administrator for ASIA domain
• Troubleshooting Banking applications, VPN connections , File and printer configuration
2. • Managed Secure messaging mailbox in assigning email workload to team
• Training new team members on the process and banking technology and applications
• Participate on Bridge calls to report and identify major outages on network/applications
• Uploaded Process Documents and guidelines to knowledge base
Incident Management
• Extract and review all open incident tickets
• Sending out case aging report on all pending incidents to team and management on daily basis
• Analyze and provide assistance on pending issues and reassign to the right queue, if required
• Confront all incident tickets assigned to the technical desk queue
• Monitor real time cheque scanning machines and report major outage and escalate in time
Achievements:
• Bagged The ZEAL Award as the Best Performer in the month of March 2009
• Pride and recognition award heading technical department
• Successful completion of a real time project to improve the time frame of a job using the Six Sigma tools.
Customer Service Portal
SITEL India Pvt Ltd 29th
May, 2007 to 01 August, 2008
Responsibilities of the role include:
• Handling tier 1 technical support calls for Bell Canada (internet service provider)
• Troubleshooting on desktop and laptop computers to configure Email, Broadband, Dial Up and Wireless
Internet connections
• Troubleshooting and Configuring Modem, Routers and other Wireless devices
• Initiating to Upgrade current plan and cross selling of antivirus and other value added services to customers
Technical Knowledge:
• Microsoft Windows Server Administration
• Microsoft Exchange/ IMAP, POP servers
• Windows and Mac Operating Systems and Hardware troubleshooting
• Microsoft Office Applications
• LAN and Wireless Network troubleshooting
Educational qualification:
• Graduated in Bachelors of Science (Computer maintenance and Engineering) year 2007 from Loyola
Academy, Secunderabad.
• Intermediate education (Mathematics, Physics, Chemistry) year2003 from Wesley Junior College,
Secunderabad.
• Secondary school certificate from St.Ann’s High School, BHEL, R C Puram, Hyderabad in the year 2000.
Personal Information:
Full Name : Paul Sandeep Francis
Father’s Name : John Francis
Gender : Male
Nationality : Indian
Marital Status : Married
Languages Known : English, Telugu and Hindi
3. I here declare all the information given above is true to the best of my knowledge and I bear the responsibility for the
correctness of the above mentioned particulars.
Date: Paul Francis