![Raise the CRs for Normal Change and Standard Change and mention the complete details in CR highlighting CM
team and get the approval for its implementation and assign to an individual with the proper implementation details
and plans.
Acknowledge& Resolve Executive Level Complaints /High Level Complaints in least time updating raiser in case of
complexity and involve the required team to work on it.
Acknowledge SR and Incidents and gather its requirement & investigation we need to take Server Components
as well as Server bounce in the planned and scheduled time.
Directly work with the client to analyze the impacting incidents and gather required data and analyze its root
cause and fix validation.
Pick defects and QCs raised to validate and share necessary input (logs, xml, steps followed) to the development team.
Direct client handling in Onshore location by ensuring Problem Record, ITIL process among component ASGs and
concluding on the issue which need to be fixed with the E2E analysis by approaching the component/E2E
Designer for Design and requirement justification and ensure better Service Improvement Process being
followed all over.
EDUCATION
Anjuman College of Engineering & Technology
Nagpur, Maharashtra (Graduated) Computer
Science Engineering Bachelor's Degree in 2014 with
69.9%.
Creane Memorial Sen. Sec. High School
Gaya, Bihar (Graduated) Certificate in 2010 with
80.2%.
DAV Public School
Gaya, Bihar (Graduated) High School Diploma in
2008 with 89.9%.
PROJECT EXPERIENCE
[#1. a.] TECH MAHINDRA LTD.
Software Engineer [June 2014 - November 2018]
Pune, Maharashtra
Siebel OneView Application Production Support
OneView is the strategic CRM platform of [BSS Domain
Telecom] BT Retail. OneView caters residential &
business customers of BT for provisioning PSTN,
Broadband, Mobility and several legacy products. It is
built on Siebel 7.8 with Oracle as RDBMS and
integrating with a variety of legacy systems. The
application delivers solution for almost all the functional
areas of CRM viz. Customer 360属 view, Order
Management, Opportunity Management, Campaign
Management, Marketing Consents Management, Fault
and Repair, Enquiries, Complaints Management, etc. it
also handles Customers and details regarding Billing
and Asset information.
Siebel CRM application used by call center agents of
British Telecom to book broadband, telephone and
entertainment packages. As part of BTs initiative to
integrate its various CRM platforms, BT Business was
migrated from eVolve (Siebel 6 based application) to
OneView (called as Revolutions program). It deals with
raising Service Requests, if there is a fault in the
provided service. These faults are logged on 'One View'
and at the supplier as well.
[#1. b.] TECH MAHINDRA LTD.
Pune, Maharashtra
Openreach AIB Production Support
This is an OSS Domain Telecom Project which is
an Orchestrations application for British Telecoms
supplier end. Products being catered are
FTTP/FVA, SBS [Solution Based Service], NGA
[Next Generation Access], and SOGEA [New
Launch- 19]. All these products orders are de-
serialized here and request are progressed and
based in the response these are serialized and
same gets update to upstream applications like
OR-Siebel or FLOW for completion or failures to
further perform action of recovery/amend and
cancellation. Also checks for the appointment when
requested in orders and helps in providing slots for
Customer Agreed Date [CAD] and Customer
Commitment Date [CCD].
[#2.] MICROLISE TELEMATICS PVT. LTD.
Pune, Maharashtra [April, 2019 Present Date]
Application Support Analyst
This is a UK headquartered, Telematics Product Base
company which is mainly dealing with clients like DAF,
TATA, ASDA, Tesco etc. in various European & Asian
countries into Fleet Management, Journey
Management, Vehicle Tracking Service and many
more reporting features to the end user fleet-man and
operators using the product and related services.
PERSONAL DETAILS
Name Kumar Deepak
Fathers Name Shri. Nagesh Singh
Designation Application Support Analyst
Location Pune
Contact No 7083637811/7030655111
Email ID kv17deepak@gmail.com](https://image.slidesharecdn.com/kumardeepaknew7083637811-190507115015/85/Kumar-Deepak-2-320.jpg)
Kumar Deepak
- 1. KUMAR DEEPAK IT Services- Production Support Analyst- ITIL速 Foundation Certified To pursue a challenging career in a rapidly growing organization which provides an environment for continuous learning, utilize my skills and abilities for achieving organizational objectives. kv17deepak@gmail.com 7083637811/7030655111 PROFESSIONAL SUMMARY I am a self-motivated & tech-savvy Telecom IT Professional with 4.9 years of Experience and expertise in Application Production Support project with good business understanding of BTs Consumer & Supplier (Openreach) End Telecom Domain. Currently working with Infosys Ltd for British Telecom PLC, UK and previously with Tech Mahindra Ltd. Also have TechM onsite experience for Service Improvement and Application Support Role. I am an ITIL Foundation Certified, have worked in Production Support in various ITIL areas as Incident Management, Service Improvement, Problem Management covering Infrastructure & Data Management, Root Cause Analysis with Cross LOBs error outs investigation with Development and Design to discussion for any need of design change, code fixes or process improvement. Getting Business approvals and highlighting based on Impact analysis. Good team player with an ability to communicate and perform individually, good interpersonal and analytical skills. Mentored new team members and guided the team in handling the assigned responsibilities of RCA analysis & Data analysis. Reporting and dashboard creation and streamlining the process and updating the documents & Knowledge DB for different teams & training interaction sessions. Currently working with Telematics Domain Organization developing Device for Fleet Management & Journey Management. PROFESSIONAL SKILLS Skills Competency Level Unix, SQL, Shell Scripting, HTML Proficient Siebel CRM Proficient Tableau, Power BI & Data Visualization, Splunk Intermediate Talend ETL Tool Beginner ITIL Foundation Certified HPSM, HPQC, AutoFix, Bridge Clarify, SQL Developer, Toad, Putty Proficient LANGUAGES Language Known Competency Level English Proficient Hindi Proficient Marathi Intermediate HOBBIES & INTERESTS Bike Riding, Playing Football & Volleyball, Internet Surfing and Travelling. JOB RESPONSIBILITIES Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible within the specified Service Level Agreements/Operational Level Agreements. Document troubleshooting steps and service restoration details. Create and submit knowledge articles. Verify resolution with end-users and resolve assigned Incidents. Escalate Major Incidents to the Incident and/or Problem Manager/Development. Escalate unresolved Incidents to Development and work with them for sorting it out. Coordinate with all team projects and monitor all product life cycle and prepare all specifications and perform checks on all configurations. Coordinate with various teams or direct client to understand their data requirements, collate the data from various formal and informal sources and enter it into the appropriate systems. Compile data and create reports. Monitoring the effectiveness of IM and making recommendations for improvement. Driving, developing, managing and maintaining the major IM process and associated procedures. Provide internal support for all products and assist various product journey and downstream application. Coordinate with all cross-functional team to analyze impacting issues. Diagnose root causes to recommend required actions & assist to define and classify all issues and keep track to avoid significant reoccurrence of issues & prepare automation responses if required. Train all support teams on various business processes, track all tools, collaborate with process teams and develop efficient problem management procedures. Approve the CRs raised in absence of CM team and implement the Tasks assigned to once queue and update the audience once done. Support during the deployments for Pre-outage and Post- outage tasks and run the BS. Perform Health Check of the servers, Login checks & run Archrivals on servers and move logs for storage. Pulling Splunk Reports as per requirement and publishing Dashboards to stakeholders.
- 2. Raise the CRs for Normal Change and Standard Change and mention the complete details in CR highlighting CM team and get the approval for its implementation and assign to an individual with the proper implementation details and plans. Acknowledge& Resolve Executive Level Complaints /High Level Complaints in least time updating raiser in case of complexity and involve the required team to work on it. Acknowledge SR and Incidents and gather its requirement & investigation we need to take Server Components as well as Server bounce in the planned and scheduled time. Directly work with the client to analyze the impacting incidents and gather required data and analyze its root cause and fix validation. Pick defects and QCs raised to validate and share necessary input (logs, xml, steps followed) to the development team. Direct client handling in Onshore location by ensuring Problem Record, ITIL process among component ASGs and concluding on the issue which need to be fixed with the E2E analysis by approaching the component/E2E Designer for Design and requirement justification and ensure better Service Improvement Process being followed all over. EDUCATION Anjuman College of Engineering & Technology Nagpur, Maharashtra (Graduated) Computer Science Engineering Bachelor's Degree in 2014 with 69.9%. Creane Memorial Sen. Sec. High School Gaya, Bihar (Graduated) Certificate in 2010 with 80.2%. DAV Public School Gaya, Bihar (Graduated) High School Diploma in 2008 with 89.9%. PROJECT EXPERIENCE [#1. a.] TECH MAHINDRA LTD. Software Engineer [June 2014 - November 2018] Pune, Maharashtra Siebel OneView Application Production Support OneView is the strategic CRM platform of [BSS Domain Telecom] BT Retail. OneView caters residential & business customers of BT for provisioning PSTN, Broadband, Mobility and several legacy products. It is built on Siebel 7.8 with Oracle as RDBMS and integrating with a variety of legacy systems. The application delivers solution for almost all the functional areas of CRM viz. Customer 360属 view, Order Management, Opportunity Management, Campaign Management, Marketing Consents Management, Fault and Repair, Enquiries, Complaints Management, etc. it also handles Customers and details regarding Billing and Asset information. Siebel CRM application used by call center agents of British Telecom to book broadband, telephone and entertainment packages. As part of BTs initiative to integrate its various CRM platforms, BT Business was migrated from eVolve (Siebel 6 based application) to OneView (called as Revolutions program). It deals with raising Service Requests, if there is a fault in the provided service. These faults are logged on 'One View' and at the supplier as well. [#1. b.] TECH MAHINDRA LTD. Pune, Maharashtra Openreach AIB Production Support This is an OSS Domain Telecom Project which is an Orchestrations application for British Telecoms supplier end. Products being catered are FTTP/FVA, SBS [Solution Based Service], NGA [Next Generation Access], and SOGEA [New Launch- 19]. All these products orders are de- serialized here and request are progressed and based in the response these are serialized and same gets update to upstream applications like OR-Siebel or FLOW for completion or failures to further perform action of recovery/amend and cancellation. Also checks for the appointment when requested in orders and helps in providing slots for Customer Agreed Date [CAD] and Customer Commitment Date [CCD]. [#2.] MICROLISE TELEMATICS PVT. LTD. Pune, Maharashtra [April, 2019 Present Date] Application Support Analyst This is a UK headquartered, Telematics Product Base company which is mainly dealing with clients like DAF, TATA, ASDA, Tesco etc. in various European & Asian countries into Fleet Management, Journey Management, Vehicle Tracking Service and many more reporting features to the end user fleet-man and operators using the product and related services. PERSONAL DETAILS Name Kumar Deepak Fathers Name Shri. Nagesh Singh Designation Application Support Analyst Location Pune Contact No 7083637811/7030655111 Email ID kv17deepak@gmail.com