UDAY KUMAR
Gurgaon
Summary
Seasoned IT Specialist with comprehensive managing and maintaining servers, systems, and networks. Demonstrated strong technical troubleshooting skills and ability to implement effective IT solutions.
Leading manager responsible for handling the site IT Infrastructure.
Liaising with departmental and IT leaders to evaluate IT service Requirements and ensure Delivering and executing the Incident management process, ensuring that process interfaces work efficiently and effectively. seamless delivery. Managing site teams and collaborating across IT departments to oversee and Incident and Problem review meetings. maintain IT infrastructure. Generate monthly outage incident reports. Review the SLA performance and recommend service improvement plans. Responsible for overall SLA adherence. Working on IT Service Management with skills in Incident Management in the IT Infrastructure field. Successfully introduced Failure Analysis and Incident Review protocols. Should have worked on high-priority P1 and Major Incidents. Coordinates with various teams to follow the process and deliver the services. Inventory management on an internal tool ( Genie Tool ). Technical analysis of infrastructure events as they occur across the enterprise systems and resolve them.
Overview
12
12
years of professional experience
Work History
IT Technical Support Specialist
Can Pack India Pvt. ltd (CIEL HR)
Haryana
03.2024 - Current
- Participated in planning meetings related to the development of new IT projects.
- Monitored system performance to ensure optimal efficiency of IT infrastructure.
- Conducted regular reviews of system logs for potential security threats or other anomalies.
- Resolved technical issues with remote access services such as VPNs.
- Performed regular maintenance tasks such as disk defragmentation and virus scans.
- Assisted in developing and maintaining procedures for system backups and data recovery.
- Deployed updates across multiple workstations simultaneously using automated tools.
- Updated existing software applications to ensure compatibility with new operating systems.
- Developed policies for usage of computers within the organization.
- Troubleshot network problems related to connectivity, printers, routers, switches.
- Managed user accounts and passwords on the company's servers.
- Directed installation, maintenance and reporting for servers and systems, triaging service calls and prioritizing tickets based on related technical factors.
- Facilitated the migration of systems and data, minimizing downtime and data loss.
- Managed and maintained user accounts, ensuring secure access and data integrity.
- Assisted in budget planning for IT expenditures, optimizing resource allocation.
- Managed IT asset inventory, ensuring accurate tracking and compliance.
IT SPOC
Flipkart.com (Ascent Staffing Solutions Private Limited)
09.2019 - 03.2024
- Leading manager responsible for handling the site IT Infrastructure
- Incident Management Process execution and improvements to deliver value
- Liaising with departmental and IT leaders to evaluate IT service Requirements and ensure Delivering and executing the Incident management process, ensuring that process interfaces work efficiently and effectively
- Seamless delivery
- Managing site teams and collaborating across IT departments to oversee and Incident and Problem review meetings
- Maintain IT infrastructure
- Generate monthly outage incident reports
- Review the SLA performance and recommend service improvement plans
- Responsible for overall SLA adherence
- Working on IT Service Management with skills in Incident Management in the IT Infrastructure field
- Successfully introduced Failure Analysis and Incident Review protocols
- Should have worked on high-priority P1 and Major Incidents
- Coordinates with various teams to follow the process and deliver the services
- Inventory management on an internal tool ( Genie Tool )
- Technical analysis of infrastructure events as they occur across the enterprise systems and resolve them.
IT Support Engineer
Enchanting Travels Pvt Ltd.
09.2017 - 08.2019
- Handling critical meets both online and offline.
- Maintained inventory records of all hardware components within the organization's network.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Developed and maintained user accounts, permissions, and access rights.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Assisted with network infrastructure design and implementation.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Served as first point of contact for incoming technical service calls and emails.
System Support Engineer
Trianz IT & Cloud Solutions Pvt Ltd.
12.2012 - 08.2017
- Vendor Coordination and Escalations
- Allocate daily work for team members and coordinate with the closer
- Motivating the team to achieve high standards and KPI
- Handling new user inquiries as per IT policy
- Dealing with and resolving problems and issues that arise
- Mentoring and training junior and new staff
- Monitoring Tickets, and reporting on standards and performance targets
- Discuss in weekly team meetings, focusing on targets and achievements
- Implementing new initiatives
- Currently Managing 3 different locations of Flipkart.
Education
Graduation -
EIILM University Sikkim
12th -
H.B.S.E. Bhiwani
10th -
H.B.S.E. Bhiwani
ICA SHAINE
GurgaonSkills
- Project Management
- Leadership
- Operation & Team Management
- Team Roster Management
- Network troubleshooting
- IT Infrastructure Management
- Operating Systems
- Linux, Windows, Chrome OS
- Asset Management
- Hardware Installation
- Software Deployment
- Patch management
- Server Management
- End-User Training
- Help Desk Support
- Mobile Device Management
- Vendor coordination
- System Administration
- Incident Management
- Remote Support
- Hardware troubleshooting
- Configuration Management
- Active Directory, SCCM Server, CCTV & Storage Server, WIN Pack Server
Accomplishments
- Being Selected as the Best IT Technical Engineer of the Year 2022 at Flipkart among 270 Engineers nationwide.
- Selected as Employee of the Month for June and July 2022 for achieving a 96% Catalog Score.
- Received the Bravo Award for Department Support from Operations and HR during the Flipkart Big Billion Days 2023 (BBD23) Sales.
Languages
- English
- Hindi
- Haryanvi
Hobbies and Interests
- Playing Cricket
- Watching Cricket
- Listening to Music
- Bike Riding
Timeline
IT Technical Support Specialist
Can Pack India Pvt. ltd (CIEL HR)
03.2024 - Current
IT SPOC
Flipkart.com (Ascent Staffing Solutions Private Limited)
09.2019 - 03.2024
IT Support Engineer
Enchanting Travels Pvt Ltd.
09.2017 - 08.2019
System Support Engineer
Trianz IT & Cloud Solutions Pvt Ltd.
12.2012 - 08.2017
Graduation -
EIILM University Sikkim
12th -
H.B.S.E. Bhiwani
10th -
H.B.S.E. Bhiwani
ICA SHAINE
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