Ahmad Faraz Resume Service Desk 1

Ahmad Faraz Contact: 09686100533

Email-Id:farazworld1981 @gmail.com

OBJECTIVE:

To pursue a career in an organization that provides a challenging environment and allows me to grow both professionally and as a successful individual where team-handling skills, analytical skills, expert technical skills, and presentation skills, extensive knowledge of process will be fully utilized and further developed.

PROFILE:

An excellent interpersonal skill, confident and poised in interactions with individual at all levels readily developing rapport with clients and colleagues.

Demonstrated ability to adapt to ever changing technologies and methodologies. Highly regarded for a proactive attitude and an ability to think laterally, providing

ideas and solutions. Adopt a creative approach to problem solving through use of excellent analytical

skills. Capable of achieving personal objectives with high commitments.

PROFESSIONAL EXPERIENCE :

From To Name of Company Designation

Dec 2007 Till date Laviant Data systems Service Desk Analyst

Sept 2006 Dec 2007 AXA Technology Services IT Analyst



JOB RESPONSIBILITIES:

First point of contact for all the IT and customer related issue. Receiving calls, use standard greeting on calls and Logging 100% tickets of the call

received Prioritizing, Categorization of ticket and taking remote capture to resolve Providing ticket number to user via phone, E-mail Key in the appropriate and timely log notes in the ticket as and when there are

findings / updates Updating users on the ticket progress Allocation to desk side support if desk side intervention required Escalating to customer / end users as appropriate Handling all the level 1 incoming and out going calls irrespective of any location. .Recording all the event by incident management tool (Remedy). Handling all level 1 issues for Windows ,UNIX and different application. Adding users and group in Unix environment Adding and publishing the shares in Active directory Adding the printers, enabling,disabling ,resetting accounts in active directory. Following the level 1 troubleshooting for disk space, memory utilization , hardware

failure, Service failures, and reboot failures for all the Unix and Windows servers. Checking the File systems and disk space of the UNIX servers. Restarting the Prod and dev server which have failed to reboot due to script failures Initial troubleshooting for different application by following the logs and the

documentation as prescribed by the company. Provide first line support for application job failures. Track and monitor application SLA’s and Job stream delays and notify the relevant

downstream groups. Track outgoing and incoming data feeds for/ from different job streams./batch job

streams. Tracking of mails and logging tickets accordingly Responding to mails with updates on the Same business day Providing reports as and when required Logging Incident in other tools if applicable Preparing Incident checklist Updating the customer on ticket progress Generating new articles for Knowledge Base and publishing the same Provide reference of relevant ticket Monitor and record the IT downtime for individual / shift Monitoring alerts for different applications and servers. Executing scripts on Unix based and windows production servers.



Unlocking user and application users accounts using applications. Monitoring backups using Veritas backup client and restarting and stopping. Unlocking ,resetting of RSA token Escalation issues to the L2 and L3 teams . Coordinating all the customer and the IT related issues. Checking the status of Virtual machines and restarting the machine after following

the documentation. Co-coordinating with the Vendor for hardware replacement and proficient in opening

service call with them . Following up the tickets assigned. Following up of ticket to closure Do manual check of the application when any application related alert is received and

also as and when required. Follow up for pending tickets. Coordinating with all the teams regarding the change controls or the changing which

are scheduled. Coordination and informing all the teams which get affected with any planned or

unplanned outage. Understanding the criticality of issue and following and reaching the resolution with

the SLA time. Applications / Tools Used

Netcool – Monitoring Servers (windows, unix, network devices & database technologies)

Control M – Monitoring / Rerun / Scheduling Job Streams / Batches. Veritas Netbackup 5.1 and 6.0 for monitoring Server Backups Avocent DSView3.1.1 for KVM Sessions / Remote Monitoring Quest Windows Active Directory Management Tool HP ProLiant BL e-Class Integrated Administrator for Blade PC Management for

reboots, remote logins and status checks. RSA ACE Server 5.2 Administration Tool for Assigning / Reassigning Tokens,

Access permissions, Password resets. Remedy – Incident Management Tool

Qualification:

Completed B.E (Engineering) in Electronics and communications year 2006

Ahmad Faraz Resume Service Desk 1

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