Atul Sinha

Telephone: +91 982 314 2202 Address: D-104, Roma Galaxy, Pimple Saudagar, Pune. Email: sinha.at@gmail.com

Career Objective

I strive to be an essential part of a team and organization; always put the client first, reinvent BAU activities such that there is no monotony; make innovation a habit.

Professional Experience

Organization: IBM India Pvt. Ltd. Period: Jan 14 th 2013 – Till DateSub-Division: India Software Labs (Software Group) Designation: Software EngineerProject: IBM Emptoris Suite

Career Highlights:

Certified for ITIL 2011 Foundation Level. Authored two IBM Internal White Papers on the following topics: Decision Optimization in Enterprise

Sourcing and Enterprise Mobility Management (EMM). End-to-End Support and Management of IBM Emptoris Suite for both hosted as well as on-premise

(Behind-The-Firewall) Customers. Good Functional knowledge of the entire Supply Chain Offering from IBM Emptoris with Primary focus on

Contract Management and eSourcing. Hands-on experience on the installation of IBM WebSphere, IBM Cognos BI Server, IBM Infosphere

Information Server. Sound knowledge of log analysis and troubleshooting. Good experience on handling high impact Customer Escalations and managing expected time lines.

Key Responsibilities:

Build out strong relationships with resolver team, QA, application development team, and core infrastructure services

Proactively identify and communicate issues leveraging standard monitoring and alerting tools, and work to resolve issues liaising with Business Aligned Operate resolver teams as necessary.

Writing SQL queries for database reports, update, delete, and insert statements for Data Fixes. Single point-of contact for Setup, Installation, Maintenance and Upgrades of Lab Servers and Support and

QA. Test, review and facilitate new and improved content for Technical Documentation in IBM Knowledge

Center.

Assisting On-Prem Clients in meeting their custom requirements based on their hosting environment and Application Infrastructure.

Training and Knowledge Transfer to Level 1 / Level 2 Support Teams. Collaborate with different teams such as Engineering, QA, DevOps, IT Ops towards formulating best

practices for Clients.

Organization: Allscripts Healthcare Pvt. Ltd. Period: April 4 th 2011 – Jan 11th 2013Designation: Support ConsultantProject: Professional PM

Career Highlights:

Application Support Professional with hands-on experience on MS SQL Server 2005/2008. Sound knowledge on Windows Server Operating Systems and Active Directory Services. Proficient in writing basic SQL queries and working knowledge of Procedures and functions, triggers. Responsible to Backup/Restore and copying client databases from Production environment to the

Test/Train environments. Exposure to HL7 and interfaces between heterogeneous application Exposure to Crystal Reports and Reporting based on ODBC Connections to MS – Excel. Extensive experience in Application troubleshooting and problem solving techniques. Handling client escalations and resolving complex application issues within stringent deadlines.

Key Responsibilities:

Working cases on customer queries/issues in a typical Application/Production Support Environment for Healthcare domain.

Troubleshooting work flow issue on the application. Troubleshooting database issues pertaining to service interruption on the application. Implementing SQL Fixes to resolve application errors. Installation of the application and implementation of Hot fixes.

Organization: Wipro Technologies Period: March 17 th, 2010 – April 1st 2011Designation: Software EngineerProject: InterContinental Hotels GroupOn-Site Location: Manila, PhilippinesDuration: 01 Month

Career Highlights:

Part of a Project designed on the ITIL Framework. Had been a key resource in the Transition Phase of the Project. Travelled On-Site to Philippines for Knowledge Transfer. Performed Key Transition activities like CTI-FCR Mapping, CTI-Resolver Group Mapping, CTI-SOP Mapping

etc. Worked on the Project Operating Model and held discussions with the Clients to get the same approved. Authored several KB Articles (SOPs) based on the information captured during the On-Site visit. Held discussions/meetings with the Client to get SOP (Standard Operating Procedures) reviewed and

approved. Trained teams from Pune, Chennai, Kuala Lampur and Atlanta (Project Specific).

Handled a team of 20 Members and was responsible for their Training and performance in the Client Mock Calls.

Did reporting for the Team's Performance that was monitored by the higher management. Did analysis on the Performance Reports and suggested ways to improve performance. Based on the analysis, implemented improvement measures which successfully affected the performance

of the Team.

Key Responsibilities:

Knowledge Transfer1. Travelled On-Site to Philippines for shadowing of the existing Help Desk.2. Attended discussions and trainings with Client SMEs to capture information.3. Carried out Full-Time Trainings for teams in Pune, Chennai Kuala Lampur and Atlanta.

Knowledge Base Development1. Authored many Standard Operating Procedure (SOP) documents and got them uploaded in the

Ticketing Tool (GCC Remedy).2. Held Meetings/Discussions with the client to get the documents reviewed and approved.3. Authored Templates for Common Scenarios to be implemented in Remedy for Agents to refer on

calls.

Transition Activities

1. Performed the CTI – FCR Mapping exercise for the Remedy Development team to implement into the tool.

2. Performed CTI – Resolver Group Mapping Exercise exercise for the Remedy Development team to implement into the tool.

3. Performed CTI – SOP Mapping Exercise exercise for the Remedy Development team to implement into the tool Knowledge Base Engine.

4. Worked on the Project Operating Model and held discussions with the Clients to get the same approved.

Technical Troubleshooting

1. Troubleshooting application related issues and cross training Application Support professionals.

2. Hand-on experience in handling cases on BMC Remedy.3. Managing Active Directory and Exchange related issues.4. Maintaining SLA as per client & company expectations.5. Effective usage of LANDESK for Patch management.6. Network Link monitoring & corrective actions in case of failure.7. Hands on experience on Monitoring tools like WhatsUp Gold and SolarWinds Orion.8. Monitoring McAfee EPO Server and implementing corrective actions in case of failures.9. Troubleshooting of basic network related issues.

Organization: Mphasis an HP company Period: October16th, 2008 – March 16th 2010

Designation: Technical Support AssociateProject: Bank of America

Career Highlights: Provided resolution to all escalated issues from client related to Phones (Both legacy and VoIP) and different

enterprise application including the CMS Supervisor. Work in liaison with the client for enforcing changes for all the client users.

Involved in performing diagnostic actions to determine workarounds/solutions. Initiate other Service Management processes, including IT Service Continuity Management, Problem Management, and Change Management, as required to resolve the Incident. Engage additional support resources as needed to assist in resolution. Apply and verify identified workarounds and solutions. Validate that service restoration has been achieved.

Identify root cause of issues which are impacting the support floor.

Trend analysis of chronic issues looking at the historical data.

Provide training to the floor for business application on troubleshooting.

Work with different supports for escalation issues with less turnaround time.

Key Responsibilities: Create Incident documentation – Create comprehensive Incident documentation which includes

information about the results of the Root Cause Analysis / Workaround, approvals (Who / when) and corrective action plans.

Create Incident record – 1. Work to understand the scope of the incident. Collect requirements and enter data into Incident record to create Incident record 2. Identify applicable service levels for the Incident. 3. Determine initial severity level for the Incident. 4. Research / investigate to identify related Incidents. Associate Incident to any related Incident(s). 5. Start/stop Incident lifecycle timer. 6. Verify completeness and accuracy of documentation.

Evaluate Incident to create Change - Evaluate Incident and determine if Change Request is needed to resolve.

Manage awareness/impact of changes - Inform clients of ways in which cost, schedule, and performance will be affected by changes to the solution. Make recommendations that serve client interests.

Key Deliverables:

Facilitated and participated in conference calls with other support groups. Performed data conversions and repairs of customer data in order to meet specified program

requirements.

Academic Experience

Qualification Specialization Institute Board/University Year of Passing

B.E. Information Technology

Konkan Gyanpeeth College of Engg., Karjat. Mumbai University 2008

Senior Secondary NA DAV Public School,

Ranchi. C.B.S.E 2002

Personal

Date of Birth: January 30th 1984Language Proficiency: English and HindiInterests: Playing Volleyball, Cricket and Badminton. Reading fiction and listening to music.Passport Number: J2753481