Pankaj Kumar

Tech M USA end client ATT

• Currently working as a Team lead and Managing a team of 10 resources globally(Pune,Noida,Chandigarh and USA)
• Working on user's issues and resolve them within the SLA period. IF needed contact users for more customer satisfaction.
• Monitoring online applications, processes,logs files and and queues. Take necessary action as per the issues occur.
• Alert Monitoring and Event Management : Handling various alerts by using tool like Nagios, Sitescope ,TAPM and Application Insight(Azure Environment)
• Doing automation in the application as per the need, Mainly write shell scripts.
• Handling Weekly release by doing successful deployment in the application and sharing the update with the client.
• Developed user-friendly interfaces for various applications, resulting in increased customer satisfaction.
• Resolved critical system issues promptly, minimizing downtime and maintaining client satisfaction levels.
• Successfully migrated existing applications to cloud platforms for enhanced scalability and cost efficiency.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.

Tech Mahindra, India end Client ATT

• Provided exceptional customer support, resolving complex technical issues with effective communication skills.
• Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
• Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
• Improved system efficiency by optimizing software configurations and troubleshooting hardware issues.
• Reduced downtime by proactively identifying potential network problems and implementing corrective measures.

• Enhanced system performance by optimizing server configurations and implementing regular updates.
• Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
• Improved security measures by conducting vulnerability assessments and applying necessary patches.
• Collaborated with IT team to develop and implement comprehensive disaster recovery plans, ensuring minimal data loss during critical incidents.
• Taking care of Microsoft exchange server and installing necessary update. Rebooting weekly for better performance of the mailbox server.
• Maintaining Infrastructure of the company and Data Center which is hosted locally within the company premises.

Prepared Onsite production system of HSP(High Speed Proxy) for Orange Slovakia Client in Brno(Czech Republic)

Mainly worked on Telecom products like HSP and SMSC and Client was Acision.

• Developed strong client relationships through consistent communication and attentive service.

Handled Two client side project in Nigeria, which was based on VOIP and deployed for Starcomm and Airtel Zain Client.

• Reduced downtime for essential systems by proactively identifying and resolving network issues.
• Streamlined troubleshooting processes by creating detailed documentation of network infrastructure, configurations, and topologies.
• Working in 24*7 environment and support SMPP connectivity and short code based applications.
• Our client was Airtel, Idea and Orange