Vipin Pandey

Software Engineer @ Coforge

About

As an application support engineer I am experienced to provide technical support for the infrastructure services. Have working experience of SERVICENOW ticketing platform. Working on the support ticket like service request and incidents and change managements .Have good knowledge of SQL database and Linux commands.have ability to provide phone chat and email support to the client and ensuring that they are dealt in professional manner. Acting as a first point of contact for all the IT related issues. Have ability to collaborate with the cross functional team like (Unix team , Wintel team and database team) to identify and resolve the customer issue. Responsible for maintaining proper documentation for service request and incident also creating and updating SOP and run-book for team .Documenting new issue and there resolution steps also troubleshooting technical issue and resolving production issue following standard process to resolve the customer issue managing day to day support activity for the client. Also have strong analytical and problem solving skills with the ability to work 24*7 support with the rotational shift.

Country

India

City

Uttar Pradesh

Industry

Information Technology & Services

Skill

24x7 Production Support, L2 Support, L1 Support, ServiceNow, Technical Support, Nagios, Remote Desktop, Customer Support, Incident Handling, Application Support, Communication, Linux, MySQL, Microsoft Office, Core Java, SQL, Unix

Experience

Software Engineer

Coforge

2021-12 - Present · 4 yrs 9 mos

Greater Noida

>As an application support engineer I am experienced to provide technical support for the infrastructure services. Have working experience of service- now ticketing platform. >Working on the support ticket like service request and incidents .Have good knowledge of SQL database and Linux commands.Also providing phone chat and email support to the client and ensuring that they are dealt in professional manner. >Knowledge of ITIL process. >Acting as a first point of contact for all the IT related issues. >Prioritising the ticket as per there urgency and assign to the respective resolver team. >Also have ability to collaborate with the cross functional team like (Unix team ,Wintel team, DBA team) to identify and resolve the customer issue. >Responsible for maintaining proper documentation for service request and incident also creating and updating SOP and run-book for team .documenting new issue and there resolution steps also troubleshooting technical issue and resolving production issue >Experienced in communicating with the client and understand the clients issue and provide the the quick resolution. >Infrastructure and support. >Ability to work 24*7 support with the rotational shift. >Excellent communication skills. >Experienced in handling On-call