Basant Kumar Email & Phone Number

Noida, Uttar Pradesh, India

Gurugram, Haryana, India

Worked as an L2 Application Support Engineer.Writing the stored procedures, Views, Index, and Trigger.Expert in performing T-SQL DDL/DML/DCL commands using SQL Server Management Studio SSMS.Performed Structural changes to Database like creating tables, and adding columns according to business requirements.Finding root case for the incidents and making DB-level changes for resolutions.Provide various technical support services for the company’s software applications, including problem analysis and resolution.Strong analytical background, troubleshooting skills and good understanding of IT Support models and concepts.Troubleshooting skills strong enough to be able to perform L2/L3 investigation and deliver resolutions.

Delhi, India

Functional and Backend support for the ESIC Applications, Hospital Information System (HIS), Insurance Management System (IMS), ERP and Web Portal on PAN India level as well as Leading the Hospital Information System Application team.Worked on MySQL (v5.5/6/7) DB by using predefined DML and DDL queries (like selection).Involved in maintaining the IIS production server.Application functional testing in staging and production environment after new patches is release.Resolving incident occur in Client Application user end Level from DB Level.Analyzing and investigate problems that have been reported by users, determine root cause for the problem, document the root cause and provide a solution.Monitor existing tickets and escalate to management if in risk of missing the Service level targets.Effective Communicator in Requirement discussions, Conference Calls, Team Meetings.Involve Drilling Activity DC (Data Centre) To DR (Data Recovery) and Testing DR as Application Level.Work closely with other Business Units (Infrastructure teams, Service Desk Team, Business Intelligence) to provide the best available solution. Ensure availability and responsiveness when called in times of urgent/emergency cases.

Delhi

Worked as an Application Support Engineer leading the Hospital Information System (HIS) application and its subsidiary applications (Insurance and ERP).Resolving L1 and L2 based incident assign by the SD team.Working on HP Service Manager Tool and maintaining their records & information. Providing guidance to ESIC Users and IT HELP DESK team regarding application issues.Handling the escalation case and coordinating with BSD team for the quick resolution.Ensure availability and responsiveness when called in times of urgent/emergency cases.Maintain acceptable levels of customer satisfaction by establishing and managing clear expectations and providing critical deliverables within the expected SLA.Preparing SIP (Service Improvement Plan) and SOP (Standard Operating Procedures).Providing guidance to ESIC Users and IT HELP DESK team regarding application issues.Generate internal and external reports as required by the team.

Delhi

Worked on BMC Remedy tool and maintaining their records & information.Correctly log, prioritize, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs, and according to agreed standards and procedures.Communicates incident resolution or request fulfilment to the user.Provides remote and on-site troubleshooting for hardware and software support.Unlocking of user’s account through the password portal.Escalate high priority incidents to both internal and external teams, as appropriate.Managed call flow and responded to technical support needs of customers.Strong ability to quickly understand user requirements and issues.Taking user system on remote and troubleshoot the user problem.Raise the CR (Change Request) if any modification, up gradation required by Client.Make the Monthly SLA report.