Deepak Shukla Email and Phone Number

August 2013 to July 2015• Provide support to the more than 200 VVIP customer’s (VP, Director, managing Director)• Monitor servers which are running with trading applications (NSE, BSE applications)• Provide support to the all Trading application NSE (NSEOP, NSECM, Notis, and Connect2NSE), BSE (BoltplusIML, Dload and TWS) and In-house CTTL, Bloomberg and Thomson Reuters.• Managing User Accounts & Groups. Provide L1 support to the Active Directory.• Attend End Users’ Call & provide resolution till the issue resolved. All types of issues including Hardware Network & Software.• Used BMS Remedy for call Login and Resolving (ITSM Tool)• Installation, configuration & management of Windows 7, iDesktop Operating system (Customize OS)• Configure MS Outlook 2010 for Microsoft Exchange Server.• Configure Blackberry Phones for Blackberry Exchange Server; configure android phones and apple devices for enterprise emails.• Installation & Trouble Shooting Network.• Doing the SOD and EOD for RBI and NSE&BSE on both server and client end.• Managing Video Conferencing and projector Connectivity.

June 2012 to July 2013• Responding to and Answering Calls, Emails and Web Tickets of end users in a cordial, professional manner• Act as a point of contact for end users and catalyst between all resolver group and users.• Provide support to more than 5000 users and more than 1000 apps• Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled in Maximo• Adhering to defined Service Levels. Working on various SLA’s• Providing Second level support on Desktops, Peripherals, and Office automation products.• Troubleshooting Applications and Operating Systems, VPN, Active Directory• Conduct Anti-Virus updates / workstation scans as per EPO reports• Providing First-Call Resolution to issues faced by end users (Incidents)• Customer engagement over phone & help resolve incidents over phone• Execution of Service Requests (which can be catered to remotely)• Route/Assign tickets to the appropriate support group, if necessary.• Identifying and escalating high-severity, priority issues• Updating Pending Tickets with timely, precise, accurate updates.•