Dinesh Mourya Email & Phone Number

Noida Sector 62

working in Card Services -(Applications/tech support)applications - Nautilus, Webfocus, Credit Console and Credit Management,Duties and Responsibilities over job•Working as a L2 Technical consulting professional in Card-IBM-(Applications/tech support)•Responsible for communication with client. This includes requirement clarification, providing optimal solution, architecture, knowledge sharing, obtaining user acceptance and other deliverable acceptances.•Contact users through WebEx, call and have screen sharing session in order to have the better understanding of issue to expedite the resolution•Handling the queries and upgrade issues for the Card-services•Provide support to all back office applications and assistance to end users and identify any issues in production.•Maintain nautilus scheduler jobs and perform troubleshoot on processes and resolve all issues•Change Management - submitting change requests, documenting impacts and benefits, participate in periodic Change Request meetings, getting approval from change control board and managing there implementations.•Incident management - logging, prioritizing and resolving incidents and track them against various SLAs.•Problem management - resolving recurring incidents permanently, performing break fixes and implementing preventive action items.•Research, develop, and deploy automation scripts to improve the team's overall efficiency.•Document and execute DR processes.•Taking up production and UAT deployments as per deployment plan.•Monitor performance metrics for high impact production jobs and identify root cause for all technical issues and recommend solutions.•Document all production applications i.e hardware, operating systems, runbooks.• Perform day to day operational activities which included periodic system checks, housekeeping, Start/End of day procedures, system health checks etc.• Taking charge during critical situations and coordinate with various support teams for a quick resolution

Noida Area, India

Project Description :-It’s a leading organization in Online Advertisement domain. We serve email, social media and Mobile advertisement services around the globe. Design and replicate solutions for customer. Handle calls from tier 1 team and work closely if it’s matter of urgency. Provide solutions to customer as their product support services.Duties and Responsibilities over job• Understanding client’s queries and provide solutions to them.• Closely work with Tier 1 and Tier 3 team to get resolve issue.• Follow escalation matrix if application bug found during operations.• Interact with clients to understand their requirements and provide solution to them.•Providing Application support to clients in creating Emails, Scheduling Task, Tracking jobs•Respond to incidents raised by calls, email, or through dedicated customer support portal as per support entitlement SLA.•Investigate new or existing incidents by replicating the issue within Marketing Cloud Application using SQL query from Salesforce Database and provide support in Email Set up using Xml, Amscript and HTML•Technically support Salesforce global clients for Application oriented help they need•Directly communicate with end customer to resolve all incidents within the allocated SLA•Write automation script to automate daily operation as per requirement.•Providing Support within ExactTarget and Salesforce for Email campaigns, Triggered Emails Automation, SOAP API Calls, Mobile Connect, Radian 6, Social Studio Etc.

Sector 126, Noida

Noida Area, India

Project Description:-Application Support for processing Electronic document. Ebix:- A leading international supplier of On-Demand software and E-commerce services to the insurance industry,Duties and Responsibilities over job• Responsible for providing software support• Guiding clients for installing/activation/using software• Opening tickets to track and document resolution of problems.• Present training modules to customers.• Record and manage best practice resolutions for company’s self-service knowledge base.• Escalate issues as per Service Level Agreement.• Extend technical support on software for internal and external clients.• Inform client functionality requests or software change requests to development team.• Provide training to end users.

Noida Area, India

Project Description:-Proving Network Support to Tata Tele services Limited clients.Tata Teleservices Limited (TTSL) is an Indian broadband and telecommunications service provider based in Mumbai, Maharashtra, India. It is a subsidiary of the Tata Group, an Indian conglomerate.Duties and Responsibilities over job• Responsible for maintaining the Network• Worked in TTSL process for leased line related issues for the client.• Follow ups with the Field engineers to fix the issues on highest priority by following up with them via Email or Over the phone.• End to end client support until the issue fully resolved for the client.• Taken care of Premium customers of Tata Tele services and Tata Communication sensitive issues raised by the clients.• Proactive Monitoring of Data center Network Devices, LAN, VLAN’s, and Leased & ISDN Links• Providing quality support for network users.• Opening tickets to track and document resolution of problems.

Master Of Computer Applications (Mca), Computer Programming, A

Bachelor'S Of Computer Applications, Computer Programming, A

10Th And 12Th, Mathematics And Computer Science, A