Francis Annassamy Email & Phone Number

Brussels, Be

Belgium

- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.- Respond to queries either in person, over the phone, or via email, and provide timely resolutions to end-users.- Troubleshoot technical issues related to desktops, laptops, peripherals, and mobile devices.- Install, configure, and maintain computer hardware, software, systems, networks, printers, and other related devices.- Diagnose and resolve technical hardware and software issues, escalating complex problems to appropriate teams or vendors when necessary.- Document, track, and monitor all incidents and service requests to ensure timely resolution and maintain accurate records.- Follow standard operating procedures (SOPs) and ITIL best practices for incident, problem, and change management.- Collaborate with other IT teams and departments to ensure seamless operation of technology systems and services.- Provide end-user training and guidance on the effective use of IT equipment and software applications.- Stay updated on emerging technologies, industry trends, and best practices to continually improve technical skills and knowledge.- Participate in on-call rotation and occasional after-hours support as required.- Ensure compliance with company policies, procedures, and security protocols related to IT operations and data privacy.

Bengaluru, Karnataka, India

• Investigating and resolving problems with Salesforces and its interfaces as an L2 Support engineer. • Working with clients to understand their business needs and Salesforce.com Implementation into scalable Cisco networks.• expertise in user onboarding, Active Directory, Jira Service Desk, ERP ticketing, and incident management, showcasing a comprehensive skill set in IT administration and support• Also I work with AWS to host our applications, utilize Git for version control, employ Jenkins to automate building and testing, and Docker to containerize our applications. This setup ensures consistency and scalability across various environments, and I actively collaborate with these tools to create an efficient DevOps pipeline for automated deployment.• Led requirement gathering sessions with stakeholders to understand business needs and objectives. • Analyzed existing business processes and systems to identify areas for improvement and optimization. • Designed and documented functional specifications, use cases, and process flows to support system development and implementation. • Collaborated with developers and QA analysts to ensure that system enhancements met business requirements and quality standards. • Conducted user acceptance testing (UAT) and coordinated user training and support activities. • Provided ongoing support and maintenance for implemented solutions, addressing user issues and system enhancements as needed. • Managed project timelines, budgets, and resources to ensure successful project delivery .

Puducherry, India

• Configuration and customization of Zoho CRM and Zoho.com• Managing user accounts, permissions, and security access levels to ensure secure use of the Zoho platform.• Created and managed custom objects, fields, formulas, vali-dation rules, custom workflow and approval processes.• Created workflow rules with management, administration and perform data validation. • Maintain track of user roles and profiles, security configurations, access configurations, etc.▪Played a key role in the implementation of a new ERP system, including requirements gathering, system configuration, and user training. ▪ Conducted business process analysis and reengineering efforts to streamline workflows and improve operational efficiency. ▪ Developed and maintained business process models, requirements traceability matrices, and other project documentation.

Puducherry, India

•Developed custom vector illustrations and logos for over 30 clients across diverse industries including tech, fashion, and marketing. • Assisted senior designers with Adobe Illustrator projects, such as creating custom icons, logo concepts, and vector artwork. • Collaborated on print and web design projects, ensuring quality and client satisfaction.