Mohinder Pal Email and Phone Number

♦ Ensuring Proactive monitoring, health check and issue troubleshooting for approx. 17000 Data Center servers.♦ Ensured that all the issues were reported correctly on ServiceNow (SNOW) with proper documentation.♦ Optimized system availability (averaging 99.95% uptime) and equipped company with scalable systems to support business growth♦ Troubleshoot Application issues and Ensuring Applications availability for end user 24X7.♦ Resolving End user raised issue\requests through mail/tickets on Daily Basis within SLA Limit.♦ Critical Incident management for resolving high impact issues P1\P2(Sev1/Outagehandling)♦ Managing Smooth B2B from Development\Transformation\Transition teams.♦ Route problems to internal 2nd & 3rd level IT support staff.♦ Use the Incident Management System to document & manage problems and workrequests & their respective resolutions and circumvention’s.♦ Assign work orders / incidents to appropriate support teams & follow up until closure.♦ Respond to, & diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, & follow-up steps;♦ Provide level 1 remote desktop support & perform other activities based on SOPs♦ Perform user account management activities♦ Escalate complex problem to appropriate support specialists♦ Responsible for activities relating to the evaluation, analysis, and setup of PC-basedsoftware products (e.g., word processors, spreadsheets, presentation graphics,database management systems, electronic mail, & communications)♦ May train users and operators on a limited basis & / or may write training procedures♦ Participate in on-going training & departmental development♦ Routine maintenance updates with other IT staff and business units♦ Providing knowledge transfer of Service Desk operation.

IT support & services♦ Over 13 Months of experience as Technical Support Engineer with CRM Services Pvt Ltd.♦ Involved in troubleshooting all streams of Yahoo project like Web hosting issues, DNS issues, Business emailings.♦ Involved in multiple activities like Support team, Project Management.♦ Played instrumental role in training my team members according to the business requirement♦ A dynamic, hardworking, proactive individual with an aptitude to quickly adapt to new methodologies.♦ Customer Handling, Computer Networking Fundamentals, Software Troubleshooting concepts, Proficiency in MS Word

IT support and services

IT supports and Troubleshooting♦ Provide prompt support via tickets or live chat.♦ Troubleshooting a variety of technical and non-technical issues customers are having with their web hosting plans and services.♦ Troubleshoot a variety of hosting issues.♦ Customer Handling, Basic networking, MS Word , MS Excel.