Prasanth Krishnapai, Itil®, Csm®, Safe® 6, Aws Certified Email & Phone Number

Canada

Toronto, Canada Area

• Hosted daily/biweekly/monthly status calls as well as ad hoc meetings as requested to ensure client satisfaction;
• Recorded changes in requirements, enhancements & customizations and collaborated with Engineering to adhere to project deadlines;
• Created and implemented ITIL best practices and procedures to establish an efficient, customer service focused IT Support team.

Toronto, Canada Area

• Created policies, operational procedures and documentation for departmental use;
• Led and managed staff and scheduled the team to ensure appropriate coverage of shifts, vacations and statutory holidays in a 24/7 support environment;
• Installed major application releases and patches during regular maintenance windows and assisted with any post-production issues.

• Accountable for technical support for Digital Asset Management application.
• In charge of OS provision, installation, configuration, customization and troubleshooting enterprise applications in heterogeneous infrastructure
• Responded to and followed through with resolution to production hardware or operating systems related failures and problems
• Identified system resource bottlenecks and worked with other teams to test and tune systems for optimal performance while collaborating regularly with colleagues both inside and outside the production support team

Ontario, Canada

• In charge of troubleshooting and driving resolution on large complex issues
• Led the team to deliver effective, quality incident management for High/Critical Issues
• Delivered continuous, measurable improvements to improve process quality & efficiency, reduced the duration of impactful incidents, responsible for driving root cause analysis & resolution to eliminate future.
• Collaborated with departments, users, clients & vendors to ensure successful resolution of incidents & achieve customer satisfaction.
• Ensured day to day technical operations of Incidents meet SLA’s & issues are proactively addressed.
• Main point of escalation & ownership at any time of day or night.

Ontario, Canada

• Accountable for helpdesk support while being in charge of bug-fixing and enhancement of Helpdesk System
• Product research & survey - assisted programmers in system analysis, beta tested on new releases based on the customer requirements and demands.
• Provided support to end users on a variety of issues. Identified, researched, and resolved technical problems in a live environment.
• Responded to telephone calls, email and personnel requests for technical support.
• Supported and installed software applications for clients while participating in the testing process through test review and analysis, test witnessing and certification of software

Ontario, Canada

• Reviewed, analyzed, & modified Helpdesk Management System - including encoding, testing & debugging the HelpSTAR package.
• Customized and tested installation scripts for different versions of the product to be employed in different client environments.
• Project planning, estimating and leading through software SDLC.

Toronto, Canada

• Recovered a significant amount of debts assigned by providing win-win compromises with debtors in financial jeopardy.
• Contacted in excess of 200 Amex Customers via telephone to collect delinquent payments.
• Designed repayment plans to maximize revenue and retain customers.

Dubai, United Arab Emirates

• Supported customers on issues like product deployment, network infrastructure, software and hardware installations. In addition conducted user training, technical briefings and product familiarization for prospective.
• Developed: - Call Accounting and Call Management Software which included detailed incoming, Local, National and International Calls with cost of each call,for the middle east market - Horse Race Information System.
• Experienced in database design, architecture and administration of both relational as well as object-oriented databases.
• Contributed to the development, implementation and refinement of a flexible approach for assessing and monitoring IT's internal controls compliance to the identified standards.
• Developed technical solutions to security related crises.

Project Management Professional

Completed PMP Course

Itil V3 Foundation

Advanced Diploma In Software Technology, Information Technology

Bachelor Of Engineering (B.Eng.), Electronics And Communications Engineering