Utkarsh Kagalkar Email and Phone Number

• Perform Incident management - Creation of incident report (IR's) and follow up to resolution;• Identify impact of the issue and assign priority of the ticket and take appropriate actions.• Perform Troubleshooting and apply fixes on affected service.• Participate in maintenance activities like Break-fix maintenance, Emergency maintenance performed during the shift. Assist with pre and post testing of the services associated.• Respond to Support Request for various carriers located in North America (AT&T, Bell, Rogers, Verizon. etc.) by generating tickets & providing them back with Ticket details.• Run shell script to trace the events / errors generated while replicating the issue.• Escalate issues to Tier 2 Support Team. Co-ordinate with them to resolve the issues.• Work closely with Deployment and Tier 2 Support teams to capture required data for further troubleshooting. Promote cooperation and team work across the organization.• Co-ordinate with the Carriers for the approval before performing Maintenance activities.• Assigned the tasks of presenting Daily meeting with Tier 2 Support Team & Management Team (Located in Montreal, Canada) explaining the new created Incidents, Support Request & discuss the Change management.• Perform Change management responsibilities.• Ensuring quality and follow stringent mobile operator's SLA

• Worked client side for TCS on Telecom project• Working for BMC Remedy Application on User Management.• Interacting with NEOTEL (South Africa) for CRM Support.• Working with PL/SQL to run SQL queries to validate the data.• Updating and inserting data in the database.• Wrote Stored Procedures to get complex information about customer goals.• Responsible for daily verification that all scripts, downloads, and file copies were executed as planned, troubleshooting any steps that failed, and providing both immediate and long-term problem resolution• Monitoring production servers.• Generating reports required by users, daily trackers of tickets and handling schedule of team members.• Creating various reports like TAT report, monthly status report required by higher management

• Processing the given data to desired format and generating analytical reports. Image Categorization, image resizing, and other processing services. • Worked client side for Yahoo! in Geo Informatics Known as Yahoo! Geo• Using SQL queries to filter and find data in MapInfo professional• Working on ticketing tool called “bugzilla” to create and update tickets.• Updating and inserting data in WhereHause(Database) using Navteq data• Processing the given data to desired format and generating production, quality and analytical reports.• Creating the planning and allocation files.• Handling Production Issues and Releases.