Designation	MS Exchange - L2 and L3 Support
Job Description	You'll be responsible for delivering operational services to outsourcing accounts on time, on target with quality. This is a Level 2 Messaging support and administration role for a customer based worldwide. The activity involves Monitoring, Operations and Incident handling. You will be working with large teams in a challenging and growing environment.
Desired Profile	Degree or Diploma in computer engineering or related disciplines. Experience At least four years of relevant industry experience Operational outsourcing experience Global Customer remote management experience. Skills Team player: Ability and willingness to motivate and support others Excellent customer handling and presentation skills. Excellent spoken and written English proficiency Excellent Analytical, troubleshootingand Documentation skills. Technical Common profile requirements 1. ITSM trained 2. OVSD trained 3. OVSD team set-up 4. EWM trained 5. ESL trained 6. OMC set-up 7. Open view knowledge 8. English spoken and written 9. Windows platforms (NT4, Windows2000, Windows2003) Messaging -Exchange 2003 -Exchange 5.5 (we have an ongoing migration project that will not have been finished until the start of the program) -Sybari Antigen (Anti Virus) -Exchange back bone operation based on Exchange 2003 -ADC (Active Directory Connector) -HP hardware/storage knowledge - Outlook knowledge Active Directory - MOM2003 - Fastlane Active roles - Active Directory 2003 - Net Pro directory analyzer Technical knowledge of messaging servers support like MS Exchange 5.5,2K and 2K3 At least 2 years of working experience on Windows NT, Win 2K, Win 2K3 knowledge Understanding and support experience of SMTP and POP3 Knowledge ofBackup software products like DataProtector, Veritas, Backup Exec Others Complete ownership for Success of project/activities
Experience	2 - 5
Industry Type	Software Services
Functional Area	IT Software - (Application Programming / Maintenance)
Education	UG - B.Tech/B.E. - Any Specialization PG - Post Graduation Not Required
Location	Bangalore

---

Sunidhi Sen

Does anybody knows what does L2 and L3 Support Engineer means ?

 

                                                       RESUME

 

 D. SURESH BABU                                                                   e-mail: dsuresh2312@gmail.com

 

Current Position     :

 

Working as System and Database Administrator for HP Open View Service
Desk.  Handling incident management using ITIL concepts

 

Summary:

 

•          2 years of experience in HP Open View Service Desk Application and Administration

 

•          A good team player with good communication and interpersonal skills.

 

 

Experience:

   

Company Name    :  Hewlett Packard-Global Delivery India Centre, Bangalore.

 

Project                     :  Radix – OVSD Administration Level 2 Team

 

Period                      :   July 3^rd 2006- Till Date

 

 

Description:  

 

Presently working as System engineer and supporting for more than 25000+ customers all over the world and taking care of the Hp Open view service desk servers. Working in 24/7 & giving total support to the customers & also maintaining a team of 15 engineers & providing the solution for the queries & also being a main part in the escalation process and Provide efficient Support escalations to the WW Radix customers includes initial investigation and troubleshooting.

 

·          Working in Level2 (Application Specialist). Had been in various service support roles like Service Desk engineer, Incident Management, Configuration Management, contribution to Problem Management and in Release Management

 

·          Handling Case Exchanges between different servers assigned to specific region and for specific clients like Agilent, Ericsson, Canon etc, analyzing the cause based on the XML generated for various transactions occurred on tickets.

 

·          Worked for 6months in Configuration management team in configuring data for new customers (new customer implementation to ITIL [OVSD]) thereby making the client go live in Production environment.

 

·          Supporting Web based applications like Eportal, Rule ware, Service ware, Info board and Solution Source

 

·          Process documentation/work flow when there is no process defined for new applications.

 

·          Understand and gain knowledge on Radix suite like OVSD, Cohort, Citrix, HPCE, Info board, Web apps, Rule-ware, e-poll, configuration Item and Service ware and all OVSD related applications.

 

·          Working with Tactical Incident Management team in processing the problem record generated by Problem Management, providing necessary evidences of the issue, tracking the problem record to completion, checking for recurrence/replication of the issue, confirming and communicating the status of the issue, documenting the root cause, scenario at which the incidents occurred, workaround/resolution obtained, changes made to obtain a resolution for future use.

 

·          Monitoring of HP OVSD WW, EMEA and HPIT application servers and backend services like App agent, scheduler, WS Notifier, wfagent, Web Services and MNT tools.

 

·          Support Warranty Manager and Support focal point for escalations during all Radix Release. Conduct Test and verify that all Radix applications/technologies are operating correctly during test and continuous update to the deep level support.

 

·          Handling OVSD application server outages and Posting the Info board and ECAT during the Outages.

 

·          Running and monitoring OVSD service and creating Manual notifier tool (MNT).

 

·          Handling HP Case exchange incidents and supporting for various kind of customers like ;- Ericsson, RAT, Deloitte, Dearborn, BLT, Renault, WEM, Merrill Lynch, Canon, Redfish, ESL, WFM-AP, WFM-EMEA, WFM-NA etc.

 

·          Provide efficient Support to the WW Radix customers includes initial investigation and troubleshooting, ensure zero escalations.

 

·          Installation and troubleshooting of Open View Service Desk.

 

·          Batch upload of Person record, Workgroups, Application Account, service call, Configuration Item's, SLA in OVSD (Configuration Management).

 

·          Creating Service's (Service Level Management) for trade.

 

·          Creating OVSD templates for trade customers (Change management).

 

·          Point of contact for Info board, Cohort in HP GDIC (Global Delivery India Centre).

 

·          Documenting the process change or updating the FLS Info board, Cohort, HP Case Exchange document.

 

·          To run tests during release of new or upgrade version of OVSD client.

 

·          Ensured customer satisfaction with Quality service delivery with in SLA

 

·          ITIL process adherence

 

 

Roles & Responsibilities:

 

•          Providing Level 2 technical support in a 24x7 environment

•          Creating Person record, Work groups, OVSD Application account, Organization, Sub Organization, Services, Service level Agreement, Service level, Configuration Items in OVSD database

•          Installation, Adminstrating and troubleshooting of Open View Service Desk application, Monitoring HPCE (case exchange)

•          Escalation Handling

•          Configuration Management, Change management and SLA management adherence

•          Reporting and updating customer

•          Updating the team knowledge base

•          Supporting Web based applications like Eportal, Rule ware, Service ware, Info board and

Solution Source.

•          ITIL process adherence

 

 

 

 

 

 

 

 

 

ACADEMIC RECORD

 

Course	Institution	Board/University	Year of Completion	Marks(%)
*MCA	Sikkim Mani pal  University	Sikkim Mani pal  University, Bangalore.
B.Sc (IT)	VMRF Deemed University, Salem, Tamilnadu.	Deemed University	2002-2005	65%
Diploma in Electronics and Communication Engineering	PRR Polytechnic College,  Giddalur,            Andhra Pradesh	State Board	1997-2000	70%
Secondary Education	APPM Model High School, Rajahmundry, Andhra Pradesh	State Board	1996	58%

 

Currently doing MCA 2^nd semester.

 

EXTRA QUALIFICATION

 

Completed Diploma in Software Engineering (1 year) Course DNIIT in NIIT (National Institute of Information Technology) at Hyderabad.

 

Completed Diploma in Hardware Engineering in BDPS (Bureau of Data Processing Systems) at Hyderabad.

 

Completed Type Writing English Lower.

 

 

 

 

 COMPUTER AWARNESS

 

Operating Systems                 :  Windows XP/2000/ NT/98

Programming Languages      :  C, C++,  Java,

Web Technologies                  :   HTML,

Back End                                :  MS- SQL

 

LANGUAGES          

 

Telugu, Hindi, English (Read, write & speak)

PERSONAL DETAILS

 

            Name                                      : D. Suresh Babu

            Date of Birth                           : 23.12.1980

            Sex                                          : Male.

            Marital status             : Unmarried

            Permanent Address               :           D. Suresh Babu,

             C/o  D. Siva Ram Krishna,

            F 34/5, Mallayapeta, Rajahmundry, Andhra Pradesh - 533105.

             Phone: 08832435570.

            Contact Address                    :           Sowmiya Residency, 2^nd floor, flat no. SF2, 2^nd main, 3^rd                                                                           cross,APC Layout, Near Lake shore garden,Thindlu,                                                                                 Bangalore-560027

                                                                        Cell- +91 9900433023.

 

DECLARATION

                        I  D. Suresh Babu hereby declare that all the information’s furnished above is true

 to the best of my knowledge and belief.

           

            Date    :

            Place   :                                                                                               Yours Sincerely       

 

                                                                                                                          (D. Suresh Babu)

 

                                                       RESUME

 

 D. SURESH BABU                                                                   e-mail: dsuresh2312@gmail.com

 

Current Position     :

 

Working as System and Database Administrator for HP Open View Service
Desk.  Handling incident management using ITIL concepts

 

Summary:

 

•          2 years of experience in HP Open View Service Desk Application and Administration

 

•          A good team player with good communication and interpersonal skills.

 

 

Experience:

   

Company Name    :  Hewlett Packard-Global Delivery India Centre, Bangalore.

 

Project                     :  Radix – OVSD Administration Level 2 Team

 

Period                      :   July 3^rd 2006- Till Date

 

 

Description:  

 

Presently working as System engineer and supporting for more than 25000+ customers all over the world and taking care of the Hp Open view service desk servers. Working in 24/7 & giving total support to the customers & also maintaining a team of 15 engineers & providing the solution for the queries & also being a main part in the escalation process and Provide efficient Support escalations to the WW Radix customers includes initial investigation and troubleshooting.

 

·          Working in Level2 (Application Specialist). Had been in various service support roles like Service Desk engineer, Incident Management, Configuration Management, contribution to Problem Management and in Release Management

 

·          Handling Case Exchanges between different servers assigned to specific region and for specific clients like Agilent, Ericsson, Canon etc, analyzing the cause based on the XML generated for various transactions occurred on tickets.

 

·          Worked for 6months in Configuration management team in configuring data for new customers (new customer implementation to ITIL [OVSD]) thereby making the client go live in Production environment.

 

·          Supporting Web based applications like Eportal, Rule ware, Service ware, Info board and Solution Source

 

·          Process documentation/work flow when there is no process defined for new applications.

 

·          Understand and gain knowledge on Radix suite like OVSD, Cohort, Citrix, HPCE, Info board, Web apps, Rule-ware, e-poll, configuration Item and Service ware and all OVSD related applications.

 

·          Working with Tactical Incident Management team in processing the problem record generated by Problem Management, providing necessary evidences of the issue, tracking the problem record to completion, checking for recurrence/replication of the issue, confirming and communicating the status of the issue, documenting the root cause, scenario at which the incidents occurred, workaround/resolution obtained, changes made to obtain a resolution for future use.

 

·          Monitoring of HP OVSD WW, EMEA and HPIT application servers and backend services like App agent, scheduler, WS Notifier, wfagent, Web Services and MNT tools.

 

·          Support Warranty Manager and Support focal point for escalations during all Radix Release. Conduct Test and verify that all Radix applications/technologies are operating correctly during test and continuous update to the deep level support.

 

·          Handling OVSD application server outages and Posting the Info board and ECAT during the Outages.

 

·          Running and monitoring OVSD service and creating Manual notifier tool (MNT).

 

·          Handling HP Case exchange incidents and supporting for various kind of customers like ;- Ericsson, RAT, Deloitte, Dearborn, BLT, Renault, WEM, Merrill Lynch, Canon, Redfish, ESL, WFM-AP, WFM-EMEA, WFM-NA etc.

 

·          Provide efficient Support to the WW Radix customers includes initial investigation and troubleshooting, ensure zero escalations.

 

·          Installation and troubleshooting of Open View Service Desk.

 

·          Batch upload of Person record, Workgroups, Application Account, service call, Configuration Item's, SLA in OVSD (Configuration Management).

 

·          Creating Service's (Service Level Management) for trade.

 

·          Creating OVSD templates for trade customers (Change management).

 

·          Point of contact for Info board, Cohort in HP GDIC (Global Delivery India Centre).

 

·          Documenting the process change or updating the FLS Info board, Cohort, HP Case Exchange document.

 

·          To run tests during release of new or upgrade version of OVSD client.

 

·          Ensured customer satisfaction with Quality service delivery with in SLA

 

·          ITIL process adherence

 

 

Roles & Responsibilities:

 

•          Providing Level 2 technical support in a 24x7 environment

•          Creating Person record, Work groups, OVSD Application account, Organization, Sub Organization, Services, Service level Agreement, Service level, Configuration Items in OVSD database

•          Installation, Adminstrating and troubleshooting of Open View Service Desk application, Monitoring HPCE (case exchange)

•          Escalation Handling

•          Configuration Management, Change management and SLA management adherence

•          Reporting and updating customer

•          Updating the team knowledge base

•          Supporting Web based applications like Eportal, Rule ware, Service ware, Info board and

Solution Source.

•          ITIL process adherence

 

 

 

 

 

 

 

 

 

ACADEMIC RECORD

 

Course	Institution	Board/University	Year of Completion	Marks(%)
*MCA	Sikkim Mani pal  University	Sikkim Mani pal  University, Bangalore.
B.Sc (IT)	VMRF Deemed University, Salem, Tamilnadu.	Deemed University	2002-2005	65%
Diploma in Electronics and Communication Engineering	PRR Polytechnic College,  Giddalur,            Andhra Pradesh	State Board	1997-2000	70%
Secondary Education	APPM Model High School, Rajahmundry, Andhra Pradesh	State Board	1996	58%

 

Currently doing MCA 2^nd semester.

 

EXTRA QUALIFICATION

 

Completed Diploma in Software Engineering (1 year) Course DNIIT in NIIT (National Institute of Information Technology) at Hyderabad.

 

Completed Diploma in Hardware Engineering in BDPS (Bureau of Data Processing Systems) at Hyderabad.

 

Completed Type Writing English Lower.

 

 

 

 

 COMPUTER AWARNESS

 

Operating Systems                 :  Windows XP/2000/ NT/98

Programming Languages      :  C, C++,  Java,

Web Technologies                  :   HTML,

Back End                                :  MS- SQL

 

LANGUAGES          

 

Telugu, Hindi, English (Read, write & speak)

PERSONAL DETAILS

 

            Name                                      : D. Suresh Babu

            Date of Birth                           : 23.12.1980

            Sex                                          : Male.

            Marital status             : Unmarried

            Permanent Address               :           D. Suresh Babu,

             C/o  D. Siva Ram Krishna,

            F 34/5, Mallayapeta, Rajahmundry, Andhra Pradesh - 533105.

             Phone: 08832435570.

            Contact Address                    :           Sowmiya Residency, 2^nd floor, flat no. SF2, 2^nd main, 3^rd                                                                           cross,APC Layout, Near Lake shore garden,Thindlu,                                                                                 Bangalore-560027

                                                                        Cell- +91 9900433023.

 

DECLARATION

                        I  D. Suresh Babu hereby declare that all the information’s furnished above is true

 to the best of my knowledge and belief.

           

            Date    :

            Place   :                                                                                               Yours Sincerely       

 

                                                                                                                          (D. Suresh Babu)

 

                                                       RESUME

 

 D. SURESH BABU                                                                   e-mail: dsuresh2312@gmail.com

 

Current Position     :

 

Working as System and Database Administrator for HP Open View Service
Desk.  Handling incident management using ITIL concepts

 

Summary:

 

•          2 years of experience in HP Open View Service Desk Application and Administration

 

•          A good team player with good communication and interpersonal skills.

 

 

Experience:

   

Company Name    :  Hewlett Packard-Global Delivery India Centre, Bangalore.

 

Project                     :  Radix – OVSD Administration Level 2 Team

 

Period                      :   July 3^rd 2006- Till Date

 

 

Description:  

 

Presently working as System engineer and supporting for more than 25000+ customers all over the world and taking care of the Hp Open view service desk servers. Working in 24/7 & giving total support to the customers & also maintaining a team of 15 engineers & providing the solution for the queries & also being a main part in the escalation process and Provide efficient Support escalations to the WW Radix customers includes initial investigation and troubleshooting.

 

·          Working in Level2 (Application Specialist). Had been in various service support roles like Service Desk engineer, Incident Management, Configuration Management, contribution to Problem Management and in Release Management

 

·          Handling Case Exchanges between different servers assigned to specific region and for specific clients like Agilent, Ericsson, Canon etc, analyzing the cause based on the XML generated for various transactions occurred on tickets.

 

·          Worked for 6months in Configuration management team in configuring data for new customers (new customer implementation to ITIL [OVSD]) thereby making the client go live in Production environment.

 

·          Supporting Web based applications like Eportal, Rule ware, Service ware, Info board and Solution Source

 

·          Process documentation/work flow when there is no process defined for new applications.

 

·          Understand and gain knowledge on Radix suite like OVSD, Cohort, Citrix, HPCE, Info board, Web apps, Rule-ware, e-poll, configuration Item and Service ware and all OVSD related applications.

 

·          Working with Tactical Incident Management team in processing the problem record generated by Problem Management, providing necessary evidences of the issue, tracking the problem record to completion, checking for recurrence/replication of the issue, confirming and communicating the status of the issue, documenting the root cause, scenario at which the incidents occurred, workaround/resolution obtained, changes made to obtain a resolution for future use.

 

·          Monitoring of HP OVSD WW, EMEA and HPIT application servers and backend services like App agent, scheduler, WS Notifier, wfagent, Web Services and MNT tools.

 

·          Support Warranty Manager and Support focal point for escalations during all Radix Release. Conduct Test and verify that all Radix applications/technologies are operating correctly during test and continuous update to the deep level support.

 

·          Handling OVSD application server outages and Posting the Info board and ECAT during the Outages.

 

·          Running and monitoring OVSD service and creating Manual notifier tool (MNT).

 

·          Handling HP Case exchange incidents and supporting for various kind of customers like ;- Ericsson, RAT, Deloitte, Dearborn, BLT, Renault, WEM, Merrill Lynch, Canon, Redfish, ESL, WFM-AP, WFM-EMEA, WFM-NA etc.

 

·          Provide efficient Support to the WW Radix customers includes initial investigation and troubleshooting, ensure zero escalations.

 

·          Installation and troubleshooting of Open View Service Desk.

 

·          Batch upload of Person record, Workgroups, Application Account, service call, Configuration Item's, SLA in OVSD (Configuration Management).

 

·          Creating Service's (Service Level Management) for trade.

 

·          Creating OVSD templates for trade customers (Change management).

 

·          Point of contact for Info board, Cohort in HP GDIC (Global Delivery India Centre).

 

·          Documenting the process change or updating the FLS Info board, Cohort, HP Case Exchange document.

 

·          To run tests during release of new or upgrade version of OVSD client.

 

·          Ensured customer satisfaction with Quality service delivery with in SLA

 

·          ITIL process adherence

 

 

Roles & Responsibilities:

 

•          Providing Level 2 technical support in a 24x7 environment

•          Creating Person record, Work groups, OVSD Application account, Organization, Sub Organization, Services, Service level Agreement, Service level, Configuration Items in OVSD database

•          Installation, Adminstrating and troubleshooting of Open View Service Desk application, Monitoring HPCE (case exchange)

•          Escalation Handling

•          Configuration Management, Change management and SLA management adherence

•          Reporting and updating customer

•          Updating the team knowledge base

•          Supporting Web based applications like Eportal, Rule ware, Service ware, Info board and

Solution Source.

•          ITIL process adherence

 

 

 

 

 

 

 

 

 

ACADEMIC RECORD

 

Course	Institution	Board/University	Year of Completion	Marks(%)
*MCA	Sikkim Mani pal  University	Sikkim Mani pal  University, Bangalore.
B.Sc (IT)	VMRF Deemed University, Salem, Tamilnadu.	Deemed University	2002-2005	65%
Diploma in Electronics and Communication Engineering	PRR Polytechnic College,  Giddalur,            Andhra Pradesh	State Board	1997-2000	70%
Secondary Education	APPM Model High School, Rajahmundry, Andhra Pradesh	State Board	1996	58%

 

Currently doing MCA 2^nd semester.

 

EXTRA QUALIFICATION

 

Completed Diploma in Software Engineering (1 year) Course DNIIT in NIIT (National Institute of Information Technology) at Hyderabad.

 

Completed Diploma in Hardware Engineering in BDPS (Bureau of Data Processing Systems) at Hyderabad.

 

Completed Type Writing English Lower.

 

 

 

 

 COMPUTER AWARNESS

 

Operating Systems                 :  Windows XP/2000/ NT/98

Programming Languages      :  C, C++,  Java,

Web Technologies                  :   HTML,

Back End                                :  MS- SQL

 

LANGUAGES          

 

Telugu, Hindi, English (Read, write & speak)

PERSONAL DETAILS

 

            Name                                      : D. Suresh Babu

            Date of Birth                           : 23.12.1980

            Sex                                          : Male.

            Marital status             : Unmarried

            Permanent Address               :           D. Suresh Babu,

             C/o  D. Siva Ram Krishna,

            F 34/5, Mallayapeta, Rajahmundry, Andhra Pradesh - 533105.

             Phone: 08832435570.

            Contact Address                    :           Sowmiya Residency, 2^nd floor, flat no. SF2, 2^nd main, 3^rd                                                                           cross,APC Layout, Near Lake shore garden,Thindlu,                                                                                 Bangalore-560027

                                                                        Cell- +91 9900433023.

 

DECLARATION

                        I  D. Suresh Babu hereby declare that all the information’s furnished above is true

 to the best of my knowledge and belief.

           

            Date    :

            Place   :                                                                                               Yours Sincerely       

 

                                                                                                                          (D. Suresh Babu)