Shashi Thakur
+91-8742995987/7011101240
[email protected]
PROFESSIONAL PROFILE
Proactive application support engineer in managed services area with a diverse career experience in help
desk, technical support, NOC, situation management environments and Billing operations. Highly skilled in
WINTEL support, NOC and Billing operations. Works well in team environments and displays strong work
ethic.
Educational Qualifications
Earned MCA degree from CT Institute of Management and Information Technology affiliated with
Punjab Technical University with 73% in 2015.
Earned BCA degree from CT Institute of Management and Information Technology affiliated with
Punjab Technical University with 72% in 2012.
Class 12th with 66% from Army School Ramgarh Cantt, Jharkhand affiliated with CBSE in 2008.
Class 10th with 63% from KBPSSS, Hamirpur (H.P) affiliated with HPBSE in 2005.
Personality traits
Ability to work accurately and pay attention to details.
Capable of grasping new concepts quickly.
Good communication skills in written and verbal both.
Ability to work as individual as well as in group.
Skill Set
Programming Languages: Shell scripting, XML, Sql
RDBMS: SQL Server2005, SQL Server 2008 R2, IBM DB2, MySql (Proficient in CRUD operations). Hands on
Oracle 10g and 11g, PostgreSQL
IDE: Visual Studio 2012, Oracle SQL Developer, SOAP UI, DBeaver
OS: Microsoft Windows Family,7,8.1,10,11, Linux, Unix variants AIX & SOLARIS
Server OS: Microsoft Windows Server 2008R2,2012, Red Hat Linux, Ubuntu, Fedora
Office Suit: Microsoft Office Suite 2007,2010. 2013 and 365
Billing Systems: C1CV, C1RT, KENAN FX and OPTIMA
Cloud: AWS Cloud Practitioner and OCI fundamentals.
Others: Excellent ITIL and KPI knowledge.
Experience
Amdocs Media Services
JUL 2023-Till Date
Software Support Engineer
Joined Vubiquity – An Amdocs company and working as application support team member to provide
support of application which delivers Hollywood studios content to recipients around the world. A fully
automated digital file distribution system.
Roles and Responsibilities
Perform BAU tasks like CDM (Complete daily monitoring) proactively. Performing all these
monitoring tasks to ensure that the application system is healthy leading to a reduction of incident
tickets.
Perform order recovery and incident management. Resolve customer’s queries, issues and requests
in timely manner.
Provide support to DevOps and Dev team as when required and assist in troubleshooting also.
Stop/pause and restart application components during weekly application deployments. Conduct
application sanity pre and post deployment activity.
Engage NOC/Service Desk if encountered Severity 1 incident and inform stakeholders/management
through regular updates email & other channels until issue gets resolved.
Amdocs GSS
OCT 2021-JUL 2023
Software Developer
Working as billing ops team member of FX 1.2 and FX 3.0 operations in B2B landscape of customer BHARTI
AIRTEL.
Roles and Responsibilities
Perform BAU tasks of FXOPS billing team on two different data model stacks. FX 1.2 (Legacy) and
FX 3.0 as per defined bill periods including ad hoc billing activities.
Provide support to up streams OM, SIEBEL and other front ends in managing order fallout. Analyze
ESB logs. jboss logs and FX tux logs. Escalate to project team with JIRA ticket if not resolvable at
ops end.
Execute workaround to clear known issues until permanent fix is deployed.
Interfacing with multiple teams i.e., L3 Support/Development/Deployment.
Perform FX deployment activities and sanity of billing system during migration activities and new
enhancements.
ITIL Knowledge, Incident management, Change management, Escalation & Resolution.
Work on tickets assigned to team’s bin and provide expert level support to business in resolving
issues raised by business users.
Ready to support 24x7
Amdocs OPTIMA
Jun 2017- OCT 2021
Software Support Engineer
Working as NOC engineer and Situation Manager for managed services using C1RT, C1CV and OPTIMA
billing systems.
Roles and Responsibilities
Resolving production issues/tickets raised by customer for OPTIMA Billing system by using
ticketing tool.
Provide 24x7 monitoring and situation management support to clients using C1RT, C1CV,
KENAN and OPTIMA billing system. Ensure availability.
Automating the manual task by writing Unix shell scripts. Coordinating with teams managing
monitoring tools for new configurations of monitors for proactive monitoring.
Application-level restarts of C1RT and C1CV nodes. Applying WAs for specific issues.
Performing and coordinating for Major/Minor activities as when required by MGS OPS Team.
Verify and deliver automated and manual health checkup reports site wise.
Monitor system resource utilization, trending, and capacity. Monitor performance and ensure
system availability and reliability.
Provide support and basic troubleshooting & escalation to next level.
Escalating and coordinating with production support of C1 and OPTIMA billing system.
Tracking the tasks open for HC related activities.
24/7 Real time equipment alarm monitoring and analysis.
Actions related to deviations and raising task for next level of support.
Monitoring & acting on the open tasks/tickets with production support teams.
Participation in 24x7 emergency support activities as per team’s requirement.
HCL Tech. Ltd - IOMC
Mar 2016-May 2017
Technical Support Engineer (INFRA)
Worked as contractor with HCL Tech Ltd. for end client Deutsche Bank as Technical Support Engineer in
DB COAST project under payroll of Maintech Technologies Pvt. Ltd.
Roles and Responsibilities
Troubleshooting client issues in workstations and laptops and virtual desktops. Citrix Xenapp,
VMware- Vcenter.
Configuring email client’s and other applications.
Installation and Maintenance of Network Printers and Scanner remotely.
Provide L1 and L2 support and route case to the concerned teams of next level L3 if not resolvable
at level one and two.
Extensive use of ITSM tools based on service now platform and fair experience with ITIL concepts
and real-world implementation.
Incident management and Service request management.
Provide expert level WINTEL support remotely.
Extra-Curricular Activities
Runner-up Inter Army Volleyball competition at School level.
Participated in School Culture Activities.
Participated in inter-college IT competitions.
Internet savvy and PC Gamer.
Personal
Father’s name: Mr. Ravinder Singh Thakur
Date of birth: 20th March 1990
Sex: Male
Nationality: Indian
Marital Status: Married
Current Address: B-63, Akanksha Apartments, Block – B, Sector 62, Noida – 201301 (U.P)
Permanent Address: Village Adarshnagar, Amb, District – Una (HP) Pin - 177203
I hereby declare that information given above is true and best of my knowledge and brief.
Place: Noida (U.P)
SHASHI THAKUR
