Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Aditya Mishra

Kitchener,ON

Summary

Accomplished Sr. Production Support Specialist with a proven track record at OpenText, enhancing ITIL compliance and team productivity through innovative ServiceNow solutions. Expert in system monitoring and customer relationship building, I spearheaded initiatives that significantly improved operational efficiency. Skilled in incident response and troubleshooting, my approach has consistently fostered successful customer onboarding and satisfaction.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Sr. Production Support Specialist

OpenText
11.2023 - Current
  • Supported end-users by providing expert technical assistance, ensuring minimal disruption to production.
  • Collaborated with cross-functional teams to identify areas for process improvement and implement effective solutions.
  • Spearheaded initiatives aimed at improving ITIL compliance within the organization using the features offered by the ServiceNow platform.
  • Increased team productivity by creating custom dashboards, reports, and performance metrics in ServiceNow.
  • Assisted customers with onboarding and internal tool setup to foster successful adoption and usage.
  • Analyzed and interpreted customer requirements to develop engineering solutions.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Automated certificate management for all the trading partners associated with the clients, reducing manual workload.
  • Managed multiple projects concurrently, ensuring timely completion within budget constraints.

Production Support Specialist

OpenText
05.2021 - 10.2023
  • Provided timely support for production issues, ensuring minimal downtime and optimal productivity.
  • Used problem-solving and issue-resolution skills to promptly and successfully address customer problems.
  • Gained in-depth understanding of fundamental networking concepts, including TCP/IP, DNS, and routing protocols through rigorous study and practical application.
  • Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
  • Maintained composure and professionalism under pressure, successfully handling multiple calls simultaneously while addressing customer needs effectively.

Programmer Analyst

Cognizant
11.2017 - 06.2019
  • Provided ongoing support for users experiencing issues or requiring assistance with application functionality.
  • Worked closely with clients to establish specifications and system designs.
  • Wrote and maintained technical documentation for software applications.
  • Implemented encryption, authentication and additional security measures, safeguarding systems.
  • Created web-based dashboards and reporting tools for data visualization.

Education

Master of Engineering - Electrical And Computer Engineering Technology (Telecommunications And Networks Option)

University of Western Ontario
London, ON
08.2020

Skills

  • System monitoring
  • Application support
  • Incident Response and Troubleshooting
  • Customer Relationship Building
  • SOAP UI knowledge
  • Basic Network Troubleshooting
  • IP Addressing and Subnetting
  • Customer Support and Communication
  • Customer Needs Assessment

Languages

English
Hindi

Certification

  • Cisco Certified Network Associate (CCNA), Cisco
  • Certified Cloud Practitioner (CCP), AWS
  • Technical Support Fundamentals, Google


Timeline

Sr. Production Support Specialist

OpenText
11.2023 - Current

Production Support Specialist

OpenText
05.2021 - 10.2023

Programmer Analyst

Cognizant
11.2017 - 06.2019

Master of Engineering - Electrical And Computer Engineering Technology (Telecommunications And Networks Option)

University of Western Ontario

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Aditya Mishra