Akshay Kumar U
Scarborough,ON
Summary
Dedicated and results-oriented Application Support Manager with over 3+ of experience in IT service management, application support, and team leadership. Proven track record in enhancing system performance, optimizing processes, and delivering exceptional user support. Adept at managing cross-functional teams and liaising with stakeholders to ensure the seamless operation of critical applications.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Application Support Specialist
TechDoQuest
02.2024 - Current
- Provided first and second-level support for applications, resolving 70% of issues on the first contact
- Analyzed user feedback to identify trends and improve system functionality, resulting in a 90% increase in user engagement
- Assisted in the migration of applications to new system platforms, ensuring minimal disruption to business operations
- Developed and executed testing plans for new releases, leading to successful implementation and user acceptance
- Identify & recommend maintenance approaches to proactively reduce problems for end users
- Use data records/tracking and related applications/infrastructure to effectively address user issues
- Maintained strong knowledge of third-party risk management within vertical industry
- Review analyze data and resolve issues related to applications
- Experience in software monitoring and experience with Applications listed Dynatrace, Playbook, Automation, Network Node Manager (NNM), Network Support Tool(NST)
- Effectively escalate to Level 3 in-house and 3rd party support teams as needed
- Work closely with internal and external teams within business and I.T
- As well as outside vendors to effectively plan, deploy, document and maintain the distributed application/middleware environments’ additions and changes
- Troubleshoot & provide straightforward solutions to moderate to complex technical problems/issues of end users
- Excellent written and oral communication skills in a fast-paced environment.
Application Support Senior Analyst
Bangalore SEZ
02.2018 - 01.2021
- Lead a team of 7 support analysts, overseeing the daily operations of application support services for [specific applications or platforms
- Implement ITIL best practices, resulting in a 50% reduction in incident response time and improved user satisfaction scores
- Collaborate with development teams to address application issues and improve system performance, reducing downtime by 80 hours per month
- Develop and maintain comprehensive documentation, including user guides, troubleshooting procedures, and knowledge base articles
- Conduct regular training sessions for team members to enhance skills and knowledge in application support tools and processes
- Provide support (24x7) of HCSC and 3rd party distributed production applications, as well as deployment of new software, upgrades and application code to remediate known defects
- Reviews software policies, standards and procedures and make recommendations for change
- Collaborating with software engineers, Network Vendors, and nontechnical teams for logging priority incidents
- Provided support in constructing relationships within the customer base to provide opportunity for expansion and growth
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
Education
Business Administration -
York University
12.2022
Project Management -
Canadore College
04.2022
Bachelor of Science - Mechanical Engineering
JNTU
Hyderabad07.2017
Skills
- Application Support & Troubleshooting
- ITIL Framework & Best Practices
- Team Leadership & Development
- Incident & Change Management
- Performance Monitoring & Reporting
- Customer Relationship Management
- Project Management & Agile Methodologies
- Data Analysis & Reporting Tools
- Backup Management
Ticketingtool
Service Now
Certification
ITIL Foundation Certification
Monitoringtools
- NNM
- NST
- Dynatrace
- Playbook Automation
- HPOVO
- Ever bridge Tools
Languages
English
Full Professional
Accomplishments
- Improved Response Time through the implementation of an improved ticketing system and streamlined escalation procedures.
- Achieved a 95% user satisfaction rating in post-support surveys by providing timely and effective resolutions and proactive communication.
Timeline
Application Support Specialist
TechDoQuest
02.2024 - Current
Application Support Senior Analyst
Bangalore SEZ
02.2018 - 01.2021
Business Administration -
York University
Project Management -
Canadore College
Bachelor of Science - Mechanical Engineering
JNTU
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