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My career objective is to effectively and sincerely utilize my skills technical and interpersonal, coupled with values which have been incorporated in me by the corporate houses I have till now worked with, In order to achieve a position of responsibility and respect in the corporate world.

Name : Alok Tiwari

Process\Project : Mphasis ITO Wps(18th June 2012 to 6th July 2015)

Location \Tower : Eon Pune

Last Job Role : Associate Infrastructure Engineer

Educational Qualification : Diploma in Electronics (Pursuing Computer Engg. from AMIE)

Total Experience : 5.5Yrs

Job 1 : Incident, Request, Change mgmt and Project Support.

Job 2 : Capacity and People Mgmt.

Profile : 3 years of relevant experience in Mphasis as Associate Infrastructure engineer for providing Global support of 1 year for Mobile Messaging ,Symantec Enterprise vault ,Monitoring Exchange server Alerts for Symantec Employes & also providing Level 2 support of 2 years for Lotus notes administration and domino server adminstration related issues for Aviva Norwhichunion Employees.

Hardware and Software Environment:
Operating Systems : Windows XP, Windows7, Server 2003 & 2008r2

Languages : English, Hindi

CRM Tools : Maximo 10.8, Assyst v6.6, Siebel 6.1, Remedy, HP Service Manager (HPSM)

Products Tools : Citrix, Virtual machine, OCS, OWA, IBM Lotus notesv8.5, monitoring tools, etc.

Applications : Symantec Enterprise Vault, Symantec Appcenter MDM, Exchange Active sync, IBM Lotus notes V8.5, Domino Admin 8.5, Domino designer 7, Lotus notes 7

Application Servers : Exchange server 2007, Domino Server, took training on AD and Exchange server 2013

Project Experience Highlights:
Last Company: Mphasis an HP company
Project Name : Symantec

Duration : 10 months

Technology : Symantec Mobile Messaging, Social Text, Enterprise vault & Monitoring Exchange server Alerts

Role : Technical Support Level – II Messaging & Collaboration team

Team Name : Messaging & Collaboration Team

Description : Providing level 2 support to Symantec Employees in troubleshooting Symantec

Mobile messaging platform, setting up secure email on Android & I phone devices using Symantec MDM profile, setting up Good enterprise app, Setting up Enterprise vault(EV) account, configuring & Troubleshooting Enterprise Vault on Outlook, processing DAR Request for EV, Creating,Adding,modifying social text account, Monitoring exchange & Collaboration system server alerts.


  • Performing Messaging system alert on call checklist & Collaboration system alert on call checklist daily health check as part of periodic maintenance.

  • Troubleshooting issues related to all types Symantec Mobile Device Management (MDM) and Secure Email

  • Installing & Configuring Appcenter & Secure email on Android and IOS phones.

  • Checking sync status on HUB server for Active sync services in Exchange Management Console.

  • Provisioning and de provisioning of users MDM profile.

  • Identifying and rectifying issues related to Email sync on IOS and Android devices.

  • Deleting and Creating Good Mobile Enterprise Application Account on Good Mobile server portal.

  • Setting up Enterprise Vault account for the user by adding user to the EV users list on Enterprise vault server.

  • Configuring & troubleshooting EV client profile on Outlook for users also providing Access to Virtual Enterprise Account for users.

  • Processing Data access request (DAR) of Enterprise Vault (EV) of Old Email archiving account.

  • Periodic Monitoring of EV Sever incase of alert raising case with level3.

  • Creating, Adding, Modifying Social text account for Symantec employees.

  • Performing Monthly On call for monitoring Exchange and Collaboration system server alert.

Project Name : Aviva Norwichunion

Duration : 20 months

Technology : Lotus notes & Project Support

Role : SME & Technical Support Specialist Level – II Engineer

Team Name : Messaging Team

Description : Providing level 2 support to Aviva Employees in troubleshooting IBM Lotus

Notesv8.5/Lotus notes 8.5, Delivery failure of email, Mailbox and DL creation,

Handling databases and mailbox access requests, Notes creation setup, Tracking

Daily Incident report and its management.

Responsibilities :

  • Performing morning check or daily health check as part of periodic maintenance, Process request for Daily for notes creation setup.

  • Troubleshooting issues related to all types Lotus notes configuration, Database access, Troubleshooting Lotus notes error as per the Client requirement, Ensure maintenance of committed SLA’s to esteemed customers.

  • Performing copy live with the development team as cross functional team.

  • Creation of Distribution list, Mailbox, and ACL access on Service request

  • Managing the Notes creation database tool to create the entry in address book and provide daily error log report to the Client team.

  • Root Cause Analysis of Chronic issues/Repeat problems and get them resolved by raising change tickets as per ITIL process.

  • Arranging Training to Internal Employees and Knowledge transfer to team members.

  • Maintaining Quality of Service by resolving issues first time right and once for all.

  • Coordinating with cross-functional departments, Client management, L1/L3 teams, AD team, Exchange team, etc for making success in all way with proper documentations reports.

  • Ensure Process compliance and adherence to strict timelines of all procedures.

Previous Company : IBM Global Process Pvt Ltd.

2.5 years of relevant experience in IBM Global Process Pvt Ltd as Tech support Associate in Fault Management Team (Tech-FMT) for providing level2 support to TALK TALK ISP clients for Broad band Business & home users, monitoring the Network connectivity, Broadband Account password reset, Troubleshooting various Broadband Routers for intermittent connectivity/no connectivity, Device failure, Outage incase of Network down.

Project Name : Talk Talk telecom Group PLC

Duration : 30 Months (16 dec 2009 to 5th March 2012)

Technology : ADSL Networking, Monitoring internet frequency, networking peripherals.

Role : Tech support Associate

Team Name : Fault Management Team (Tech-FMT)

Description : Providing Level 2 support in Fault management team for Talk Talk Broad band

Business & home users, monitoring the Network connectivity, Troubleshooting, various

Broadband Routers for intermittent connectivity/no connectivity, Outage incase of

Network down.

Responsibilities :

  • Resolving telephone and Broad band issues rose as an Escalation from level 1.

  • Taking 40 to 50 cases per day while maintaining the talk time of 600 minutes in a day and Quality parameter of 85% and resolve rate to be 50%.

  • Contacting clients and working on the escalated issue related to broadband router configuration, home network wireless configuration, observing sync level of the broadband signal, slow speed and issues related to no web pages.

  • Sending Dispatch engineer incase user is unable to trouble shoot or device is faulty.

  • Escalating the incident to the Line Technician in case of Outage.

  • Troubleshooting issues related to all kind of broadband router configuration, home network wireless configuration, slow speed and issues related to no web pages.

  • Providing support in Monitoring Sync level of the broadband and telephone signal and troubleshooting the asynchronous frequency issue between the telephone and broadband signal.

  • Coordinating with cross-functional departments, L3 team for resolving the Outage issues, Monitor network fault or planned maintenance on the network.

  • To observe the sync level and bring the line in sync by using NIM and OPAL as the networking monitoring tool and also used to reduce the noise in the telephone line and increase the connectivity strength if the signal is intermittent or dropping connection.

  • Maintaining Quality of Service by resolving issues first time fix and once for all.

Training Attended

  • Red hat System Administration I,II,III (Red hat Course Code RH124,RH134& RH254)

  • Exchange Server 2013 & AD Server 2012 by Mphasis PvtLtd

  • ITIL

  • Attend the training based on the curriculum for RH124, RH134 and RH254

Technical Skills:

Operating System : Windows98/XP/7 Windows2003/2007, RHEL7.

Certification : ITIL foundation Certified

Certification Number 195035A37462,

Red hat certified system administrator (RHCSA –RHEL-7)

Certification Number 160-018-974,

Pursuing RHCSE Certification (RHEL7)

Personal Details

Name : Alok Tiwari

Date of Birth : 22/05/1985

Education Qualification : Diploma in Electronics. (10+3)

Work Experience : Total Exp: 5.5 Yrs Previous Exp: 2.5 Yrs Mphasis Exp: 3Yrs

Previous project : Mphasis ITO Wps

Contact Details : 8975548739

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