professional summary jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom seeking position utilize skills abilities information technology industry offers professional growth resourceful innovative flexible skills technical skills configurationcustomization servicenow system bmc patrol configuration sybase oracle sql servers work history associate consultant certified itil version 3 foundation hardware networking 112012 012016 healthstream louisville co clients sysco foodsdtcc procter gamble developed service plans consultation clients performed followups assessing quantity quality services supported clients business analysis documentation data modeling authored detailed work plans meet business priorities deadlines delivered outstanding service clients maintain extend relationship future business opportunities boosted success clients organization improving performance motivation job satisfaction hiring practices training programs management systems reviewed internal systems organized training plans address areas need improvement primary focal defects enhancement requests issues incident knowledge capabilities reported service desk retail deployment teams involved user administration process creating managing roles groups manage system access data security using access control rules content management activities creating custom pages extend look feel ui involved migration activities upgrade worked cloning instances monitoring performance instances upgrade involved clearing post upgrade defects configuring monitoring bmc patrol console sim check patrol monitoring fine windows as400 db2 aix boxes provide support critical incidents occur bemsim patrol console event generation issues download create new patrol install package patches bmc website working adhoc requests applying blackout changing thresholds clearing file system spaces history file inconsistencies issues raising crq preparing weekly reports release management process activities upgrade migration patching servers andor agents done hands experience handling tools like bmc patrol bemsim bppm bmc remedy project engineer ceco environmental corp cincinnati oh client citi 122007 092012 configuring monitoring scheduled jobs bmc patrol tool knowledge incident management problem management unit resolution various db related alerts sybase mssql oracle flavors release management process activities upgrade migration patching servers andor agents done configuration changes setting threshold levels disks cpu memory production servers done monitoring space usage utilization file system capacity status servers handling scheduledunscheduled shutdown reboot servers resolving escalating critical alerts appropriate team history details follow pending alerts issue gets resolved handling emailcall requests onsite teams escalating appropriate teams offsite incident detection notification escalation done using virtual tickets taking ownership keeping track tickets raised ticket gets complete generating weekly monthly reports performance using dashboard application generating monthly reports shift reports trend analyses reports etc generating sla reports documents training new employees monitoring preparing shift roster weekly reports interacting client handling escalations tools used bmc patrol dare virtual ticket pmt eworkflow technical support officer hcl bpo city state client british telecom 092006 112007 providing technical support voice british telecom broadband customers troubleshooting issues bt provided dsl products including router hub modem finding solution issues related mail internet os antivirus connection issues supporting different operating systems including windows 98 sexpme20002003xp vista providing technical support related web mail mail clients ms outlook outlook express documenting customers issues solution given information siebel one view supporting customers remotely using web based application called goto assist helping end user setting new connection using dial wiredwireless connection handling escalation calls tier 1 fixing customers issue call backs customers order ensure quality resolution given handling issues external lines raising tickets engineers using eco education mca computer application st peters engineering college chennai india gpa 80 bca computer application 052006 052003 drbccc hindu college chennaiindia gpa 78 intermediate 042000 immaculate heart marys girls higher secondary school chennaiindia gpa 76 ssoc 041998 jaya matriculation higher secondary school chennaiindia gpa 81