Shreyansh Goel

· Manage Production and Pilot environment of Windows ,CITRIX and cloud based applications Like server setup, load balancing of servers etc.

· Handle Windows server patching using HEAT tool and handles server monitoring using ELASTIC tool.

· Build deployment on DEVOPS model using Jenkins, Octopus and Github.

· Acted as a key player in the Service Delivery Team, demonstrating planned releases and patches to clients and contributing to increase in client satisfaction ratings.

· Provide admin-level support and participate in meetings and bridge calls.

· Build and creating a new web HUB tool for monitoring all the service, Infrastructure, Data monitoring for all the affected clients/users, DB monitoring and monitoring for all the services heartbeat critical alerts coming in every 30 mins to track all the live monitoring which helps the team to cater all the P1/P2/P3 tickets and also helps in minimizing the risks.

· Debug production issues and work with DEV team to provide fix for same.

· Part of design document review meetings with Clients and DEV team and handles new project implementations.

· Migrated application from 2012 to 2019 windows server from end to end.

· Support DR activities, creating documentations and sending communications to each stakeholders proactively.

• As a key player in supporting a US-based client, effectively maintained on-premise and web applications deployed over production and UAT environments
• Skilled at providing optimal end-customer support via the ServiceNow & Zoho helpdesk system and maintaining high-quality services
• Demonstrated expertise in executing unit testing and bug fixing for releases/patches under the ServiceNow platform, managing change controls, incidents, and adhering to task SLAs
• Proficient in settling L2/L3 level issues promptly via Root Cause Analysis, significantly enhancing response times
• Actively engaged with the development and QA teams for CI/CD pipelines deployment activities using Jenkins, HEAT, and Octopus, leading to a 20% improvement in deployment efficiency
• Integral member of the Service Delivery/Release team, undertaking both planned and unplanned release and deployment activities, and effectively managing multiple projects simultaneously
• Experienced in preparing and presenting internal/external deployment plans for releases/patches deployed over UAT & Go-live environments to both teams and clients

• Experienced professional specializing in telecommunications and software support, adept at requirements and risk analysis (ITIL & ITSM processes)
• Hands-on experience in maintaining and improving the iCall Suite v4.0 for BT/Telepo partners, providing operational support and implementing enhancements that increased application efficiency by 25% and reduced downtime by 30%
• These include renowned partners such as Soluno, Brodworks, Vodia, and 4com across UK and US markets
• Actively managed live call analytics applications and Microsoft 365 tools on Microsoft Teams platform, resulting in a 20% improvement in call monitoring and recording efficiency
• Established a strong track record in executing unit testing and bug fixing for releases/patches under JIRA/Zoho platforms, contributing to a 15% reduction in software defects post-release
• Proven ability in designing process models and solutions using JIRA tool, improving project tracking and workflow
• Acted as a key player in the Service Delivery Team, demonstrating planned releases and patches to clients and contributing to increase in client satisfaction ratings
• Experience in Microsoft 365 tool for monitoring and managing client services

• Accomplished professional specializing in banking solutions, particularly cheque processing and truncation systems
• Masterminded several projects to modernize cheque processing, improving efficiency by up to 30% and reducing response times by 20%
• These include: Implementing the Cheque Truncation System (CTS) Solution for Bank of Baroda and Deutsche Bank, involving complex database integration, which streamlined the cheque clearing process and improved transaction management
• Developing the Cash and Cheque Deposit Machine (CCDM) Solution for Bank of America and Abu Dhabi Commercial Bank, an innovation that enabled reading and processing of cheque images directly from CCDM machines, significantly reducing manual handling and potential errors
• Led the integration efforts for the merger of Dena, Vijya Bank with Bank of Baroda and Al-Hilal, UNB bank with ADCB, ensuring seamless transition and processing of migrated accounts, benefitting thousands of customers
• Designed and implemented the 2FA Authentication (Biometric) Solution for Bank of Baroda, bolstering system security and substantially decreasing the risk of security breaches
• Adopted agile methodology for project management, leading to a 15% improvement in project delivery times
• Demonstrated excellence in client presentations and timely issue resolution using Root Cause Analysis