Diploma in Electronic and Telecommunication

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• Dedicated & Service-focused professional, offering nearly 7 years of experience in IT Infrastructure, ERP Application
Support, System Administrator, Vendor Management and so on
o Front-leading complete tasks related to ERP software as System Admin of the School with different modules like Student
and Staff Database Module, Exam Management, Time Table Module, Transport Module, Library Module, Inventory
Module, User Privileges, ICSE Examination Module and so on
• Acknowledged by the management for identifying the need and imparted teacher's training on Educomp Modules
• Acted as an escalation point for Incident Managers and ensured their bridging, including initiation of any necessary
escalations and business impacting issues; provided status reports to Site Lead / Site Director / PMO / Client / VP
• Ensured that IT systems, applications, and communication equipment within the organization were managed and
maintained in accordance with documented processes, procedures, guidelines, and instructions
• Supervised the incidents/problems raised & provided immediate resolution for service incidents and queries within the
agreed service levels; received regular appreciation within the organization
• Ensured Service Level Agreement (SLA) adherence, established a 24X7 handover mechanism, mandatory escalation
metric and delivery support based on Information Technology Infrastructure Library
• Known for successfully managing Institute Server, Gajsheild Firewall, NAS BOX and Relational Database Management
System - SQL Server 2003
• Knowledge on ERP systems (operated as System Administrator for ERP) andperforming database tuning &
performance monitoring
• Knowledge on Salesforce CRM systems (operated as Salesforce Administrator for CRM) and performing database
tuning & performance monitoring
• Skilled in mapping of business processes and studying workflow to design solutions with expertise in delivering path-
breaking solutions
• Reputed for identifying database requirements, analyzing department applications, leading programming & operations,
evaluating existing systems and recommending solutions by defining database& recovery specifications
• Performing daily, weekly, monthly maintenance backups/restorative exercises, reviewing server logs for potential issues, as
well as by ensuring that anti-virus software and security patches are routinely updated and functioning
• Technical knowledge entails SQL Server 2005/Data Management, HTML Front Desk and so on

Key Result Areas:
• Responsible for entire IT infrastructure of corporate headquarters and 5 remote offices. Provide leadership and direction
for 5 administrators at remote locations. Hands-on manager and technical lead for all IT-related projects
• Asses' Infrastructure and application communication channels internally and externally
• Develop standards for workstations, mobile, devices, printers, and other devices routinely
• Identify areas of process improvements
• Implemented Load Balancing Router (2nd ISP) for the smooth running of Organization
• Designed and Implemented Handling Machine device for Collection boys
• Managing entire CCTV cameras of Head office and other Branches
• Knowledge on Salesforce CRM systems (operated as Salesforce Administrator for CRM)
o Implemented & maintained reports and dashboards
o Ensured Data quality through the appropriate use of de-duping, loading and exporting tools, for bulk of data using
Data Loader
o Designed, setup and maintained Salesforce standard objects custom objects while also structuring user roles, security
profiles and workflow rules
o Conducting training on all Salesforce related system to Sales and Marketing Teams
o Provided support to 130 Salesforce users and acted as the Primary point of Contact for End-user Support
• Handled 5 Branches PAN India Infrastructure. (Setup, Networking and Camera's)
• Managed all Software development applications: handle bugs/fixes, modernization and schedules enhancement activities
• Supporting and monitoring the existing infrastructure, supervising preventative maintenance and backup as well as performing other regular support activities to ensure effectiveness
• Ensuring minimization of work and changes to prevent disruption to existing business services
• Reviewing design documents supplied by vendors and partner solution architects
• Leading the design and documentation of infrastructure processes, procedures and standards along with the maintenance
and preparation of system & software documentation
• Monitoring the communication between L1 and L2 teams and observing the resolution to escalations within the given
Service Level Agreements (SLAs)
• Scheduling architectural meetings to review different environments within the organization along with implementing
corrective action plans
• Accessing current capacity of the data centers and provided recommendations in line with future requirements
• Observing systematic engagement between end-users and the remote support deployment engineers performing these
upgrades through proper planning and scheduling
• Transforming the IT Service delivery operations for quick Turnaround Times (TAT) by creating Job Aid documentation
for client service engineers and system administrators
• Implementing Problem Management initiatives for a valid and improved Root Cause Analysis (RCA) review:
o Categorizing the Root Cause Analysis (RCA) findings with the fix type, such as Improving Infrastructure, Software
Patch/Version, Hardware Requirement, and so on
o Sub-categorizing the cause of the issue under various heads, namely Software, Infrastructure and Hardware
• Performing maintenance, backups and system upgrades and resolving security configuration issues

Prathamesh Ram: in Dombivli (E)

Prathamesh Ram

Mumbai University