Dhananjay Madhukar Sonawane (Married)
Vithal Park Ho-Soc, Flat No -10, In front of rathi ambrai, Old gangapur naka,Gangapur road, nashik - 422005 422005, Nashik, Maharashtra India
C,Oracle,Java,Data Structure, LAN/ WAN technologies etc.,
Pune University
QUALIFICATIONS:
Solutions-focused, team oriented Senior Technical Support Engineer with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identifies deficiencies and potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support.
ADDITIONAL SKILLS SET:
1. Completed Diploma in Computer Application from Yashwantrao Open University Nashik( B Grade )
2. Completed Advanced diploma in Desktop Publishing from Standard computer Ins-titue , Nashik. (A Grade)
3. Completed Computer Maintenance course as Vocational subject from Pune Univ--versity during the completion of B.Sc. (Electronics).
4. Completed a course for Red Hat Enterprise Linux.
Projects:
1) Mechanisms of an Hard Disk Drive ( T.Y.BSc) : This project was developed during the period of six months in which the Total mechanism of an HDD was shown starting from the detection of the track 0th position to the later processing stages. Also various hardware factors of HDD were studied such as platter, R/W head, RPU, storage mechanism etc.
2) Library Management System ( MCM-I) : This project was developed in FoxPro 2.5 in the year 1999-2000 in I.M.R.T. College Nasik.
3) Study Of Logic Gates ( MCM- I) : This Project was developed in ‘C’ Language. It contains the information about how the Logic Gates such as AND, OR, NOT, X-OR, NOR function according to the various inputs given to it. Thus further it also displays the output and also the Truth Table of the respective Gate.
4) Management Information System ( M.I.S ) in VB 6 and MS-Access ( MCM- II) : This project was developed in vb6 and MS-Access during the period of six months for Slidewell Group of Industries. Ambad MIDC, Nashik . The company ma-nufactures the Axle tubes, Sliding Windows ,Plastic Buckets etc, and were one of the main Vendors of Mahindra and Mahindra, Nashik.
Front End: Visual Basics 6.0Back End: MS-Access 97
Others: MS-Word, Excel, HTML.
Thus this project provides various summary reports such as Material Consumption report, Production cost, Raw Material Inventory Status, Product wise sales, Scrap, etc to the Mangagement of the company.
PROFESSIONAL EXPERIENCE:
1. ARESS SOFTWARE AND EDUCATION TECHNOLOGIES PVT. LTD. NASIK
Designation: Team Leader
Total Experience : 3 Years and 6 months
Responsibilities as a Team Leader
1 Leading Tech Support Teams for one of the top 10 US based web hosts.
2 Handling escalation issues from level 1 team and forwarding it concerned dept with necessary notes and case history and mentoring other support professionals while working on email, and chat.
3 Keeping follow-up with clients and admins regarding the escalated issues.
4 Communicating with US based technical and operations manager regarding the policies changing from time to time.
5 Responsible for the strategic development and implementation of cost-effective training and support solutions that are designed to provide improved productivity, streamlined operations, and faster access to critical information.
6 Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems.
7 Participate in quality assurance procedures, auditing the incidences replied by the other Agents and provide constructive feedback to agents, and adhere to the specific support levels that have been purchased by the client.
8 Creating report on weekly and monthly basis.
9 Giving presentations on developments on the project to CEO on monthly basis.
10 Scheduling of techs on the projects.
Technical Responsibilities as a Team Leader :
1 Working on Linux as well as Windows server (Helpdesk / Chat)
2 Assisting clients on various server end issue like email, FTP, send mail , Spam Filter, Virus Filtering and Qmail configuration.
3 Good knowledge of Cpanel ,Vdeck and Plesk and WHM control panels.
4 Server Monitoring ( Nagios, Netstats, Top )
5 Providing customer support for issue related to Front Page, Dream weaver, Microsoft Publisher etc., along with web building tools available.
6 Provide support on issues such as email configuration on Email client such as Outlook, Outlook Express,Eudora, Mac Mail etc.,
7 Handling issues such as Backup restoration and Front Page extension installations.
8 Handling issues related to SSH (through secure shell client and putty).
9 Managing Mail servers, Firewall and implementing remote access connectivity.
10 Handling issues related to Apache servers.
11 Good knowledge of Apache server, POP and SMTP, Qmail and Send mail.
12 Familiar with databases such as MYSQL and Oracle.
13 Assisting clients for implementing mail components like ASP Smart mail, J Mail, CDOSYS etc.,
14 Server Monitoring.
15 Server Administration Troubleshooting and Maintenance
16 Installation of various software from web base interface as well as from RPM manager.
17 Backup/Restore management
18 PHP and MySQL problems with websites.
19 Server and information Security
2. Presently working as Senior Technical Support Engineer ( Level 3 ) in Geeks Software Pvt Ltd., Nashik
1. Handling issues related with Servre Hardening ( Linux and Windows Server ).
2. Handling issues of Data Centers like Server Reboot, Power Cycling, Abuse issues like Phising, Spamming, Domain defacing, Spoofing, and Hacking.
3. Handling the issue on highest priority of monitoring alerts of Data Centers.
4. Working on queues like Support, Monitoring, Team works and Abuse department.
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