1. CHETRAM PRAJAPATI
Address: - H No.135, Aali Village, Sarita Vihar ND–110076. E-mail: chetramprajapati@gmail.com Mob:+919999324205
Career Objective
Work at a challenging position & in a milieu where I can affix myself with my problem-solving and
analytical skills, to the world of shrinking technology and render my intellectual abilities and services
to the organization in a most effective mode that would be rewarding to both the organization & me.
Strength
Ability to perform under high pressure and against deadlines, ability to motivate and
inspire confidence in the team, hardworking and dedicated to the company’s objective.
Key kills
Ability to work well with all levels of the Organization and ability to plan & manage IT projects.
Provide the ways to improve the service to Business groups.
VIP User’s support, Smooth client interaction, PC, Laptop, Mobile and Apple I pad device
Configuration and Application support including Windows operating systems and software and other
major applications along with excellent verbal communication skill.
Professional Summary
1) Working with RBS Business Services As a 'Desktop Support Lead' on the payroll of Magna Infotech
Pvt Ltd from 31st Dec 2014 to till now. Caring 6.8 Years Experience in IT Support and Infrastructure
Management).
2) Worked with RBS Bank as a Sr,FMS Engineer on the payroll of CMS Infosystem (from: 21stAug
2010 to 15- Dec-2014.
3) Worked with Dart Communication Pvt Ltd, as a IT Executive from 1st March-2009 to 28 Feb-2010.
Job Location:- Royal Bank Of Scotland Business Services Pvt Ltd, DLF 7B, Cyber city,
Gurgaon, Haryana.
Project Responsibility:- Am working with RBS Business services as a Desktop Support
Lead for RSI Resourcing Project, here I manage windows-7 Support and install all the require
software and maintain the hardware and software Inventory.
Assign the new assets to users as per their SLA request and assist the user as per user request
And share the Update to project manager on weekly project review call.
Job Description:-

2.  Responsible for preparing a Routine report of encountered problems and taking proper action.
 Good Team Leader and Project Management ability.
 Keeping track of SLA and ensuring calls are closed within TAT.
 Technical Lead supporting multiple high priority applications of organizations.
 Excellent experience in Business Analysis procedures.
 Hands on experience in preparing of documents like Business Requirements, System
Requirements, System Functionality, and Use Cases etc.
 Good interpersonal communication and presentation skills along with strong experience in
working with business users, senior and higher management.
 Can act as a liaison between the technical and user groups.
 Self-motivated with an attitude to always learn new things.
 Asset and vendor co-ordination for Vendor related calls.
 Interacting with users through mails and daily conference calls to review and resolve the high
priority issues.
 Taking initiatives that engineer comply with all the policies and procedures.
 Acting as an escalation gate handle major issues and during circumstances when user seeks
supervisory assistance.
 Rendering Assistance to the new engineers as Subject Matter Expert to handle High Volume
Situation/Issues and reduce idle time.
 Interact with the Service desk supervision team for verification for Solutions
 Manage Team performance and progress & constantly looking for ways to improve the
processes.
 Monitoring the performance of junior staff and productivity on Daily basis.
 Prioritizing important task and ensuring they get done first.
Technical Support Responsibility as Sr, Support Executive
Handling more than 1200 staff and provide remote support on critical applications like Reuter,
Mindalign, Kondor Plus, RBS Deal Station, Score, Citrix, Finacle, Vision Plus, RBS Any
where ,Image & Workflow ,Global Trade Process).
 Configure and manage the User’s Account and profiles in APAC, FM, EUROPA, RWBP VDI
and VCS, Domain in RBS Network.
 Install and Configured the TTS-RAS and MNM for Work from home setup into user’s laptop.
 Install and Configured the Safe boot on user’s Laptop and links the login ID with Safe boot.
 Deploy and provide the technical support for Virtual Desktop like VHD, VCS, VDI, and Thin
Client User’s in Virtualization platform.
 Scheduling the daily, Weekly and Monthly backup of Finacle server, File Server Net cast Server
and Database Server through VERITAS Net backup 5.1, HP Data Protect 5.5, Symantec Backup
Exec 12.5 Tool.
 Monitor the HP Service Manager 9 Tool for user Issue Request and Incident Reporting, also
having the knowledge of Co-desk Ticketing tool for User problem login tool.
 Provide support to VIP Client and staff of the organization and resolving the technical issues
with SLA and get appraised out.
 Created and configured user’s Goods Enterprise Email Account in Apple Console for I phone
and I pad. Also Configure the RBSBS Enterprise email account in Blackberry Devise and
provide the necessary support.

3.  Installation & configuration the Network Printer and Provide the Access Permission through
SLA Request.
 Installation & configuration the MS-outlook, Microsoft Office Communicator, Outlook Express
& IBM Lotus Notes at the user End.
 Assist Customer for raising Request in SLA, SLX, and GBM Console for New ID
Creation/Modification and Deletion for Joiner and Leavers.
 Provide application and software Support in GTP, WAR and BCP testing activities for
Emergency and Disaster Recovery purpose.
 Installation & Maintaining the Antivirus (McAfee 8.8 and Symantec 11.7) and update the Both
Antivirus Weekly.
 Responds to telephone calls, email, instant messages, and assigned tickets and IM to Engineer
and Assign work orders incidents to appropriate Engineer.
 Mode Of Resolution:- Phone, Email, NSM, Get-remote ,Remote Assistance and MS Office
Communicator .
 Configured and provide the require support for user’s login Account and login ID like. Email
Account, Apac ID Enable/Unlock/Reset, Finacle ID Sac, Europa ID Session Release and Renew,
VCS and VDI Session Release and Renew through UK and USA Service Line Asia Team.
 Create User Profile and Home Folder in Apac, FM and Europa domains.
 Installation and Configuration of various types of Computers and Printers Spice Passbook
Printer, DMP and LaserJet Printer.
 Installing managing and configuring all the Bank and RBSBS Application and provide the end
user support.
 Manage All the North Asset Inventory Detail, Add/Delete/Move New and Old Assets
Different Location and Update the detail in Asset Management Tool with IMAC.
 Providing the Hardware Assets (laptops and desktops etc.)For the entire department after
complete the Approval and Process and discussed with IT Manager and Also Maintain the IT
stock.
 Take the Feedback by mail from the customers within procedural guidelines to ensure a
complete solution to their technical or service questions.
 Create knowledge base article and Technical Notes for Future reference.
 Interact and Coordinate with various vendors for New Assets Purchase and Quotation like
Printer Laptop and Desktop and other Accessories, procurement & services to fill the
company’s asset requirement.
 Handling all the Software Media’s with the license and maintaining the list of them.
 Manage and Take care the Daily DLT Backup Tape movement Different location for Backup
and Restoration purpose.
 Follow up with the Purchase Department and Finance team for the vendor payment for the
new hardware Assets.
 Collect the MIS Report from all the North location at the end of the day and Share Daily MIS
report to Project Manager.
 Call Management: - Monitor the North Co-desk and HP Service Manager Tool for all Pan India
Site locations; (Logging user’s complaint, assigning task to Engineers & following up till
closure) take the Co desk Ticket Update and Detail in Morning and Evening EOD Con Call
Shared the Status with Senior Management.

4. Professional Certification
ITIL-V3- Foundation -2011 Netlabs Institute, South Ext. (2015)
Microsoft Certified Solutions Associate (2012) Evision Infotech (2014)
Computer Hardware Additional Course Rooman Technologies (2009
Microsoft Certified System Administrator (2003) Rooman Technologies (2009)
Cisco Certified Network Administration Rooman Technologies (2009
EducationalQualifications
 Graduation in Arts stream from Delhi University, 2007.
 12th from Central Board of Secondary Education 2003.
 10th from Central Board of Secondary Education 2001.
PersonalParticulars
Born on : 10, January, 1983
Nationality : Indian
Marital Status : Married
Age : 33 Years
Languages Known : English and Hindi.
Hobbies : Reading Books, Learning New Things and Travelling.
References
Available upon Request.
Declaration
I hereby declare that the information furnished above is true to the best of my knowledge and belief
till date. I also understand that any discrepancy found in any of the above statements will render me
liable for cancellation of candidature/ debarment/ appointment at any stage.
Date :
Place : New Delhi (Chetram Prajapati)