Rakesh Kumar

Application Support Engineer

Tecnics Integration Technology Pvt. Ltd.•  July 2021 - July 2023

Handled incoming service requests, incidents, and inquiries through various channels (phone, email, ticketing system) ensuring timely resolution and high customer satisfaction.  Conducted system analysis, troubleshooting, and resolution of technical issues related to FileNet ECM components, maintaining system stability and performance.  Managed document lifecycle processes, including content capture, storage, retrieval, and archival, resulting in improved efficiency.  Set up IBM Data Cap to validate scanned document quality, ensuring proper capture, file splitting, and accurate information extraction. Automate document updates to IBM FileNet.  Worked collaboratively with cross-functional teams to create and implement custom workflows aimed at automating file actions such as recycling, termination, deletion, and updates.  Provided end-user training and support to ensure the effective utilization of FileNet Content Manager and maximize user adoption.  Systematic approach to software updates, ensuring proper version control and testing of minor function updates in a development environment before deployed to production.  Collaborate with Team leads to research & analyze, what the client requirement and align those needs that met the business solution with the IBM BPM.  Utilized IBM BPM to manage BPM process instances efficiently, including termination, deletion, and resumption as needed.  Employed Rest API to find the current state of files and move tokens within the BPM process, including stepping back as required.  Managed the workflow using HTML for modifying the documents, performing document quality checks with IBM Datacap, and subsequently uploading the verified documents onto IBM Content Navigator.

IT Support

NTT India Pvt. Ltd•  September 2018 - April 2021

Worked on the PNB project for PNB – Delhi, which indicates involvement with Punjab National Bank and its IT support requirements.  Reviewed daily, weekly, and monthly reports to ensure that the team's productivity consistently achieved a target of 98% of the SLA.  Performed network device installations, configurations, and updates, adhering to industry best practices and security standards.  Handled incoming service requests, incidents, and inquiries from Circle Offices and Zonal Offices through various channels (phone, email, ticketing system) to ensure timely resolution and high customer satisfaction.  Resolved over 1,000 escalated tickets within a month, achieving an 100% success rate compared to previous records.  Analyzed network performance, actively identify potential issues and implementing preemptive measures to reduce downtime.  Collaborated with network engineers and other IT teams to escalate and resolve complex network issues.  Conduct end-user training sessions on network-related topics to promote self-service and improve user knowledge.  Defined strategic goals and aligning systems, departments, technology, and processes are crucial steps in achieving organizational targets.

Senior Associate

NTT Data•  December 2015 - August 2018

Processing Financial, Non-Financial and New Business requests for Life & Annuity. It’s an US-based Process.  Conducting research and processing requests while working with multiple screens and applications.  Interacting with clients' agents via emails to handle requests and ensure customer satisfaction.  Validating member, provider, and payment criteria for clearing pending claims based on defined guidelines.  Maintaining productivity goals, quality standards, and prioritized daily work.  Developing and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the team.