1. Paul S Francis
Email: actsofpaul@gmail.com
Mobile: 91-9052308708
Objective:
Looking to be associated with a highly challenging environment, to utilize my potential and exhibit my talents, or work
within a team to take the organization to the next level at high speed
Professional Summary:
Work experience of 6 years 1 month in the Technical Infrastructure Support, IT Operations, Network Management,
Service Delivery and Incident Management & Service Desk Management.
Domain level administration with strong analytical, problem solving & organizational abilities, posses’ a flexible &
smart working attitude.
Combine a natural passion for excellence in customer advocacy with the technical background, skilled at applying
continuous quality/service level improvement concepts.
Work Experience:
Technical Analyst - Support
Oracle India Pvt. Ltd 30th
Oct, 2014 – till date
Responsibilities in the role include:
• MOS Portal assistance (MOS registration, account and access, Knowledge Management, SR Profile, MOS
usability, Mobile MOS, etc)
• License related issues
• Acquisition and entitlement (Entitlement entry, Welcome Letter, etc)
• General support questions
• Facilitating resolution of contract and fiscal inquiries, as well as consulting requests and sales leads
• Customer Situation Assistance requests
• Service Request Handling Instructions
• Business Continuity Process Management
• Orion UAT tests
• Creating new service requests for customers via the phone
• Handling call backs on existing SRs, eg. Escalation requests, changing SR severity, etc.
Achievements:
• Oracle Diagnostic Methodology certified
Consultant
Sutherland Global Services 4th
Oct, 2010 – 8th
May, 2012
Responsibilities in the role include:
• Providing third level technical assistance for all network, Virus and computer configuration oriented issues
for At&t Connectech subscribed customers
• Handling Supervisor calls for any escalations
• Assisting associates with technical queries and making sure they adhere to process guidelines.
• Participate on calibration calls to maintain and upload process guidelines and knowledge base
• Monitor and Maintain real time service level queues.
Sr. Technical Associate
B A Continuum Solutions (subsidiary of Bank of America) 14th
August, 2008 to 25th
June, 2010
Responsibilities in the role include:
Service Desk Management
• Handling technology related calls for Business partners across Globe
• Network Administrator for ASIA domain
• Troubleshooting Banking applications, VPN connections , File and printer configuration

2. • Managed Secure messaging mailbox in assigning email workload to team
• Training new team members on the process and banking technology and applications
• Participate on Bridge calls to report and identify major outages on network/applications
• Uploaded Process Documents and guidelines to knowledge base
Incident Management
• Extract and review all open incident tickets
• Sending out case aging report on all pending incidents to team and management on daily basis
• Analyze and provide assistance on pending issues and reassign to the right queue, if required
• Confront all incident tickets assigned to the technical desk queue
• Monitor real time cheque scanning machines and report major outage and escalate in time
Achievements:
• Bagged The ZEAL Award as the Best Performer in the month of March 2009
• Pride and recognition award heading technical department
• Successful completion of a real time project to improve the time frame of a job using the Six Sigma tools.
Customer Service Portal
SITEL India Pvt Ltd 29th
May, 2007 to 01 August, 2008
Responsibilities of the role include:
• Handling tier 1 technical support calls for Bell Canada (internet service provider)
• Troubleshooting on desktop and laptop computers to configure Email, Broadband, Dial Up and Wireless
Internet connections
• Troubleshooting and Configuring Modem, Routers and other Wireless devices
• Initiating to Upgrade current plan and cross selling of antivirus and other value added services to customers
Technical Knowledge:
• Microsoft Windows Server Administration
• Microsoft Exchange/ IMAP, POP servers
• Windows and Mac Operating Systems and Hardware troubleshooting
• Microsoft Office Applications
• LAN and Wireless Network troubleshooting
Educational qualification:
• Graduated in Bachelors of Science (Computer maintenance and Engineering) year 2007 from Loyola
Academy, Secunderabad.
• Intermediate education (Mathematics, Physics, Chemistry) year2003 from Wesley Junior College,
Secunderabad.
• Secondary school certificate from St.Ann’s High School, BHEL, R C Puram, Hyderabad in the year 2000.
Personal Information:
Full Name : Paul Sandeep Francis
Father’s Name : John Francis
Gender : Male
Nationality : Indian
Marital Status : Married
Languages Known : English, Telugu and Hindi

3. I here declare all the information given above is true to the best of my knowledge and I bear the responsibility for the
correctness of the above mentioned particulars.
Date: Paul Francis