Prashant Bansal

(C-3, Flat no. 102. Ganga Constella. Kharadi. Pune)

email: prashant.vsnl@gmail.com, Mob : +91-9372342368)

Objective

I am a B.Tech Graduate presently working with Euronet India as a Senior Technical consultant
(Project and Service Delivery and Operations) + Role of problem manager with good theoretical
concepts looking for a position in an organization where I can put in best the knowledge I have gained and
bring out the best of me and fulfill my strive for new technologies through learning and grow up as a
technical and process expert.


Skills

Certifications : ITILv3 foundation in IT service management
IT Service management foundation based on ISO/IEC 20000

Domain Concept : Electronic Fund Transfer Domain experience in switches ( ex: Postilion) for Cards (Credit and
Debit Cards) and ATM area including VISA (BASEII) settlement and Master Card Clearings.

Platforms : Windows NT/2003 (Professional/Server).

Database : SQL Server 2000 and 2005 and Sybase

Hardware : Fault Tolerant Stratus Servers, HP Proliant Servers, Cisco

Application Expertise : Postilion ( This application is a product of S1 and is a solution for end to end plastic card
processing) and Jira ( Change Mangement System).

Others :
Strong Networking Concept.
Aptitude for Online Customer Handling and Interaction that includes LIVE Problem.
Handling/Analysis and Trouble Shooting, excellent problem solving skills, Excellent
Verbal & written communication skills.
Managing Delivery, Design and Technical Analysis of EFT Projects in co-
ordination with client and vendors.
Handling CAB meetings and Managing change management.
Managing Problem Management ( end to end as described later in job
responsibilities).
Work under pressure and handle difficult & escalated customer situations with
diplomacy & tact.
Working on Case-tracking tools like CLARIFY/GO-TO ASSIST.
Worked on Various remote desktop sharing tools like GO-TO MY PC /VNC Viewer.
Comfortable with support resources like knowledgebase, WIZDESK, Electronic
Repository.
Stress testing & Regression Testing using tools like VTS(Visa Test System), Master
Card Stimulator etc
VMware Installation and administration
Worked for process improvement using quality tools like Lean , Kintana etc





Attended Training for ITIL and implemented various solutions based on ITIL
concepts.

















Achievements and Awards

Awarded Employee of the year in Emoksha India
Awarded for best Support Engineer in VSNL for consecutive three months (Tata Indicom) Delhi.
Awarded Employee of the year ( 2009 2010) in Euronet India

Work Experience:

November 2008 Present

Currently working as Senior Technical Consultant and Problem Manager (Service Delivery) with
Euronet India and located currently in Pune,

Responsibilities and Role as Problem Manager:

Responsible for all Problem management activities and also has specific process responsibilities.
Responsible for identifying problems primarily from trend analysis of Incident data. Responsible for
addressing the root cause of failure and help in developing solution. Validate the request for
change. responsible for managing Problem Records through the Problem Management lifecycle
and together with the Root Cause Owner they perform a closure assessment of Error Records and
Problem Records.

developing and maintaining the Problem control process
reviewing the efficiency and effectiveness of the Problem control process
producing management information
Academic Background
YEAR COURSE Institute
2004
Bachelor in Technology
Mechanical
UP Technical University, Lucknow.





managing Problem support staff
allocating resources for the support effort
monitoring the effectiveness of error control and making recommendations for
improving it
developing and maintaining Problem and error control systems
reviewing the efficiency and effectiveness of proactive Problem Management
activities
Identifying Problems (by analysing Incident data, for example)
Investigating Problems, according to impact, through to resolution or error Identification
Raising RFCs to clear errors
Monitoring progress on the resolution of Known Errors
Advising Incident Management staff on the best available Work-around for Incidents related to unresolved
Problems/Known Errors
Assisting with the handling of major Incidents and identifying the root causes.
Identifying trends and potential Problem sources (by reviewing Incident and Problem analyses)
Raising RFCs to prevent the recurrence of Problems
Preventing the replication of Problems across multiple systems.

Service Portfolio Knowledge of ITIL/ITSM.

Good in Escalation Management and Focus in operational efficiency.
Excellent communication skills: Ability to effectively interact with people at all levels worldwide. Fluent
English language skills.
Excellent communicator in both spoken / written English including explaining technical concepts in non-
technical client facing language.
Influential, especially in environments where indirect (dotted) reporting lines only exist.
Excellent presentation and customer facing skills.
Team player: Ability to effectively interact with people at all levels worldwide.
Good in organizing meetings and driving the meetings.
Good in data and metric analysis and report generation.
Ability to work effectively in diverse, foreign, and multi-cultural environments.
Manages end to end Problem Management Execution.
Sticks to agreed deadlines for deliverables.


Responsibilities as an Senior Technical Consultant/Onsite co-ordinator:

Working as a Analyst/Onsite co-ordinator on Postilion project for the OMV client, interacting with the
CIO, Solution Architect and other platforms to design, deliver,build and implement the solution.

Managing ( technically and operationally) Postilion Application who is responsible for the Acquiring
and authorizing of fuel cards and Bank cards for one of the client who is giant in the field of oil and
fuel seller in Europe.

Excellent organizational skills with the ability to prioritize workload, multi-task in a fast pace
environment and maintain a flexible schedule based on changing demands






Implementing various projects, this involves continuous interaction with the business, service
delivery, technical delivery and System Test.

Provided production support for the POS stream and Coordinating testing and implementation of the
fixes.

Assist with, the design and maintenance of the Postilion System utilized for disaster recovery and
also participate in periodic exercises of fail-over system

Assist with compliance with all applicable regulations and industry mandates relating to data
security and customer privacy including PCI Data Security Standards (PCI-DSS)

Part of transition and training team and actively involved in Training, KAP, Secondary Support,
Primary Support and Steady state of the project

Understanding the business requirements
Creation of the project estimates.
Responsible for Taking care change management process
Contribute in process improvements.



GENPACT
Title: Senior Engineer Production Support
Start Date: October 2006November 2008
Customer: GE Money Bank - IT Shared Services Center
Team: 15 Members


Role: EFTElectronic Funds Transfer application: Postilion (product of ACI Worldwide)
administrator

Administer 24/7 real-time fault-tolerant ftStratus 3300 servers on Microsoft Windows 2000
Operating System for GE Money banks business in Europe (UK, Poland, Hungary, Denmark,
Russia, Ireland, USA and Czech) and ASPAC (India).

Configure GUI banking application called Postilion on country-specifications to administer
transactions at an ATM and POS (Point of Sale) terminal under GE Moneys PLCC (Plastic label
Credit Cards) businesses. It involves mapping the business credit cards range, the HSM
(Hardware Security Module) to ensure secured PIN verification (encryption/decryption on
network) of a credit card at ATM/POS terminal, mapping merchant (supermarkets terminal
identification) etc.

MS-SQL 2000 server to manage the Postilion application database through scheduled jobs, and
configure alerts to be sent on emails and mobile-phone for success/failure of SQL jobs.






Postilion also provides a stand-in authorization mode during any technical blip with the
VisionPlus application which updates the GEs legacy Mainframe server database. The stand-in
processed data is later updated by VisionPlus connectivity to the GEs mainframe server.




Responsibilities:

Responsible for Supporting and Conducting QAT , UAT and Functionality testing of various Banking
Domain Applications. Some of the Projects which I have Implemented are tested are mentioned below:

GE Money UK Credit Card Authorization System Migration.
GE Money Poland Introduction of Mastercards.
GE Money Denmark Introduction of Mastercard
Currently Working on Migration of EPS Net network to Bank Net Network of Mastercard for GE
Money.



Change management: Communicating with Stratus (ftStratus server vendor)/GE Money technical
groups through Change Request tickets on defined SLAs for scheduling any activity on the fault-
tolerant Production/DR servers in UK, Hungary, Russia, India, e.g. Updating the server with
latest patches after evaluating them through vendor based web-sites.


Service Request: Ensuring timely creation of Service Request tickets by IT Helpdesk (L1)
through an e-CRM web-based application Clarify12 and Kintana on defined SLAs, as
normal/urgent/Business Critical on Problem/Service or Project related Special case. Resolving
the SRs (as L3) on prioritization of open cases while simultaneously administering Real-time
application and coordinating with European technical teams

Technical systems : ftStratus 3300 server, MS SQL SERVER 2000 and Windows 2000 Advance
Server, Windows 2003 server, VMWARE ESX and GSX for development and UAT.

Monitoring: Creating daily System Performance report on MS-Excel format for all the Production
servers to capture any Critical event in Windows or the Application events, status of scheduled
SQL jobs, database space, server disk space, memory utilization and on real-time Postilions
components.

Facilitator: Managing a GE community website for business customers to access updated BSS
(Business Solution Specification) documents, country specific Monthly reports, Vendor contact,
Daily production server reports, Organization chart of the team, lined-up Projects etc.







Live-Project(s): GE Money India Dec 2006

SPOC (Single Point of Contact) to administer technical/operational matters of GE Money Indias
Production, test server with the Network/ Data Center/Security (L1, L2, L3) groups.

Use of Microsoft Remote Desktop access on Static IPs to administer India Production, test
server remotely, contact Stratus Asia Pacific region (ASPAC) for procurement of Disaster
Recovery (DR server). Interact with Project management team on any issue related to Business

Solution Specification, operational and technical grounds.

Supporting Lexel simulator while testing.



Overall learning:

Experience as Application Support Engineer, Strong in EFT (Electronic Funds Transfer) Concepts,
Windows 2000 Server, Installation and configuration of Servers/workstation over TCP/IP network, DHCP &
Computer Hardware.
Understood the network security scenario to remotely access Production server through Static IPs by
opening firewall Ports, accessing specific Internet web-sites on a set of LAN ids on specific Domain,
updating network team on real -time applicaton, servers status by tracert,ping command(s) on NAT IPs,
accessing server through PC Anywhere, and issues that occur on network.




September 2005-October 2006 EMOXSHA INDIA GURGAON. India.

Emoxsha Inc. based in Burlington, MA, comes from artificial intelligence background and have worked
together for several years at the world's leading AI firm specializing in manufacturing, COG, transportation,
security and business process re-engineering applications. They have recently expanded their operations
in India.

Role: Technical Support Engineer
Extensive working with Kronos Timekeeper Central and Work force Central products (HRMS
Softwraes) after getting trained directly by Kronos US Trainer.
Working with knowledge base tools, such as Emoxsha Wiz desk, Autonomy and other Knowledge
Acquisition tools.
Provide high Level Support on consultancy on Timekeeper Central and Workforce Central issues to
various corporate clients.
Terminal management and development of extensive support content to be used by a big team of
engineers at Kronos Facility, Chelmsford, MA, USA.





Working with case tracking tools such as Go-To Assist/Clarify.
Working with Citrix technology for remote desktop sharing such as Go-To My PC.
Building Electronic Repository for Kronos Timekeeper Central, Workforce Central, Connect software.
Building Electronic Repository for Oracles Error using eRep software.

Environment: Windows NT 4.0, Windows 2000 & XP, Workforce Central v5.0, Timekeeper Central v4.3,
Connect v2.0, Timekeeper/ Gatekeeper Terminals and all other Kronos modules.


June 2004-August 2005 VSNL, Delhi

Role: Technical Support Engineer

Operation & Maintenance of DSLAMS (Digital Subscriber Line Access Multiplexers), both ATM and IP.
Worked on Ericson and Lucent DSLAMs (IP based).
Also to provide technical support from backend for DSL Customers and DSL WAN operations using tools
like PEM (Public Ethernet Manager) NMS for Ericsson, EOD (Exceed on Demand) client-NMS for Lucent,
OCA (Order Control Application) client.
Also to solve DSLAM related issues of Sumitomo, Ericson and Lucent IP DSLAMs.


Being a member of the Technical Support Group (TSG) NOC team responsible for the configuration of
Lucent DSLAM, Ericson ECN 320 as well as Cisco 2950 switch.
Also presently exposure to Metro Ethernet Technology as member of Testing Team for our MAN
(Metropolitan Area Network) Access (Cisco 3750 switch) and Building (Cisco 2950 switch) nodes.

Winner, Best Technical Support Engineer award for three consecutive months
























Personal Details


Date of Birth : 14
th
March 1983

Fathers Name : Mr. Dinesh Chand Bansal

Gender : Male
.
Martial Status : Single

Place of Birth : Meerut (U.P.)

Hobbies : Traveling, Fitness Freaky, Watching Movies, Badminton and Table Tennis