1. Tushar Bhilare
Phone: 9960965754 E-mail: tushar_bhilare@rediffmail.com
Objective:-
To associatewith an organization thatprovides me an opportunity to show my proficient skills,to
improve my knowledge with the latest trends and to be a partof the team that works dynamically towards the
growth of the organization.
PROFILE SUMMARY
Experience:
1) Technical Lead - Application/Production Support.:Cognizant Technology Solutions,Pune (Sep 2012 –Till
Date)
2) Senior Software Engineer: Infosys BPO Limited (Technology Solution Optimization)
(Aug 2006-to-Sep 2012)
Snap Shot:
 Overall around 9 years of experience of which 8.5 Years of experience in production supportservices.
 Sound knowledge to handlethe Production & Support activity with Onshoreand Offshoreteams.
 Experience in Application supportin Production environment for web-based applicationsand windows
applications.
 Have managed the offshore transition KnowledgeTransfer (Vendor-to-Vendor KT) over in Cognizant.
 Good knowledge about ITIL processes and to handlethe production supportprojects New
Implementation (Release Management), Change Management, and IncidentManagement.
 Actively involved in Production Release and PostImplementation Support.
 Excellent troubleshootingand user-interaction skills.
Awards and Certifications:
 ITIL-V3 foundation Certified -2011
 Received Associate of the Quarter award for Cognizant in 2011 & 2012.
 Received Professional and Proactive approach award from Clientin Cognizant project-2012.
 Received Best team award in the year 2012 in Production & Support area.
 Completed (JMLP) Junior Management Leadership Program(Diploma in Management) from Weschool
Welingkar Education (Distance Education) – Infosys BPO LTD
 Winner for University Level Paper presentation Competition.
 ClientAppreciation for resolvingCritical Application Issuesin InfosysLTD & Cognizant.
 Spot and Extra Miler Awards in Infosys
 Won Individual Extra Miller Award, RAMP Award & SPOT Award in the Infosys LTD.
IT SKILLS
Technical Skills:
 OperatingSystems: Solaris,Windows 2003.
 Database: Oracle10g,SQL Server 8
 Scripting:Shell Scripting.
Tools:
 Remedy /Service Now for Incident, Problem and Change Management.
 BMC Control-M (for Job Scheduling
 Toad, sql server management studio
 Putty for Unix , , Citrix
 BankingApplications
 JMS, XMLSPY, Exception Manager, Toad, Uverse Tool, XMLSPY

2. 2
Key Assets:
 Versatile team player and Quick learner
 Simpler, smart and positive attitude towards any work at hand.
 Aptitude for shouldering responsibility as in a team or an individual.
 Demonstrated Project Management skills with extensive exposure to broad range of team management
activities and thrive on working in a challenging environment.
 Can be relied upon to ensure that projects within areas of specific responsibility are completed in a timely
manner.
WORK SUMMARY
1) Company: Cognizant Technologies Solutions, Pune (Sep 2012 – Till Date)
Working as Shift Lead/L2 SME for LCDB & IT4IT application.
Technology involved in the project is PLSQL (Oracle),SQL (Oracle) and UNIX (Shell Script)
Responsibilities include:
Currently working as Shift Lead/L2 SME for IT4IT and LCDB application.
 To prepare the shiftRota for the team and manage/distributethe work within the team and various shifts.
 To make sure that Standard operating procedure (SOP) and Knowledge Basearticles (KB’s) areused and
updated for the various applicationsteamon time.
 Application Support,Clientinteractions and Batch monitoring for IT FinanceApplications.
 Involved in production Support team and Issuefixingand testingsolved many critical issues
 Involved in clientmeetings/user escalationsand makesure that team addresses any escalation promptly and
fix the issues on time.
 Liaisewith Hub Manager to maintain and improveOperations and Support procedures.
 Publish Serviceimpactnotificationsto stakeholders in the event of delay of deliverables.
 Ensure all relevantimplementation and supportprocesses are adhered to ITIL guidelines.
 Makingsure that the L1 team is trained on the Issues handled by them and the issueis adequately
documented under FAQ for Knowledge management.
 Plan weekend maintenances for creatingpartitions and doingpurge of data.
 Responsiblefor managingand executing important quarterly/yearly activities likeDR,Power down, etc.
 Develop effective relationships with other business units and teams,the Service Desk and infrastructure
personnel to facilitatethe highest level of serviceto clients.
1.1) Budgeting & Allocation Application – IT-Enterprise Manager (ITEM)
Role : L2 SME /Tech lead
Domain/Client : BankingFinancial service(CreditSuisse)
Technologies : Control-M, Oracle,MicrosoftTechnologies
Duration : Sep 2012 – till date
Team Size : 4
Description: ITEM is a strategic system, which allocates information technology (IT) expenses to front officecost
centres, provides costrelated transparency for each activity (applications,projects and infrastructure).It manages
and stores the reporting functionality for confirmingall ITcosts.ITEnterpriseManager (ITEM) is an application,
which combines an application management console,graphical analytic tools,accessmanagement and reporting
modules of ITCT. ITEM provides centralized access to applications like GAD (Global Application Development)
Allocations,GTI (Global Technology Infrastructure) Allocations,Activity Catalog,Time@, and Time & Activity
Reporting.

3. 3
Responsibilities include:
 Perform Trail Run for ITEM & Support Actual Run activity for ITEM.
 Complete different workflow to allocatebudget for the business
 Application management console, access management and reporting
 Resolve errors duringthe Trail/Actual run by checkingthe Stored Procedure/ Packages
 Reports recoveries from databaseafter Actual run and provide the same to business.
 Contact business partners in order to get the impact/clarification of the issue.
 Production supportactivities likedisaster recovery activity,implementing process improvement and process
automation.
1.2) IT4IT applications.
Role : L2 SME / Team member
Domain/Client : BankingFinancial service(CreditSuisse)
Technologies : Control-M, Oracle,MicrosoftTechnologies
Duration : Sep 2012 – till date
Team Size : 20
Description:
IT4IT projecthas 19 applications under the ITSM (ITService Management system) framework for Credit Suisse.
These applicationscater to different departments of Credit Suisse.IT4ITProduction Support team is setup to
deliver IT services to these departments. Services are offered to the customers as per the Service Catalogueand
the performance is monitored through agreed SLA.
IT4IT application production support,teammaintains and supportglobal IT4ITapplicationslikeTime@CS,
ProjectWeb, IT Answer base, IT EnterpriseManager, CATI, CA-Sprint, SDLC+ Work bench, Archer, IT Risk,Global
Readiness Tool etc. all these application areon Microsofttechnologies for front end and backend is either on
Oracle10g.
Roles and Responsibilities:
 Managingthe application related user queries and incidents.
 Involved in Weekly/Monthly/Yearly activities.
 Involved in Crisis calls(Crit-SitManagement) for the applications.
 Apart from shiftlead activities,workingas SMEfor five applicationsunder IT4ITs cope.
2) Company: Infosys BPO LTD, Pune (Aug 2006 –Sept 2012)
Worked as a Process Specialist(Application/Production Support) in Infosys Ltd
2.1) Merlin/National Teller:
Role : L2 SME
Domain/Client : BankingFinancial service(Retail Bank)
Technologies : PL-SQL Developer, Toad, Incident management, Change management, UNIX, Banking
Applications,Windows,Teradata
Duration : July 2009 – Aug-2012
Team Size : 10
Description:
Merlin/National Teller is application used by Tellers of Bank of America (BOA) to perform daily activities.These
applicationscater to different departments of BOA to perform daily activities.
Merlin Teller system is used to accept deposits,conducts withdrawals,sell consignmentitems and complete
various transactions.FollowBankingCenter Control Regulations,includingcash limits,foreign currency handling,
safety procedures and training,consignmentand marketing inventory.
Maintain the referral goal of two qualifyingreferrals a day and one creditcard acceptancea month.

4. 4
Roles and Responsibilities:
 ProvidingLevel 2 supportfor the front-end applications Merlin Teller and BCT group
 Supporting Backend application (OSI) and BCT application group channel.
 Workingon different Tools & DatabaseE.g. Merlin Teller, Maximo, Citrix, and Teradata.
 Maintainingthedatabase& design Queries and solvingissues related to database.
 Develop solutions for correctingapplication issues through investigation.
 Ensure the applications runningproperly.Coordinatewith onsite/offshoreteam & business associates.
 Contact business partners in order to get the impact/clarification of the issue.
 Scheduling,runningand monitoringthe batch jobs,and also resolvingthe errors
 Certify all application after any releaseor any DB server change.
2.2) Order Management-Production Support:
Role : Team Member - Order Management-Production Support
Domain/Client : Telecom (AT&T)
Technologies : PL-SQL Developer, Toad Incidentmanagement , Change management, UNIX, JMS,
XMLSPY, Exception Manager, Toad, Uverse Tool, XMLSPY
Duration : Oct 2007 – July-2009
Team Size : 8
Description:
AT&T is the leadingTelecom provider in US. Orders can be received from businesses,consumers,or a mix of both,
depending on the products.Offers and pricingmay be done via catalogs,websites,or broadcastnetwork
advertisements.
Roles and Responsibilities:
 Worked on Order Management Group for US Telecom Company.
 Worked on Different tolls like JMS, XMLSPY, Exception Manager, Toad, Uverse Tool etc.
 Check the orders for different services provided by clientand design queries to process the orders.
 Design and Modify request XML using XMLSPY and then route the requests.
 Analysis of Errors & Design the Query for Error Resolution.
 Worked with different Bridge lines like SDP-OMS Bridge, E&F Bridge, P&A Bridge for resolvingthe error
occurred duringOrder Flow
 Workingon Exception Manager, High priority Orders, Escalated Orders with different teams from Order
Management Group.
2.3) Technical Support Executive:
Role : Team Member - Technical SupportExecutive
Domain/Client : Telecom (Verizon – DSL)
Technologies : LAN, WAN, TCP/IP Windows,Networking, Remedy, ClientApplications
Duration : Aug 2006 – Oct-2007
Team Size : 20
Description:
DSL, or Digital Subscriber Line, is a type of technology that connects the user to high-speed Internet
bandwidth connections acrossa telephone network.
Roles and Responsibilities:
 Handling& Troubleshootingon Network (ISP) Issues (LAN, WAN, TCP/IP & Desktop)
 Promoted as Level 3 Executive & Floor Supervisor
 Basic configuration of modem, router, NIC (Ethernet & wireless ) & Email Clients
 As a floor supervisor provideadvancetechnical supportfor subordinates on floor.
 Maintained High Quality performance & good records
 Escalatenetwork related issues & followup with network team
 HandleEscalated issues & followup with customers until issues isresolved

5. 5
Personal Details:
Date of Birth : 24 Dec 1984
Nationality : Indian
Marital Status : Married
PassportNum : G4980964
Languages : English,Marathi,Hindi
Hobbies : PlayingCricket,Internet surfing
Present Address : Flatno 1205,C- Building,River Residency, Gat No -90, Chikhali,Pune- 411062
Permanent Address : At Post- Bhilar,Tal - Mahabaleshwar, Dist- Satara.Panchgani –412805
Educational Qualification:
Degree/Exam College/School/University Year of Passing Percentage
Diploma in Management Weschool Welingkar Education (Distance Learning) Feb-11 65.41%
B. C. S YCIS Satara – Shivaji University Kolhapur May-06 60.17%
H. S. C KVM Wai - Shivaji University Kolhapur Feb-02 51.67%
S. S. C HRHS Panchgani - Shivaji University Kolhapur Mar-00 60.53%
I hereby declarethat the above information is authentic to the best of my knowledge and belief.
Place:Pune Tushar Bhilare