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Manjeet
mahluwal@yahoo.com
347-439-2285
New York, NY 10001
Senior Technical Support Engineer
33 years experience W2
3
Recommendations
Average rating
74
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Summary

  • Manjeet Ahluwalia has been working in Administration/Support and Development of Core Remedy and BMC Product suite for 20+ years.
  • She has worked with many large customers before and while working in BMC.
  • She is highly effective in troubleshooting and maintenance of complex systems and can deliver valuable service to mentor and lead the team in implementing automation enhancements and process improvements.
  • ITIL V3 Certified and Various BMC Certifications for ARS, CMDB, ITSM, SRM, MYIT, Smart IT Administration, Development and Support.
  • BMC Remedy ARS/ITSM/CMDB/SRM/DWPA/Smart IT, Spoon, Smart Reporting, SaaS/Cloud Computing (Remedy On Demand), ServiceNow, Windows/Linux, Java, JavaScript, XML, SQL Server/Oracle, PL/SQL, Microsoft Word, Excel, PowerPoint, MS Project, Configuration Management tools, Requirements Analysis, Business Analysis.
  • Senior IT Professional with a demonstrated history of working in the Information technology and Services industry. Skilled in Enterprise Software, Saas, latest tools and software applications.
  • Experienced Professional with a Master of Science (M.Sc.) in Computer Science.
  • Great communication skills working with all levels of organization, customers, partners and vendors.
  • Ability to prioritize, multi-task, and perform effectively under pressure.
  • Ability to lead and carry out projects efficiently and meet deadlines.
  • Committed and dedicated to achieve excellence by learning new technologies.
  • Helps Organizations by adding value and drive business value realization.
  • Ensures that the implementation of tasks complies with documented support standards and provides a high level of customer satisfaction

Experience
Senior Technical Support Engineer / Premier Support Engineer / SaaS Engineer
Information Technology
Oct 2008 - present
Nyc, NY
  • Worked in various roles providing technical and non technical support to enterprise
    customers assisting on issues in Installation/Upgrades/Configuration/Use/Integration of BMC Remedy Products ARS, ITSM, CMDB, SRM, DWPA, Smart IT and other BMC Products and
    solutions.

Premier Support Engineer:

  • Worked as Premier Support Engineer working with technical and management contacts from dedicated customers, understanding their Organization and roles.

  • Went on Customer Site Visits to help the customer understand and achieve the best value from using BMC Remedy Products.

  • Helped in Premier service renewals Built strong relationships, worked as customer advocate to ensure timely completion of their projects and deliverables.

  • Participated in daily calls for any customer escalations and critical issues and worked as a team to guide successful completion of agenda items.

  • Gained highest customer satisfaction consistently. Maintained Customer mockup labs and in-house installations to be able to reproduce customer issues and worked with BMC engineering and other support teams to help get the customer timely resolution to their reported issues.

  • Recommended Best Practices, Documented Root Cause Analysis and all activity notes in issues reported. Contributed to knowledge Base and mentored other team members, Shared knowledge by presenting in team meetings and provided case updates, insights and information/reports needed by management.

  • Communicated well by analyzing and translating technical concepts into business terms and also mapping business requirements into expected customer outcomes. Learned new features in upcoming releases in BMC Products, by keeping aware of the Products roadmap, learnt new tools and technologies in order to help the Business and Customers.

  • Facilitated communication between customers and BMC Product management when needed.

  • Conducted Health Checks and provided Health check documents to help Premier customers keep their environments in check.

  • Worked with Professional services contacts as a team to ensure any hurdles in timely completion of the projects are handled efficiently and in a timely manner.

  • Worked with Sales team and Account Managers to help maintain highest level of satisfaction for the Premier Service Offering.

SaaS/Remedy On Demand Engineer:

  • Worked as a Senior engineer in BMC SaaS - Remedy on Demand Team learning all tools
    and technologies and providing highest level of support to Remedy On Demand customers.
    Involved in Disaster Recovery project for the environments for SaaS Customers.

Senior Technical Support Engineer:

  • Worked as Senior Technical Support Engineer in different Product Support teams. Excellent
    knowledge of ARS, ITSM, CMDB, SRM/DWPA.
  • Consistently try to provide proactive guidance to customers to avoid risk, also advise them on BMC Software solutions, product integration, roadmap and strategic mission.
Database Upgrades Microsoft Excel SaaS Disaster Recovery BMC Remedy CMDB ITSM Mockup Technical Support Business Requirements
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References
Average Rating

2 recommendations
Sr. Programmer Analyst / Business Analyst
Information Technology
May 2001 - Oct 2008
Bethpage, NY
  • Team Lead, Remedy Developer/Administrator, Java developer, JavaScript, Perl Programming, Shell scripts, Unix/Linux, Windows, MS SQL, Oracle PL/SQL Development, Web services.
  • Crystal Reports, Business Objects, Managing Large customer databases.
  • Installation/Upgrades/Configuration of Enterprise Software.
  • Requirements Analysis, Project Management, Configuration Management, SDLC, Supported In-house Remedy Custom applications, training users, presenting to Management/ Stake Holders/ Sponsors.
  • Managing Project plans to ensure technical deliverables are on time and ensure highest quality and accuracy.
Business Analysis Crystal Reports Java JavaScript Linux Oracle SQL BMC Remedy Configuration Management Database Upgrades SDLC Shell Scripts
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Technology Consultant
Information Technology
Jun 2005 - Aug 2005
Nyc, NY
  • Helped in ongoing projects in Remedy, Dealt with Vendors to install, upgrade, configure Enterprise Software and applications.
  • Contributed new ideas to the team to help them understand and Administer/Use the applications efficiently in order to realize the best value provided by the Software
BMC Remedy
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Technology Consultant
Information Technology
Oct 2000 - May 2001
Nyc, NY
  • Developed large scale complex custom applications i.e Help desk, to be used by internal and external customers.
  • Created Reports for management to understand data trends and data sets to help in future business strategy and scaling of the environments.
  • Helped management in decision making by comparing multiple vendor applications/tools and understand which will provide the best value according to the user base, business requirements and existing and possible new integrations to existing systems.
  • Worked in a large team setting, Provided technical support to the whole team using various technologies. The applications were well received by customers and sponsors.
Business Requirements Technical Support
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Software Engineer / Business Analyst
Information Technology
Jun 1997 - Oct 2000
Westbury, NY
  • Worked in C++ Development and Remedy Enterprise Software.
  • Worked in various projects to develop/manage/maintain inhouse applications.
  • Provided support to internal and external customers.
  • Communicated with various teams to integrate in-house systems to reduce duplicacy of data and transparency between systems.
Business Analysis C++ Software Engineer BMC Remedy
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Programmer Analyst - Software Pre-Sales
Information Technology
Sep 1994 - Sep 1996
Central Islip, NY
  • Created Demo applications in Windows 4GL, FoxPro and Dbase/SQL to create front end GUI.
  • Developed in house applications using Using Graphics tools, Unix, Microsoft Windows.
  • Worked in a Large team setting.
  • Shared Information and Ideas by creating presentations.
  • Followed Software development life cycle and used Configuration Management Systems to manage code and iterations of Software development
SQL UNIX Windows Configuration Management FoxPro
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Programmer
Information Technology
Mar 1993 - Sep 1994
Nyc, NY
  • Book Keeping/Accounting, Managing customer database, using Word, Excel, Created Software applications and migrated Excel sheets into database and created Front end GUI to help manage inventory, customer information and orders.
No skills were added
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Software Developer - Scientist 'B'
Information Technology
Apr 1991 - Dec 1992
  • Class B Scientist working on IT Projects from DRDO, India.
  • Projects involving database/SQL, Graphics design, Game Design, C. Basic, Fortran, Cobol, Dbase, Direct Report to Director, ISSA Delhi, India
Project Management SQL Cobol Graphic Design
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Programmer Analyst/IT Instructor
Information Technology
Jul 1988 - Dec 1988
  • IT Instructor teaching Software Development methodologies and Programming to students.
  • Creating lab projects, assignments. Assessing Students Progress and Reporting Grades to help them achieve certifications.
No skills were added
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Edit Skills
Non-cloudteam Skill
Education
Master's in Computer Science
J K Institute of Applied Physics and Technology, 1989 - 1990
Bachelor's in Computer Science
Delhi University, 1985 - 1988
Skills
BMC Remedy
2021
22
Database Upgrades
2021
19
Business Requirements
2021
12
Technical Support
2021
12
CMDB
2021
11
Disaster Recovery
2021
11
ITSM
2021
11
Microsoft Excel
2021
11
Mockup
2021
11
SaaS
2021
11
SQL
2008
11
Business Analysis
2008
10
Configuration Management
2008
9
Crystal Reports
2008
7
Java
2008
7
JavaScript
2008
7
Linux
2008
7
Oracle
2008
7
SDLC
2008
7
Shell Scripts
2008
7
C++
2000
3
Software Engineer
2000
3
FoxPro
1996
2
UNIX
1996
2
Windows
1996
2
Cobol
1992
1
Graphic Design
1992
1
Project Management
1992
1
Analysis
0
1
BMC Digital Workplace
0
1
Business Development
0
1
Cloud Computing
0
1
Contract Negotiations
0
1
Enterprise Architecture
0
1
ERP
0
1
ITIL
0
1
Marketing Management
0
1
Microsoft Office
0
1
MS Project
0
1
mSQL
0
1
Requirement Analysis
0
1
ServiceNow
0
1
SOA
0
1
Solutions Architecture
0
1
SQL Server
0
1
Strategic Planning
0
1
Team Build
0
1
WebServices
0
1
XML
0
1