Terence Dsouza

Background

About Terence Dsouza

ITIL certified. • Managing a mid-sized IT Help Desk Team, Incidents and Problem Management support. • Testing of various projects to introduce new applications/software’s as per the clients’ needs. • Solving technical problems and providing technical consultation / assistance within the team and to other teams and clients for troubleshooting problems in the existing systems. • Creating Incidents in the Remedy application for technical issues and resolving it or assigning them to the appropriate teams for their appropriate action on the issue. • Sending the Project Testing Analysis to the On Shore team for their review before giving the closure report to the Project Testing / Handling team. • Working on various Adhoc requests by extracting the requested data from DB2, SQL, Mainframe and even SAP data where-ever required. • Record, monitor progress and provide 1st level support on Incidents and Service Requests in ticketing tool. • In order to confirm whether the data extracted from the Mainframe Application is correct, we extracted the same data from SAP GL Data and matched it with the Mainframe Data before sending our analysis to the requestor / client.