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Summary

Professional Profile

 

ITSM Professional with 9 Plus Years of Experience.

ITIL® 2011 Expert, Prince2® Foundation, Certified Scrum Master, Six Sigma Yellow Belt Certified.

 

An accomplished IT Service Management Professional with an Extensive Experience in Entertainment, Manufacturing, Finance and Education Industries.

Nine Plus Years of Experience within IT Support/Enabled Service with Six Plus Years of ITIL / ITSM Framework Application Experience.

  • Ability to prioritize and multi task working in busy environments
  • Dedicated to deadline commitments
  • Confident working independently or in a team environment
  • Well-developed verbal and written communication skills.
  • Seasoned Professional with Diverse Experience in applying ITIL Disciplines (Change, Release, Incident and Problem)
  • Experienced in coordinating with Internal Support Teams to Expedite the Resolution for Major and Critical Incidents.
  • Implemented SIP for projects which needed improvement.
  • Experienced in Co-ordinating Problem Management Process (Root Cause Analysis and Permanent Fix) with Internal Support Teams and outside vendors.
  • Experienced in coordinating, negotiating and motivating outside vendors and off-shore resources in support of time line and IT project deliverables.
  • Excel at communicating the accurate report and information regarding on-going projects and initiatives.

Core Competency:

  • Service Operations and Delivery
  • ITIL Process
  • Incident/Problem/Change Management
  • IT Service Management
  • SLA and Escalation Management
  • Client and Stakeholder Relationship Management
  • Continuous Service Improvement
  • Service Desk Operations.

Education

20132015

Bachelor of Computer Applications

Shobhit University
20022005

Diploma

M.S.Ramaiah Polytechnic

Certifications

Dec 2010Present

ITIL® V3 Foundation

BCS
Jul 2013Present

ITIL® 2011 Planning, Protection and Optimization (PPO)

EXIN
Aug 2013Present

ITIL® 2011 Service Offerings and Agreements (SOA)

EXIN
Apr 2013Present

ITIL® 2011 Release, Control and Validation (RCV)

EXIN
Mar 2013Present

ITIL® 2011 Operational Support and Analysis (OSA)

EXIN
Sep 2013Present

ITIL® 2011 Managing Across the Lifecycle

EXIN
Sep 2013Present

ITIL® 2011 Expert

EXIN
May 2013Present

Prince2® Foundation Examination

APMG
Oct 2013Present

Certified Six Sigma Yellow Belt

Accenture
Mar 2014Mar 2016

Certified Scrum Master

Scrum Alliance

Work experience

Apr 2014Aug 2014

IT Operations Senior Analyst

Accenture India Private Limited

Problem Management:

-Managed the lifecycle of Problem Tickets for the Client

-Monitoring open problem tickets to correlate similar problems and Identify overdue problems

-Chaired and Managed Problem Review Calls

-Problem prioritization using FMEA-Ensured RCA Documentation within the SLA period

-Ensured and Governed ITIL Process Compliance

-Notifying the participants in the Problem Management process when standards and procedures are not being followed

Incident Management:

-Managed Incident Queue for the Client

-Co-Ordinated Major and Critical Incident Activities ensuring client satisfaction

-Ensured Incident notifications are sent to the client within the SLA period

-Joined and actively participated on Technical and Management Bridge calls by owning and driving incident resolution call

-Managed Service Levels to meet the SLA targets

-Actioned/Addressed Alerts/Events received within the SLA period

- Incident Quality and Process Compliance

-Incident Resolution Confirmation and Communication

-Co- Ordinated post Incident review-Analyse Incident trends and create problem tickets where appropriate

Change Management:

-Managed Change Schedules

-Communicated Change Schedules

-Calculating the risks involved in the change

-Co-Ordinated Change Approvals

Reporting:

-Prepared Monthly Service Review Report

-Prepared Monthly PBI Review Report

-Prepared Weekly Incident Report

General Responsibilities:

-Managed a Team of 8 members

-Liaising with UK counterparts and provide status updates about Incident, Problem and Change Tickets

Nov 2012Mar 2014

Senior Associate

QSource

Problem Management:

-Managed the lifecycle of Problem Tickets for the Client

-Monitoring open problem tickets to correlate similar problems and Identify overdue problems

-Chaired and Managed Problem Review Calls

-Problem prioritization using FMEA

-Ensured RCA Documentation within the SLA period

-Ensured and Governed ITIL Process Compliance

-Notifying the participants in the Problem Management process when standards and procedures are not being followed

Incident Management:

-Managed Incident Queue for the Client-Co-Ordinated Major and Critical Incident Activities ensuring client satisfaction

-Ensured Incident notifications are sent to the client within the SLA period

-Joined and actively participated on Technical and Management Bridge calls by owning and driving incident resolution call

-Managed Service Levels to meet the SLA targets-Actioned/Addressed Alerts/Events received within the SLA period

- Incident Quality and Process Compliance

-Incident Resolution Confirmation and Communication

-Co- Ordinated post Incident review

-Analyse Incident trendsand create problem tickets where appropriate

Change Management:

-Managed Change Schedules

-Communicated Change Schedules

-Calculating the risks involved in the change

-Co-Ordinated Change Approvals

Reporting:

-Prepared Monthly Service Review Report

-Prepared Monthly PBI Review Report

-Prepared Weekly Incident Report

General Responsibilities:

-Managed a Team of 8 members

-Liaising with UK counterparts and provide status updates about Incident, Problem and Change Tickets

Jul 2011Nov 2012

Operations Specialist

IBM

-Managed Incident Queue to meet the SLA targets

-Infrastructure and Server Monitoring using Tivoli Monitoring Console and Netcool Monitoring Console

-Co-Ordinated Major and Critical Incidents

-Actioned and Addressed Alerts/Events received

-Ensured Incident Quality and Process Compliance

-Co- Ordinated Problem Management Activities

-Co-Ordinated Change Management

Feb 2009Jul 2011

Technical Helpdesk Analyst

Affiliated Computer Services, A

-Provided Enterprise Technical Helpdesk Support to End Users via Phone and Email

-Managed Incident Queue-Created, Modified, Assigned and Resolved Incident Records

-Created Change Records

- Maintained SLA and Quality ensuring client satisfaction

-Assisted Users with Access Requests, Enterprise Application Issues, Password Resets, Usage Queries

-Provided Remote Desktop Support

-Co-Ordinated Incident Resolution with appropriate teams

-Maintained Technical Documentations and Trained New Joiners

-Attended Daily and Weekly Calls

Oct 2007Dec 2008

Technical Support Engineer

Tutor Vista

-Provided Remote Technical Support to Users, Teachers and Pre-Sales Customers

-Managed Incident Queue

-Co-Ordinated Incident Resolution with appropriate teams

-Maintained Quality as per SLA

- Maintained Technical Documentation and Trained New Joiners

-Documented Software Defects and Reported to Developers

-Worked closely with the Developers on Defect Prevention

-Tracked Defect Resolution and Reported Success

-Implemented and trained the usage of many tools like Team Viewer, Logmein, Goto Meeting

-Played major role in contribution to the software stability

-Handled a Team of 6 Members during last 6 months of my tenure

-Provided Technical Support Training and Inputs to Customer Support

May 1999May 2002

Service Engineer

Reckon Enterprises

-Hardware and Software Troubleshooting

-Pre-Sales Support and Client Interactions

-Promotions

-Sales and Marketing

(Not a Registered Firm)