Asset and Configuration Manager
Since January 2012
Asset & CMDB Planning. Asset & CMDB Process defining. Asset & CMDB Tools Implementation(Service Now) Asset & CMDB Process & SOP Documentation Asset & CMDB Audit measurements Frame work Asset & CMDB Process Steady State.
Lead – IT Asset and Vendor Analyst
December 2008 --- December 2011
Review incident, Problems, Change records requesting CMDB update, prepare respective change records to coordinate and implement the update activity Manage and mange external vendor relations within Operations Department. Help and coordinate vendor processes and methods to approve vendors. Develop and maintain reports to support Configuration Status Accounting Reporting Ensure to track, measure, report and evaluate vendor performance. Participate to formulate workflow processes, methods and policies for applying vendors.
Senior Executive – IT Service desk
September 2006 --- December 2008
As a Floor Lead was responsible for meeting team metrics consistently and the task primarily revolved around qualitative and productive performance improvement of individuals in the team, Reporting & reviewing of daily, weekly and monthly performance metrics of team members, conducting team huddles, Call quality analysis, auditing, goal setting and training were some of the key responsibilities that I had worked on during my tenure. I was also involved in best practice sharing, preparation of shift schedules, capacity vs. consumption analysis, and dash board consolidation for team and project level.
Technical Support Executive
March 2005 --- August 2006
•Providing desktop support (voice support) for DELL computers Handling escalation calls. •Mentor the new joinees and equip them with the process knowledge. •Preparing analysis reports and call calibration for defect calls. •Preparing c-sat reports on a weekly basis for the team.
Help Desk Engineer
September 2004 --- January 2005
Windows Xp Handling voice based inbound calls for Microsoft Windows Xp customers. Technical support on Microsoft XP Operating System Handling escalation calls.
Skills and Expertise
ITIL ITIL CMDB Asset and Configuration Management
B.E in ECE from Hindustan College of Engineering in 2004
2000 in Maths, Computer Science from NSN Matric in 2000
Training and Certification
ITIL Intermediate Certification