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Summary

Managing of Overall 11 years’ of experience in IT Infrastructure Services. Well versed in ITIL process and expertise in IT Service management and Operations Management. Responsible in assisting Delivery Managers and Heads to ensure the business requirements are satisfied with appropriate functionality, process and systems that are easy to use, of the highest quality and are implemented on time and within budget.

Experiences

Current Experience

  • 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.

Past Experience

  • 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.

Knowledge

LinkedIn Assessment :
ITILService DeliveryIT Service ManagementService DeskBMC RemedyService ManagementTeam ManagementProcess ManagementIncident ManagementITIL CertifiedRequirements AnalysisBusiness AnalysisITIL V3 CertifiedIncident AnalysisManaged ServicesVendor ManagementTransition ManagementIT OperationsOperations ManagementChange ManagementPMP

Skills and Expertise

Self Assessment :
ITIL ITIL CMDB Asset and Configuration Management

Education

  • 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

Languages

BrightOwl Assessment:
Self Assessment:
English
Full Proficiency
Hindi
Professional Proficiency

Area / Region

Chennai, Tamil Nadu, India

Others

Driving License
  • No