SUMMARY:

• Over eight years of experience in IT Service Management area using ITIL best practices. ITIL and Project Management Professional (PMP) Certified Professional. Holds Masters of Science in Software Engineering. Thorough familiarity with current best practices in cloud computing, software as service, IT virtualization, IT Infrastructure as Service, and IT Project Management. Seeking professional career opportunities in the areas of IT Project Management, IT Service Management, and IT Infrastructure Management.
• More than 8 years of extensive experience in IT, as ITIL consultant in production and operations environments.
• Incident Management, Problem Management, Change Management and IT Service Continuity Management
• Implement and adhere the ITIL frame work. IT Service Management (ITSM) based on ITIL best practices.
• Expertise in HP Service Manager Tool for all service management activities.
• Used BMC Remedy for incidents, problems, changes and configuration management reporting purposes.
• Knowledge in using Service now for logging and updating incidents and problems.
• Business Impact Assessment and Business Resumption/Disaster Recovery.
• Operations Review, Managed Care Services and Technical Support Outsourcing.
• Engaged with the Service Desk in defining incident problem and change processes.
• Successfully executed and implemented Organizational change management processes.
• Analyzed and defined detailed process frameworks supporting ITIL best practices for IT operational areas for Incident Problem Change and Service Desk from database.
• Good ability to quickly understand and master the new concepts and technologies.
• Deep knowledge in microfinance and micro credits.

TECHNICAL SKILLS:

Operating Systems: Windows 2003/XP, UNIX, MAC.

Languages: C, C++, Java

Web Technologies: PHP, HTML

RDBMS: MYSQL, Oracle 10g

Software Packages: MS - Office suite, Visio, Project

CRM Packages: BMC Remedy ( IT Service Management Suite), People soft CRM

PROFESSIONAL EXPERIENCE:

Confidential, IL

Service Coordinator

Responsibilities:

• Providing technical expertise in how the Service is technically provided.
• Worked with engineering, operations department to understand the business needs and developed successful solution oriented changes.
• Ensure all changes are logged into organizational records along with associated documentation are kept current with Services.
• Knowledge of how to identify dependencies and relationships of components that contributes to an end-to-end service.
• Conducted operational impact analysis and communicated to stake holders.
• Assisted in the development and implementation of organizational change management plan and processes.
• Collaborate with Service Level Liaison, Incident Coordinator(s), Problem Coordinator(s), Configuration Coordinator(s), and Release Coordinator(s) to analyze and improve upon service performance in meeting established SLOs.
• Work with product/technical leads to ensure that the monitoring solutions implemented are sufficient to provide appropriate insight into the stability and availability of the Service.
• Collaborate with the Service Coordinator to identify and communicate the impact of updates or changes to CIs upon which the Service depends.
• Design and deliver for new change analysts.
• Created back out plans for all changes to accommodate successful business continuity.

Confidential, Redmond, WA

Major Incident Manager

Responsibilities:

• Leading major incidents with high impact on business in terms of reputation/financial risk .
• Adhering to the ITIL best practices in handling all Major incidents.
• Facilitating the individual bridge for each incident and engaging the appropriate technical resources.
• Providing high level executive status reports and communication plans to different audiences.
• Communicating the service owner/business executives on each incident.
• Providing initial and resolution communications upon each incident.
• Writing the Post Major Incident report with the clear reason for outage and publishing within the organization.
• Applying ITIL best practices to manage all aspects of a major incident.
• Responsible for conducting audits to ensure that the configured items are identified and controlled.
• Focusing the team towards mitigating the major incident and reduces the risk towards financial, productivity and reputation of the organization.

Confidential, Annapolis, MD

Process and problem manager

Responsibilities:

• Applied project management skills to lead teams in investigating chronic problems.
• Hosted post outage review meetings for major service outages in data center operations.
• Writing service incident reports for all critical problems and ensures to meet the SLA targets for high severity problems.
• Writing the root cause analysis report for all critical problems.
• Handle the tasks of managing Configuration Management Database as well as configuration control of the operational baseline.
• Responsible for providing guidance to engineering staff on procedures, methods and requirements for entering configuration items into the CMDB.
• Creating and assigning the action plans to respective groups and improve the problem management process and procedures.
• Actively worked in minimizing the service interruption times and Mean Time between Failures (MTBF).
• Communicating with other problem resolution groups and ensures the resolution of problems within the SLA targets.
• Analyzing proposed product changes to determine effect on overall Configuration Management Database System.
• Handled responsibilities of describing the provisions for configuration status, configuration identification, configuration audits, and change control.

Confidential - Washington D.C.

Intern

Responsibilities:

• Project management tasks - Monitoring the Microfinance project task on track.
• Creating and updating the project tasks and monitoring its status and delivery date.
• Creating the project milestones using MS-project 2007.
• Creating the service requests for all IT infrastructure service incidents.
• Maintaining the SLA and keeping the record on all documents pertaining to SLA and OLA.
• Conducting IT meetings and weekly status meetings.
• Maintaining and working in the SharePoint sites (intranet and extranet sites of SEEP network).
• Working on Web strategy to increase the traffic of Confidential and acquiring members.

Confidential

Sr. Systems Engineer

Responsibilities:

• Created service tickets for the users of McGraw hill and assist them at the tier 2 level of support
• Creating reports from the tool (Remedy) and analyzing the process improvements.
• Attended weekly meetings and based upon the requirements configured the tools.
• Experience in maintaining AD (Active directory) domain accounts of the user. Disabling and extending the accounts, resetting passwords.
• Installing Microsoft outlook in client machines.
• Experience in configuring new outlook profiles and providing support for all Outlook related technical issues.
• Experience in configuring remedy profiles and providing support for all technical issues.
• Installing the server patch updates.
• Experience in installing VPN software in the client machines remotely. Configuring and providing support for all technical issues.
• Experience in configuring Goodlink in the PDA's (TREO, BlackBerry, Motorola and Blackjack).
• Experience in maintaining the Goodlink Servers.
• Resolving the DNS, DHCP and Network related issues.
• Troubleshoot the issues by remote logging to the Client Servers.
• Incident Management, Problem Management and IT Service Continuity Management.
• Implement and adhere the ITIL frame work. IT Service Management (ITSM) based on ITIL best practices.
• Business Impact Assessment and Business Resumption/Disaster Recovery.
• Analyzing the root cause for the repeated incidents and known error.
• To make sure that Severity 1 issues are responded within the specified time interval as per the SLA commitment in SOP and SOW. Weekly reviews with the client upon SLA Met/Miss Analysis.
• Managed Problem Management and Root Cause Analysis for past issues that impacted Production.

Environment: Windows 2003/2000/XP/Vista, MS Office Tools, Goodlink.

Confidential

Tech support Engineer

Responsibilities:

• Provide high level technical support on the Symantec products.
• Resolve the related hardware and software issues, created by the product.
• Assist the clients at the tier 2 level of support.
• Created reports on the team performance and statistics and present it to the clients and managers.
• Involved in fixing client issues using remote access.
• Resolving network connectivity issue created by the firewall.
• Configuring the firewall to provide high level of security.

Environment: Windows 2003/2000/XP, MS Office tools, Symantec Products.

Confidential

Help Desk Engineer

Responsibilities:

• Provide network solutions to the HP client, which involves resolving DNS issues, and network connectivity issues.
• Support in OS installation and configuration.
• Support in MAC operationg systems.
• Configuring Entrouge and VPN in MAC systems.
• Provide telephone support for the client computer issues.
• Support in resolving DNS issues.

Environment: Windows 2003/2000/XP, IIS

Confidential

Lecturer and Trainer

Responsibilities:

• Data structure and analysis
• Programming in C LAB
• Digital logic and systems