SUMMARY

• Around 7 years of extensive experience in IT Infrastructure - providing Information Technology Service Management assistance, focusing on helping clients to make smooth, meaningful changes to improve operational efficiency and reduce costs in the delivery of services
• Expertise in Service Support and Service Delivery - Change, Problem and Incident Management.
• Experience in both Product and Services based projects.
• Liaising with Project management & Operations teams to successfully migrate the Projects into Production environment
• Experience in Investment Banking, Insurance and Telecom Domains
• Implemented processes of solution implementation to assist in cost control improve margins and optimize operational efficiency.
• Optimized existing processes and procedures of the account through automation (with minimum human interference) for service quality and time consumption.
• Successfully delivered the services through Six Sigma methodology.
• Tailored business driven solutions to meet the customer (internal/ external) needs and expectations by collating information from users.
• Evaluated and defined the present and future project’s requirements by applying Business Analysis.
• Pioneered optimal solutions by analyzing and identifying areas for modification for the problem domain.
• Provided leadership to multiple teams and processes across diverse geographical locations for re-engineering (USA, UK, Canada, Hong Kong, Ireland).
• Mentored and motivated the team members in terms of Quality analysis, Service Improvement Plans and even in Social work events like managing a set of teams in gathering Bangalore Environmental Report for BBMP, Karnataka State Government, India.
• Documentation: Maintaining up to date documents for Technical, Organizational, and Business processes.
• Transition: Managing business movements like re-location of services, staff, and equipments.
• Key person to provide Knowledge Transfer for the new comers in the executive management of the accounts in terms of processes and technical.

EXPERIENCE

• Worked as a Service Lead in IBM India Ltd, UK (London) from Nov 2010 to May 2012.
• Worked as a Senior IT Consultant in Goldman Sachs (Investment Banking) US from Jan 2009 to Oct 2010.
• Worked as a System Analyst in Aditya Birla (IT), India from Jan 2008 to Dec 2008.
• Worked as a Technical Support Representative in SITEL INDIA (IT), India from Jan 2007 to Dec 2007.

EDUCATION

• MCA (Master of Computer Applications

IT SKILLS
Operating Systems: Windows 98/XP/Vista/Unix

Microsoft Office Tools and Lotus tools

Other Tools: TSRM / Maximo / Remedy / Cognos
Microsoft Active Directory / Goverlan Remote Control/ Mail Manager/ Device Manager /
User Manager/ Marimba / Exchange Server/ Node Manager / Computer Management / TS Admin /
VM ware / Remote Desktop Manager / NDS Mapping Tool / Exchange server / Citrix

Certifications: ITIL Foundation, Six Sigma Green Belt

WORK EXPERIENCE

• Confidential, Project Name : Applications Hosting Environment
• ROLE : Service Lead.

TOOLS USED : TSRM, Cognos.
Team Strength : 15
Responsibilities:

• To provide leadership to the ITSM processes like Incident Management, Problem Management, Change Management, Service Activation & Deactivation and Compliance teams
• To assist in achieving the agreed SLAs in terms of availability by effective process management/co-ordination with various teams
• Single point of contact for all the new requirements and analysis of future requirements for the customer/Account management team
• Maintain the procedural documentation and the quality of each processes handled by the team members up to date by performing internal audits for the processes accuracy, Also provide full support during account audits and closure of action points
• Provide guidance on severity/impact of problems and assign critical Incident/situation manager as a first point of contact when a critical situation occurs
• Project manage various customer requests for successful implementation and ensure the staffs perform adequate Problem determination
• Support the Service Delivery Manager and Project Managers in overall Account Management including strategy and planning
• To own the Service Improvement Plan (SIP) and Creation of AHE outage slides for Service Review presentation
• To Provide on call support in out of business hours and gather monthly Compliance update to the account
• To review the account’s Daily Status Report and validate the content through Health checks

Confidential, PROJECT : UK Infrastructure
ROLE : Service Coordinator
TOOLS : Maximo, Remedy
TEAM STRENGTH : 7
RESPONSIBILITIES:
Change Coordinator:

• Create/Schedule/Approve/Authorize/Close the changes
• Conduct Impact Analysis and Risk Management
• Develop transition plans based on impact assessment.
• Plan, develop and deliver all communication in consultation with business units and
• stakeholder communications
• Pivotal for the third parties like Accenture, E&Y and customer for Technical Resource allocation
• Responsible for daily/weekly/monthly change reports to Account focal, Management and client
• To handle Change freeze exception and reviewing with Executive members
• Host the daily(Good To Go) and weekly(CAB) Change Review Conference calls and produce minutes

Problem Coordinator:

• Create/Assign/Close the problem records
• Provide specialist advice and recommendations to project/program managers and team members with the RCA
• Responsible for weekly/monthly reports to Account focal and client.
• Investigate and Diagnose the incidents for the recommendations to the client
• Advice on content of exec alerts and create outage slides for Service Review presentation
• Following with the teams for RCAs and Resolution details for all executive alerted outages
• Send notifications for major upgrades / outages / Executive Alerts to the corresponding teams and follow up for the action plans from their end

Focal Point:

• Liaison for the Third parties, Client, Account Management, Service Management for the performance of Change Management and Problem Management
• Technical Resource allocation for the third parties’ and client’s changes

• Project @ Goldman Sachs:
• Confidential, REGION : Salt Lake City, New Jersey, London

Role : Senior IT Consultant
TOOLS : Microsoft Active Directory / Goverlan Remote Control/ Mail Manager/
Device Manager / User Manager/ Marimba / Exchange Server/ Node Manager /
Computer Management / TS Admin
Team Strength : 20

Responsibilities:

• Investment Management Division
• Implementation of business solutions through IT (Enabler in task execution)
• Generating and articulating components or solutions tailored to fit user’s needs (Enabler)
• Analyzing the technical issues, providing technical assistance and assigning work to the team (includes reporting to the management)
• Helping the international operations in strategizing the team (Resource planning for systems support and user’s support)
• Reviewing the work of less experienced personnel and mentoring them.
• Mentoring new changes in the process
• Training technology for new joiners in the firm
• Fixed Income and Commodities Division – Application Specialist
• System optimization, migrating the users to next generation applications and servers (System Analysis and Risk Analysis)
• Application specialist, last point of contact for any business application issues (Application Analysis and Testing)
• Handling the team escalations (Service Desk)
• Awarded as the best analyst globally for fast and accurate solution providing in technical issues and escalation handling.
• Worked closely with the Goldman 360 (an unique method for the bankers to share and secure information in the web).
• Investment Banking Division (Core Business) – System Support Analyst
• Following up the users for any critical technical issues
• Supporting Blackberry and VPN globally
• Coordinating with the Vendors, Server team, Network team, hardware specialists and software specialists for system and access related issues. (internal and external service provider)
• Coordinating with the backup and storage teams for any data retrieval.
• System analysis, improving the system performance.
• Project @ Aditya Birla Minacs:
• Confidential,ROLE : Technical Analyst
• TOOLS : Remedy, Remote Desktop Manager
• TEAM STRENGTH : 5
• RESPONSIBILITIES:
• Infocus projectors, data analysis for the clients.
• Analyzing the major technical issues of the customers and reporting to the clients.
• Technical analysis and Data analysis for the system improvement
• Training employees and new joiners on new processes and technical solutions.
• Regular presentation to our clients and indigenous managers about the workaround and permanent