SCOM,SCCM
Resume:
ASHISH CHADHA
(: 099********(: *******.*******@*****.***
(: GG 1/ 197B, Vikas Puri, New Delhi - 110018
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JOB OBJECTIVE
Seeking assignments with an organisation of repute.
SUMMARY
ITIL V3 Certified with experience of over 6 years in Incident Management,
Client Relationship Management and Team Management in Operations, Customer
Care, IT Helpdesk & Training Domain. Adroit in handling Incident Management
Process. Acting as an escalation gate to resolve critical issues of the
team members. Skills in conducting various training sessions for enhancing
the performance and quality of service.
Distinction of resolving Windows, Macintosh, iOS, Network Incidents of
Salesforce.com employees. Deft at ensuring a high-quality customer
experience, elevating customer satisfaction, while adhering to the SLAs and
work processes. Excellent communication and interpersonal skills with
proven abilities in resolving complex issues.
CORE COMPETENCIES
. Handling incident management for all incidents and developing MIS for
incidents
. Coordinating internal & external staff to ensure that incidents are
resolved prior to breach of service level targets and making reports to
analyse the incidents
. Conducting internal process audits & process reviews for ensuring strict
adherence to the process parameters/systems as per defined guidelines
. Defining service standards and guidelines that serve as benchmark for
excellent service delivery thereby contributing towards ameliorated
service revenue generation
. Monitoring Call Quality standards and Service Level targets thereby
accomplishing and exceeding the customer satisfaction levels
. Keeping abreast of changes that can affect customers and scheduling
Service Desk staff to meet customer requirements
. Directing and training the team members for ensuring optimum performance
ORGANIZATIONAL EXPERIENCE
Since Jan'11: Salesforce.com, Gurgaon as IT Helpdesk Support Analyst
(Sr. Analyst)
Highlights
. Essayed a stellar role in:
o Serving as a part of Incident Management Team
o Handling team of 20 Analysts.
o Identifying, monitoring and resolving Service Delivery Incident
Issues, Service Requests and system problems
o Ensuring correct incident categorization, prioritization,
identification of root cause issues
o Reporting of all incidents and closing it with a Major Incident
Report (MIR)
o Performing the follow-up on incidents, taking ownership for the
co-ordination, investigation and handling documentation of
customer request and problems
o Migrating the Incident Management Process from US
o Supporting VOIP phone setup and configuration of Voicemail and
roaming profile.
o Supporting BES and Citrix users.
Dec'08-Jan'11: Royal Bank of Scotland, Gurgaon as Engineer
Highlights
. Instrumental in managing the IT Service Desk UK, Exchange Team and Tivoli
Team covering UK, Scotland and Ireland
. Successfully migrated the Restore Process
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. Holds the merit of cross-training on 3 different domains handling Faults,
Incident Management for Restore and Tivoli Process at the Project Level
. Led Faults (Level-1 Team) and demonstrated excellence in:
o Resolving technical queries from fault request filled by RBS
employees from service line
o Creating and following incidents for hardware fault requests
using HP Openview
o Managing breaks & leaves in planned manner
o Ensuring no impact on project work & colleagues
o Auditing the requests/incidents processed by team-members
o Creating and implementing the Quality and the Audit Process for
the faults
. Guided Restore Team for Incident Management and was pivotal in:
o Identifying, monitoring and resolving service delivery incident
issues, service requests and system problems
o Ensuring correct incident categorization, prioritization,
identification of root cause issues and recovering the service
where possible
o Owning and reporting of all major incidents and closing it with
a Major Incident Report (MIR)
o Co-ordinating with different departments like Command Centre,
Vendors, Change Management, Release and Deployment Management
basis the impact of the incident
o Following-up on incidents
o Taking ownership for the co-ordination, investigation and
documentation of customer request, issues and problems
o Controlling Incident Time Line and discussing with Senior
Management about the resolution timeline
. Efficiently led Tivoli (Level-1 Team) and acted responsible for:
o Monitoring auto generated Tivoli Alerts
o Checking NMC for Auto Generated Tivoli Alerts for their
scheduled back-up
o Bouncing server networker services in case of back-up failures
o Coordinating with storage to get back-ups running constantly
o Training the new joiners for the project to support desktop,
laptop and printers, hardware & software's, server support in an
IT based service desk environment
o Ensuring team meets the required SLA
INITIAL EXPERIENCE
Apr'08-Dec'08: Bank of America, Gurgaon as Level- II (Operations)
Aug'06-Mar'08: IBM Daksh, Gurgaon as Technical Support Officer
EDUCATION
2006 BCA from Jaunpur University
CERTIFICATIONS
ITIL V: 3 Certification in 2010
2. MAC OSX Support Pro: 2011
CCNA
PERSONAL DETAILS
Date of Birth: 22nd January, 1984
Visa Details: B1/B2 Visa for US
Linguistic Abilities: English and Hindi
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BCA
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