IT Service Desk

Rahul Fernandes

Sai Madhura Grace – *, Apt. P-*, 4th Floor, Chennamankere Main Rd., Banashankari – 3rd Stage, Bangalore – 560085.

Phone: +91-80-266*-**** Cell: +91-897**-***** E-mail: *********.*****@*****.***

PROFILE:

An IT Infrastructure Management Technical Lead with 6 years of experience looking to enhance my skills in the Windows environment and grow with the organization.

Skill-sets

Incident Management.

Remedy: User Access Management (Creation, Modification and Termination, Creation, Modification and Deletion of Groups)

Active Directory: User Access Management (Creation, Modification and Termination)

Oracle 11i (PRG/UAT): User Access Management (Creation, Modification and Termination)

SAP: User Access Management (Creation, Modification and Termination)

CAREER HISTORY:

September 2013 to February 2017: Cognizant Technology Solutions Pvt. Ltd. (Work Experience: 3.5 Yrs.)

January 2016 to February 2017: Technical Lead:

Responsibilities:

Floor management and queue management by creating a professional work environment.

Communicating with clients and resolver teams and rolling out process updates in an orderly and timely manner to team members.

Generating and sending daily and monthly reports to clients and internal stake holders.

Driving Bridge calls involving various resolver groups in case of Major Incidents to work towards a speedy and permanent resolution.

Additional Responsibilities

Handled User Access / Identity Management responsibilities when required.

Handled End user escalations.

September 2013 to December 2015: Senior Systems Executive:

Responsibilities:

Incident Management, Product and Application Support, Supports over 20 internal applications.

Managed incident resolution from initial occurrence to successful outcome.

Influenced product and project delivery through the incident management process.

Active directory – ID admin, creation of ID, Application access, Group and DL association to user accounts on AD. Working on Requests to add applications to users Profiles.

Setting of access rights on network, shared drive and profile space management.

Addition of shared drives to user profiles on requests.

Troubleshooting Network issues.

Knowledge/Experience working with Citrix Technology from an end user perspective.

Access provisioning request to engineers. Timely response to e-mails and requests.

Customer Service: Taking ownership and manage all support cases via Emails/Ticketing Systems

Problem escalation to the second level team and follow the defined process.

Implement improvements to practice and client engagements, ensuring performance targets are met in the business area.

Assisting users regarding their Hardware & Software issues, Generating Sales Query, managing these resources to keep up with the company requirements.

Routing Cases to the support teams and monitoring email notifications.

Additional Responsibilities:

Providing floor support and on-job training to new hires and peers when required.

Taking escalated calls from employees.

August 2010 – June 2013: Hewlett Packard Global Soft India Pvt. Ltd.: Incident Lifecycle Coordinator at Global Service Desk. (Work Experience: 3 Yrs.)

Responsibilities:

To restore normal service operation as quickly as possible to minimize the impact to business operations.

Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process

Communicating with all levels of management.

Point of contact for all Major Incidents

Responsible for the effective implementation of the "Incident Management" process and carring out the respective reporting procedure.

Represent the first stage of escalation for Major Incidents

Identify, initiate, schedule and conduct incident reviews

Ensure the closure of all resolved and end-user confirmed Incident records

Monitor the incidents to ensure that the Service Level Agreement are respected

Coordinating Incident Bridge calls for quick and prompt resolutions.

Contacting the Support team Manager’s in case of no response from the team.

Provide updates to the Management of daily outages.

Provide regular updates to end users/requesters and close of their queries within agreed timescales.

Provide guidance to the Incident Process Coordinators

Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Additional Responsibilities:

Handled User Access / Identity Management responsibilities when required.

Handled End user escalations.

EDUCATIONAL QUALIFICATIONS:

Diploma in Electronics and Communication Engg.

Acharya Pathshala Polytechnic, Bangalore. (2003).

SSLC: St. Joseph’s Indian High School, Bangalore (1997)

ADDITIONAL CERTIFICATIONS:

Diploma in Computer Hardware (A+) & Networking (N+)

MCTS – Active Directory 2008

ITIL Foundation 2011 Certification

INTERESTS:

Servicing & troubleshooting on personal computers & house-hold electrical and electronic equipment.

Listening to Music & Radio

Reading English Classics

DECLARATION:

I, Rahul Fernandes, hereby declare that all information above is true in all respects to the best of my knowledge and belief.

Place: Bangalore.

Date: (Rahul Fernandes)

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