ITIL Process Expert/ ServiceNow Reporting analyst

ROHIT CHOPRA

**** ***** ***** ** ** / Louisville, Kentucky 40223

502-***-**** / ****************@*****.***

SUMMARY

Result oriented professional experience in delivering maximum business value through effective management of IT Operations, Project Management, and IT Infrastructure.

Implementation of ITIL Framework in various projects and Expertise in Driving the ITIL Processes (Incident, Problem, Change, Event, Configuration and Knowledge Management)

Strong Customer Centric Approach; an effective communicator with excellent analytical, problem-solving and organizational abilities with a flexible attitude.

Excellent knowledge of Microsoft Excel, PowerPoint and MS Access.

CERTIFICATIONS

ITIL 2011 Intermediate Qualification (OSA): Operational Support and Analysis Certification.

ITIL 2011 Intermediate Qualification (SOA): Service Offerings and Agreements.

ITIL Intermediate - Release Control & Validation (RCV): Release Control and Validation

Lean Six Sigma Green Belt

ITIL V3 Foundation Certification

MCTS: Windows 7, Configuration Certification

EXPERIENCE

NOV 2010 – AUG 2016, TATA CONSULTANCY SERVICES

ITIL PROCESS EXPERT/ SERVICENOW REPORTING ANALYST/ IDENTITY AND ACCESS MANAGEMENT LEAD/ SERVICE DESK TEAM LEAD

SERVICENOW REPORTING ANALYST:

Responsible for creating and scheduling multiple reports/dashboards in ServiceNow for Incidents, Problem, Change, Service Catalog, CMDB and Knowledge management.

Provide recommendations for ServiceNow best practices.

ITIL PROCESS EXPERT:

Provide an ITIL framework to align IT decisions to the Business Mission, Strategy and Organization Culture.

Driving, developing, managing and maintaining the Major Incident process and associated procedures.

Driving the efficiency and effectiveness of the ITIL Processes.

Conducting trainings on different ITIL Processes.

Service Delivery and SLA Adherence.

Experience implementing systems using the Scrum methodology

IDENTITY AND ACCESS MANAGEMENT LEAD:

Creation/deletion/management of objects: i.e. local user accounts, groups, etc.

Process requests for access control authorized by data owner

Create new computer accounts and join to directory services

Setting up folder and account permissions.

Use of EMC (Exchange management console) for creating/disabling User IDs.

Proving/Disabling access to Microsoft Lync.

Part of internal auditing teams and worked with third party vendors for audit purpose.

SERVICE DESK TEAM LEAD:

Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools.

Overall responsibility for incident management and request fulfilment on the Service Desk.

Ensure all calls are logged in the Service Desk logging system.

Act as a further escalation point for unresolved or escalated calls.

Attend Change Advisory Board meetings.

Maintain a log of any software or hardware problems detected.

Allocate more complex calls to the relevant IT Support member.

Ensuring knowledge management systems and documentation are kept up to date

NOV 2007 – APR 2010, Dell international serviceS

TECHNICAL SUPPORT EXPERT

Maintained knowledge of Dell's product line and service offerings along with future industry products and technologies.

Actively supported the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident.

Provided troubleshooting services for dell computers and laptops and ensured that the service is executed within the standard timeframe.

TOOLS WORKED UPON

SERVICENOW

REMEDY

EDUCATION

JAN 2017 – ONGOING

MASTERS IN INFORMATION TECHNOLOGY MANAGEMENT (MSITM)

CAMPBELLSVILLE UNIVERSITY, KENTUCKY (USA)

EXPECTED GRADUATION: AUG’2018

*can work full-time as F1-CPT/OPT

AUG 2006

BACHELORS IN INFORMATION TECHNOLOGY, swami devi dayal institute of engineering and technology (india)

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