Engineer Service

Sharath Sreenidhi (ITIL V* Certified)

Email: *****************@*****.***, Phone: 437-***-****

Address: ***- ** ********* ****** ****, Toronto, ON

Summary:

I am an Incident Management SME with 4+ years of experience and 3+ as an Asset management consultant on MSSolve/Service Now platform including the creation and/or customization of the core applications such as Incident, Problem, Change, Service Request, Service Catalog, etc and also having 3+ years of experience in IT Asset Management including Hardware and Software data quality and analysis, thorough understanding of market trends and integration of ITAM products such as ServiceNow, Microsoft SCCM, seeking an opportunity to share my knowledge with a company in need of becoming more efficient in all aspects of business. I had opportunity to work with various Microsoft client and leveraging all industry all industry leading ITSM tools (ServiceNow, and Microsoft MSsolve). I have a passion in ITSM and certified in ITILV3.0. I am also pursuing ServiceNow Administrator certification.

Key Skills:

Asset/Incident/Problem /Resource /Customer Service Management

Windows 2003,2008 & 2008 R2 servers on various technologies such as Clustering, Bugchecks, Hyper V, storage, Activation

SQL,Database management

MSSolve, ServiceNow

Roaster Assignment Tool

Dynamics CRM,AX,NAV, Windows(Setup, Performance, Networking, Active Directory)

Outlook Time management, prioritizing tasks and meeting deadlines Organized and Detail Oriented with leadership skills

Achievements:

Awarded 2 Power Play awards from Microsoft Windows Platform team for achieving the business targets by bringing up the SLA statistics from 85% to 95% and above for all the severity.

Experience Summary

Servicenow/ Mssolve Consultant.

Microsoft (Service Delivery Team) Bangalore, India, Jan 2014 – Dec 2017

I was responsible to support multiple clients for their Service Management discipline and implementation of Service Management Assets leveraging variety of ITSM tools (ServiceNow, and Microsoft MSsolve)

Lead architecture design and code reviews of IT Assets management solutions.

Create and deliver ITAM solutions for customer requirements on the ServiceNow platform following industry best practices and standards for our Microsoft clients IBM India, Citrix, Symantec.

Ensure delivered solutions enable the organization to manage the IT asset portfolio with respect to risk, cost, control, IT governance, compliance and business performance objectives

Contribute to the continual improvement of business processes as well as the maturing of the Asset Management services portfolio, capabilities, expertise, best practices and solutions.

Identify areas of Asset Management process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons, and risks

Prepare all client facing and internal deliverables for Service Management Processes execution

Prepare and maintain technical specifications and documents; architecture diagrams, system documentation, operating manuals, and call flow diagrams

Ensure deliverables to internal customers are complete, consistent, high quality, on time and deliver valued outcomes

Excellence and provide mentoring, implementation support, maturity maps and continual improvements

Troubleshoot production and test issues; perform root cause analysis, recommend corrective action, and lead the resolution efforts

Perform off-hours maintenance and deployments for system releases and provide 24x7 support to maintain service availability.

Performed day to day administration of the Service-Now

/MSSolve tool Maintain business services and configuration item relationships in Service-Now/MSSolve tool.

Managed users, groups and roles.

Managed data with Tables, Import Sets, and Update Sets.

SME in Incident/Resource Management.

Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.

Migration of customization from one instance to other instance.

Standard ITSM Configuration, SLA Configuration, Email Configuration.

Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle SDLC of software applications.

Generated records by taking back-up of the tool Minimize business loss and kept the targets at 95% by maintaining service level agreements (SLA) of customer incidents.

Identify and refine the case and assign to the engineer with specialized skill set to avoid delay in response to the customer and hence avoid multiple owners. Composed, revised and proofread case communications such as severity issues, expiration of cases and misroute to the concerned Process Lead /Project Managers.

Work collaboratively with Team Managers and Technical leads to identify the required skilled engineer to provide end to end customer solution for customer support.

Ensure process workflow by intimating the customer callback thus ensuring end to end solution and maintaining business standards.

Work with teams of different processes to ensure the cases are routed to the correct queue which minimizes customer wait time hence directly impacting customer feedback.

Support and assist the cases along with the skilled engineer with customer callbacks and providing on time solutions.

Provide insights and Root Cause Analysis (RCA) with detailed real time data regarding the workflow of cases to Process Leads to ensure necessary changes to ongoing process.

Initiate bridge calls, drive communication and teams to ensure up time of infrastructure within service levels. Exposure to ITIL framework.

Oversee and manage all major incidents for accounts located in North America, Europe and Middle East (EMEA).

Liaison with Technical Account Managers (TAM) and Critsit Managers to ensure that the incidents are resolved swiftly and within SLA windows.

Monitor multiple queues at once and provide clear communication to the respective engineers within SLA.

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Technical Support Analyst/Engineer in Windows Service Deliver Team

Microsoft (Service Delivery Team) Bangalore, India, Sept 2013 – Jan 2014

Escalate incidents/problems that cannot be resolved to the appropriate level of support.

Maintained user/problem databases and support documentation in VKB.

Hands on experience in Windows 2003, 2008, 2008R2 and in technologies like Clustering, Virtualization, Storage, Activation, Bugchecks and Bluescreen. Computer software repairing and upgrades.

Prepared and presented customized reports for various projects.

Used a customized internal ticketing system and kept detailed notes and documentation on each incident. Applied service packs to workstations.

Provide first call resolution to ensure customer satisfaction.

Support engineer for Microsoft core-enterprise, platform support.

Provided voice based technical support and web based technical support for North America.

Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.

Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.

Trained with senior system engineers to enhance my personal technical skills as a Technical Support Engineer and learned internal process for escalating cases and approving or denying handovers to specific verticals.

Recommended configuration changes and system additions that optimized performance.

Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution life cycle of the case.

Identified process gaps and provided solutions that improve the customer's quality of service.

Maintained optimum utilization level of above 65%. Liaison with team members to meet SLA during resource crunch.

Provided on job assistance for new recruiters to meet exceptional quality standards set by Microsoft.

Business Development Executive Bangalore, India, Feb 2013 – June 2013

Worked on business development for flagship product- NOTEZINE Responsible for creating network of professional contacts that consistently resulted in solid referrals.

Contacted potential clients via email or phone to establish rapport and set up meetings

Preparing PowerPoint presentations and sales displays. Developing quotes and proposals.

Training personnel and helping team members develop their skills.

Prepare and analyze sales and marketing data and gather competitor intelligence.

Generating and executing marketing campaigns across social media platforms and setting up Kiosk at colleges. Helped in setting up hoardings in colleges for increasing the brand value of our clients.

Hands on experience with Content Creation and designing.

Targeted clients and closed deals from F&B, Automotive and FMCG segments such as KFC, Dominos Pizza, Cafe Coffee Day, Tzinga, Monster, Tvs, Wrangler, Coca Cola, Dell.

Education

Bachelors of Engineering, Information Science, Peoples Education Society Institute of Technology Bangalore, India – 2013

Certifications

ITIL v3 certified.

Professional and Personality Empowerment Workshop, MILT (Associated with Dale Carnegie Institute, USA)

Pursuing ServiceNow System Administrator course.

Contact this candidate