Shelly Sharma

Chandigarh Cell: +91-991******* ac8pgy@r.postjobfree.com

Service Management

JOB OBJECTIVE

To work with an esteemed organization in Telecom/IT industry that provides congenial work environment and where I can contribute towards growth of the organization using my skills and expertise.

PROFESSIONAL EXPERIENCE

IBM India Pvt ltd Mar’16 – Aug’17

Technical Services Professional Chandigarh, India

Roles and Responsibilities:

Responsible for the management, planning and delivery of IT management services at IBM.

Managed Help Desk service delivery and performance, coordinated overall services with the customer for daily customer support, change and incident management

Developed and delivered weekly and monthly reports on Profit and Loss, and Service Level Agreements.

Assessing Working on Internal Audits, assist with follow-up audits as required and present audit reports to top management

Storing data, creating reports, analyzing reports and sharing findings with various departments

SPAN Infotech India Pvt Ltd March 2013- Feb 2016

IPC Chandigarh, India

Roles & Responsibilities

Ensure standardized methods and procedures are used for efficient and prompt handling of all Incident & Problems to controlled IT infrastructure, to minimize the number and impact on any service

Drive all High Severity Issue (P1/P2) Resolution bridge calls for service restoration, effective coordination, escalation, notification and resolution

Incident Management and Co-ordinate incidents requiring multi-vendor engagement

Organize & drive conference calls for all major Incidents, which will involve intrinsic planning & scheduling

Review and evaluate incident records to ensure handling of incident and severity level determination.

Creation of Problem Tickets for all the Repetitive Incidents & Reviewing progress and results of Problem Tickets with client and (senior) management

Supporting in determination of problem priority, service levels and remedial action

Logging in changes in HP SM9 as per requests

Taking change to required phase as per requirement and taking them till closure

Updates the change log with all progress that occurs, including any actions to correct problems and /or to take opportunities to improve service quality

Preparation of and chairing Change Advisory Board, Technical Assessment Meetings

SPAN India Private limited March 2012- Feb 2013

Sr. System Engineer Chandigarh, India

Roles & Responsibilities:

Worked as a Sr. System Engineer with Windows Team

Worked on Pre-and Post Health Checkups for servers on Daily basis & sharing report with management

Daily server monitoring, verifying and reviewing all hardware, server resources, systems and key processes.

Maintaining Team database and documentation and uploading the updated documents on share point

Providing Internal and External trainings on Processes, and Monitoring tools.

Providing First level Support on incidents related to low disk issues and Services restart issue with servers

Prioritizing the tickets monitored and assigned the tickets as per the availability and Priority to the team members

Evaluate progress of trainers/ trainees insuring that all achieve an acceptable level of performance, per standards set.

Actively participate in miscellaneous internal training projects and tasks as appropriate

Working on Daily, Weekly, Monthly Incidents and problem reports & and making Weekly Delivery review reports

Ionnor Solution March 2010- Feb 2012

Admin Executive Mohali, India

Roles & Responsibilities:

Point of contact between the executives and internal/external clients.

Managing administrative activities involving purchase of equipment’s, maintenance of procurement, housekeeping, safety, security, employee induction

Event Management, organizing meetings & conferences

Upkeep of office administrative facilities and ensure availability of daily miscellaneous requirements to provide harmonious work culture to employees

Managing projects, opening and distributing mail, organizing files and conducting general research

Prepare daily, weekly, Fortnight, monthly records & SOP`s, checklists for operations and also take same from the staff data related to Training department

Responsible for all administrative functions and facilities management

Maintained the office database – retrieved and organized information for individual employees and clients

Ionnor Solution Oct 2009 to Feb 2010

IT Helpdesk Executive Mohali, India

Roles & Responsibilities:

Working as a SPOC for entire company and took care of all IT helpdesk activities

Monitoring the progress of all open tickets, prompting action on tickets that appear to be stalled, and closing tickets that have been resolved satisfactorily

Responsible for tickets to be resolved within the service levels that have been established for the organization

Generating and resolving ticket by providing support to the end users

Skilled in providing Customer and End-User Help Desk Support

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists

IBM Info services Pvt Ltd May 2008 to Aug 2009

IT Helpdesk Gurgaon, India

Roles & Responsibilities:

Working as a SPOC for entire company and took care of all IT helpdesk activities

Monitoring the progress of all open tickets, prompting action on tickets that appear to be stalled, and closing tickets that have been resolved satisfactorily

Responsible for tickets to be resolved within the service levels that have been established for the organization

facilitator and coordinator for the entire end-user support process

Single point of contact for all IT related incidents, problems, questions, and work requests

Generating and resolving ticket by providing support to the end users

Skilled in providing Customer and End-User Help Desk Support

Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists

EDUCATION

B. Tech (Computers) from S.K.I.E.T affiliated to Kurukshetra University

TRAINING AND CERTIFICATION

ITIL Trained

RECOGNITIONS

Received good feedback from clients and helped organization in attaining and retaining a good CSAT score

Earned multiple reward points as an outcome of manager’s feedback and appreciation.

Cocurricular Activities

Member of Fun Committee for IBM Mohali office and organized monthly fun activities and birthday celebration

Participated in Master Chef competition in the office and won First Prize for consecutive two years

Worked as a team & won first prize in the Cubical Decoration competition for two years in continuation

Participated in Spell Bee competition and won the second Prize

STRENGTHS

Quick Learner, easily adaptable to new Technologies and problem-solving skills.

Ability to work independently with capacity of leadership.

Ability to manage several assignments simultaneously.

Well-developed people management skills.

Holder of excellent knowledge in how to provide good Operations Assurance.

Contact this candidate