Management Service

Soma Narayanan

IT Service Management Specialist

*************@***.***

Summary

Extensive IT Service Management background leveraging ITIL framework.

Experience

Technical Consultant at HTC Global Services, Inc

April 2004 - January 2014 (9 years 10 months)

Assigned to leading insurance firm, headquartered in Bloomington, IL.

Provide consultation to Windows Server Proactive Incident Management Team in IT Support Services

Division that aligns with ITIL framework.

• Troubleshoot Windows Server environment, NAS for branch offices, Citrix Virtual Desktop, focused on

restoration of services to business partners, with efforts that include liaising with partners and vendors,

identifying trends, and initiating corrective actions for problem management. Use HP Service Manager,

leverage MS Sharepoint for team collaboration. Mentor new associates joining the team.

• Create and update Knowledge Database solutions. Increased efficiency across all teams by identifying,

recommending and making improvements to knowledge base systems.

• Support project teams transitioning support activities to Support Services area.

• Consult with Problem Management and Incident Review Boards on impact from Change Schedules due to

erroneous implementations. Initiated corrective measures based on Root Cause Analysis.

• Initiate requests for change, reviewed and approved by Change Management Review Board. Also conduct

post-implementation reviews.

• Enabled 15% improvement in services restoration by eliminating redundancies in Knowledge Base

Solutions. Also streamlined controls for automatic monitoring of incidents generated by SMS.

• Increased systems availability 12% by improving automation procedures and leveraging technical expertise

of subject matter experts

Technical Analyst at HTC Global Services, Inc.

October 2001 - April 2004 (2 years 7 months)

Assigned to leading insurance firm, headquartered in Bloomington, IL.

Supported Systems Management Server infrastructure (Release Management process) in organization.

Identified incident trends that led to improved problem management.

• Established error-control procedures for technical-issue resolution. Identified and eliminated redundancies

in Knowledge Base solutions.

• Partnered with member departments to identify redundant software versions, and established controls for

archival that reduced 20% of erroneous software distributions.

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• Identified incident trends that led to proactive problem management and initiated Change Management

process for RFC, change review, change implementation and post impact analysis.

Network Analyst at HTC Global Services, Inc.

April 2000 - October 2001 (1 year 7 months)

Assigned to leading insurance firm, headquartered in Bloomington, IL.

Resolved issues related to Enterprise Network infrastructure.

• Worked with team of 120 monitoring network of 18,000 Cisco routers and high-speed Cisco LAN and

WAN switches, with over 22,000 HP and IBM servers. Use IT/O and HP Openview tools.

• Served as first point of contact for business partners, with emphasis on restoration of services.

• Handled issues involving network, Netware, NT. Recorded, analyzed, resolved, and closed/escalated

problems using queue management system.

• Improved productivity by streamlining tools for issue resolution and event/alert trapping

Systems Administrator at Bahrain Maritime & Mercantile International

June 1997 - April 2000 (2 years 11 months)

Firm provided services in shipping, travel, insurance, retail and logistics. Duties included network

management, technical support, hardware/software evaluation and system upgrades.

• Managed mixed network (NT4.0, Netware 4.x/3.x, UNIX) with approx. 160 users on eight sites. Included

gateway services and distributed file system. Managed user accounts, resources, etc.

• Provided configuration management (hardware set-up), fault management (ensuring physical connectivity,

performance, maintenance and troubleshooting), performance management (servers, desktops and equipment)

and security management (backups, disaster recovery).

• Connected five remote sites to central office with frame relay solution. Included investment protection of

existing 3Com routers and deployment of Cisco 2600 (firewall built in) and 1600 series routers, with ISDN as

fallback backbone. Sites accessed Oracle and Informix databases, as well as MS Exchange.

• Led server-based upgrade of 150+ client desktops from Windows 3.1 to Windows 95 and Office 97.

• Led project to implement IS infrastructure after offices consolidated in new location. Worked with team to

migrate four NetWare 3.12 servers to NetWare 4.10. Awarded for saving costs and space.

• Cited by management for methodical planning efforts, excellent technical/networking skills, commitment to

achieving goals and willingness to take on challenges

Systems Administrator/Analyst at Interplast Co., Ltd

March 1996 - June 1997 (1 year 4 months)

Network management included fault/security management, user support and hardware/software evaluation.

• Network consisted of mixed platforms (UNIX, Netware 4.x), with approximately 60 users.

• Company had three sites Internetworked through leased analog circuits.

Data Controller at Coats Viyella India, Ltd

September 1984 - March 1996 (11 years 7 months)

Handled data administration for this manufacturer of textiles, threads, garments and accessories.

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Awarded three times for outstanding performance.

Certifications

Foundation Certificate in IT Service Management

EXIN December 2013

Foundation Certicate in IT-Service Management

EXIN April 2005

Honors and Awards

Competent Communicator

Toastmasters International

June 2012

Awarded for completing 10 speeches that enhanced my public speaking skills.

Advanced Leader - Bronze

Toastmasters International

March 2013

Awarded for achieving the following : Listening & Leadership, Critical Thinking, Giving Feedback, Time

Management, Planning & Implementation, Organizing & Delegating, Develop Facilitation Skills, Motivating

People, Mentoring, Team Building, Participation in Club office Training, Club Success Plan, 2 educational

presentations.

Outstanding Toastmaster of Area 50

Toastmasters International District 54

October 2013

Recognized for volunteer services to the organization that benefit the clubs and members in the area.

Volunteer Experience

IT Support at Toastmasters International District 54

September 2012 - Present (1 year 5 months)

Help maintain the District 54 website. Co-ordinate efforts to implement club management tool for 80+

Toastmasters clubs in the district, including presentations on this club management tool and leveraging

efficiencies for the clubs.

Courses

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Independent Coursework

Foundation Certificate in IT-Service Management EXIN

Manager's Course in IT Service Management: Service HP Education Training

Support

Manager's Course in IT Service Management: Service HP Education Training

Delivery

Certificate in General Insurance AICPCU

Base Program in Systems Management NIIT

Languages

English (Full professional proficiency)

Hindi (Full professional proficiency)

Tamil (Full professional proficiency)

Sanskrit (Elementary proficiency)

French (Limited working proficiency)

Skills & Expertise

IT Service Management

Troubleshooting

Project Management

Business Analysis

SharePoint

Visio

Service Delivery

ITIL

Incident Management

Problem Management

Change Management

Major Incident Management

Servers

Windows Server

Education

Madurai Kamaraj University

Bachelor of Commerce, Accounting and Finance, 1978 - 1981

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Interests

Public Speaking

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Soma Narayanan

IT Service Management Specialist

*************@***.***

Contact Soma on LinkedIn

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Contact this candidate