Service Management
Resume:
Ankit
Lath
*************@*****.*** or @+919*********
Summary
RSA Archer Certified professional with 2 years and 2 months of experience in GRC as admin.
Working with Tata Consultancy Services as Archer Analyst/ Developer. Possess good logical,
communication and interpersonal skills that have been put to good use in coordinating with
Project and client for providing customized on demand applications. Strong Technical skills and
proven abilities used in resolving complex issues and implementing workarounds to overcome
limitations of Archer.
Education
Bachelor of Technology with specialisation in Applied Electronics and Instrumentation
Engineering, Institute of technical education and research, Bhubaneswar, India in 2011.
Experience
Total IT Experience 2 Years 7 months
Tools and Technogies worked on
RSA Archer 050-v5x-CA Certified Administrator
•
Service-Now Administration & Development
•
ITIL, ITSM Based applications & processes.
•
Incident Management, Change Management, Problem Management, Service Level
•
Management, Configuration Management, CAPA, Non Conformance.
Computers Worked on
Computer System Programming Languages Special Software
Service-Now(june and
Windows XP,98,2003 Server, JavaScript, PL/SQL, C.
berlin),Archer(5.3),HPALM11.5
2000 Server
Career Profile
The details of the various assignments that I have handled are listed here, in chronological order
Since Feb 2012 to Till date Tata Consultancy Services
Title Production and support
Client Name Top US Based Insurance Company
Position Developer
Description The scope of this Production and support
project is to provide Production Support,
Maintenance and Enhancement
Services. Main objectives is to Handle
Exception request; Process
Flow; server maintenance; compliance
management,generating subscription and
global notification ; generating diiferent types
of audit reports for client according to the
buissness requirement; handling day to day
user request; Bug-fixing,configuring access
control, record permissions, events and
notifications in Archer ;supporting
Production activities; resolving customer
issues related to application e.t.c.
Responsibilities 1. Production support and enhancements for ITSRC
system used across the company
2. Supporting activities like handling user requests,
information needed by user in using the Applications,
Bug-fixing, resolving Sev-1, Sev-2, Sev-3 and sev-4
issues.
3. Enhancements are related to configuration
changes, different changes in the rules and actions
and events of an application, behaviour of an
application according to some rules and minor
developments according to the BRD of Client or any
other business needs and movement of minor
developments from QA to Production.
4. Monitoring day-to-day activities of the team and
providing maintenance of applications, ensuring SLA
of service.
5. Server maintenance, IVP Check, Checking the
running job and failed jobs.
6.Calculating the record status and calculating or
recalculating dirty records.
8.Managing and creating different types of
notification and Setting Notifications rules according
to buisness needs.
9.Working on Private and Off-layout fields.
10.Recreating the records in QA to find the RCA in
case of any production issues.
11. Creating roles, groups, Record permission, e.t.c
for different monthly releases.
12. Logging in tickets in Service Now for every
activity in Archer and meeting its SLA.
13. Managing data feeds.
14.Importing Data from outside system to Archer
system through data import.
Operating System Windows XP, Server 2003,Windows 7
Language Archer, Service-Now
Since Nov 2011 to Feb 2012 Tata Consultancy Services
Title ITS-GBA Support
Client Name Johnson & Johnson Services Inc.
Position Developer
Description The scope of the ITS-GBA Support and
Maintenance project is to provide Production
Support, Maintenance and/or
Enhancement Services for ITSM and IRIS for ITS
Inc. The main purpose of this application is
Incident Management, Change Management,
Problem Management, Configuration
management and CMDB
Responsibilities 1. Application support and enhancements for IRIS
and ITSM applications used across J&J.
2. Support activities mainly related to solving the
user incidents, requests and their various day-to-day
problems in using the Applications. These activities
are critical and hence needs priority-processing.
3. Enhancements are related to the up-gradation of
some applications due to the change in requirements
of the Client or any other business needs.
4.Solving Sev1 issues and major Incident.
5. Small configuration changes.
6. Monitoring day-to-day activities of the team to
ensure 100% process compliance and providing
maintenance of applications, ensuring agreed SLA of
service.
7. End to End testing of SRM.
Operating System Windows XP, Server 2003,Windows 7
Language Service-Now
Training Conducted
Title Year Location Organised by
Introduction to Service Now 2013 Kolkata Tata Consultancy
Services
Service-now Customizations Basics 2013 Kolkata Tata Consultancy
Services
GRC Archer 5.X 2013 Bangalore Tata Consultancy
Services
Trainings Attended
Title Year location Organised by
GRC Archer 2013 Kolkata Tata Consultancy
Services
Service Now 2012 kolkata Johnson and
Administration Training Johnson
Java Basics & Advanced 2011 kolkata Tata Consultancy
Training Services
Educational Background
Bachelor of Technology (Applied electronics and Instrumentation Technology ) from
•
Institute of technical Education and research,Bhubaneshwar,2011
Senior Secondary Examination (XII) from Kendriya Vidyalaya Bargarh,2006
•
Secondary Examination (X) from Rotary Public School, Bargarh,2004
•
Personal Details
Sex Male
Nationality Indian
Date of Birth 16-08-1988
Marital Status Unmarried
Date of joining(TCS) September 2011
Designation System Engineer
Location Kolkata
Current Employer Tata Consultancy Services
Email *************@*****.***
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