ITIL V3 certified with 2 years experience + MCSA

Y.vamseedhar

M: +919********* E: *************@*****.**.**

objective

Seeking to steer Incident Management while integrating Domain /

Technical expertise, Leadership and Management skills enhancing

Organizational objectives & performance to world-class levels.

Professional Synopsis

. A fast learner with ability to grasp information quickly.

. Comfortable in analyzing the event log files and system performance

monitoring.

. Strong analytical abilities.

. Comprehensive System and Windows Administration.

. An effective communicator.

. Complete team man.

skills & abilities

. Strong troubleshooting, analytical and creative problem solving skills.

. Able to handle multiple tasks and coordinate tasks/problem solving with

multiple IT groups, service suppliers and business users.

. Good organizational skills that support multiple lines of business in a

time sensitive global environment.

. Ability to work on own initiative and as part of a team.

. Strong Written & Verbal Communication Skills.

. Sound knowledge and experience in Incident and Problem Management.

. Good understand / Working knowledge of ITG Service Desk Tool (HP

Product).

. Good sense of urgency in driving change to effect substantial efficiency

and effectiveness gains.

. Ability to effectively understand business operation, impact and manage

implementation of resolution to resume its services in a speedy and

effective manner.

ExperieNCE

Dell india, hyderabad

May 2012 to Till Date as Team Lead - (Vendor: Adecco Consulting)

Core Responsibilities

. Management and ownership of 1st level incident management, escalation and

restoration of service.

. Preparing reports and maintains records of work accomplishments and

administrative information, as required, and coordinate the preparation,

presentation, and communication of work-related information to the

Project Manager.

. Creating and updating good technical documentation.

. Interceding with the project manager on behalf of the team to inform him

of performance management issues/problems and to recommend/request

related actions, such as assignments, re-assignments, promotions and

performance appraisals.

. Coaching, facilitate, solve work problems, and participate in the work of

the team.

. Observing training needs and relay training needs and requests to

supervisor.

. Review and approve changes to production services ensuring minimum

disruption to services.

. Learning new applications, Client-specific technologies, system behavior

and business processes as they relates to customer needs.

. Mapping the manpower needs for team and participate in the recruitment

process.

. Intervene when necessary to aid the group in resolving issues.

. Reduction in the number of problems being escalated to 2nd level through

improved skills and processes.

. Familiarize the team with the client needs, specifications, design

targets, the development process, design standards, techniques and tools

to support task performance.

. Reliability and availability of systems and services to meet agreed

service levels.

. Escalating issues which cannot be resolved by the team.

. Co-ordinate & follow-up with Service Providers in case of any external

Service failures for early issue closure.

ge money servicing, hyderabad

March 2009 to May 2012 as Desktop Support Engineer - L2 (Vendor: Adecco

Consulting)

Core Responsibilities

. Judging the severity of the incident and suggest the Service Desk what

should be the severity.

. Coordinating with Service Desk to get the incidents resolved on priority.

. Capturing business impact, update and notify Organization leadership.

. Working closely with the Incident Coordinators to provide guidance

towards the best possible way to identify and rectify incidents.

. Manage Escalations from Business and provide detailed reports.

. Working closely with Problem Management for identifying Root Cause

Analysis.

. Taking part in major incident reviews and provide suggestion for

improvement.

. Periodically communicate to the higher management with respect to the

status of the incident and steps being taken with time lines.

. Design techniques to improve service efficiency and process improvement

plans.

. Active participant in conducting team meetings and review the weekly

incidents and identify different ways of improving the process.

. Key role in maintaining team room with Process related documents for the

benefit of new engineers.

. Being an experienced employee, I take up the ownership of maintaining

leave tracker, Shift Roster, team review documents and several other

process related tasks on the Team room.

. Attend post incident reviews for improving SLA.

. Assisted the team in migrating from Client-Server methodology to Virtual

Desktop Interface (VDI units in VMware) on 1000+ desks.

. Prepared 35+ ThinApps that run on VDI units, besides, updation of all

these applications on regular intervals.

. Monitoring & trending the shift wise requests of VMware related issues

separately.

. Handling Escalation Calls & issues from Desktop Support Engineers.

. Closing the issues within the TAT & maintain SLA.

. Responsible for opening bridge (conference calls) in case of high

severity Incidents with Clients and Operations head and providing an

update on Incidents.

. Establish proactive problem management practice to prevent problems and

resulting incidents from happening.

. UAT of patching activities & other software deployment. Preparing

documentation according to the ITIL Process.

. Creating daily reports, SLA breach reports, Exception reports,

Dashboards, Shift rosters.

. Floor visits and observing the engineers way of handling an incidents and

providing feedback.

. Liaising with the Customer as focal point for all high priority & major

incidents reported.

. Providing technical direction and coordination to the resolver groups

involved.

. Providing support and participate in the Change Control Board and change

control process.

. Providing appropriate inputs to the problem management process, RCA

preparation.

. Developing an understanding of the client's organizational structure and

infrastructure environment.

. Possessing excellent written and verbal communication skills.

. Experienced in sending out executive alerts/communication mailers.

. Defining, designing and conducting problem trend analysis to eliminate

recurring incidents and to minimize impact of incidents that cannot be

prevented.

. Managing and driving third party vendors to the quick resolution of

incidents.

. Using Escalation matrix appropriately to get appropriate level of focus

from technical teams and management.

rajivgandhi international airport, hyderabad

October 2007 to March 2009 as System Support Engg

Core Responsibilities

. Worked with SNMP based applications extensively.

. Installation, Maintenance and configuration of Desktops and Notebooks.

. Preparing and Maintaining a Master Image of OS and applications being

used in product development at Samsung.

. Day-to-day operations with respect to system administration installing,

configuring and maintaining Windows operating system.

. Managing network monitoring products like BMC Remedy and generating

reports at the end of shift.

E4E, KORAMANGALA, BANGALORE

Dec 2006 to October 2007 as Technical Support Executive

Core Responsibilities

E4E is the Authorized technical support center for Symantec products.

. Installation, Maintenance and configuration of Norton Security Products

like Personal firewall, Anti Virus, Internet Security, GoBack, BackUp,

Norton Ghost and Norton 360.

Key Result Areas

Responsible for support of Symantec product users in Purchase, Install and

Configuration.

. Implementation of Anti Virus, Internet Security and Norton Firewall.

. Handling online support via chat of at least 50 support tickets each

day.

. Resolving issues remotely using remote connection tool RA by Norton.

. Resolving errors related to OS in relation with Norton products.

. Supporting clients on Norton 360, which is a tool used for Antivirus,

firewall and Backup & restoration of system Image.

. Taking system images of Windows system using Norton ghost software.

. Prepared templates for recording solutions used in resolving issues,

which helps in faster resolution of repetitive issues.

. Generating reports end of day related to issues handled, resolved,

time spent and issues escalated with reasoning.

. Collecting feedback from the customers on the resolved issues.

Al batra al muttanabbi systems and software

Sep 2002 to Aug 2003 as Hardware Engineer

. Assembling of desktop PC.

. Installation & troubleshooting of Windows & Linux operating system.

. Systems and Windows administration of about 100 desktop PCs.

Key Result Areas

. Generation of college reports for university students.

EDUCATION:

1. M.Sc (IT) - 2008 to 2010 from Alagappa University, Tamil Nadu.

2. Graduation in E.H.P. - 2003 to 2006 (English, History and Political

Science) from Kuvempu University, Karnataka.

3. Diploma in Mining - 1988 to 1992 from State Board of Technical

Education and Training, Andhra Pradesh, Hyderabad.

4. Certificate in Computing - 2000 to 2001 from I.G.N.O.U.

#108, Charkradhari Nagar, 2nd Phase,

Allwyn Colony, Hyderabad - 500072.

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