Service Management

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JAVED I. KHAN

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

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M: 969-***-****

OBJECTIVE

Skills:-

To manage the performance of services to clients (24 x 7, 365 days per year) and ensure that

service levels are achieved in line with contracts. To ensure that customer expectations are met

Client Operating System:

or exceeded.

Win 98, XP Pro, Vista, &

PROFESSIONAL OVERVIEW Win 7, Win 8

Microsoft Technologies:-

B.E, ITIL V3 with 3.8years’ experience in IT Technical Support and Remote Administration.

Active Directory, DHCP,

Ability to communicate and interact effectively, personally and professionally with clients

DNS, & Group Policy.

and colleagues for problem resolving.

Server Operating

Establish and maintain effective relationships with clients and vendors, providing systems

Systems:-

solutions that will improve business. Windows 2003 & 2008.

EXPERIENCE Software’s:-

MS Office 2003, 2007,

2010, 2013.

Wipro Ltd From Aug ’14 – Till Date

Client: - SUN Pharmaceutical Industries Ltd. Role: Team Lead

Antivirus Clients:-

Symantec antivirus

McAfee Internet Security

Responsibility:

Virtual Technology:

Central Ownership of Service Incident and Service Requests MS Virtual Machine,

VMware

Ultimate responsibility for ownership of all customer incidents or service requests

Logged. Responsible for tracking and progress chasing of incidents to conclusion and in

Remote Technologies:-

line with SLAs and quality standards.

VNC, Net Meeting, Live

Customer Relationship Management and Service Reviews Meeting, PC Anywhere,

To build services relationship with clients, to conduct attend service reviews for key clients, MS Communicator, Team

to review performance reports, service improvements, quality and processes. To provide viewer.

management and performance reports to an agreed schedule.

Incident Levels Call Tracking/Ticketing:-

Remedy, HP Service desk,

To continually measure, monitor and work to drive down incident levels. This will relate

HP Service Manager, CA

to Product and Customer problems. To ensure that the service desk actively participate

Service Desk, Resolve IT.

In improving the usability and reliability of Sunpharma applications.

Service Desk Knowledge Management Mail Client:-

To ensure that the Service Desk is fully using appropriate knowledge management tools MS Outlook, Lotus Notes.

and practices in order to provide a more effective and efficient service to customers.

Responsible for ensuring that the Service Desk have the requisite knowledge to process Handheld Devices:-

customer incidents effectively Blackberry.

Leadership and Line Management

Professional Training&

Leading and managing the Service Desk team to ensure team and individual performance

Certifications:-

levels meet client needs consistently. To ensure continual development of the team and

H/W & Networking.

individuals takes place and that potential is achieved.

CCNA

Key success criteria

ITIL V3

To ensure incidents and service requests are managed effectively to SLA.

To ensure consistent performance to internal targets or to exceed performance.

To ensure the level of incidents are being continually driven down.

Monitoring CA Service Desk Servers and application.

Monitoring CA ITCM Servers and application.

CA ITCM Agent Deployment and Maintenance.

Creation of scripts used in ITCM asset management and software delivery.

Software Deployment using CA Software Delivery.

Installation of Patches through UPM.

Assist in reporting for ITCM and CA Service Desk using DSM Reporter, BOXI& Info

view.

Installation and configuring Windows XP/ Vista/ Win 7.

Remote Administration of servers/machines using VNC, Net meeting and PC anywhere

MS Communicator tools.

Projects Handled:-

Implementation of Print Management Solution.

Deployment of MS Office Standard across SPIL Locations through CA.

CA ITCM Implementation for Pan India Centralized Asset Management.

CA Service Desk Implementation for Pan India location.

HCL Services Pvt. Ltd From July ’12 – July ‘14

Client: - Fullerton India Credit Company. Role: Team Lead

Managing Team Size of 36 engineers (Desktop Operations) at PAN India FICC location.

Managing 24*6 Service Desk as a part of Service Desk Management.

Ensuring that service delivery takes place based on the Service level agreements.

Keeping track of critical or major incidents and sharing RCA with customers.

Ensuring Prompt communication to all users in case of any Major failure or breakdown.

To execute & implement IT Projects at FICC and ensure its timely closure.

Handling Weekly Ops Review meeting with client.

To ensure that service norms committed to the customer are met.

Ensure all the customer complaints/issues are identified, to prepare Action plan for all

Complaints received and drive till closure along with PM.

Review performance with the customer periodically during on-going phase. Ensuring

smooth operations for all systems across the IT teams.

Conduct weekly review meeting with Vendor on Breakdown Calls, ensuring prompt

closure of pending issues at sites.

To ensure implementation of processes for all services covered in the SOW, ensure

100% SOW compliance & timely escalate non-compliance to Program management.

Conduct weekly review meeting with team and identify gaps to take corrective action.

Maintain SLA doc for all the activities performed by the team, collect performance data,

analyze and publish.

Team lease Services Pvt. Ltd From April ’11 – Till

June’12

Client: - Procter & Gamble Home Products Ltd. Role: Engineer - EUS

Responsibility:

Installation and configuring Windows Server 2000/2003/2008&Windows XP/ Vista/ Win

7.

Server Environment includes Designing & Administration of Windows 2003 Servers,

Active Directory.

Designing and Implementation of Windows servers with various services configured like

DNS, DHCP. Active directory configuration, management and administration.

Server maintenance tasks like monitoring and managing disk space utilization, memory

utilization and other server resources.

Active Directory users and group’s management, Performed user account creation,

deletion, configuration and NTFS permissions for all the users in the domain.

Remote Administration of servers/machines using VNC, Net meeting, PC anywhere and

MS Communicator tools.

Tracking calls through HP Open View Service Desk Tools and Service Manager.

Configuration& troubleshooting of Nortel VPN Client.

Secure ID assign and unassigned.

Troubleshooting related to connectivity.

Virtualization:

Install and Configure VMware® Workstation 7.0.1.

Microsoft Virtual Machine 2007.

Projects Handled:-

New Hires Deployments. (Laptops & Desktops)

Summer& Autumn Interns Deployments. (Laptops)

Personal Computer Trade Up (PCTU).

Upgrading operating system from Windows XP to Windows7.

(350 Laptops & 250 Desktops)

Ampitup project for P&G Bangalore office for 150 users.

Ampitup project for P&G Mumbai office for 850 users.

Achievements:

Gem Spot of the month for July’11.

Hero of West for best performance in quarter.

Gem Spot of the month for Feb’12.

TV Products India From November ’10 – Till

March’11

Client: - TV Products India. Role: System Engineer

ACADEMIC CREDENTIAL

PG in Operations Management (2012) from Welinkar School of Management.

BE In Electronics & Telecommunication (2010) from Mumbai University.

Achievements:

Participated in NATIONAL LEVEL PROJECT COMPETITION event of

AVISHKAR 2010,organized by Saraswati College of Engg.

Secured third position in NATIONAL LEVEL PAPER PRESENTATION event of

SHIKHAR 2K10, organized by Y.T.I.E.T College.

Secured second position in NATIONAL LEVEL PROJECT EXHIBITION event of

SHIKHAR 2K10, organized by Y.T.I.E.T College.

Organized a NATIONAL LEVEL PROJECT EXHIBITION event of SHIKHAR

2K10, in Y.T.I.E.T College

Participated in ROBOCHAMP event of AREA 244, organized by Y.T.I.E.T College.

Participated in PAPER PRESENTATION event of AREA 244, organized by Y.T.I.E.T

College.

Participated in QUIZ COMPETETION event of AREA 244, organized by Y.T.I.E.T

College.

Participated in the communication skill & personality development program conducted

by Aspire Human Capital Management Pvt. Ltd.

Participated in ROBOCHAMP event of Techno-Vaganza 2009, organized by Y.T.I.E.T

College.

Secured first position in NON-TECHNICAL PAPER PRESENTATION event of

Techno-Vaganza 2009, organized by Y.T.I.E.T College.

Participated in TECHNICAL PAPER PRESENTATION event of Techno-Vaganza

2009, organized by Y.T.I.E.T College.

Secured first position in TECHNICAL PROJECT event of Crystal 2009, organized by

Y.T.I.E.T College.

Secured second position in TECHNICAL PROJECT event of Parish Sparsha 2007,

organized by Y.T.I.E.T College.

Secured first position in QUIZ event of Parish Sparsha 2007, organized by Y.T.I.E.T

College.

Academic Projects

Multi Effect Dancing Lights.

Speed Control Of DC Motor Using Pulse Width Modulation

Home Automation Using Mobile Phone

PERSONAL DETAILS

Father’s Name : Irshad S.Khan

Gender : Male

Marital Status : Married

Nationality : Indian

Hobbies : Read, Write and Learn

Mailing Address : R/1, Lucas Gomes, Near ST Lawrence School,

Marol Village, Marol Maroshi Road,

Andheri (east), Mumbai.

State: - Maharashtra Country: - India

Postal code: - 400059

Place:Mumbai (JAVED I.KHAN)

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