Service Customer

Acharla Swathi

Mobile: 647-***-**** ITIL V*

Certified

Email: **.*********@*****.***

IT PROFESSIONAL

Support Services ~ Incident, Problem, Change Management and Service Request

Professional Profile

Technically competent ITIL V3 certified professional with rich experience in IT Support

Services, System Administration and Client Servicing.

Skills in conducting various technical training sessions for enhancing the performance and

quality of service.

Proficient in Time line study and initiating SLA’s and OLA’s

Strong communication & interpersonal skills with abilities in CRM, RSA, VPN, Remote

Desktop, PeopleSoft, ERP and eESM.

Expertise knowledge of ITIL framework

Expert in analytical and problem solving skills.

Participated in Migration Projects(Exchange server,Windows server,Cisco router)

Certifications/Training

• ITIL V3 Foundation Certified

• Enterprise Windows 7 Deployment and Troubleshooting Windows Deployment Services

(WDS) and SCCM

• Active Directory Services

• SharePoint 2007/2010 admin

• BlackBerry Administration Servers

Technical Skills

• Office Tools: MS Office 2003, 2007, 2010, 2013 and Open office

• Hardware issues: Can troubleshoot any issue related to the Laptop and Desktop

Computers

• Certified as a Microsoft Professional in Exchange server

Work Experience:

E-health Ontario From Oct 2014-Till Date.

Senior Service Desk Analyst

• Solving customer issues related to installation and configuration of external hardware

devices.

• Installation, configuration, and administration of various hardware and software in LAN

and Wan environment.

• Installation of pc’s, printers, switches, and servers. Diagnosing and repair of all network

related equipment, and performing upgrades to both software and hardware.

• Currently serving as Network tech in support, providing on site support for over 300 staff

and currently 10 computer labs, hardware and software. This position also includes the

development of specific images for the desktop computers, testing and re-imaging of

desktop computers as needed to stay current and meet training needs at the Academy.

• Responsible for support enhancement requests as an Internal Project Manager within

Availability Management.

• Upgraded and configured aging servers at regional offices to more current Server OS.

• Installed and maintained secured wireless networks to remote locations.

• Installation and configuration of Active Directory Services.

• Creating, configuring and administration of Users, Groups in ADS

• Installation and configuration of DNS, DHCP, DFS, Print Servers.

• Administering peripheral devices such as RSA Tokens, Blackberry devices, printer

support, and Remote Access products including but not limited to OWA, and VPN

account setups.

• Update system as soon as new version of OS and application software comes out.

• Providing support and maintaining CISCO Telecom.

• Demonstrated knowledge of IT Infrastructure and Operations standards, tools, techniques

and methodologies.

• Experience managing change, including documenting change requests, change

implementation plans, resource schedules and back-out plans

• support of application software and associated middleware in a variety of complex

environments, like Windows and Linux Servers, VMware, Citrix, Oracle.

• Use of ticketing tools such as Remedy, Service Now, Infra and Jira.

• Knowledge and experience with standard problem logging techniques and tools in order

to track problems and ensure accuracy and completeness of problem documentation

ensuring follow-up or corrective action.

• Knowledge and experience with Standard debugging and testing techniques and practices

in order to:

• Identify and debug infrastructure and desktop problems encountered with software usage.

• Provide hardware, communications, and network support.

• Resolve complex technical problems.

• Proven track record for building strong working relationships

• Strong interpersonal, and verbal and written communication skills.

• Working with Hydro Vendor for all the Network Issues and Strictly follow SLA’s For

P1,P2 tickets in sending Email notifications,Broadcast messages.

Franklin Templeton Investments, Hyderabad From 11th June 2012 to

17th October 2014

Sr Service Desk Analyst

Roles and Responsibilities:

•Playing a key role in both Incident & Problem management.

•Hands on experience with the design and implementation of ITIL incident management,

change management, and problem management processes.

•Experience with IT Service Management Tools such as HP Service Manager, Service now,

BMC Remedy, INFRA.

•Determining and assigning the severity of the issue being reported according to company

defined standard severity definitions. Calculating the business Impact based on the

Application Severity

•Send out opening, updated and closed service alerts to respective application and end users

group.

•Setting up bridge calls and coordinating them during the down time of the applications or

whenever there is a CHANGE in place.

•Coordinating with support teams RCA (Root Cause Analysis) for Severity1, Severity2 and

proactive Severity2 issues

•Handling Specialty Queues such as System Administration, Technical, Policy Helpdesk and

Executive Escalation Queue.

•Identifying and engaging the relevant application and operations teams during an outage.

•Engage Respective Application and Operations Support on Bridge call towards resolving the

issue.

• Update and maintenance of the Application support contacts on the shared database for

future reference.

•Automate processes across the organization streamlining your business services.

•Personalize views based on the role driving productivity for administrators, agents and

business users interacting with the service desk.

•Easily implement and automate simple and complex processes with drag and-drop visual

workflow design including rules and approvals relieving focus on maintaining process

consistency across the organization.

• Quickly make resolution decisions and minimize disruption to your business with

integrated impact analysis.

• Proactively plan systems updates, notify affected users and avoid unnecessary service calls

with integrated impact analysis.

• Communicate effectively with the business leveraging realtime report creation with real

data, charting and publishing options.

•Constantly updating the Process knowledgebase regarding latest developments in tools and

specifications, project documents & providing process flows to implement the same.

•Playing a key role as DR Specialist in DISASTER RECOVERY PROCESS (DR Exercise),

which is run once in every six months across Sites?

•Administering account setups for FT employees across specific platforms and applications

in Franklin Templeton’s environments.

•Supports customer service levels with business users and IT partners through clear and

concise communications when handling problem tickets.

From 11th Aug 2008 to 01st June 2012

Genpact India

Technical Service Associate

•Was responsible for voice based process for the Corporate support Allstate, and Single Point

of contact to all IT related issues and infrastructure.

•Follow Complete SDLC and ITIL Framework Process in order to work on Incident and

Problem tickets

•Good Knowledge on Active Directory, checking permissions and other access related issues

which are account specific, handling Escalations.

•Researching several Alerts and error message pertain to Share Drive, Exchange server, CRM

Applications etc. validating and updating on Group Team Chat, creating Master Ticket.

•General Questions reg. File Permission, Share Drive access, VPN and Domain access,

evaluating the impact of new software and client/server applications.

•Follow up with clients through email or messaging tool to check problem restoration to

avoid incoming work and maintain quality service and adherence.

•Preparing Shift schedules and monitoring new joiners calls and assisting them on call

•Mentoring new joiners, Managing team in the absence of supervisor.

•Report generation, Interacting with the onsite Technical consultants of the client.

•Have a good understanding and exposure of VPN and Wireless solutions in Corporate

Environments.

•Time management skills and ability to handle multiple tasks/projects simultaneously.

•Setup and Manage New Hire, Contract, and Temp employees network access

•Creating and maintaining Mailboxes & Distribution lists in exchange 2007 server

•Update daily metrics and support Documentation on SharePoint

•Complete Blackberry administration, right from creating, deleting and modifying

accounts on BES (Blackberry enterprise server) including sending out service books, issuing

KILL commands and setting activation passwords on Blackberry devices

•Installation, Configuration, Administration and remote troubleshooting through remote tools

like NetMeeting, MSTSC and MOC, MS Lync.

•Promptly responding and replying telephone calls, analyzing problems using automated

diagnostic programs and resolving recurrent difficulties.

•Troubleshooting system and network problems and diagnosing and solving

hardware/software faults.

•Provide technical guidance and assistance, support and advice to the clients or customers.

• Identify and fix problems related to Internet connectivity for Laptops.

•Hands-on experience in Microsoft Active Directory Services (ADS).

•Creating and Managing GOOD Enterprise accounts for IPhone &I Pad

•Performs disables and/or delete user accounts as required by Corporate Security policies and

management. Tracks granted access-using database and spread sheet tools, and reports on

access attempts and violations.

Education

1. B.Sc. Computer Science from Begumpet Degree Womens College.

2. Intermediate from New Government College

3. S.S.C from Gayatri Grammer High School

References:

Available on Request.

Contact this candidate