Service Management

RESUME

S B. Nikhilesh Kumar

#*** * **** *****

BEML nagar, KGF E-mail: *********.********@*****.***

Kolar – 563115, INDIA Contact No: +91-998*******

CAREER OBJECTIVE

Seeking a position to utilize my skills and abilities in the Information Technology that offers professional and personal growth while being resourceful, innovative and flexible.

TATA Consultancy Services: 4 Years 9 Months (Oct 2010 to Jul 2015)

PROJECT DETAILS

Project 1: Phones4u (3 Years 10 Months) ( October 2010 – August 2014)

Role 1 : Service Desk Analyst

Client : UK Based Independent Mobile Retailer with 600+ stores spread across UK

Responsibilities :

Provide helpdesk support and resolve problems to the end user’s satisfaction

Monitor and respond quickly and effectively to requests received through the IT helpdesk

Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

Modify configurations, utilities, software default settings, etc. for the local workstation

Utilize and maintain the helpdesk tracking software

Document internal procedures

Assist with onboarding of new users

Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

Install, test and configure new workstations, peripheral equipment and software

Maintain inventory of all equipment, software and software licenses

Report issues to the Service Desk for escalation

Manage PC setup and deployment for new employees using standard hardware, images and software

Assign users and computers to proper groups in Active Directory

Perform timely workstation hardware and software upgrades as required

Role 2 : Incident Manager

Client : UK Based Independent Mobile Retailer with 600+ stores spread across UK

To manage the complete Infra structure of the Phones4u project and to make sure the Infra structure services are available for the customers as per the agreed contract.

To manage the disruptions in IT Services and restore them to normal state as soon as possible with workarounds or solutions to ensure minimum impact to the business.

To identify, record, classify, and progress incidents until affected services are returned to normal or acceptable level of operation and the customer agrees incident closure.

To take the full ownership and responsibility at the time of any disruption in Service and making sure that the service is restored and there is no impact to Business.

To make sure that all the relevant stakeholders and Resolver groups are taken into the call at the time of a Critical or High Priority incident.

Always to ensure that SLA is maintained and service is restored within proper time.

Preparing Process work documents and providing it to Service Desk and Support Central so that proper handling of calls can be done.

Manage and prepare all the DWM Reports bearing incident count, call count, SR count.

Be a part of Weekly calls with Problem Management team to analyze and ensure that incident count reduces whenever there is a rise in incident volume.

Making sure that Problem Ticket is opened for recurring incidents and making sure that the relevant incidents are closed relating the Problem Ticket No.

Analyzing incidents and the criticality of the issue and thereby channeling the same with proper priority.

Preparing Newsletter for Phones4U and publishing the same every month citing all the Highlights, Lowlights for the month.

Project 2: SUPERVALU: 11 Months (From August 2014 – July 2015)

Role : Command Center and TCS TOM (TCS Outage Management) Lead

Client : US Based Retailer Company which is operating for nearly Century and is the 5th largest food retailing company

Responsibilities :

Help to resolve problems or issues through methods of trouble shooting, as well as separate analysis.

Coordinating the resolution of customer impacting events and also leading root cause analysis investigations

To ensure staffing levels are adequate to meet operational goals

Initiate IM process for S0 and S1 severity

To ensure high efficiency to meet the service level objectives

Lead weekly and daily staffing review meetings with management and intraday analysts detailing previous and current week’s performance and forecasts.

Prepare and Send Daily, Weekly and Monthly Report to stake holders

Provide training to new joiners and enable them to work efficiently

Accenture: 8 Months (July 2015 till Date)

Role : Shift Lead

Client : Microsoft Supply Chain

Responsibilities :

Shift leads are the first point of escalation for users, client to prioritize an issue reported.

Responsible for the flawless service delivery to users 24X7 within the agreed upon communication and resolution SLAs.

Responsible to keep track of progress made in resolving incidents.

Responsible to notify users of any planned/unplanned activities or outages and other status/informational details.

Responsible to chair bridge calls which are being setup to bring together all the relevant parties to once platform to discuss and resolve ongoing issues.

Responsible to engage right Support operation teams to ensure server patch compliance is achieved.

Responsible to ensure the quality of response from Support operations.

Responsible to drive production account password and certificate renewal activities with Support operation teams.

Responsible for ensuring efficiency and the effectiveness of the Incident Management process

Involve the External Supplier / Vendor in providing resolution, if the incident is related to services/ products supplied by third party vendor

CERTIFICATION DETAILS

ITIL V3 Certified

Microsoft Active Directory professional Certified

ITIL Intermediate (Service Operation) – In Progress

EDUCATION QUALIFICATION

B.Sc. in Computer Science from Bangalore University. (2007-2010)

Intermediate (12th) from Karnataka State Board, Karnataka (2005-2007)

S.S.C (10th) from Karnataka State Board, Karnataka (2004-2005)

TOOLS USED

BMC Remedy – Ticketing tool

CA Service Desk Manager – Ticketing Tool

Microsoft SCSM – Ticketing Tool

My Oracle Support(MOS) – Service request tool

TMS – Text messaging systems

Remote Desktop Client

Putty

Remote Desktop Connection

Azure Global traffic management Client

COMET – Microsoft Supply chain communication Tool

Consensus – Microsoft Customer satisfaction Reporting Tool

Secret Server 8.1 Enterprise Edition – Tool to manage Service accounts and passwords

ACHIEVEMENTS AND STRENGTHS

Excellent Communication Skills and Time Management

Good People management skills

Able to Work under pressure conditions

Ability to work independently and as a team player

Attended Corporate level “First Time manager training” conducted by TCS for a week

Appreciated with GEMS from TCS Service Management team for outstanding contribution towards service management

PERSONAL PROFILE

Name:

Nikhilesh Kumar S B

Father’s Name:

Basavaraj

Nationality:

Indian

Date of Birth:

13/April/1990

Languages Known to Speak:

English, Kannada, Hindi, Tamil, Telugu

Languages to write:

Passport Number

Passport Expiry

English, Kannada and Hindi

L9640033

17th June 2024

Date: 19th Dec 2015

Place: Hyderabad, India Nikhilesh Kumar SB

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