Management Service

SANGITA PARIDA

E-mail: ***************@*****.***

Contact: +918*********

Career Objective:

Intend to transform myself into a professional in a challenging, creative and dynamic working atmosphere and contribute innovative ideas to fulfil the objectives of the company and put up scaffold for further innovations.To use my analytical skills, ability to communicate ideas and commitment to perform quality work through continuous learning and self development and thereby gain satisfaction in the process.

Synopsis:

Bachelor of Technology (IT) from Gandhi Engineering College, Bhubaneswar.

Having good knowledge of IT infrastructure, team management, people management, handling escalations, excel, reporting, service management, service delivery, client interaction, problem management & change management.

Focused, Hardworking, Business critical resource, self-motivated and team oriented coupled with excellent inter-personal skills always delivers excellence.

Professional Experience:

Currently working as an IT Operations Associate (Shift Lead) in Accenture Services Pvt Ltd. Bangalore, since May 2014 – Present. Handling team size of 40 members in Bangalore & 80 members in Kolkata.

Previously working as Servciedesk Analyst (Team Co-ordinator) in Acliv Technologies Pvt Ltd. Client Location - Verse -Innovation Bangalore, from Jan’2013 – Mar’2014. Handling team size of 14 members.

Accenture Services Pvt Ltd: IT Operations Associate (Shift lead)

12th May 2014 – Present:

Project Description:

Providing Infrastructure support to the client. Tracking the requests/issues as incidents.

Job Responsibility:

Handling client escalations & team issues. Effective interaction with the team related to their day to day activity, provide process updates & guiding them in their professional growth.

Extract multiple reports for analyze purpose & perform audits.

Co-ordinate with L2/L3/client to get the issue resolved within SLA & also provide necessary details required whenever requested.

Attend multiple calls of client/shiftleads/leads/L2 teams & others for discussion and process change or any improvements in the work.

Prepare monthly stack data for analyzing the performance of team members.

Act as SPOC in different migration/maintenance activity with different teams & client.

Prepare & update runbooks/documents related to process for the team to follow while working on incidents & checks.

Arrange team meeting & team huddles to pass the information to the team.

Take full responsibility of the team & help them in different scenarios.

Monitor all networking devices (Exchange and Messaging servers, Domain Controllers, WAN, MAN, LAN etc.,) using BPPM (EoS & SCOM),Solarwinds & Nagios monitoring tools, create incidents in BMC Remedy and troubleshoot the issue as per SOP’s.

Integrate BES mail id's on Blackberry servers and help BES users for activation of enterprise mail id using BlackBerry Enterprise Services (BES).

Activation/Deactivation of Blackberry services as requested, reset Blackberry Activation Password and Other Blackberry issues.

Add User Account into Mobile Device Management Application (Other Smart phones) & Incident Management support for smart phones.

Get Access to Instant Messaging (OCS-LYNC) for all client users.

Exchange Application Installation and configuration assistance.

Troubleshoot Outlook access and configuration issues. Support for Outlook calendar concerns, Whitelisting and Blacklisting, OWA issues, SPAM and Anitspam (BRUTUS) concerns, and etc.

Email integration with Application and also Mailbox transfer and movement.

Assist on Internal and external eRooms requests & issues: create, delete, copy, restore and etc.

Support VPN issues & requests, get immediate resolution from L3 Technician based on priority and urgency.

Assist on Security Dispensations, Internet, Firewall, Proxy, Network connectivity, WI-FI, RAS and etc.

Assist on Domain Name Systems (DNS), Virtual Directory Services (VDS), AD Replication issues & creation of new OU or AD site & manage Account Lockout issues.

Support on Extranet Identity Management System (EIMS), idPASS, LDAP, Group Policy Objects (GPO) &etc.

Handling job scheduling tools : Control-M & VTOM

Acliv Technologies Pvt Ltd: Servicedesk Analyst (Team Co-ordinator)

16th Jan 2013 – Mar 2014:

Project Description:

Implementation and Handling of NETWORK OPERATION CENTER as well as providing 24*7 support for operational issues.

Tracking and monitoring of data for different VAS service providers. Data is tracked and stored in central repositories for the further monitoring and analysis purpose. The data is transferred between various units as classified by client. Using replication the data is transferred between different service providers of VAS under the globe.

Job Responsibility:

Monitor the services provided by Verse using Nagios monitoring tool and notify to the respective team.

L1 support to the customer complaints related to Billing, Charging, and Provisioning.

Direct interaction with other technical support staff, the development team, the delivery team and management to resolve issues.

Handling and escalating the queries to senior level via ticketing system as well as email and direct phone calls.

Raising, Assigning, Notifying and Escalating Incident/Change/Service request & having good understanding of entire life cycle of the incident & prioritisation of the incidents.

Monitor Networking Tools ‘NAGIOS’ & ‘NEWS HUNT’

Incident Management of Network & Analyzing about issues.

Activation/Deactivation of MSISDN & Manual Pushing, Checking logs.

Find and resolving the issue regarding call failed in IN/VAS network on daily basis.

Preparing reports (Ticket Tracker Daily Report, SLA report, CRM report, Alert Manager Report, Alert Report, and App Response Time Report).

Take end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements.

Give presentation on client side for weekly reviews & 1st point of contact for any kind of queries/process/escalation.

Technical Skills:

Ticketing Tools : BMC Remedy (PROMISE)

Monitoring Tools : BMC Proactive Net (BPPM), Solarwinds,

Bocada Enterprise, Nagios, VTOM, Control-M, NBU Console

Other Tools : BlackBerry Enterprise Services (BES) Account Manager, Bahia

(CMDB), eroom support

Applications : Microsoft Office (Excel & word), Apache Open office

Certifications:

ITIL V3 Foundation certified from Practical-methods, Bangalore

Did classroom training on Fundamentals of Linux in Accenture.

Did online training on SharePoint, excel & oracle.

J2SE certified from Interface software, Bhubaneswar.

.NET certified from Framework, Bhubaneswar.

Achievements:

An active member of GPTW (Sampark) team for organizing events for the project.

Received 50 points for taking KT & providing RKT to all team members within 6 months in Accenture Services Pvt Ltd.

Received 100 points for doing a very good job as a shiftlead and took the responsibility to provide KT to new joiners in Accenture Services Pvt Ltd.

Started working as backup shiftlead from the 6th month of my joining in Accenture.

Received Spot Award for the month of July, 2013 from Acliv Technologies Pvt Ltd.

Received Spot Award for the month of October, 2013 from Acliv Technologies Pvt Ltd.

Core Strengths:

Good Team Player, Dedicated resource, Fast Learner and a Hard Worker.

Organized, resourceful and well structured at work.

Self confident, adaptable to any situation and place of work.

Personal Details:

Father Name : Mr Giridhari Parida

Date of Birth : 19th OCT 1989

Marital Status : Unmarried/Single

Languages known : English, Hindi, Oriya

Permanent Address : Paradeep, Orissa, Pin - 754141

Current Address : Door no- 1741, JP Nagar 2nd Phase, Pin-560078

Declaration:

I hereby declare that the above written particulars are true to the best of my knowledge and belief.

PLACE: BANGALORE SANGITA PARIDA

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