CURRICULUM VITAE

ASHISH AGGARWAL

Z-**\B PREM NAGAR UTTAM NAGAR

NEW DELHI-110059

CONTACT +91-995*******

EMAIL ID: acu1mm@r.postjobfree.com

Objective

Seeking a challenging and responsible position in industry that utilizes my professional and academic excellence

Career Snapshot

Above 8 years of experience in INFOBLOX, Infrastructure Operation and Windows Support

Performed various functions i.e. Project Management, Client Relationship Management, People Management, and Team Management

Project Management Professional (PMP) and PRINCE2 Trained

Certified on ITIL – Foundation v3 and Service Operations practice of IT Service Management.

Manage internal and external DNS servers of Lloyds Bank using INFOBLOX

Worked for British Telecom (BT) client Hong Kong, drafting business process workflows with the understanding of various business unit functions and activities i.e. Project management and Procedures, Change Management, IT Operations & Technical Management and Service Management

Expertise in Managing/driving ITIL/ITSM best practices/Service Delivery

Server Client System: Windows Server 2000, 2003 & 2008, Active Directory, DNS and DHCP

ITIL V3 Certified (Foundation Certificate in IT Service Management)

Worked as Subject Matter Expert for Microsoft Office and Outlook including all email clients

Proficient in Microsoft Suite of products Excel, Word, PowerPoint, Access, Project, and Visio

Extensive experience and skill in hardware and software troubleshooting, end-user consultation and training, and general desktop systems support.

Experience with IT service Management System Tools like BMC Remedy, HP Service Manager, and Citrix XenApp 6.5 along with Ticketing Tools like Zen desk and Customer Assistance Portal (Microsoft)

Work Experience

Tech Mahindra August 2012 to Till Present

Designation: Technical Lead- INFOBLOX

Key Responsibilities

Manage and Supported DNS Environment, including more than 10000 domains of LBG

Developed implemented and monitored SLA with staff and customer ensuring compliance and quick resolution of specific issues

Communicated regularly with senior management on both Technical and Non-Technical personnel to build effective cross functional teams.

Facilitated weakly team meetings, individual consulting, and quarterly performance evaluations to motivate Team members.

Work with internal and external groups on daily DNS tasks and responsibilities.

Review change controls and approve if they are fit for purpose.

Develop & establish operating policies, ITIL practices, internal controls & best practice approaches for computing and IT systems/services

Document the DNS environments that are supported and maintain application flow documentation to the extent necessary for overall system support.

Familiarity with change control and problem management methodologies

NIVIO Technologies Pvt. Ltd. March 2012 to May 2012

Designation: Lead Technical Support Representative

Key Responsibilities

Working on Zen desk ticketing tool and responding to Tickets

Perform knowledge transfers & training to Partners/Vendors

Customer sensitivity and Rapid Response

Preparing monthly work status report and updating technology specific documents

Constant evaluation of customer environment and driving automation

Work on Escalated incidents and provide resolution

Interfaced between customer base and our engineering departments.

Coordinate and work with senior engineers and product development team.

Participate in product improvement and development plans.

Test newly developed products and knowledge transfers from engineering team.

Convergys India Services Pvt. Ltd. July 2008 to March 2012

Designation: Microsoft Escalation Engineer

Key Responsibilities

Providing Support to North American Premier and Professional Customers to resolve the Microsoft Office,Outlook, and Exchange issues.

Active Directory users and groups management.

Implementation and administration of Active Directory, DNS, DHCP and WINS

Implementing and administration Active Directory services, replication, Trust relationship and enforcing Domain wide Group Policies

Backup and Restore Active Directory.

Knowledge of SMTP, POP3 and IMAP protocols

Installation and configuration of Microsoft Exchange 2003, 2007 and 2010

Controlling Mailbox Growth, Personal Folders, Public Folders and PST Files

Create, Modify and Deleting User Mailboxes and Group Accounts

Configure Email Clients like Microsoft Outlook, Outlook Express, and Windows mail

Functioning of OWA (Outlook Web Access) and Hosted mail

Installation of Microsoft Office 2003, 2007 and 2010

Academic Qualification

B.Com (H) from Delhi University, Delhi (India)

Microsoft Certified Professional (MCP)

ITIL V3 2011 Foundation

Personal Attributes

Highly motivated and goal-oriented individual

Excellent interpersonal, written and verbal communication skills

Ability to interact with all levels of management.

Quick Learner, Self Confidence, Strong willpower and commitment.

Aptitude and ability to grasp Team player Confident and have a positive attitude

Personal Details

Date of Birth 06 Feb 1986

Gender Male

Marital Status Single

Nationality Indian

Languages Known English & Hindi

Passport Number K7277614

PAN Number AKXPA6874D

UNDERTAKING

All the information mentioned above is true to the best of my knowledge and belief.

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(Ashish Aggarwal)

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