Management Service
Resume:
Sunny Katoch
Brampton, Ontario L*Y 4B9
************@*****.***
Summary:
Well versed with ITIL processes and implementing Incident Management, Change Management, Problem Management.
Experience with ticketing tools like HP Service Manager 9(SM9) and Remedy.
CCNA and CCNP(Route) certified and experience working in 24x7x365 environment.
Excellent working knowledge of Microsoft Tools (Microsoft Word, PowerPoint and Excel) and other IT software/hardware.
Fluent in English and strong communication skills.
Education:
Bachelors of Engineering (B.E.) in Computer Science& Engineering (Assessed by WES Canada)
Panjab University
Chandigarh, India 2007-2011
Employment History:
Evry India Pvt. Ltd.(Now IBM India Pvt. Ltd.) Oct2012- Jun2015
India
Service Desk Analyst
Performed Event Management by monitoring of alerts using HP OpenView(OVO),HP BSM, HP Operations Center,HP Service Center, Nagios, HP NNMi, Telenor Webline, HP BAC.
Interacting and coordinating with the Nordic clients for the resolution of incidents(tickets).
Worked on ITIL framework in NOC(Network Operation Center) in 24x7x365 environment.
Looking after issues of Network Security, Antimalware (Trend Micro & Symantec) and worked on Remote Authentication Tools like Pinsafe.
Ensuring proper tracking and performance trend analysis on Key Performance Indicators (KPIs).
Compliance with validation requirements, standard-operating procedures (SOP) and change control.
Monitor, document all troubleshooting and incident management actions via the electronic incident management system.
Handling escalations by following the escalations matrix.
Participate in the Incident and Minor, Major, Critical Incident Management process as documented in the policy and procedures document.
Perform continuous trend analyses on the volume and nature of Incidents and checking the CMDB(Configuration Management Database) in order to identify potential systemic problems, areas for improvement within the process and reporting on the trend analyses and improvements to by business unit on weekly basis.
Diagnose and troubleshooting end user Citrix desktop authentication and application issues.
Escalate problems efficiently to other technical support personnel and service providers.
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
R&S Computers Inc. July 2015-October 2015
Brampton, ON
Computer Hardware Technician
Troubleshooting, analyzing and repairing problems of computer elements such as desktop computers, laptops and various components/peripherals of an IT network.
Administering and monitoring performance of LAN/WAN network using remote connection tools and installing network cabling for local networks
Maintained records of hardware issues, performance and supplies.
Best Buy Canada October 2015
Toronto, ON
Computer Sales Associate
• Assist customers with product knowledge, help them find the complete solution to fit their needs.
• Sell both products and Geek Squad services.
• Process returns, exchanges, and handle customer questions and concerns.
SBE Global Service October2015-Present
Level-II Technician
Mississauga, ON
• Examine cellphone unit and observe operation until an initial suspicion is developed to open up the unit and perform further checks using electronic hand tools and prescribed testers.
• Upgrade internal software of any smartphones to the latest software versions.
Volunteer Experience:
ETAG(Etagonline.ca) July 2015-Oct2015
Brampton, ON
Enhancing the lives of adults 55+ through technology education and support.
Educate participants about technology and common internet tools and websites in accessible language
References: Available on request.
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