ITIL, IT Service Management

Amit Solanki ITIL® Expert, COBIT* Cell: +1-416-***-****

Mail: *************@*****.*** Address: 3367 Chipley Crescent L4T2E3 ON LinkedIn:https://www.linkedin.com/in/amitsolankiitservicemanagement

SUMMARY OF QUALIFICATIONS

An ITIL Expert Professional with over 9+ years of experience in ITIL Process Management (Incident/Change/Problem), IT Service & Delivery Management, IT Service Desk Management, IT Operations Support.

Demonstrated ability to implement ITIL Process implementation (Service Desk/Incident/Change/Problem Management)

Defined, Document and Implemented Incident Management, Change Management and Problem Management process.

Responsible for Tool Testing, New Tool and Process Training across organization.

Gap Analysis - CSI Activity on Process and Tool.

Professional communication skills include fluency in English, Presentation skills and Corporate Training Skills.

Demonstrates ability to work collaboratively in a team and execute the completion of tasks.

Proven skills in:

Incident Management

Problem Management

Change Management

Process Implementation

IT Service Management

Large Scale IT projects

Process Improvement

Continual Service Improvement

Vendor Management

IT Monitoring

Trend Analysis & Reporting

Project Management

Communication

IT Operations & Support

Team Leadership

PROFESSIONAL EXPERIENCE

Lead II – IT Service Management 2012 – Till Present

WMS Gaming Solutions Pvt. Ltd.

Worked on ITIL Process Management, Incident Management, and Change Management. Vendor Management and Service Level Management.

Implemented Incident, Change & Service Desk processes resulting in saving lot of valuable Time & Manual work.

Implemented IT Asset Mgmt. using Free Ware Tool (GLPI) saving around 10000$

Leading & Managing a group of IT Support Engineers and their workload on Project/Non-project work tasks

Acting as a liaison between International IT Support Services and the International User community

Managed System Engineers with Installation, Technical Support, and Troubleshooting of Desktop Operating System, Basic AD & Network, Application software related issues.

Good communication & presentation skills & Team Management.

Have provided Training to Teams w.r.t ITIL Concepts.

Module Lead – IT Operations Management 2010 – 2012

Persistent Systems Pvt. Ltd.

Managing IT Service Desk for 2 Sites within (100,000$)

Incident/Change/Problem Management

Quarterly Internal Process and Systems Audits within team with proper records and actions

Process Gap Analysis & Internal Team trainings and Resource Management.

Part of Remedy Implementation for Incident and Change Management.

Site In charge – IT Infrastructure Management 2007– 2009

Wipro Info-Tech.

Led New projects to be implemented and took responsibility of coordinating with Client from start to final implementation of the project

Prepared ISMS, ISO documentation, including department policies and procedures. Coordinate information security standards and procedures in compliance with state of ISMS standards and guidelines.

Implemented and provided post production support for all designed solutions for Customers.

Significant experience in implementing of ITIL process-related discipline (ideally Service Desk, Incident Management, Change Management, Problem Management or Service Level Management).

Managed Crisis and Business Continuity Plan implementations for large accounts.

Sr. Technical Support Engineer 2004– 2006

Worked on more than 950 Servers responsible for providing Technical Support for all Microsoft Enterprise Level Clients.

Configured all Microsoft EPS 2000 Sever/2003 Server/XP Operating Systems from scratch.

VOLUNTEER EXPERIENCE

Free Lance Trainer 2008 – Present

Cognex Tech Pvt. Ltd. And NGO for Child Education.

Providing Free Lance Corporate Training for ITIL v3 Foundation.

Providing Basic Education to poor Children.

CSR Plantation activities for Green Environment.

CERTIFICATIONS & EDUCATION

ITIL v3 Expert Certificate in IT Service Management 2016

MCP Microsoft Certified Professional 2005

Bachelor of Commerce 2002

Computer skills include:

- MS Office/Excel/Power Point/Word

- ITSM Tools - IT Service Now, JIRA, Confluence, BMC Remedy, KANBAN Board

- Good Understanding of Windows Systems/Windows Client Server Architecture, Basic Understanding of Networking and AD Concepts.

REFERENCES

Available Upon Request

Contact this candidate