SHRUTI CHAUDHARY

**W*** Vista Cir Apt ***, Naperville, IL 60563

aczg5l@r.postjobfree.com

+1-312-***-****

SUMMARY

Well versed with ITSM processes, certified ITIL Service Operations Intermediate and ITIL Foundation 2011

Perfect blend of technical and soft skills gained while working in various roles in Finance, Power generation and IT companies

A multilingual, culturally competent person who has experience of working and living in Intercultural societies for over a decade

I chose to be a full-time parent, for 2 years during my stay in Finland

Pursuing Master of Science (MSc) Degree program, Industrial Engineering and Management with major in International sales and sourcing

Actively looking for job in Incident Management or Service Delivery areas in the IT domain

PROFESSIONAL EXPERIENCE

Bank of America Merrill Lynch

Designation: Sr. Analyst, Officer

Dec 2011 – Jun 2013

Full-time, Singapore

Role: Gernalist (IT Incident Manager)

Domain: Consumer Banking- CFCT (Consumer Fraud & Claims Technology), Voice and IVR, ATM, and Banking Centres

Supported Applications and Infrastructure for Claims and Fraud domain, Voice Support, IVR and other BofA Call Centre applications

Escalation point for team as Gernalist to: -

oTriage high impacting IT incident

oReview Emergency Changes, break-fix in IT environment for approval

oCommunication of high impacting incident to senior leadership with periodic updates until restoration

Coordination with vendors for ATM and Banking Centre outages

Achievements:

Promoted as Gernalist within six months of Joining

HCL Comnet System and Services Ltd. Designation: Sr. Networks Analyst

Client: Cummins

Jun 2007 – Dec 2011

Full-time, India

May 2010 – Dec 2011

Role: WAN Provisioning Manager

Responsibilities:

WAN links optimization

Procurement of WAN links

Vendor management

Projects:

oGlobal Hardware Upgrade: Handled upgrade of the routers for more than 300 sites globally for the client

oGlobal backup links transition from MPLS to AVPN links network wide for the client

Jul 2008 – Apr 2010

Role: Network Engineer

Responsibilities:

Implementation, Troubleshooting and management of Wireless LAN, Wired LAN, and WAN related Incident

Implementation of Changes and Upgrades

Creation and Maintenance of Network Topology

Reports and Documentation:

oWeekly reports for chronic outage

oBandwidth optimization analysis

Jun 2007 – Jun 2008

Role: System Analyst

Responsibilities:

Monitoring of Network Devices, Servers, and application and raise the incident to respective teams

Provision of bridge for the critical incident in the IT environment

Report the updates to the management and domains impacted on the incident until restoration

V Customers Pvt. Ltd.

Designation: Technical Support Engineer

Client: Netgear

June 2006 – Oct 2006

Full-time, India

Responsibilities:

Providing on call support to global users on Netgear adapters, Access Points, Switches, and Routers

Employer: Mercantile Communication

Designation: Software Engineer

Project: Casino Games

Oct 2005 – Apr 2006 Full-time, Nepal

Responsibilities:

Understanding Client Requirements

Development of game module using C#.net, SQL 2003 Server

QUALIFICATION & CERTIFICATION

Academic

Graduate of Bachelors of Engineering in Information Technology

Certifications

ITIL Service Operations Intermediate 2011

ITIL Foundation 2011

CCNA

Advance Java Programming

Business Application development (Oracle 9i)

PERSONAL DETAILS

USA work Permit:

L2 Visa (authorized to work in USA)

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