Address: H 17\12, Malviya Nagar, Delhi
To be associated with esteem organization that gives me the scope to show the skills and be a part of team that dynamically works towards the growth of the organization and provide satisfaction.
Uttarakhand Technical University
Overall Experience of 5 years
●Current Company: HCL Technologies LTD, Noida. India
●Designation in HCL: Senior Analyst
●Working since: May 2015 – till date
Project 1: Current Project
Account Name: Anglo American
Clients: Anglo American, DeBeers’s, Element Six, Forever mark
Projects Name: Anglo American, DeBeers’s, Element Six, Forever mark
Duration: Feb 2017-till date
Assignment 1: CFS ITIL (Change /Incident/Problem)
Duration: Feb 2017-till date
Roles & Responsibilities:
●Accepts, prioritizes, and categorizes change requests
●Reviewing Requests for Change (RFCs) and Rejecting outright any change request that is completely out of scope or out of policy for Change Management
●Chairs the Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings
●Ensures that all preparations have been made for a CAB meeting, including creating of agenda, circulation of change requests to be considered, and inviting of participants
●Has the ability to review all planned changes
●Utilizes the Change Management reporting system to monitor and track changes
●Negotiates end-user down time for change implementation
●Creates consolidated change schedule and resolves any scheduling conflicts
●Identifies change requests that have not been acted upon in a timely manner and takes appropriate action
●Ensures that changes are communicated in a timely and adequate manner
●Create and distribute Change Management reports
●Reviews all implemented changes to ensure that they have been carried out
●Closes change requests
●Produce CIR’s for all P1 incidents (and P2, depending on the contractual agreement)
●Interface with incident/change management for incident/ change resolutions.
●Use trend and root cause analysis to investigate repeat problems, establish common trends that may cause a fault to arise and establish trends for SLA misses.
●Establish trend analyses as a standard vehicle for proactive problem management by analyzing historical data to identify and eliminate potential incidents before they occur.
●Record, manage and escalate service problems as appropriate.
●Maintain close liaison with support teams and senior managers over the introduction of major changes in order to resolve problems.
●Use Problem Register to review the problems currently open to aid in chasing referral groups and to share with Service Management.
●Log known errors on the database and keep up to date.
●Manage multiple faults occurring on the same piece of equipment and to manage the occurrence of the same fault on many units.
●Co-ordinate/manage major multi-client impacting incidents and support the Senior Problem Manager who holds the Major Incident Reviews (MIR) in order to develop an action plan to ensure non repetition.
●Co-ordinate problem resolution action plans, in the event a fault requiring a fix by more than one referral group.
●Represent Problem Management at Daily Service Review and pick up any associated actions
●Responsible for communication regarding incident status to client and process.
●Understanding of the impact of incidents on SLA targets, allowing improved prioritization.
●Ensures the process is followed and incidents are properly documented.
●Initiate changes relating to known errors.
●Proven abilities in establishing effective task priorities, working independently, as well as Participating as an integral part of a team
●Work in liaison with the client for enforcing changes for all the client users
●Involved in performing diagnostic actions to determine workarounds/solutions. Initiate other Service Management processes, including IT Service Request Management and Critical Incident Management as required to resolve the Incident.
●Engage additional support resources as needed to assist in resolution. Apply and verify identified workarounds and solutions. Validate that service restoration has been achieved.
●Identify root cause of issues which are impacting the support floor.
●Provide training to the floor for business application on troubleshooting, work with different supports for escalation issues with less turnaround time
●Coordinate cross department communications when required to assist in resolution of Incidents/ Problem/ Changes.
●Follow-up on escalations and issue tracking.
●Ensure that the correct Technical teams are engaged and proper focus is paid to outages and recovery.
●Responsible to ensure Critical 1 & 2 SLA's are met.
●Coordinating Incident Bridge calls for quick and prompt resolutions.
●Coordinating with British Telecom for issues related to Voice and Data.
●Paging the Application Support or the Platform Engineering team about any known issues
●Contacting the Support team manager in case of no response from the team.
●Send Alert notifications to the Site Support and the Monitoring teams about any network related issues.
●Provide updates to the Management of daily outages.
Project 2: Bombardier Transportation
Company: HCL Technologies LTD, Noida. India
Roles & Responsibilities:
●Active directory : User account creation and management
●Creating and managing domains
●Providing accesses on shared folders on servers.
●Creating security groups in AD
●Handled user account transfers from one field site to another moving client data to different servers, to ensure user accessibility.
●Amended accounts using power shell scripts
●O365 and exchange account handling.
●Created and maintained email addresses and distribution lists in MS Exchange.
●Created and managed computer and OU
●Provided access on shared mailboxes and meeting rooms through power shell scripts.
●Received Comnet Jewels several times in (HCL).
●Was given highest rating (Distinguished Performer) in HCL
●Proposed as a member of Live Wire team, to bring process improvement plans for the account
●Was given spark award for being outstanding performer.
●ITIL 4 Foundation
●USM ITIL Proficient Academy Program(2019)
Name : Priyanka Bhatt
Date of Birth : 4th March 1992
I do here by declare that the above furnished information is true to the best of my knowledge and belief.