Data Analyst,Incident Management, IT Service Desk

V. Dominic Ricky

#**, ******* *******,

Kambarasampettai,

Trichy - 620101.

Mobile: +91-900*******

E-mail ID: *****.*****@*****.***

LinkedIn ID: Dominic Ricky

Career Objective:

To be a dynamic part of an organization where I can effectively work and concurrently advance my skills, manipulate my co-workers with motivational and leadership-oriented qualities and to learn and strive for the betterment of the organization with commitment and determination.

Work Experience:

Company: HCL Technologies, Chennai, Tamil Nadu.

Position: Analyst - End User Computing Services in Infrastructure space.

Duration: April 2016 – till date

Responsibilities:

Manage the planning and development of design and procedures for metrics reports.

Develop new reports and delegate tasks to team members.

Utilized Power BI, Alteryx and Tableau statistical software to analyze and visualization of data.

Incident Management of High Severity Incidents · Outage Management.

Oversee and manage all Major Incidents for accounts located in the Ford Motor company.

Initiate Bridge calls, drive communication and teams to ensure uptime of Infrastructure within Service Levels · Co-ordinate with multiple teams to get the issue resolved within SLA · Handle client contacts & engage as & when required · Work with right resources to resolve an issue & make sure the issue is resolved & client is updated.

Provide hardware / software / network problem diagnosis / resolution via telephone / email/ chat for end users

Responsible for Active Directory services (Adding New Users, password reset/Unlock, assigning rights etc.)

Interacting with the client / Internal Development team / Project Management Team to ensure proper knowledge transfer / sharing as required.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-ups.

Handling and Connectivity troubleshooting to Remote Access-VPN.

Coordinate and manage relationships with vendors and support staff that provide hardware /software / network problem resolution.

Administer and provide User account provisioning.

Academic Credentials:

Bachelor’s in Electrical Engineering- Anna university Chennai, 2015 - 6.95 CGPA

XII - Hans Roever School of Excellence, Perambalur, 2011 - 82.67%

X - St. Joseph’s Matriculation Higher Secondary School, Perambalur, 2009 - 84.40%

Technical Skills:

Hands on experience in Power BI, Power Automate, Alteryx, Tableau, SharePoint.

MS Office Suite (O365,2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook

ITSM ticketing tools such as BMC Remedy.

Internet browsers (e.g. Explorer, Chrome, Firefox)

User account creation for Active Directory, Exchange Mailboxes, Distribution lists.

Support for laptop, desktops, and printers

Hobbies:

Hobby electronic projects.

Travelling.

Personal Profile:

Father’s Name: A. Vincent Selvaraj

D.O.B: 11th November, 1993

I hereby assure that all the information specified above are correct and true to the best of my knowledge.

Place: Chennai

Date:

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