Pankaj Jamwal

B***, Mainland Valencia, Wagholi, Pune 412207 991******* adg7p4@r.postjobfree.com

Profile Summary

I am working as a Knowledge Management Analyst with Sears Holding India. I have 12 years of rich IT experience.

I have handled multiple teams, good with conflicts management, Task Management, People Management, and resource management.

I am an effective and positive team player and best known for contributing effective, creative, and technical solution, I can give and embrace constructive criticism while working in a team environment towards a common goal.

Education, Certifications & Awards

BSC IT JULY 2008 SIKKIM-MANIPAL UNIVERSITY OF HEALTH MEDICAL & TECHNOLOGICAL SCIENCES

·Major: Information Technology

·Minor: Computer Science

·ITIL3 foundation Certified, (EXIN) March 2012

·Prince2 foundation & practitioner Certified, (APMG) October/December 2013

·Certificate of Appreciation: on completion of three years with IBM

·2011Certificate of Excellence JKT, Aug 2012.

·Three times star award IBM, Sep 2009, Dec 2010, and June 2011.

·Won Best Team award quarterly IBM 2009, 2010, 2011.

Skills & Abilities

MANAGEMENT

·Knowledge Management

·People and Resource management.

·Strong understanding of basic IT Service Module and client interaction in Managed Services, DevOps, Remote Infrastructure Management, and Data Centre Operations.

·Team management

·Assisted Head of service delivery in establishing different functions like Service Desk, helpdesk, Incident Management, Knowledge management.

·Chairing of meetings & bridge calls.

·Recording and broadcasting the MOM for meetings.

·Training and coaching of new resources on ITSM/ITIL ticketing tools and BI tools.

IT

·Incident Management ( Major Incident, Critical Incident Management, Opening Bridge call to provide faster resolution, End to End tracking of Severity 1, 2 and critical Incidents, Incident reports)

·Problem Management (Problem Ticket logging, Proactive and RCA, Fishbone analysis(5 why technique) and PM reports)

·IT Service Management (Process Improvement and Implementation, Achievement of KPI’s)

·Service Level Management (SLA and OLA to be achieved)

·Change, release, and Configuration (Change ticket logging, Tracking of change tickets, and change reports)

·Knowledge Management (All major, Critical, and repeated Issues must be captured in KBDM.)

·Corporate SLA (Tracked and achieved Successful SLA for VIP users)

·Ad hock reports on the requirement.

·Ticketing Tools: Maximo, TSD, Manage now, BMC Remedy & BMC Footprints, Service Now, Mantis

·Advanced MS-Excel, MS-World, MS-PowerPoint, MS Visio, MS Project

·Email Clients: Outlook & Lotus Notes

·Exposure to ITSM, ITIL, QMS, Six Sigma, Six Sigma Lean methodology, ISO27001:2005

COMMUNICATION

·Preparing and presenting weekly, Monthly, and yearly reports to Client

·Preparing PPT for top Management.

·Prepared Management reports.

·Provided training to team members on Ticketing Tools.

·Broadcasted email notifications for Major, critical and Corporate Incidents.

·Opened, Initiated, and Charred the Bridge calls for Major, critical and Corporate Incidents.

·Preparing Monthly MTSS Operation Stability report.

Preparing weekly and monthly knowledge Management related reports and metrics.

EXPERIENCE

KNOWLEDGE MANAGEMENT ANALYST SEARS HOLDING INDIA MAY 2016 TO AUGUST 2020

I am acting as the point of contact to the Knowledge Owners Contacts, Process Governance teams, corporate teams, and IT & business stakeholders in Sears for knowledge Management related queries, I provide pieces of training and quick sessions to stakeholders who are new to the Sears ITSM processes. I am also responsible for managing the Centralized Knowledge Management Database System in ServiceNow and keep on working with the ServiceNow team in improving the use and search of knowledge contents available in KMDB.

I provide technical expertise and guidance with all Knowledge Owners Contacts, Process Governance teams, Corporate teams, and IT & business stakeholders on ITSM Knowledge Management process and ServiceNow KMDB System.

I assist the Knowledge Manager and other stakeholders in the implementation of the ITSM Knowledge Management process and Knowledge Management Best Practices within sears.

I execute centralized SKMS and KMDB as per ITSM Knowledge Management Standard and Best Practices followed within sears.

I write SOP’s, Job aids, Process documents as and when required.

I facilitate and coordinate with stakeholders and teams on transition and track it until the successful closure. I assist development and support teams in creating the Transition plans and timelines.

I prepare a Plan of action for all the projects managed within sears and make sure that accurate information/knowledge is available in centralized KMDB and to the correct audience.

I also manage the Knowledge Management access part and provide and remove access from the knowledge base.

I also manage Knowledge Articles, Managed Documents library, SOP’s, KER’s, and Document of Understanding library. I make sure that the content available in these documents is correct and reviewed by the Knowledge Owner Contact and other stakeholders at regular intervals.

I have worked with the ServiceNow team to automate the Knowledge review process and we successfully automated it for Knowledge Articles and working for other automation.

I facilitate and coordinate with stakeholders for new assignment group/service queue requests, I schedule meetings with respective team representatives and provide them information on how the group is going to be created, what pre/post-requisites they need to do. We ask for training on demand for Knowledge, Quality, Change, Problem and Incident management for new teams and the topics where they need training we coordinate with different teams and facilitate the requested.

I am also working with the Service desk in improving the usage of available knowledge content and adding new features per requirement.

I schedule and facilitate meetings with stakeholders for knowledge Management queries. I make sure that the meetings end on a positive note and all the participant's queries are discussed and answered. I make sure that meetings end with the best possible conclusion to arguments made by attendees and all have consensus to it.

ACHIEVEMENTS:

·Awarded with the star of the quarter award.

SENIOR ANALYST SERVICE DESK JK TECHNOSOFT (CLIENT: - SPECSAVERS, JELD-WEN, AND SEDGWICK) APRIL 2012 TO MAY 2016

(Lead ServiceDesk) Senior Service Desk Analyst, JK Technosoft

I was leading the team of service desk analysts who were responsible for the Incidents, changes, problem & knowledge records of multiple managed application accounts. We are the centralized body for these accounts to report major and minor incidents related to Application supported by us. In our model of support, we own the end to end ownership of incidents and changes and problem records. We used to coordinate with all the parties involved in resolution (internal support teams or the 3rd party vendors involved for the platform, software, and other services) In 2015 we adopted SIAM for better results.

I was responsible for the L1 manager activities for 5 resources, related to the Rosters, Leaves, Day to Day activities, performance review meetings, one to one meeting, Escalation handling.

I used to prepare and present the monthly and yearly performance metrics entire account.

I got exposure to budgeting for Manage Services accounts.

I also learned how to create and alter different support offerings per client requirement.

I have prepared multiple services offering drafts for different accounts and they were presented to the new probable clients to gather new contracts.

I also learned, how to set up new accounts and how to hire resources for probable accounts. ACHIEVEMENTS:

·Awarded with the star of the quarter award.

SSE IBM DAKSH GLOBAL PROCESS SERVICES PVT. LTD. (CLIENT: AIRTEL; INFRATEL, BHARTI CENTUM LEARNING, ERICSSON APRIL 2008 TO APRIL 2012

Shift Lead IT Service Desk 2009 - 2011 - I was leading the service desk of 100 plus resources, I was mentoring new resources to get used to the application and issues catered at the service desk. I was the first point of contact in the escalation matrix for the issues and concerns raised at the Service desk. I have worked on continuous service improvement projects for the reduction of incidents, incorrect assignments to the service desk and other technical groups, Improving the quality of work for the resources on performance improvement plan and reduction of aging incidents and service requests, I have also worked on identifying repeated issues and then worked with the problem management team and technical teams to get them fixed permanently through problem tickets.

IT Service Desk Analyst: 2008- 2009 - I was part of the service desk and was able to provide technical troubleshooting on calls for the network, VPN, laptops, desktops, ERP, COGNOS, HRMS, PeopleSoft, POS, oracle, Net-cool, browser, and routers used at corporate locations.

ACHIEVEMENTS:

·We have been awarded and recognized twice with the best team Award.

·Thrice I was recognized with the “Star of quarter” award for my contributions.

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