RAVIPATEL

Assistant Manager –Service Desk

Specialist

ITOperations

ITIL

Incident Management

Change Management

Problem Management

ITProjectManagement

Network Management Tools

Technical Support

Valuation Analysis

Excel Automation

VBScripting

ITSecurity

Service DeskManagement

Troubleshooting

Entrepreneurship

TeamLeadership

SKILLSSET

CONTACTME

+919*********

adkryu@r.postjobfree.com

CERTIFICATION

ITIL Foundation V3 Certified (ITSM)

CCNA Routing and Switching Certified

MDM Mobile-Iron Training Completed

VMWare Workspace One Deployment & Manage

CCNP Switching Routing, Switching & T-shoot

exam completed

Symantec Messaging Gateway V10.5

trainingcompleted

EDUCATION

2015 SAQA Evaluation (NQF level8)

SouthAfrica

2009 Bachelor of Engineer in

Electronics & Communication

SaurashtraUniversity

2005 HSC(Science)

2003 SSC

CAREER OBJECTIVE

Highly organized & polished individual looking for a responsible position in IT sector to utilize skills &expertise

PROFILE SUMMARY

Result-driven and dedicated Senior IT Operations Executive bringing along 9+ years of experience inleading continuous improvement of design and ongoing development of ITservicesandtheir associatedtechnology. Adroit in identifying opportunities for process improvement including the development and implementation of best practices and continuous improvement initiatives for businessunit.

Skillful in defining roles and responsibilities required for an ITIL based Service Management organization and working with theleaders. Demonstrate an advanced understanding of service management frameworks

(ITIL)along with working knowledge of integrated service management tool(s). Ability to develop effective relationships and operate with subordinates and senior level management both internally and inexternal organizations. ORGANIZATIONALEXPERIENCE

HIGHLIGHTS

At Devikrupa Electronics: Executed BSNL 3GRolloutprojectsmoothlywithcost control and resource optimization, thus deputed as Project Leader. At Ericsson: Emerged as top performer in Idea 3G Rollout project and thus promoted as Assistance Engineer.

At T-Systems: BP GTS: Performed a key role in the Change Management Process Improvement for BP Global as a part of the CIC support team. Thus, promoted to a higher level with a salary hike twice in a year. At T-Systems BP GQoS: Built a good relationship with BP by the best performance in the GQOS project and helped the company to bring in new business around £40,000. Thus, promoted as CICNetwork Engineer L4. Vodafone India Shared Services Pvt. Ltd, Ahmedabad Assistant Manager - Service Desk Specialist Sep’19 – Present

• Mobility Project -MDM Environment –To provide support and resolution to Standard Chartered Bank global users. Around 25,000 registered mobile devices (BYOD or Corporate Owned) to Mobile Iron core server. To ensure users have secure and stable corporate data access.

• Work with Standard Chartered GSD (Global Service Desk) on day to day instances including Incidents, Problems, Requests, Changes, Alerts raised via Service Now.

• Work on various Mobile-Iron component like Sentry & Core Server and proactive alarm monitoring via Osirium – Nimsoft and perform actions.

• Handle tickets on different issue like User Management, LDAP Sync, Health Check Reports, Server connection and Backup test, Policy Amendment.

• Investigate and prepare Root Cause Analysis and Problem analysis reports.

• Handle daily Operational meetings and conference calls.

• Engage in Service review meetings with Stakeholders to analyze Achieve SLA, roadmaps for improvements for the better service delivery.

• Create and Manage users in AD environment and prepare runbooks.

• Working in ITSM environment as per ITIL framework.

• Training completed on VMWare Workspace One (AirWatch) deploy and management. (V20.x)

T-Systems South Africa, Johannesburg,SA

Operations Engineer Level 4 Feb’15 – May’18

• Worked with Service Delivery Manager and Operational Managers to define metrics, performance goals & risk analysis, performed root cause analysis and updated run-book to avoid recurrence of issues

• Managed a high level of escalations and solve issues by engaging various technical experts including Microsoft Exchange team, Symantec and technical architects

• Provided operationalmanagementinformationbycollecting,analyzing, and summarizing operating and engineering data and trends

• Liaised with major Incident Managers for critical service-related incidents and ensured quick resolution as well as provided inputs & suggestion during weekly teammeetingstostreamlineprocesses Project: BP (British Petroleum- U.K.) Global TelecomService

• Led CIC (Customer Interface Centre- Service Desk) team, provided technical assistance for Incident, Change and Problem Management to deliver betterservices

• Drove high-level IT Infrastructure issues such as LAN, WAN, VPN, IP, E-mails and implemented ITIL standards to analyze and streamline existing business processes

• Co-ordinated with IBM, IPSOFT & Cisco teams and monitored & tracked tickets via Remedy, HP SM9, WTTS & email to address issues within SLA

• Owned and facilitated change requests and engaged with ChangeOwners&ChangeAdvisoryBoard(CAB)to ensure smooth execution of changerequests

• Handled P1/P2, coordinated with Incident Management, technical teams and stakeholders, followed up and updated all, and provided a resolution within agreedSLA

• Executed and drove continuous improvement for ITChangeManagementandcompleted&verified technical documentationincluding OHC, RIA, RFC, VBO, FWRC and trained CIC team for thesame Project: BP -MessageLabs SymantecCloud

• Resolved Level 3 Email security issue for BP – Global & Clients and worked on domain registration, TLS Encryption& inbound/outbound route setup

• Drove bridge calls with Symantec, stakeholders, and level-2 team to find out the RCA and recommend solutions as well as prepared run- books for the above-mentioned solutions in KMDB

• Performed debugging and investigation of issues via Symantec Message labs tool, MX tools, Email Logs and provide solutions

• Processed requests for creating and deleting MX / TXT records and coordinated with the DNS team as well as handled spoofing change.

• Worked on whitelisting of the domain, IP, email and set up policies and filters for the same and added &removed email address to spoofing list & blacklist

Project: BP -Global Quality of Service -ITInfrastructure

• Deployed network devices via tools Live-Action, Cisco LMS & Prime and maintained configuration items - tracker for the remediation work according to the production plan cut

• Configured Cisco devices including 3700, 3500, 2600, 2700, 1800, 6500, ILR, CE, PE and performed subnet discovery in CIDR format to reflect site IP details in live-action

True Path Business Services, Ahmedabad

Co-Founder Jun’18 – Jul’19

• Coordinate with internal resources, third parties and vendors for flowless execution of projects and managed finance, project –budget and cost-reduction.

• Drove improvement in business by acquiring projects worth more than Rs.4 Million within a year and handled RFI, RFQ, RFP bidding process, negotiations and follow-ups and close the deal.

• Provide customized solution for IT and Security Surveillance products including CCTV, Video Management Solution, Networking Products, Access Control and Automatic Lock.

• Led clear communication and outline of project requirements to meet the project objectives and maintained strong relation with the customer.

• Handled P1/P2, coordinated with Incident Management, technical teams and stakeholders, followed up and updated all, and provided a resolutionwithinagreedSLA.

PERSONAL DETAILS

ORGANIZATION EXPERIENCE (CONT.)

• Ran commands on cisco devices and compiled reports for device health check pre and post-remediation work.

• Created topology and clustering on geographical basis, performed device discovery for the visibility of sites in Live Action, Cisco LMS/Prime

• Evaluated QoS audit reports (Voice, OLB, Video, and Signaling) from live action, analyzed traffic marking policies and prepared run-books

• Reviewed reports and investigated root cause of unmarked traffic as well as designed &maintained technical documentation like CI- Tracker for the project

Sai Info System (India) Ltd (IT Service), Ahmedabad Service Desk Engineer – Level2 Mar’12 –Aug’13

• Determined incident severity and provided resolution as well as kept IT Operations healthy and resolved issues within Service Level Agreement (SLA)

• Worked as a part of Service Desk and other support teams to ensure support and delivery of quality IT services as well as configured modems, IP pools for DHCP allocation and Firmware to connect SIP Server

• Implemented an ITIL framework for incident & change management and improved operational environment

• Created PVC to provide connectivity to BSNL/MTNL and oversaw configuration parameters – Bandwidth, Frame rate, Codec, and IP setup

• Resolved technical issues for IP Phones/ VVoBB Phones and registered new IP phone to SIP server in the VVoBB soft switch through BSNL/MTNL backbone

Ericsson India Pvt. Ltd (Telecom Service), Ahmedabad AssistantEngineer Nov’10 – Feb’12

• Rolled-out 3G sites across Gujarat and performed maintenance of around 80 -3G sites over Vapi region

• Commissioned & troubleshot Ericsson Node-B (6202, 6601, and 6201), Transmission Node - AMM 2P, 6P, 20P & Classic Node (Mini Link-E) andMicrowavelinks

• Prepared and edited IUB, O&M, Site Equipment, and External Hardware Scripts for Ericsson 6000 Series Node-B

• Defined VLAN, QoS definition, E1 through defined IP addresses, OSPF, Area- ID and Static Routes as well as created DCN and IP planning for Traffic Node visibility in Network Monitoring Systems

• Performed software up-grade for transmission link via NMS and TN (Native & EoPDH) and executed scripts for ATM to IP Migration Performed capacity planning and traffic card configuration such as MMU 2C, MMU 2D, LTU, NPU 3 & NPU 3B

• Integrated LAN Switch for TN visibility such as addition and deletion of Static & Dynamic Routes and performed microwave link implementation & commissioning with traffic nodes

Devikrupa Electronics Pvt. Ltd (Telecom Services), Ahmedabad ProjectLeader Jun’09 – Aug’10

• Planned & managed 3G rollout project, including finance, equipment, resources, and timelines as well as maintained daily progress reports and discussed with stakeholders in weekly meetings

• Prepared layout for the site acquisition process and created Technical Site Survey Reports & Bill of Quantity

• Configured Alcatel Node-B, TRDU, XCCM-U & XCEM-U cards as per capacity planning, alarm integration, power measurement, voice & video calls testing for the 3G network

• Executed smooth process, including Node-B checklist, technical parameters varication & submission and conducted inspection of 50 sites, completed Acceptance Test report and finalized site handover process TOOLS

Date of Birth: 13 Jan 1988

Languages Known: English, Hindi and Gujarat

Nationality: Indian (J4569519)

Visa: South Africa PRVisa

Address: Baleshwar Gold Bungalows, Bopal,Ahmedabad NMS Tools: Spectrum – CA, Live-Acton, Cisco LMS, Cisco Prime Infra, SolarWinds, NMS, Email Security–Message Labs (Symantec Cloud), Nimsoft

Ticket Management: Service Now, Remedy, HP Service Manager, WTTS

Telecom: Mini Link – Ericsson, Traffic Nodes – Ericsson, RBS Element Manager –Ericsson

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