Itil, ITSM, Incident, Change, Problem management, communication

Name: Sanket S Kulkarni Phone: +91-976-***-****

Location: Pune, India Email: *************@*****.***

LinkedIn: https://www.linkedin.com/in/ccicfasanket

Brief description of profile: ITIL® Foundation V3 and PRINCE2® Agile Certified; Mid-level Management IT Professional in IT Operations & Infrastructural Support, IT Service Management, Agile Project Management.

EDUCATIONAL DETAILS

●CCSA, CCSE Training Program [Pune, India]

-Version GAIA R77.30

-Checkpoint firewall installation & Rule based policy administration

-IPSec / SSL VPN

●Certified Cyber Crime Investigator [Pune, India]

-Cyber-crime investigation program

-Digital forensic evidence handling and analysis

-Case study

●CCNA, CCNP, CCIE Training Program [Hyderabad, India]

-LAN / WAN Networking

-Routing / Switching protocols

●Bachelor’s degree in Computer Applications [Aurangabad, India]

-Computer applications

CERTIFICATIONS

●ITIL Foundation V3

●PRINCE2 Agile Foundation

●PRINCE2 Agile Practitioner

●JLPT N5 [Japanese Language Proficiency Test]

ACHIEVEMENTS

●Cookie award at Tech Mahindra ltd [2015]

-Award presented for exceptional performance at work

●Participation at C4 – Cyber Crime Control Conference [2015]

-India’s first Cyber Crime Control Conference held by home ministry [Maharashtra State], Mumbai Police [Cyber Crime wing], IIT Mumbai

INDIVIDUAL WORK

●Research work (10/2014 – Present)

-Drone Forensics

-UAV / Quadcopters as A forensic analysis subject

WORK SUMMARY

Employer: Larsen & Toubro Infotech, Pune [July 19 – Present]

Designation: Senior Engineer – Cloud & Infrastructural Services

Working as: IT Services Consultant

Tasks

●Preparation and presentation of reports on high priority incidents for multiple technical teams.

●Providing input during RCA calls and coordination between technical teams and management for improvement in ticket handling, process, and pending ticket closures.

●Report consolidation via ServiceNow tool for weekly / monthly snapshot of high priority ticket handling.

●Alert monitoring and toggling alert generation for vendor scheduled maintenance windows per request.

Employer: TomTom India, Pune [Dec 18 – Mar 19]

Designation: Expert Support Engineer

Worked as: Major Incident Manager

Tasks

●End to end ownership of incidents with potential or actual business impact.

●Drive restoration of impacted service while meeting the required service levels.

●Manage the Incident triage calls; assess incident priority based on potential risk / business impact and urgency.

●Prepare and send out Incident Notifications across the organization.

●Chair technical meetings and manage tasks across allocated resources from multiple teams. Prepare incident task-sheet and ensure tasks are completed on time and in good quality.

●Decide and trigger both technical and hierarchical escalations.

●Prepare Post incident snapshot report.

Employer: Mphasis ltd, Pune [Sept 16 – June 18]

Designation: Specialized Sr IT Infrastructural Engineer

Worked as: An Incident Manager [Tasks for the role are same as above]

Worked as: Service Management Coordinator

Tasks

●Engage an Incident Manager when an incident has been reported.

●Open / conclude incident bridge call.

●Send notification pages to support teams for engagement, to assist at the direction of Incident Manager.

●Documenting the progression during an incident.

Employer: Tech Mahindra ltd, Pune [Jan 13 – Dec 15]

Designation: Technical Associate - Network

SKILLS

●Agile Project management

●Incident / Problem / Change management, Service request fulfillment, Stakeholder management

●ITIL framework / ITSM

●SolarWinds monitoring tool

●JIRA, ServiceNow, BMC Remedy ticketing tools

●Data visualization basics with Google Data Studio, Tableau and Power BI .

PERSONAL INTERESTS

●Boxing

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