Service Desk It
Resume:
Result Oriented ITIL Certified professional with over 12 years of experience in IT Incident Management, IT Service Management, IT service Desk & Event/ Network Monitoring.
Vishal Anil Ingle
ITSM Service Desk Engineer
CAREER
DETAILS
Education
Bachelor of Engineering (IT) 2003-2008
Amravati University, India.
HSC (12th) 2003
Amravati Board, India.
SSC (10th) 2001
Amravati Board, India.
Abu Dhabi, UAE
+971 (0-544******,
adw9sc@r.postjobfree.com
Work Experience
Designation: Senior Service Desk Engineer (ITIL Incident Management)
Duration: Sept 2022- Present
Organization: Avrioc Technologies
Location: Abu Dhabi, UAE
Designation: Deputy Technical Specialist (ITIL Incident Management)
Duration: July 2022 – Sept 2022
Organization: Hexaware Technologies LTD.
Location: Pune, India
Designation: Senior Consultant (ITIL Incident Management)
Duration: May 2021 – July 2022
Organization: WIPRO Technologies LTD.
Location: Pune, India
Designation: Senior Consultant (IT Service Desk & Incident Management) Duration: May 2019 – Apr 2021
Organization: Metro Services Ltd.
Location: Pune, India
Designation: Lead (Service Assurance)
Duration: Sept 2011 – May 2019
Organization: Tata Communications Transformation Services Ltd.
Location: Pune, India
Designation: Technical Support Engineer Duration: Nov 2009 – Sept 2011
Organization: Prompt Personnel Consultancy Ltd.
Location: Pune, India
Have worked with different Telecom Companies in India in Network monitoring and IT incident management & IT Service Desk profiles.
Expertise
Incident Management
IT Service Desk
IT Network Monitoring
IT Service Management
SLA & Escalation Management
Reporting &QC audits of IT incidents
Problem-solving skills
Ability to make quick, confident decisions.
Listening and synthesis skills
Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible.
Resolve Incidents within the specified Service Level Agreements
Associate Incidents with other records (Incidents, Changes, Known Errors)
Provide first-line investigation and diagnosis of all Incidents.
Verify resolution with users and resolve Incidents in ITSM tool
Ensure all SLA/OLAs are met & escalate at risk of breaching Service Level Agreement.
Own the Incidents throughout the lifecycle
Assign unresolved issues to appropriate Tier 2 Support Group
Escalate tickets to external support, e.g., Vendors and external support provider when required.
Document troubleshooting steps and service restoration details.
Keep users informed about their Incidents’ status at agreed intervals.
Verify resolution with end-users and resolve assigned Incidents.
Monitoring the resolution process and provide real-time progress reports;
Create and submit knowledge articles.
Establish continuous process improvement cycles
Perform post incident reviews and track the implementation of the preventive measures to avoid such incidents of reoccurring in the future
Preparing Daily, Weekly & Monthly service management reports/dashboards.
Monitor and perform Trend Analysis and provide improvement sugessions.
Managing Escalation Calls & Emails from clients and service managers for Incidents and SRs.
Incident management & IT Service Desk
Sharing feedback with clients on logged Incidents & Service Requests
Responding to Emails from Customers & Service Managers
Quality Check audits NC (Non-Compliance) for process improvement
First Level Troubleshooting For IP services (Broadband & Internet)
Checking ping responses, packet drops, latency related issues
Monitor Data center Infrastructure for Events, threats, alarms and raise network incidents.
Incident management of IT related services (Internet, TDM & Voice services)
Actively and consistently support all efforts to simplify and enhance the customer experience
Initiating contact with the appropriate department to obtain information relevant to the concern or issue as needed.
To understand relevant procedures and processes to resolve customer’s needs.
Performing FCR (first call resolution), complaint resolution, etc.
Preparing all performance related reports for daily, weekly and monthly Governance Calls.
Worked on Avaya and Cisco IP Phones.
Performs other relevant duties as required.
Current Duties
BMC Remedy
Service NOW
JIRA (Atlassin)
Fresh Service
ITIL 4 FOUNDATION
Issues by: AXELOS
Date: JUNE 2020
ITIL V3 FOUNDATION
Issues by: AXELOS
Date: JANUARY 2013
ISO 20K (EXIN)
August 2020
CRMs
Experience
Languages:
English
Hindi
Marathi
Personal Details
PAN: ABHPI3278E
Date of Birth: 10th Aug 1985
Passport No: Z5087116
Nationality : Indian
INFORMATION
CERTIFICATIONS
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