Service Desk Change Management

Covering letter

The recruiting Manager,

Respected Sir\Madam,

I am excited to apply for the position of Incident\change management) professional in your company. I worked as Sr. Team Lead – (Global Service Desk) Incident\change management) professional with 7 years in relevant field Including total 15+ years of an experience managing teams and developing high-level IT strategies. I'd love to connect over a phone or on Interview call to discuss for Incident\change management) position.

Notice period: 15 days

Thank you for your time and consideration.

Regards

Pradeep Pawar

Cell: 986**-***** \885*******

Email: ****************@*****.*** \ ***********@*****.*** Resume

Name: Pradeep. R. Pawar

Address:

32/403 Sarvoday co-op housing society,

MHADA, opp. Ganesh Nager ekta nagar,

Kandivali west Mumbai: 400067

Cell: 986**-***** \885*******

Email: ****************@*****.*** / ***********@*****.*** Work Experience:

Organization:

Nomura Service India Private Limited (On Third party pay role) Designation: Senior Technical Lead (Global Service Desk and Incident\change management) Period: August 10th 2015 – Till Date

Currently worked as Sr. Team Lead since last 5 years. Along with that also worked as Incident management and change management.

As Major Incidents require the focus and efforts of many individuals within IT Operation. The Global Service Desk is the main point of contact for affected end users during service outages or degradation. Collate the information from Service Desk team members on group chat with Incident numbers and communicate to responsible team with proper configuration items (CI)relating on Major Incidents (MI)

1. Once understand the issue with numbers if calls and tickets raised by GSD. coordinate with Technical Resolution team to provide the essential technical skills, knowledge and resources to implement a work around to resolve the major incident and coordinating with them until issue is not resolve and check with service desk for call volume is completely down. 2. If the issue still not resolved, we use to involve Technical Lead Manager for more advance solution to bring down call volume and outage based on region wise issue. As Some technical issues may be extremely complex and the Major Incident Manager will rely on the Technical Lead to support them in leading the technical staff, as well as translating technically complex information into plain speak for the purpose of issuing communications. 3. In case if any specific production application issue outage. Executive Director/ Head of IT/ Head of Service involvement is require on bridge call for production application outage as it will be Major impact on an organization

Worked as Incident Manager with below roles and responsibilities:

Leveraging technology to issue all communications and providing key stakeholder management

Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls

Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed

Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution

Being accountable for resolving the outage via workaround or permanent fix

Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews

Supporting and nurturing process improvements and knowledge base improvements with Global Service Desk Manager or VP.

Continually maintaining and developing tools and resources to manage major incidents effectively

Providing periodic major incident metrics reports and work with team for RCA. Change management responsibilities:

Worked on change ticket to approve change for contain provider in production.

While approving change do all pre checks whether the existing CP is available in UAT and INT and tested given server is on network, CMDB instance is updated properly and available.

Once change is approved, sent an email to concern person to get all approval before we

implement the change and require team concern to move ahead with implementation or wait for their email approval.

After approving change arrange L2 to implement the change after all approval within given start time and end time.

If any team does not have an access to raise change with set template helped user to raise change with information given by user along with configuration items and require information on MS Teams call.

For any production change involve Risk Management: Identify potential risks associated with the change and develop mitigation strategies to minimize disruptions. This includes anticipating resistance to change, proactively addressing concerns before they escalate, and ensuring business continuity throughout the transition. Identifying Roadblocks if change failed do support team have any role back plane which is importance for business continuity.

Pulling report only for planed change work with team

Expedite changes should have all approval in place. and use to take care may more activities for change management.

Worked as Global Service Desk Team Lead since last 5 years with below responsibilities.

• Handing entire shift first with shift login and by checking group\personal\management mails and replying on them on time.

• Maintain record of WFO\WFH on daily basis based on special request.

• Delegate work to analyst as per availability make sure to abandoned less calls

• Managing call volume and answering agents query.

• Managing Breaks (Leaves, special request, early Late login\logout)

• Ticket assignment delegating to L2

• Working on daily task i.e. sending health check report, VIP aging report region wise to support team SPOC

• Pulled report from SNOW ask team to follow up on them on daily basis to avoid aging ticket.

• Handle call volume if any specific issue reported, escalate those issue to IM team to avoid Global outage. In case if it is Global outage co-ordinate with team on bridge call created by MI team

• Attending daily management meeting.

• Co-ordinate with manager on timely manner for daily and weekly activities.

• Team briefing for new and repeating old update to improve process.

• Conduct training for new hire and on-board them.

• On every Monday conduct small briefing from GSD for new hire HR Orientation.

• Rooster preparation and discussion with leads\manager

• Co-ordinate with teams like voice\desktop\messaging\DMS\Citrix and many other teams for new update and cascade in GSD team to avoid escalations.

• Pulling productivity report for previous day login\break hour, CTTR report

• Sharing feedback to analyst if process not followed.

• Sending shift Handover to Management at the end of shift.

• Approving change ticket related to GSD (contain provider creation in production)

• Assigning change ticket to L2 according to change start time.

• Also follow up with change ticket which was actioned to close them on time.

• Worked on change ticket to created contain provider in production. Started as L2 in Nomura Service India Private Limited (subject matter expert) for 1 year. Responsibilities:

1. Working on ticket with additional support apart from technical assistance PPM issue

Worked on change ticket for Contain provider. (UAT\INT\PRD) 2. When all leads in meeting with manager use to handled entire shift and level 1 queries 3. Many other responsibilities

4. Ticket Audit

5. Huddled Escalation calls

6. Promoted as Team Leader and still working on same role. Strengths:

1. Quality assurance

2. Root cause analysis\Software understanding

3. Flexible Schedule and Team player

4. Meeting deadlines always on time.

5. Loyalty towards the employer/organization

6. Active in proposing new ideas

7. Ready to learn and explore new things

Key Purpose:

• To restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability to maintained in adherence with the service-level agreements. Organization:

BA Continuum India private Ltd (Subsidiary of Bank of America) Designation: Tech Associates (TD Team Developer) (Application Support) Period: Feb 2013 - May 2015

Roles and Responsibilities:

1) Supported 230+ applications under Mortgage Application Support. 2) Resolved challenges/issues which company users faced while working on Mortgage applications. 3) Taking remote access of user’s system to resolve the issues within the targeted AHT (8:40 minutes).

4) Coordinate with the next level associates on Microsoft Office communicator to get the issue resolve on

timely manner to assure business continuity.

5) Submitted Knowledge articles as solution for the issues which was referred by others. 6) Participated in Daily, weekly and bi-monthly status meetings. 7) Have been the top achiever in creating knowledge Article onshore and offshore. Organization

International Group of Companies

Designation: Sr. Technical Advisor.

Period: July 2010 - Feb 2013

Roles and Responsibilities:

• Provide first level for all technical support to Internal Customers and troubleshot application support.

• Performed physical set up desktop hardware and software.

• Manage Inventory and track all hardware and software

• Handled all technical queries and assisting

• Answering analyst query and get the issue resolved within time.

• Take weekly briefing for teams with latest update. Additional Responsibilities

• Generate report on major call drivers and keep track and report those issue to management for discussion.

• Give regular feedback to analyst f they are wrong

• Handled escalation calls by making sure issue should be resolve. If require check with other related team to get the issue resolve on escalation call.

• Keep record of new issue and coordinate with next level support team to get the solution.

• Update knowledge base for process improvement.

Organization

Sutherland Global technology:

Designation: Sr. Help Desk Engineer

Period: Oct 2004 - July 2010

Roles and Responsibilities:

1) Initially supported HP desktop support (Complete tech support including Hardware and software support).

2) Then moved on in Symantec Security support worked as Sr. Customer Service Executive use to Support

all security related issues.

3) Conduct daily meeting on new updates.

4) Acted as Point of Contact (POC) for the team.

Organization:

Petra Group of companies: (June 1999 - August 2004) Designation: Assistance Manager Marketing and admin. Roles and Responsibilities:

Generating revenue for company and keeping track of all marketing executive record

Motivate Marketing Executives to generate more revenue.

Conduct meetings on weekly basis.

Managing official correspondence on behalf of the president and the organisation, signing official documents and making legally binding decisions and agreements

Monitoring and evaluating other employee's work, including managing various divisions and departmental reports and submissions

Controlling executive-level business meetings to discuss important matters, such as strategic objectives, code of conduct and legal matters

Communicating the status and performance of the organisation's projects to the President, Board of Directors or other interested parties

Providing the President or other interested parties with viable project and venture proposals

Assessing the company's current projects and determining whether to proceed with them

Analysing shifting industry trends and modifying the company's objectives and projects to reflect these trends and attract the target audience

Observing growth opportunities and client leads and revising marketing strategies to entice additional clients and investors

Ensuring that the organisation always adheres to the most recent industry laws and regulations

As an Assistance Manager have below key skill

Communication

Often, the responsibilities to extend beyond the organisation. These external responsibilities usually entail a substantial amount of writing, correspondence and negotiation with prospective clients and investors. Have strong communication skills to interact with clients and investors effectively. Emotional intelligence

Also active with social perceptive, making emotional intelligence a necessary skill. As a Manager use to observe multiple employees or teams. Understand people’s reactions and motivations which can help to foster cooperation, prevent conflict and inspire those around you in team. Sound judgement

As an Assistance Manager was responsible for making decisions on behalf of the companies President or Managing Director.

Monitoring

To oversee employee’s tasks and assign each department's goals and performance benchmarks. Monitoring skills can assist them in assessing the performance of the employees accurately. It enables them to make precise and appropriate recommendations for every employee. Work ethics

Maintained the reputation of a company which requires ethical leadership. Also encourage employees to perform their work ethically which foster an ethical and transparent work culture that prospective employees

Education:

Education Name of Institution/ Specialization/ University Stream Year of Passing HSC Mumbai University Economics major 1993

Graduation: Mumbai University Entire Economics 1996 Hobbies: Love to communicate with people. Love to learn technical things. Play almost all Indoor and outdoor games i.e. carom and cricket

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