Manager Service
Resume:
CURRICULUM VITAE
Pradeep Paul
Thekkanath (H),
Cheranalloor (P.O),
Ernakulam,Kerala 683544
Mob: 009**********
OBJECTIVE
Intend to build a career with leading corporate of hi-tech environment with committed and dedicated people who will help me to explore myself fully and realize my potential willing to work as a key player in challenging and creative environment.
EDUCATIONAL QUALIFICATIONS
M.C.A : From DIST (M.G University), Kerala (2009) -72 %
B.C.A : From U.C.C (M.G University) Kerala (2004) -58%
Pre_Degree : From S.S (M.G University) Kerala (2001) -50%
S.S.L.C : From G.V.H.S (State syllabus) Kerala (1999) -81%
ADDITIONAL QUALIFICATIONS
1. Dist College Chairman in 2005 union
2. Participate in a national seminar conducted at Angamaly
TECHNICAL SKILLS
1. OS, Windows 95/98/Me, Windows NT Workstation, Windows 2000 Workstation, Windows XP, Windows 2000 Server,Windows 7, Vista, Linux
2. Hardware and networking, Linux networking
3. ASP.Net, C#,VB.Net, Service Manager 7.10,7.11,9.20
4. SQL2000, SQL2005
PROJECT DETAILS
1. Final Project:
Details: Advance Academy Administration.
Description: It is software which can be used to automate any institution. Every manual work will be computerized through this software. Several types of users have access to this software. Depending on the user the accessibility will differ. The administrator has the full control over the system. This software is linked to the internet. So some portion will be available in the internet. This will be helpful to the parents that they can easily access the progress report of their children’s. The public will get ivr support from this software. Parents will get phone support to know the details of their children’s.
2. Mini project details:
Details: Library Curator.
Description: This will handle the activities of a library. This will includes purchase, issue, and booking of books. Here all the books will treated as a separate record but it is possible to group the books based on the author and also based on the subject. The dues of users will be calculated automatically. It is also possible to advance booking of these books.
Trainings Undergone
● DOTNET [ASP.NET, C#, ADO.NET] in Southvis Technologies in Kerala.
● ITIL V3 foundation certified at Mphasis Bangalore.
● HP-SM essentials at Mphasis Bangalore.
● HP-SM Advanced (Tailoring) at Mphasis Bangalore.
● Delta Traning of SM 9.20 at Mphasis Bangalore
● HP-SC advanced traning in Southvis Technologies
● System Administration traning in Accel IT accademy
● Network Administration in Accel IT accademy
● Linux Administration in Accel IT accademy
Tests and certificates
● Certified in Proficiency Exam for HPSM Essentials
● Certified in HPSM Advance.
● Certified in network administration in windows
● Certified in Linux administration
PROFESSIONAL EXPERIENCE
I. GBM an IBM company, Qatar
From-March to till Date
Project : ICT A Gvt company.(On Sight)
Business Line : Implementation and Support.
Role : L3, Implementation Team Member.
Environment : Windows Xp, Windows server 2000, Argent and Control –M job monitoring tool, HP Open View, HP Service Manager.
Team Size : 1.
Skill Competence
Operating System : Windows
Functional Area : IT infrastructure management.
Ticketing Tool : HP Service Manager.
Languages : SQL, SM
Job Monitoring tools : HPOM, Argent Job Scheduler
Project Description: Implementation of Incident Management, Change Management, Service Level Management, Configuration Management and Request Management in HP Service Manager. Customization of each module of HP Service Manager as per customer requirement. HP Service Manager integration with HP OM, SCAuto for email notifications, LDAP for Authentication, DDMi for Discovery, Webservice for CRM Integration.
● Incident Management:
Auto Assignment: Assigning the Group to the ticket automatically based on conditions like ‘site category’ and ‘region’ values
Auto Notifications: Notification for the End User, Helpdesk, Assignee Group, Assignee, Shift In charge Group.
Auto Escalation: When 50% and 100% is elapse for the Shift in charge group, Assignee, Assignee Group, Operation Head.
Auto closure of incidents which were in ‘Resolved’ status for 24 hours
Email notification sent to end user to close ticket after status is set to resolved
Auto refresh of ‘To Do’ list was achieved by RTE functions in Schedulers in SM.
Modified ‘format control’ for notifications
● Service Level Management :
Configured SLAs for notifications to be sent EOD for breached incidents.
50% and 100% SLA triggering for No response on incidents.
Created different SLO’s based on available categories, statuses etc for an SLA.
Discussed and created SLA, SLOs on an ongoing basis with client.
Have written Alert conditions based on ‘locations’ and ‘roles’ and for trouble shooting purposes after implementation.
● Service Catalog :
Added catalog items after gathering the data from client on an ongoing basis,
since more catalog items were identified continuously.
Have added customized forms for the Service Catalog module using forms designer
and populated data on the back end using global lists, created tables dbdict
have created customized ‘Connectors’ for connections to the modules Incidents, Interactions and Change and Requests
● Change Management:
Have implemented multiple levels of Change approvals by adding queries on :ApprovalDef’
Have configured notifications for this ‘Dynamic Change Approval’ by adding appropriate queries on ‘format control’
Have created detailed documentation for the support team to be able to manage/maintain
Have achieved Restricting attachments for .exe files by writing java script in Triggers
Have implemented the feature where an Interaction record can be escalated to Emergency Change.
Extensive usage of Form Designer , Format Control, SLA, Notifications, Links.
Created, modified forms using wizards as well as manually
Creating and managing global lists
Add/modify/delete virtual joins
Add/modify/delete DVDs, Create/modify/delete menus
Created Notification Templates according to the client requirement.
• Notifications
Users are notified through two ways
1) E-Mail
2) SMS
The SMS notification done by SMS gateway by using JavaScript..
II. Mphasis Bangalore.
From - March 2010- June 2010
Project : LDS.
Business Line : Implementation and Support.
Role : L3, Implementation Team Member.
Environment : Windows Xp, Windows server 2000, Argent and Control –M job monitoring tool, HP Open View, HP Service Manager.
Team Size : 3.
Skill Competence
Operating System : Linux.
Functional Area : IT infrastructure management.
Ticketing Tool : HP Service Manager.
Languages : Oracle, C.
Job Monitoring tools : Control-M, Argent Job Scheduler.
PRIMARY RESPONSIBILITIES
1. Configure Linux Operating system.
2. Install the Service Manager 7.10
3. Configure Oracle Database and connectivity.
4. Integration of AD with SM using connect it.
5. Configuration of web services using IBM web sphere
6. Implement Service Manager modules(change, Incident, Interaction, SLA)
Project Description: Implementation of Service Desk, Incident Management, Problem Management, Change Management, Service Level Management, Configuration Management in HP Service Manager. Customization of each module of HP Service Manager as per customer requirements. HP Service Manager integration with HP NNM 8i, email for notifications, LDAP. Migration of Configuration Items from Service Desk 4.5 to HP Service Manager 7.11.
Responsibilities:
● Implementation of Service Desk, Incident Management, Problem Management, Change Management, Service Level Management, Configuration Management.
● Added a new tab as Time, which holds fields which will have the calculated times based on the change of the status in incident ticket. For example from assigned to resolve on Incident Management
● Added new fields to the following forms and populated data using global lists
● Created new tables with dbdict.
● Forms: IM.open.incident, IM.update.incident
● Integration of LDAP server with HP SM for authentication purpose so login credentials to intranet was sufficient.
● Integration of email for outbound notification using SCSMTP for interactions and incidents.
● Notifications’ recipients’ Caller, Assignee and Caller’s manager
● Notifications configured for different conditions like open, resolve, assignment and escalated
● Migration of Configuration Management data (Assets and assets attributes)
● Manually took an export from SD and imported to SM by creating import descriptors on SM
● Addition of new fields to the form configuration item, adv.find.search.CI,
● Added new categories, sub categories for CIs based on requirements
● Created parent and child relationships for CIs
● Views were created for each of the module like incidents, change, problem, interaction which was restricted based on the location of the operators.
● Created customized user roles and profiles for all modules like Change manager, multiple levels of approvals for Change using ApprovalDef
● Integrate SCSMTP with SM, NMMI
III. Mphasis Bangalore:
Project :Indian Air Force
Company : MPHASIS an HP COMPANY
Role : L3, Implementation Team Member.
From :Jun 2010 to October 2010
Team Size:2
Project Description: Implementation of Service Desk, Incident Management, Problem Management, Change Management, Service Level Management, Configuration Management in HP Service Manager. Customization of each module of HP Service Manager as per customer requirements. HP Service Manager integration with HP NNM 8i, email for notifications, LDAP. Migration of Configuration Items from Service Desk 4.5 to HP Service Manager 7.11.
Responsiblities:
● Implementation of Service Desk, Incident Management, Problem Management, Change Management, Service Level Management, Configuration Management.
● Participated in Client meetings to get to know the requirements for each of the module implemented.
● Added new fields to the following forms and populated data using global lists
Forms: All Incident Management forms, All interaction Management forms, Change Management forms, Created connectors for service catalog items,
● Integration of LDAP server with HP SM for authentication purpose so login credentials to intranet was sufficient.
● Integration of email for inbound and outbound notification using SCAuto for interactions and incidents.
● Notifications’ recipients’ Caller, Assignee and Caller’s manager
● Notifications configured for different conditions like open, resolve, assignment, Approved, Rejected, Retracted and escalated
● Added new categories, sub categories for CIs based on requirements. Created parent and child relationships for CIs and also created baselines and bundles.
● Queues and Views were created for each of the module like incidents, change, problem, interaction which was restricted based on the location, roles and group of the operators
● Created customized user roles and profiles for all modules like Change manager, multiple levels of approvals for Change using ApprovalDef
IV. Mphasis Bangalore. (ON-SIGHT Mumbai)
From - Oct 2010- till Date
Project : Etisalat Telecom Limited.
Business Line : Implementation.
Role : L3, Implementation Team Member.
Environment : Windows Xp, Windows server 2000, Argent and Control –M job monitoring tool, HP Open View, HP Service Manager, Connect It, AD.
Team Size : 7.
Skill Competence
Operating System : Windows XP, Windows Server 2003.
Functional Area : IT infrastructure management.
Ticketing Tool : HP Service Manager.
Languages : Oracle, C.
Job Monitoring tools : Control-M, Argent Job Scheduler.
Modules worked on:-
● Service Desk :
Auto Assignment: Assigning the Group to the ticket automatically based on conditions
Auto Notifications: Notification for the End User, Helpdesk, Assignee Group, Assignee, Shift In charge Group.
Auto Escalation: When 50%,75% and 100% is elapse for the Shift in charge group, Assignee, Assignee Group, Operation Head.
Auto closure: Agent will set the ticket status to resolved
- Email notification will be sent to end user to close ticket after status is set to resolved
- Auto close after 48 hours
Wrote java script for auto closure of resolved incidents which have passed 2 days.
● Incident Management:
Auto Assignment: Assigning the Group to the ticket automatically based on conditions like ‘site category’ and ‘region’ values
Auto Notifications: Notification for the End User, Helpdesk, Assignee Group, Assignee, Shift In charge Group.
Auto Escalation: When 50%,75% and 100% is elapse for the Shift in charge group, Assignee, Assignee Group, Operation Head.
Auto closure of incidents which were in ‘Resolved’ status for 48 hours, was accomplished by writing java script in Schedulers of SM
Email notification sent to end user to close ticket after status is set to resolved
Auto close after 48 hours
Auto refresh of ‘To Do’ list was achieved by RTE functions in Schedulers in SM.
Modified ‘format control’ for notifications
● Service Level Management :
Configured SLAs for notifications to be sent EOD for breached incidents.
50%,75% and 100% SLA triggering for No response on incidents.
Created different SLO’s based on available categories, statuses etc for an SLA.
Discussed and created SLA, SLOs on an ongoing basis with client.
Have written Alert conditions based on ‘locations’ and ‘roles’ and for trouble shooting purposes after implementation.
● Service Catalog :
Added catalog items after gathering the data from client on an ongoing basis,
since more catalog items were identified continuously.
Have added customized forms for the Service Catalog module using forms designer
and populated data on the back end using global lists, created tables dbdict
have created customized ‘Connectors’ for connections to the modules Incidents, Interactions and Change.
Have restricted purchase on Service Catalog to 1 single cart item by writing java script in ‘Display Objects’
Have created 7 customized forms for the telecom client and wrote java script for only 1 appropriate form to be displayed based on the cart item that was ordered.
● Change Management:
Have implemented multiple levels of Change approvals by adding queries on :ApprovalDef’
Have also implemented ‘Dynamic Change approval’ by modifying the available OOB Change workflow, where in the Change Review phase the Change Coordinator will have the option of selecting the ‘Change Approver’ based on the different regions and locations.
Have configured notifications for this ‘Dynamic Change Approval’ by adding appropriate queries on ‘format control’
Have created Change Tasks for additional approvers to be selected by the Change co-coordinator in the ‘Change Approval’ phase.
Have created detailed documentation for the support team to be able to manage/maintain
Have achieved Restricting attachments for .exe files by writing java script in Triggers
Have implemented the feature where an Interaction record can be escalated to Emergency Change.
Extensive usage of Form Designer , Format Control, SLA, Notifications, Links.
Created, modified forms using wizards as well as manually
Creating and managing global lists
Add/modify/delete virtual joins
Add/modify/delete DVDs, Create/modify/delete menus
Created Notification Templates according to the client requirement.
● Integration
● SCAuto Integration with SM
● AD integration with SM using Connect IT
V. Southvis Technologies kerala.
Project : ITSM Toolkit Support
From :may 2009 to Feb 2010
Role :Application Support Analyst (L2)
Team Size :4
Project Description:Shell has been using Service Center as an ITSM (IT Service Management) tool for enterprise level support of infrastructure, including managing calls, reporting incidents and requests, scheduling changes etc. Along with Service Center many other tools like Connect IT, Asset Center, Request Center, BMC Event Management etc. are being used. Service Center is the nodal point for ITSM set up having many interfaces with other applications/tools and is considered very critical. BEM is used as a gateway for capturing the alerts from various monitoring tools like MOM, msend and SNMP traps, which are then forwarded to SC 5.1 or SM7 for ticketing. After ticketing the alert details are notified to the users in form of SMS/Page/Email via AlarmPoint. Seamless is used as integration tool between BEM and MOM.
Operating System :Unix/ Solaris
Responsibilities:
1. Service Center User Administration, Calendar maintenance, Load and Unload the data to Service Center.
Adding contacts, operators, assignment groups, customized roles and profiles, locations,.
Uploaded data to HP service center, using connect-it, by creating different scenarios. Checking for services, schedulers in production environment as health check
Trouble shooted the existing integration of SM with the event monitoring tool, by running tests, checking production log files, checking acknowledgements sent by SC, performed archiving of data by exporting data to a known database, mass data upload, mass ticket closure based on assignment groups
Have automated the OOB workflows for Change management by creating new Change phases, ApprovalDef, restrictions based on profile of user.
Have trouble shooted SM infrastructure by increasing shared memory of SM, SOAP related errors. Have interacted with HP production support team for planning vertical scaling for SM
Modified the following forms and populated data by creating new tables using dbdict, forms designer, global lists, RAD
The forms:
cm3r.application.g
cm3r.branch.initiation.g
cm3r.cigroup.g
cm3r.implement.close
2. Involved in Bug fix and Enhancement requests, work with service center link, format control, forms, macros and notifications.
3. Administration of event management infrastructure using BMC Event Manager and Alarm Point Systems’ Paging tool.
4. Daily health-check and maintain well-being of the Event Management Infrastructure and Troubleshooting of event management related issues.
Like checking if all services were running, if messages and mails were going out of Alarm point, seamless integrator for BEM and MOM [MS operations manager]
5. Working on Incidents which are escalated by Level 1 team
Like, additional fields to be added, password reset automation, etc
6. AlarmPoint and Seamless Installation on production server.
Windows 2003 as platform
7. Monitoring and troubleshooting the issues for the events flow between BEM and SM7/SC5.
Trouble shooting log files on unix boxes.
8. Providing Oncall support for Critical issues during off office hours.
In times of service disruption
For trouble shooting purposes
VI. Southvis Technologies kerala.
From - Mar 2006- Oct 2006
Project : P-Plast Industries.
Business Line : Application and Batch jobs Support.
Role : L2, Incident/ Problem management Team member.
Environment : Windows Xp, Windows server 2000, Argent and Control –M job monitoring tool, HP Open View, HP Service Centre.
Team Size : 11.
Skill Competence
Operating System : windows 95/98/2000, WindowsXP, MS-DOS, UNIX.
Functional Area : IT infrastructure management.
Ticketing Tool : HP Service Centre.
Languages : SQL, C.
Job Monitoring tools : Control-M, Argent Job Scheduler.
PRIMARY RESPONSIBILITIES
1. First point of contact for issue creation.
2. Raising incident and problem tickets in HP Service Centre.
3. Following with support groups for SLA at adherence.
4. Generating incidents and problem reports.
5. Coordinating between support groups and customer or issue resolution.
6. Proactive network monitoring.
Computer Skills
1. Excellent in windows XP.
2. Excellent in SQL sever 2000 and 2005.
3. Excellent in C#.
VII. Southvis Technologies kerala
Designation: Assist: System Administrator.
From – Sep 2005 to Feb 2006.
Responsibilities:
● Data base Administration.
● Network Administration.
● Application development.
Worked Environment:
● SQL 2000
● Oracle 7i
HOBBIES
● Seeing films.
● Hearing music.
● Playing football.
● Playing badminton.
● Playing Cricket
ACHIEVEMENTS
● Been elected as a college chairman In DePaul College.
● Been elected as a secretary in a parish council, Cheranalloor Church.
● Been elected as a student representative in Sree Sankara College.
● Been played as a team member in intercollegiate football tournament.
PASSPORT DETAILS
Passport No : H 4649413.
Date of issue : 06-07-2009.
Date of Expiry : 05-07-2019.
Languages known : English, Hindi, Malayalam.
Personal Details:
Name : Pradeep Paul.
Date of Birth : 21-05-1984.
Father’s Name : T.P.Poulose.
Nationality : Indian.
Marital status : Single.
Languages known : English, Hindi and Malayalam.
Contact No : 009**********.
E-Mail : *******************@*****.***
Place - Qatar.
Date – 26/04/2011. Pradeep Paul.
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