Management Project
Resume:
Abhjeet
E-Mail: ****.******@*****.***
Mobile: +91-995******* ~ +91-981*******
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I am seeking Incident/Change management position where I can effectively utilize my expertise in Networking, Project management and Change management.
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CORE COMPETENCIES
Incident Management
Change Management
¬Problem Management
Staff Training & Development
Client Relations & Negotiations
IT Service Management ¬
Problem mitigation
¬Executive level management support
Operations Management
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Tools and Applications Used
SharePoint, WMS- Ticketing Software, SMS 7.1- Ticketing software, Lotus Notes, Microsoft Visio.
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Certifications
CCNA (Cisco certified Network Associate)
CCNP (Routing & Switching)
ITIL V3
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PROFILE
Support Cisco Products: Switches, Routers, Pix & firewalls.
Perform remote diagnosis and provide resolution for the incidents and wherever required, interact with the customer onsite representative or customer representative to collect additional detail for diagnosis.
Work Closely with Other Support Teams to resolve the day to day issues.
Excel at communicating with stakeholders to provide accurate reporting and information regarding the ongoing projects and initiatives.
Contact centre application support
Experienced in coordinating, negotiating and motivating outside vendors and off-shore resources in support of timeline and IT project deliverables.
Adept in analyzing information system needs, evaluating end-user requirements, troubleshooting for complex information systems management.
Primarily creating and implementing changes and taking the change ownership from change being created to complete.
Work on standard as well as Emergency changes
Peer review the changes created by the team members.
Coordinate with CAB to get the financial/business approvals for RFCs.
Remediation planning to ensure that each RFC has a fallback/rollback plan.
Lead change management calls on Technical Change control bridges on daily basis.
Coordinate with project teams to support them to integrate the projects with change management initiatives undertaken by the organization.
Monitor changes by change request numbers and modifying change requests if required.
Coordinate with the clients in change strategy and impact for the organization.
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Areas of Exposure
Networking Operations:
Addressing performance bottlenecks & ensuring maximum network uptime.
Suggesting improvements in the operations and processes to make the system foolproof.
Technical Support:
Foreseeing performance bottlenecks and taking corrective measures to avoid the same.
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Career Contour
CONVERGYS (DEC 2005 – TILL DATE)
Associate Data Network – Global Technology Services,Convergys
As a Incident/Change Manager worked to resolve the high priority issues for all clients within Convergys.
Support Cisco Products: Switches, Routers, Pix, and ASA. Layer 3 Switches.
Troubleshooting of the Application and Latency issue for the various Clients.
Handle Convergys Global Support for DATA issues.
Perform remote diagnosis and provide resolution for the incidents and wherever required, interact with the customer onsite representative or customer representative to collect additional detail for diagnosis.
Work Closely With Other Support Teams To Resolve The Day To Day Data Related Issues for Various Impacted Projects
Work with the problem management team in finding the root cause of incidents.
Develop a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change.
Primarily creating and implementing changes and taking the change ownership from change being created to complete.
Work on standard as well as Emergency changes.
Coordinate with CAB to get the financial/business approvals for RFCs.
Remediation planning to ensure that each RFC has a fallback/rollback plan.
Lead change management calls on Technical Change control bridges on daily basis.
Coordinate with project teams to support them to integrate the projects with change management initiatives undertaken by the organization.
Monitor changes by change request numbers and modifying change requests if required.
Coordinate with the clients in change strategy and impact for the organization
The key responsibilities of an Incident manager comprise:
Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise
Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process
Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
Global E- Network Ltd., New Delhi Aug’03-Dec’05
Senior Support engineer (For MAN, LAN for all directorates of the Indian Navy)
Accountabilities:
Setting up of NHQ MAN (Naval Head Quarter Metro Area Network) project for the Indian Navy.
Highlights:
Proficiently set up 6 Core OFC CAN (Campus Area Network) project at Jamia Milia Islamia, University.
Efficiently managed project of Wipro of internetworking a total 84 Directorate of Navy to form a NHQ-MAN spread across Delhi.
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Previous Assignment
Ernet India, New Delhi Network Engineer Jun’03-Aug’03
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EDUCATION AND TRAINING
¬ITIL Foundations Training ¬ Windows 98/2000/NT/XP/2003 Training
IT Service Management Service Delivery Training ¬ ¬
Project Management Training ¬ RSA Token Authentication Training
SharePoint 2007 Training ¬ MS Project Web Access Training
Academic Credentials
2003 BITM (Bachelor Information Technology & Management) from Utkal University
2002 B.A. (Pass) from Delhi University
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Personal Dossier
Date of Birth: 5th July 1979
Address: 1/51 Sadar Bazaar, Delhi Cantonment, New Delhi – 110010
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