Reaume for IT Job

Curriculum Vitae

Vipin Kumar

Career Objective:

To work in a challenging environment where I can experience personal growth and development. I would also like to be in a responsible position where I can noticeably contribute to the organization's growth and success.

Brief History:

I have slowly worked up my career into IT coming from a Non IT background.

To begin with, I was into Tele calling then I joined a IT Training Institute which was my first exposure to technology then worked for IBM in ITIL as a Change coordinator and moved into a Tech support email process within IBM

My Aspiration:

I want to pursue and move my career into Tech or Enterprise Support (ITES) with the knowledge that I have gained so far and take it further to the next level

Academic Details:

• Bachelor in Commerce (B.Com)

Training Exposure:

• Microsoft Certified Professional (MCP) in Win XP

• Undergone MSCE training

• Diploma in Hardware

• Course in Basics of Networking

Work experience:

IBM India Pvt Ltd.

Designation: Senior IT Specialist (Jan 2007 – Till date)

Job Responsibility

Responsible to provide Email support and Incident Management to the IBM Accounts for EMEA Location.

• Supporting IBM clients by troubleshooting the client’s technical issues received through emails within a specific SLA period. Gathering and clarifying relevant information based on the issue and business requirement on phone.

• Incident Management of the account. The objective of Incident Management was to manage the Incident tickets raised by the team and drive them for resolution by coordinating with other teams.

• Participate and assist the team to improve and document the updates regularly on web based application.

• Worked with the JML (IBM) team to implement new web based JML process.

IBM India Pvt Ltd.

Designation: Problem & Change Coordinator (Apr 2006 – Dec 2006)

Job Responsibility

Involved in Problem and Change Management for IBM Accounts for EMEA location. Implementation of ITIL process for IBM global Finance accounts.

• The objectives of Problem Management are to reduce the effect of a problem on any managed IT resource. It also aims at minimizing the problem life cycles. Prevent recurrence of problems by performing a root cause analysis, ensure Service Level Agreements in context to system availability are achieved and optimize time and effort spent for resolving problems.

• Understand the nature and operational mechanisms of various line of business under Strategic Outsourcing, like Server Support Operations, Line of Business. Produce the trend report to review the different area’s of problem affecting the business.

• Involved in mentoring, sharing knowledge, cross training between different accounts in Change and Problem handling.

• Involved in Analysis of problem resolution and root cause analysis by tracking through weekly meetings with the team leaders, lead System engineers and management of the related platforms and the Problem and Change coordinator within the Service Delivery organization.

Roles and responsibilities as a Problem and Change Coordinator Coordinator:

• Problem Focal point for Corporate Services (IBM Finance Applications), ITS & Distributed Services.

• Handling day-to-day problem issues and escalating the Problem Revolver Groups as required to bring the resolution of the problems back on schedule

• Do an active trend analysis to figure out recurring problems and finding a permanent fix with the help from relevant technical teams.

• Chairing weekly Problem review calls to discuss the number of problems occurred and if any recurring problems for each application.

• Preparing various MIS reports with respect to Problems on weekly and monthly basis.

• Conducting the weekly team meeting to ensure everything is in place for the account.

• Ensuring that all the Problem records have met the quality compliance and ensure the timely raise and close of all the same.

• Training the new joiners in various accounts for the basis of knowledge transfer.

• Initiating conference calls with all the support groups if any high priority problem occurs and ensure that all the groups are aware of the problem of the change and the resources for the implementation.

Galaxy IT Training Institute

Designation: Trainee System Admin (Nov 2005 – Apr 2006)

Job Responsibility

• Facilitating students in the labs

• Maintaining systems, network, virus updates in the labs

• Responsible for tracking students Lab activities and reporting to the management

Archer Vision HR & It Pvt Ltd.

Designation: TeleCaller (Oct 2004 – Oct 2005)

Job Responsibility

• As part of the Sales group of TATA AIG I was responsible for Tele Marketing and for selling Accidental Insurance Policy of TATA.

• Handling Inbound and Outbound Calls, which are related to Accidental policies.

• Responsible to train new hires in terms of Marketing, making new customers and explaining them the details of the various policies.

• As a member of Quality (Audit) team, I was also responsible to do a defect analysis for Calls of our team members and help minimize their defect percentage.

• As a senior member of the team, I was also responsible for smooth functioning of the process in the absence of the Team Leader.

Achievements till date:

• Awarded a certificate for good performance in IBM (for JML).

• Studied the call flow and suggested a new shift schedule model which helped in increasing the productivity of the agents. (Archer Vision)

• Was always the highest policy maker and was awarded Star of the Quarter. (Archer Vision)

Previous Employment details:

I. Company: Archer Vision HR & IT Pvt Ltd

Business: TATA AIG

Designation: Tele caller

Duration: 15/10/2004 – 30/10/2005

II. Company: Galaxy Information technologies

Designation: Trainee System administrator

Duration: 5/11/2005 – 05/04/2006

III. Company: IBM India Pvt. Ltd.

Designation: Senior IT Specialist, IMSI contract-worker at IBM.

Duration: 10/04/2006 – 13/03/2008

IV. Company: IBM India Pvt. Ltd.

Designation: Senior IT Specialist

Duration: 17/04/2008 – Till date

Personal Details:

Name : Vipin Kumar

Date Of birth : 03/11/73

Gender : Male

Marital Status : Married

Languages Known : English, Hindi and Telgu

Present Address :C/O R.Selvaraj, 1st floor,

#3044/45/2,

8th main,

15th cross,

BSK II Stage,

Bangalore-560070

Place: Bangalore

Vipin Kumar

Date :

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