Management Service
Resume:
Christopher.R
***,*** ******, ********* *****, S.Kolathur, Chennai – 600117 (INDIA)
Email: **************@*****.*** Mobile: +91-950*******
________________________________________
In the Pursuit to become a process driven Technology specialist in the Infrastructure Management with nearly 3.8 years of working knowledge in various skills pertaining to remote administration, software apps & ITIL framework.
Location Preference: Chennai
SYNOPSIS
________________________________________
Dynamic and results-driven individual with 2.8 years of experience in ITIS PROJECT SUPPORT
Strong analytical skills; Support business operations through analysis of key performance indicators and trends
Fast learner with high energy and a drive to exceed expectations. Highly motivated and can quickly learn any new environment
KEY SKILLS & AREAS OF EXPOSURE
________________________________________
ITIS PROJECT LIFECYCLE INCIDENT MANAGEMENT SLA MANAGEMENT
REMOTE ADMIN PROBLEM MANAGEMENT CUSTOMER INTERACTION
EDUCATIONAL CREDENTIALS
________________________________________
MCA from Karunya University University 2005-2008
CERTIFICATIONS & TRAININGS
________________________________________
HCL INTERNAL TRAININGS : Service strategy, Service design, Service transition, Service operation, Continual service management
Windows Server 2003,Active Directory Services,Microsoft Outlook, Remedy,Dame ware
Hardware, Networking and Windows Operating System training at HCL Technologies
PROFESSIONAL EXPERIENCE
________________________________________
HCL TECHNOLOGIES (Infrastructure Division) [CURRENT]
SENIOR ANALYST
Project: AMD; Duration: (November 2009 - Current)
INCIDENT MANAGEMENT:
SLA Management and adherence bases on severity levels
Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
Authorize any IVR message updates for Service Desk
Quality of updates being made into the Incident Records
Periodically audit Incident records and coach the Incident Management staff to insure that "ticket hops" are reduced to the minimum
Avoid possible misuse of "Pending" status by resolving groups
Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident
Document in retrospect, the actions taken, learning and approvals in the service Management tools
Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
Set expectations of all stakeholders regarding the timelines and permissions required for the resolution
PROBLEM MANAGEMENT AND CHANGE MANAGEMENT:
Intended to track defects and log RFE’s [Requests for Enhancement] with Engineering team
Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
Open Problem Tickets as per Problem Management Policy and Procedures
Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.
Enforce the use of available knowledgebase, Configuration Management Database and Known Error Database for quicker resolution of Incidents
Devise, measure, report, monitor and improve the internally designed KPIs to improve the efficiency of Incident Management process. Example: Ticket hops, Incidents per staff, Incidents resolved using KB
Avoid possible misuse of "Pending" status by resolving groups
Routing the tickets to respective team based on the issue and priorities.
TROUBLESHOOT END USER ISSUES [Level 2 Support]
Daily activities are handling Trouble tickets, Service Requests and Change Requests
Coordinating with resolver group for escalation issues
Foreseeing performance bottlenecks and taking corrective measures to avoid the escalation.
Involved in:
Implementing and conducting administration of resources in windows XP Professional, Windows 7 Operating system
Monitoring, and Managing the pending tickets during off hours
Accountable for the Urgent, High tickets’ SLAs
Instrumental in Self-learning and complete e-learning modules on time
User On-boarding and Off boarding activities in Active Directory
Administration of Symantec Enterprise vault
Assigning SAP roles to users
Account Creation / Termination of Employees, Creation of distribution list and Groups
Working as VPN Admin.
Outlook trouble shooting
Wired and Wireless Networks
MS Office application issues
Working on different Servers / Active Directory
Providing access rights / permissions to the employees on servers, folders, Distribution lists and Groups.
Creating different types of reports for higher management.
Dealing with SAP access related issues, modification on SAP accounts and assigning SAP roles to users
Equipped on Administration of Blackberry Enterprise Server.
Exposure towards the ITIL processes on Incident Management
PREVIOUS EMPLOYER: SITEL, Chennai (India)
TECHNICAL SUPPORT EXECUTIVE
Project: Dell[Sep 2008 – Oct 2009]
KEY RESPONSIBILITIES:
WINDOWS CLIENT ADMINISTRATION
Provided technical support by troubleshooting the desktop, laptop, printers, wired and wireless routers.
BSOD Troubleshooting & OS Troubleshooting.
Provided remote support through Citrix Client server 4.5 and Xen App 5.0
Configuring Outlook, Outlook express and Windows mail
Regular Installation of Anti-virus – Norton, McAfee and Removing of Virus infections
Installation of operating system XP, Vista and Windows 7
Trouble shooting all Microsoft applications and third party applications
Trouble shooting and configuring Wired, Wireless Printer,Network Printers
Trouble shooting and configuring Blackberry Desktop Manager.
PERSONAL DETAILS
Date of Birth : : 26th June 1984
Languages Known : English and Tamil
PAN card : AKEPC2979C
Nationality : Indian
Passport # : H2956463
DECLARATION
I hereby declare that the information furnished above is true to the best of my knowledge and belief.
PLACE: CHENNAI
[CHRISTOPHER.R]
Contact this candidate