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www.microland.com Ltd Mumbai : Helpdesk Executive
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[QUOTE=Guest;159507]Curriculum Vitae Ritesh S Marbate [b]Email-Id [/b]:ritesh4risk AT sify.com [b]OBJECTIVE [/b]: Looking for a challenging position with a company that would provide an opportunity to impart my abilities and maintain myself at the leading edge of technology [b]1] Company [/b]: IBM (Info Services) [b]Designation [/b]: -Service Mgmt Tool Administrator. [b]Client Site [/b]: RBS, Lower Parel, Mumbai [b]Experience [/b]: 01 May 2009 – Till Date Job Profile at IBM 1 Handling front end and Back End OPERATION ON Service MGMT Tool (CoDesk). 2 Configuration/Creation/Modification of User ID in CoDesk-Service Desk Tool 3 CoDesk Configuration Management 4 Troubleshoot regular agent/probe issues. 5 Scripting for customer specific requirements by raising Change RFC 6 Configuration of Incident Mgmt, Problem Mgmt ,Change Mgmt and Asset Mgmt in Service Mgmt Tool (CoDesk) as per client requirement under ITIL Process. 7 To conduct regular maintenance activity on the Management Systems. 8 Addition/Configuration of Changes into Tools. 9 To run SQL queries on for deletion unnecessary error/Tab/function With help of Tool vender on Net session 10 Addition/deletion of new Location/Work queues/Services as per process requirement by raise RFC 11 Monitoring of IT Engineers activity using above tools. 12 Weekly/Monthly backup activity on CoDesk Application & Database server /UAT server 13 Monthly Active user ID review 14 Installation of patches/upgrades current version with updated Service Pack from Vendor as per process requirement. 15 To run SQL queries on for deletion unnecessary error/Tab/function -Responsibilities on Client Site 1 Escalate issues/ problems to Customer SPOC & Generate weekly reports on work progress/status 2 Follow up for closure of any issues/ work completion as schedules. Coordinate and send out mail communication to team members/ RDMs out mail communication to team 3 Document changes in project schedules, activities, priority changes. 4 Handling CoDesk Escalation from different part Organization. 5 Handling Team By Monitoring SLA (Service Level Agreement) for the clients 6 Answering User queries and Objection related with Tool operation 7 Providing quality support and service Responsibility towards Production loss 1 Call monitoring for in Service Desk Tool for proper Ticket logging and Resolving user correct category, Resolution Code and Root Cause of Incident 2 Follow up with the service provider, clients for any downtime faced because of them. 3 Constant check and follow up to reduce the downtime (outage) 4 Follow up for root cause of the issue reported. 5 Prepare Incident report & RCA (Root Cause Analysis) report & share with clients 6 Attend Conference Call to resolve the issues. 7 Follows ups with Engineers & Team Leaders in different India locations 8 Creating knowledge database to identify the impact area within minimal time duration 9 Monitoring service availability and analyzing response and resolution times to resolve Incidents [b]Responsibility towards Productivity (Via Reports) [/b]: MIS 1 Publishing Daily calls report (DCR) for Client & Regional Development Manager (RDM) 2 Daily End User Call Tracker Report 3 Daily Open Call Report (DOR) status to PROGRAM MANAGER of (IBM) & RDM (IBM) 4 Analysis of reports and share the analysis with high level Management (IBM) 5 Weekly Incident Reports to track count increase or decrease incident Tickets Count 6 Keeping a track of Day to day activity on Incidents. 7 Weekly Call analysis Reports. 8 Monthly Call analysis Reports. [b]2] Company [/b]: WIPRO Info Tech [b]Designation [/b]: - Sr.Technology Helpdesk [b]Department [/b]: Manage IT Services [b]Client Site [/b]: WIPRO BPO, Belapur, Navi Mumbai. [b]Experience [/b]: 12 DEC 2007-To: 31April 2009 [b]Responsibilities on Client Site [/b]: WIPRO BPO, Belapur, Navi Mumbai. 1 Responsible for the shift day to day work. 2 Responsible towards closure for the entire incident logged and tickets raise in TNG Unicenter (Service Desk Tool). 3 Train the users to reduce the downtime faced by routine issues. 4 Responsible to achieve goal of proper coordination. 5 Responsible for VIP Support 6 Central point of contact for VIP support. 7 Manage the data / details of VIP users. 8 Maintain the record of calls reported and solution provided to VIP users for future reference. 9 Log calls with Vendors and take follow up for immediate closure on VIP user’s hardware issue. 10 Responsibility towards L1 Engineers 11 Responsible for all L1 engineers in a shift. 12 Help L1 engineers to resolve the issue within SLA. 13 Coordinate among all teams (Server, Network, Voice, Inventory, Engineers and CD). 14 Manage the shift without any escalations to higher management. Reports 1 Prepare shift wise reports 2 Prepare Daily Weekly and Monthly reports and share with the clients. 3 Analysis of Incidences raised 4 Analysis of calls / incidences reported to Technology Helpdesk. Projects completed on current Site 1 Up gradation of Symantec Antivirus for entire floor. 2 Setup of entire process with respect to the required Hardware and Software. 3 Verification of all the Active Login IDs for Belapur Location. ________________________________________ [b]2] Company [/b]: WIPRO InfoTech) IT-Source India Pvt. Ltd. [b]Designation [/b]: Service Desk Agent. [b]Client Site [/b]: Client Site-Reliance Capital, Mahape. [b]Department [/b]: Reliance Capital (IT Helpdesk) [b]Experience [/b]: from Dec 2007 – March 2008 [b]Responsibilities on Site. Client Site [/b]: Reliance Capital, Mahape, Navi Mumbai. 1 Handling web mail (HP open view) 2 HP Open view Service Management 3 Monitoring of IT Engineers activity using above tools. 4 Follows ups with Engineers & Team Leaders in different locations. 5 Monitoring and Status Receiving, Recording, Prioritizing and Tracking service call 6 Tracking of all registered calls 7 Escalation and Referral to other parts of the organizations 8 Reporting about calls on quality of the desk 9 Keeping customers informed on request status and progress 10 Coordinating second-line and third-party support groups 11 Closing incidents and confirmation with the customer 12 Sending the closure mails to the customer. 13 Ensuring User satisfaction by proper follow ups. 14 Keeping track of ID's created & deleted. 15 Issuing of the materials as per the requests after procurement. Vendor Management 1 Checking the Hardware parts (HDD, Mother Board) and troubleshooting the same. If not solved then logging the call with Vendor for the same. 2 Follow-up with Vendor for Replacement. 3 Maintain proper records of Faulty and Replaced parts [b]3] Company [/b]: Reliance Infostream [b]Designation [/b]: Call Coordinator [b]Client Site [/b]: DACK (Navi Mumbai) [b]Department [/b]: MPO Circle [b]Experience [/b]: from 26 Dec 2006 – 07 DEC 2007 1 Tracking of all registered calls 2 Reporting about calls on quality of the desk 3 First Line Support 4 Keeping customers informed on request status and progress 5 Coordinating second-line and third-party support groups 6 Closing incidents and confirmation with the customer 7 Sending the closure mails to the customer. ________________________________________ [b]QUALIFICATION [/b]: Pursuing BSC IT 3rd Year from SMU Completed Diploma in Information Technology from SMU (1 Year) Completed HSE from Nagpur Completed S.S.C from Nagpur ________________________________________ TRAININGS: Attended 15 days training on Windows 2000-2003 Server & Active Directory Migration. ITIL certification. MCSE Training at Tech Network VASHI ________________________________________ Proficiency: 1 Team Management. 2 Center point of contact for Client 3 Handle Escalations. 4 Installation, Configuration and Troubleshooting Branded & Assembled PC’s 5 Expert level knowledge of working with Microsoft Office tools like Word, Excel and PowerPoint 6 Microsoft Windows 95/98/XP/2000 Professional & Server 2000/2003 7 Ms Office 97/XP/2000/2003/2007 8 Ms Outlook2000/2003/2007 9 Lotus Notes 10 Expert level knowledge of working with Service Mgmt Tools Clarify13.8,RCRM ,HP open View,Tng Unicenter,Codesk(Sql Base)[/QUOTE]
