Profile
IT Specialist with 4+ years in the IT industry analyzing implementation of innovative business process and system solutions using the Information Technology Infrastructure Library (ITIL)methodologies. Seeking a challenging position using strong analytical and problem solving
skills to facilitate healthy communication between the client and IT department.
Core Competencies
Microsoft Windows servers 2008 and 2012
Strong communication skills
Microsoft Excel Working independently
SCOM Managing tight deadlines
VMware. Leadership
Technical knowledge of standard ServiceDesk
Microsoft applications, network and PC
hardware.
ITIL
Incident management,
Change Management
Problem management
HP NNMi
HP OVO
HP BSM
HP Service Manger
BMC Remedy
Service Now
Lotus Notes
Experience Summary
IT Project Officer
Dec 2014 to Dec 2015
Kerala Sustainable Urban Development Project – Cochin, Kerala
Enhancement and troubleshooting of the E Governance system adopted in the Urban Local Bodies in Kerala.
Preparation and documentation of the Project reports which is implemented by the Urban Local bodies.
Preparation of training documents for giving training to the employers of Urban local bodies.
I.T Project Management.
Organizing IT workshops along with Government of Kerala for the public citizen
IT Technical Support Engineer
Sept 2011 to Dec 2014
Ernst and Young – Cochin, Kerala
24×7 Monitoring of Ernst and Young IT infrastructure using HP Service Manager.
Incident Management based on SLA.
Change Management.
Problem Management.
Request Management
Service Transition Mangement
Desired Configuration management (DCM).
Giving remote support through Remote desktop.
Updating of Microsoft patches periodically.
Basic Troubleshooting of Server related issues and Network related issues within ITIL Standards.
Escalation of incidents to the next level if the issue is not solved using ticketing tool.
Updating Antivirus definitions on servers.
Clean up of the tool after the issue is resolved.
On-Call support for the end users.
Service desk management.
Education & Qualifications
Bachelor of Technology (BTech), Electronics and Communication 2011
Mahatma Gandhi University – Kottayam, Kerala, India
Certifications
ITIL V3
Lean Six Sigma
