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Shashikant: Experience Summary

Shashikant is seeking assignments in service desk engineering and remote support with a reputable organization in Delhi/NCR. He has 1 year of experience in incident management, change management, and IT service delivery from his role as a Service Desk Engineer at IBM India Pvt. Ltd. His responsibilities included ensuring incidents were assigned proper severity and priority, monitoring servers and applications, escalating issues, and producing reports. He is proficient with ticket management tools like Maximo, ITSM, and networking tools like Tivoli and has technical skills in operating systems, programming languages, databases, and Linux administration.

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Kuldeep Saini
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68 views2 pages

Shashikant: Experience Summary

Shashikant is seeking assignments in service desk engineering and remote support with a reputable organization in Delhi/NCR. He has 1 year of experience in incident management, change management, and IT service delivery from his role as a Service Desk Engineer at IBM India Pvt. Ltd. His responsibilities included ensuring incidents were assigned proper severity and priority, monitoring servers and applications, escalating issues, and producing reports. He is proficient with ticket management tools like Maximo, ITSM, and networking tools like Tivoli and has technical skills in operating systems, programming languages, databases, and Linux administration.

Uploaded by

Kuldeep Saini
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOC, PDF, TXT or read online on Scribd
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SHASHIKANT

Mobile: +91-8826628151

E-mail: shashikantsingh1107@gmail.com

Seeking Assignments in Service Desk Engineering and Remote Support with an


Organization of High Repute
(Location Preference: Delhi/NCR).
1 Year of experience in Incident Management ,Change Management, IT Service
Delivery .
Experience Summary:
Providing quality customer services and resolving customer queries. Possess good interpersonal, communication &
organizational skills with abilities in team management. Efficiently utilizing my skills to successfully achieve the targets
assigned.
Company: IBM India Pvt. Ltd (Payroll of IMSI India (P) Ltd).
Designation: Service Desk Engineer (Nov-2013 to Present)
Responsibilities:

Ensure appropriate severity and business priority is assigned to incidents


Monitoring 7000+ servers and 300+ business critical application of IBM.
Ensure incidents are communicated to appropriate responder commensurate with SLAs
Escalate Business issues where appropriate.
Overall responsibility for the resolution of all incidents till closure.
Monitoring the status and progress towards resolution of assigned incidents.
Managing Daily incidents review meeting with client on TAT, Pending incidents / issues & calls trend.
Escalating the issue as necessary per established escalation process.
Coordinating with problem management team to find out the root cause analysis and updating records.
Reviewing current incident classification and prioritization criteria of service desk.
Producing scorecards and KPI metrics reporting for service desk.
Collecting major Incidents with different domains and send consolidated report to client on daily/weekly
basis.
Be accountable on resolution SLA across all domains.
Doing Age analysis of incidents & problem tickets & also SLA Exception Analysis for management Relief
Preparing service management reports & provided to the client on monthly, weekly, daily and adhoc basis.
100% Incident Quality
Incident Co-ordinator.

Hands on Experience on below tools:


Ticket Management ITSM Tools:

Maximo tool
MAXIT
SLA Management in tools.
IT Cam
Tivoli Netcool Suit
Tivoli ( ITNM)

ACADEMICS

2013
2009
2006

B.tech from Guru Gobind Singh Collage of Engineering & Technology (PTU)
Intermediate from Uttar Pradesh Board safe with.
Metric from Uttar Pradesh Board .

Professional Enhancements

2009
2014

C++ from APTECH Computer Center, Bareilly(U.P)


RHCE from K.R Network Cloud , Nirman Vihar(Delhi)

Technical Skills
Installing the Operating Software such as Windows: - win7, win8 & Red-Hat Linux.
Programming Language:- C# & .Net
Database: - SQL server
Linux Administrator: User ID Management.
File Permission Management.
Network Troubleshooting: - DHCP, SSH ,Telnet.
Configuring mail server send mail, NFS, FTP, YUM, SAMBA, APACHE.
Networking Knowledge.
Personal Qualities
Strong Visualization, Problem solving and analytical skills
PERSONAL DOSSIER
Date of Birth
Permanent Address
Linguistic Proficiency
Father Name
Gender
Current Location
Hobbies

:
:
:
:
:
:
:

21 September 1992
Old Police Line City Station Road Bareilly(U.P)
English and Hindi
Mr. Ram Kumar
Male
Ghaziabad
Read Nobel & Dancing.

I hereby declare that all above information is true to the best of my Knowledge.

Date ----------------------Place -----------------------

Signature

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