Sr. Service Management Consultant

• Sep 2019 - Present

Manager IT Solutions

• Mar 2018 - Aug 2019

Technology Consultant

• Feb 2014 - Feb 2018

Worked on Service Management & Infrastructure Management products of Broadcom Company ( formerly CA Technologies). Provide 1st and 2nd level support to the application. Do Implementation, Customization, Administration/ Configuration mainly Service Management based on ITIL processes. Following are my responsibilities. ITSM which includes 1. Service Desk Manager 2. Service Catalog 3. Process Automation 4. Asset Manager 5. BOXI 6. Xtraction • Implement Incident Management, Problem Management, Change Management, Request Management & CMDB • Develop workflows and attached them with Change Orders as a part of Change Management implementation • Develop workflows in Service Catalog to Request the Services(Business Services) and integrate it with service desk for issue reporting. • Develop SLA’s based on priorities with spel code intact to trigger the sla for escalations • Align IT processes to ITIL, instituting service desk solutions, SLA tracking with Service Level Management • Configure Support Automation which provide Live Chat & Remote Control of End User system . • Configure CMDB to visually analyze the impact of the systems with end to end connectivity. • Configure Mobility & Collaboration Server • Configure auto ticket open in tool via email through mailbox server. • Experience in Red Gate tool and Database Mirroring and Clustering • Reports Knowledge on Crystal Reporting • Involved in implementation, Up gradation patching, Backup, Restoration of database application, Overseeing correlation and application failover. Also design High Availability Architecture and integrating with third party tool. • Involved in projects • Integration with Exchange mail server • Integration with Active Directory Infrastructure Management Implement CA Unified Infrastructure Management formerly known as Nimsoft. To monitor all the servers, applications & databases, networking services, network devices and many more in three ways i.e Agent, Agentless and SNMP services. Show less

Summer Intern

• Jul 2013 - Aug 2013

IT Deptt IT Deptt

internee

• Jan 2013 - Feb 2013

IT Deptt IT Deptt