Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic

Akshay Joshi

Pune

Summary

Customer-facing Incident Manager driving for results through listening and understanding business and technology needs, critical thinking, and always searching for continuous improvement.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Network Operator Engineer

Fujitsu consulting India LTD
Pune
10.2022 - Current
  • Supported over multiple Client locations in world [ EMEA, US, EUROPE, ASIA ].
  • Remote troubleshot desktop, printer hardware and software related issues.
  • Maintained records of daily data communication transactions, problems and remedial actions taken, installation activities via EasyVista.
  • Mentored new hires on helpdesk support tools and practices Perform agent coaching and Incident monitoring.
  • Provided technical support to customers via telephone and email.
  • Responded to customer inquiries regarding hardware, software and network issues.
  • Performed system backups and restores when required.
  • Monitored the Service Desk queue for incoming requests.
  • Resolved user account problems in Active Directory.
  • Analyzed system logs to identify potential issues.
  • Investigated reported incidents and identified root causes of incidents and problems.
  • Created step-by-step procedures for day-to-day tasks to streamline workflow and improve efficiency.

Incident Manager

Tata Communications Ltd
Pune
10.2020 - 10.2022
  • Demonstrated working knowledge of ITIL.
  • Demonstrate ability to lead and manage IT service management (ITSM) processes in incident management, including rapid response to incidents, coordination of cross-functional teams, and minimizing service disruption.
  • Experience with incident management tools and platforms, such as ServiceNow, Easyvista showing technical proficiency in handling and documenting incidents
  • Strong track record in problem-solving and root cause analysis to prevent the recurrence of incidents and improve response strategies over time.
  • Excellent communication skills, including the ability to communicate effectively with technical teams, stakeholders, and senior management during high-pressure incidents.
  • Monitor the incidents workload per Tier 1 Analyst and ensure that the Service Level Agreement are respected.
  • Mentored junior incident managers, developing a skilled team that improved overall departmental performance and incident handling times.
  • Worked in 24x7 shift timing as a incident manager.
  • To run the Priority 1 / Priority 2 process effectively, leading the Technical Teams/Support Groups through troubleshooting and customer communications
  • Excellent Customer Service and strong communication skills with the ability to explain technical issues in non-technical language to customers.
  • Provided transparency of planned activities and current status to team members and other partners and stakeholders within the company.

Network Associate || Change Management

Lobo Staffing Solutions PVT LTD / Tata Communications LTD
Pune
09.2019 - 10.2020
  • Review all types of changes (standard, normal, expedite and emergency) Service - Now to perform
    quality check based on change process requirements such as change lead time, change type, impact,
    risk questionnaire, change schedule, conflicts with other changes, change summary, implementer,
    blackout schedule, pre-implementation testing result, implementation plan, backout plan, post
    implementation test and validation plan.
  • Follow-up with change requester, change implementer, project managers, change approvers where applicable to make sure changes are fully complaint and make them ready for weekly tech review and change advisory board (CAB) review meetings
  • Prepare and publish tech review report and CAB review report to core technology team, requesters, implementers, approvers and review them in weekly tech review call to assess impact of changes and gain other required approval to make all changes ready for CAB review.
  • Prepare and publish CAB review report to core technology team, requesters, implementers, approvers and review them in weekly CAB call to further assess impact of changes, relationship with other changes and gain final approval from CAB to make all changes ready for implementation.
  • Communication: Also remind all team members and check changes in service-now to ensure that communication plan are sent to user community and a copy is added in teh change ticket where applicable.
  • Expedite Change: Assist technology team in expedite change submission and help answer any process question they may have to ensure their expedite changes are compliant and have gained all required approval.
  • Emergency Change: Coordinate with major incident management team and follow-up with senior technology managers to ensure that emergency changes are related to P1 and P2 and have gained required email or system approval, add email approval in change request notes section and approve on behalf of senior managers.

Education

Bachelor of Engineering - Electronics and Telecommunications Engineering

G.N. Sapkal College of Engineering
05.2019

Diploma - Electronics and Telecommunication Engineering

K. K. Wagh Polytechnic
08.2012

HSC - Science

SBES College of Science
07.2009

SSC -

Gandhi Vidyalaya
06.2007

Skills

  • Change Management
  • Incident Management
  • Problem Management
  • Driving CAB meetings
  • Communication
  • Leadership
  • Technical Troubleshooting
  • SLA management
  • Good knowledge of OSI & TCP/IP model
  • Knowledge of: -ACL, NAT, PAT, PPP, FRAME RELAY, DHCP, DNS

Certification

  • ITIL Certified
  • Scrum Master Certification
  • Zscaler Certified TAC Associate Internet Access
  • Zscaler Certified Cloud Administrator Internet Access
  • Palo Alto Network Certified Network Security Administrator
  • Fortinet NSE1, NSE2
  • Cisco Certified Network Associate

Accomplishments

  • CERTIFICATE OF EXCELLENCE - Awarded for Daring: Courageous & Resilience, Responsive: Focus on Execution, Responsive: Responsiveness & Agility
  • CERTIFICATE OF EXCELLENCE - Awarded for Inclusive: Collaboration, Responsive: Accountability and Ownership, Responsive: Customer Centricity
  • Received Fujitsu Star Award for Financial Year 2022-2023
  • Received Fujitsu Bronze Star Award for Financial Year 2023-2024

Languages

  • English, Very Good
  • Hindi, Excellent
  • Marathi, Excellent

Timeline

Network Operator Engineer

Fujitsu consulting India LTD
10.2022 - Current

Incident Manager

Tata Communications Ltd
10.2020 - 10.2022

Network Associate || Change Management

Lobo Staffing Solutions PVT LTD / Tata Communications LTD
09.2019 - 10.2020

Bachelor of Engineering - Electronics and Telecommunications Engineering

G.N. Sapkal College of Engineering

Diploma - Electronics and Telecommunication Engineering

K. K. Wagh Polytechnic

HSC - Science

SBES College of Science

SSC -

Gandhi Vidyalaya

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Akshay Joshi