Servicenow (ITSM Module)
AMAR NATH TONY
ASSOCIATE CONSULTANT
Bengaluru,KA
Summary
- Associate Consultant with expertise in managing priorities so that deadlines are met in a high-quality outcome. Committed to establishing credibility and developing relationships with associates and managers. Strong conceptual thinking skills and an excellent ability to learn new concepts quickly.
- Multi-tasking Consultant well-known for successfully taking projects from beginning stages to completion. Polished and professional offering proficiency in JIRA, CONFLUENCE , SERVICENOW, ARIS technology. Commended for consistently meeting new technical challenges and finding solutions to satisfy customer needs.
- Drive organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
- Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
- Versatile Service Desk Agent with (B.E - ECE) degree and dedication to exceptional customer service. Excellent customer service skill and attention to detail enabled superior results.
Overview
2
2
Certifications
7
7
years of post-secondary education
5
5
years of professional experience
Work History
Associate Consultant
KPMG
BANGALORE, KARNATAKA
11.2019 - Current
- Analysis and Escalation of Incident and request ticket to the concerned team and coordinate with the team till closure within the agreed SLA.
- Uploading /Editing /Reviewing content to the source collaboration.
- Provision and removal of access of users (Internal and External ) to the various tools ( ARIS , Source collaboration).
- Regular monitoring of business services and reporting if there is any service Disruption.
- Creating , Posting and regular following of outages for any planned and unplanned outage. ( Change Request and Incident Tickets).
- Providing report for CC list to add users in various cost center on monthly basis.
- Creating process documentation for new joiner to help them in BAU.
- Regular monitoring of Incident and Change Management ticket using Servicenow ticketing tool.
- Provided advice, made recommendations and implemented problem solving strategies when business needed to re-energize.
- Performing root cause analysis and general troubleshooting.
- Contributed to success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
Support Engineer
ALTEN CALSOFT LABS INDIA PVT.LTD
BANGALORE, KARNATAKA
09.2016 - 11.2019
- Hands on experience in L1 Support , Service Desk , Managing incident calls, Ticketing (ITSM), categorize and prioritize incident & problem tickets.
- Analysis and Escalation of Incident and request ticket to the concerned team and coordinate with the team till closure within the agreed SLA.
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize client satisfaction level.
- IT downtime coordination with various team for any scheduled activity.
- Closely monitoring on dashboard and informing the right team if any fluctuations or alert persists.
- Provide call ,email and chat support to resolve user problems with proactive troubleshooting in a 24/7 work environment.
- Hands on experience in email , internet browsers , basic networking and basic computer troubleshooting.
- Performed root cause analysis and general troubleshooting.
Education
B.E - Electronics And Communications Engineering,
T.John Institute of Technology
BANGALORE 08.2012 - 08.2016
PUC - Science (PCM)
Adarsh Vikas Vidyalaya
Patna 08.2010 - 08.2012
10th -
Jawahar Navodaya Vidyalaya
Gaya 05.2009 - 05.2010
Skills
Service Level Agreements
Quality assurance
Customer Service
Communications
Team Management
MS Office
Problem-solving skills
Process Improvement
Software
Confluence
Jira Ticketing Tool
ARIS Enterprise Modeling
Outlook
Active Directory
Basic Networking
Basic Troubleshooting
Interests
Watching Movies
Playing Cricket
Exploring Different Kind of Places
Certification
Have done certification in ITIL V4 (IT Service Management) Foundation Course from AXELOS effective from 03rd April 2021.
Accomplishments
- Won Award (Kudos award) for best employee of the team for Q3 (July-sep)during 2020.
- Won wow award (As 25 points ) towards work, team members, and clients amidst on 11th Feb 2021.
- Winner of All India National level Maths Exhibition in Navodayas (NVS) during 2009 held in JNV Panchkula Haryana.
- Participated in All India National Level Drama competition in Navodayas (NVS) during 2007 held in Bal Bhawan New Delhi.
Additional Information
- Date of Birth : 11th Feb 1994
- Father's Name : Mr. Dinanath Paswan
- Marital Status: Married
- Have a valid Indian Passport - Yes - Passport Number - P8939208
- Languages : English, Hindi , Punjabi , Kannada , Telugu , Konkani
- Current Address: Flat 2 , Floor 3, #45 Amma Building , Shirdi Layout ,4th Block, Ayyappa Nagar, Bengaluru, Karnataka -560036
- Permanent Address : Vill - Basuhar , Post - Basuhar , PS – Punpun , Patna ,Bihar - 804453
Timeline
Have done certification in ITIL V4 (IT Service Management) Foundation Course from AXELOS effective from 03rd April 2021.
04-2021
Certificate Number - GR671258931AT
04-2021
Associate Consultant
KPMG
11.2019 - Current
Support Engineer
ALTEN CALSOFT LABS INDIA PVT.LTD
09.2016 - 11.2019
B.E - Electronics And Communications Engineering,
T.John Institute of Technology
08.2012 - 08.2016
PUC - Science (PCM)
Adarsh Vikas Vidyalaya
08.2010 - 08.2012
10th -
Jawahar Navodaya Vidyalaya
05.2009 - 05.2010