ASHISH SINGH
Ghaziabad
Summary
Experienced professional with over 9 years in IT Service Management, delivering high-quality services to clients across various domains. Core competencies include implementing and managing end-to-end service delivery processes, such as Incident Management, Problem Management, Major Incident Management, and Service Asset and Configuration Management (SACM). My mission is to leverage my skills and expertise to optimize the performance, efficiency, and value of IT services.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Service Manager
Fujitsu Consulting India Pvt Ltd
Noida
2022.04 - Current
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Scheduling calls to discuss technical issues and major incidents and if required logging reactive and proactive problems for the same.
- Daily, weekly and monthly reports, mitigation of incidents and service requests
- Keeping CMDB up to date and maintain its accuracy.
- Gathering the new requirements/enhancements from customer and working with technical teams to get implemented in CMDB
- Manage EUC and infra CIs and there relationships
- Prepare monthly billing and audit reports for CMDB.
- Working with automation teams to convert CMDB manual reports to automated reports.
ITSM SPECIALIST
HCL Technologies
Noida
2020.07 - 2022.04
- Drive incident metric and perform first-level analysis of incident data to gain insight as to service performance and patterns of emerging issues
- Monitor and actively chase open tickets within agreed time scale to ensure SLAs are achieved
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Prioritized each incident based upon its impact on business and escalated issues considered major threats.
- Collaborated with other departments on cross-functional projects impacting incident management processes.
Senior Associate
Dell Technologies
Gurgaon
2017.08 - 2020.07
- Solved moderately complex customer issues on clients products consistently with minimum supervision.
- Worked closely with vendors to ensure timely delivery of hardware and software solutions.
- Use knowledge of Hardware, software and networks to solve problems of enterprise customers.
- Result driven with strong technical aptitude and troubleshooting skills.
- Analyze most frequent issues, dispatch created data and assist management in minimizing warranty cost to company.
- Served as a liaison between customers and other teams within the organization in order to facilitate communication about IT related matters.
- Responded promptly to escalations from customers regarding unresolved issues.
Senior Associate
Wipro Limited
Noida
2015.09 - 2017.07
- Worked closely with human resources to support employee management and organizational planning.
- As SME Trained and mentored 15 + trainees in single batch on providing customer support with good success rate.
- Preparing productivity reports, maintaining business metrics and providing real time floor support
- Helped in implementation of new ticketing tool Mydesk V4 sharing constant feedback and suggestions
- Identified needs of customers promptly and efficiently.
Web Developer
Megrez Technologies
2014.10 - 2015.04
- Website development using HTML, php & CSS
- Managing product catalogue for e-commerce projects
- Applying SEO fundamentals to developer websites to increase traffic
Education
Bachelor of Technology - Electronics And Communication Engineering
APJ Abdul Kalam Technical University
GhaziabadSkills
- IT Operations
- IT Service Management
- Escalation Management
- Problem Management
- Service Asset and Configuration Management
- Incident Management
- SIAM, ITIL & Agile
- SLA Response Management
Certification
- ITIL V4 Foundation
- Certified Scrum Master
- Certified Scrum Product Owner
- SIAM Foundation
- Generative AI by Microsoft & LinkedIn
Timeline
IT Service Manager
Fujitsu Consulting India Pvt Ltd
2022.04 - Current
ITSM SPECIALIST
HCL Technologies
2020.07 - 2022.04
Senior Associate
Dell Technologies
2017.08 - 2020.07
Senior Associate
Wipro Limited
2015.09 - 2017.07
Web Developer
Megrez Technologies
2014.10 - 2015.04
Bachelor of Technology - Electronics And Communication Engineering
APJ Abdul Kalam Technical University
- ITIL V4 Foundation
- Certified Scrum Master
- Certified Scrum Product Owner
- SIAM Foundation
- Generative AI by Microsoft & LinkedIn
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