Deepak Kandpal
Greater Noida West, GB Nagar, Uttar Pradesh
Summary
I have 19 years of experience in IT industry. Skilled in IT Service Management Solution, Technical Consultant, IT Consulting, IT Infrastructure Management & Service Delivery. Involved in various projects “Global & Domestic clients” to setup the whole IT Service Management (ITSM) and IT Operation Management infrastructure (ITOM) and help them with the ITSM & ITOM implementation and the system upgrade.
I have a good experience of BMC Helix, BMC Remedy, BMC Discovery, Service Now Discovery (IT/OT/IoT/Cloud), Service Now Service Mapping, Service Now Event Management and CMDB Implementation. I also have a good knowledge of webservice based integrations (REST API and SOAP) with external systems.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Deputy General Manager
HCLTech
Noida
05.2014 - Current
- Collaborated closely with cross-functional teams to gather requirements, design workflows, and configure ServiceNow applications to align with business needs, ultimately enhancing operational efficiency and user satisfaction
- Served as a Solution Architect for BMC Helix (ITSM) and ServiceNow ITOM, overseeing the implementation of Discovery, Service Mapping, Event Management, CMDB and Operational Technology
- Implemented ServiceNow Operational Technology solution for customers, encompassing OT visibility, OTVR, and OTSM
- Designed and executed CMDB solution for customers, establishing a comprehensive CMDB data model, identifying diverse data sources, and implementing standardization and reconciliation processes
- Eliminated CI duplicity and established CI to CI and CI to People relationships, while facilitating manual CI upload
- Demonstrated expertise in responding to Request for Proposals (RFP) and conducting extensive sessions with customers to fully understand their requirements
- Accountable for seamlessly integrating Cloud platforms such as AWS and Azure with ITSM tools like BMC Remedy and ServiceNow, effectively serving as a Cloud Management Platform
- Provided comprehensive end-to-end ITSM and ITOM solutions to customers
- Successfully integrated various external tools with BMC Remedy/BMC Helix, including SSO, LDAP, Exchange Server, True Sight Capacity Optimizer, SCCM, BMC Discovery, Archer, SAP, and Solarwinds
- Led status meetings and requirement gathering workshops with customers
- Conducted User Acceptance Testing (UAT) sessions with customers and developers, proactively resolving all bugs and defects raised during the sessions
- Thoroughly tested and troubleshoot ServiceNow applications, promptly identifying and resolving issues, while providing comprehensive training and support to end-users, leading to a seamless transition and increased platform adoption
- Developed technical solution documents and Standard Operating Procedures (SOP) for operational users, ensuring a seamless handover process.
Senior Solution Integrator
Ericsson India Global Services Ltd.
Noida
09.2011 - 04.2014
- Worked as a solution architect for the OneTM application, overseeing a group of Remedy developers and administrators
- Responsible for designing and solutioning of the Custom application (OneTM) which was developed on BMC Remedy ARS platform
- B2B platform integration designing and solutioning for Ericsson’s customer
- Responsible for taking the approval on the proposed solution by SME, Financial team, and Customer
- Documentation for the quarterly release like Test case document, design document, LLD, HLD, solution document, implementation document, Training document etc
- Create training documentation to train the trainer, so that he can further train the various customer’s team
- Drive User Acceptance Testing (UAT) with customer and developers and resolve all the bugs and defects raised by customer during UAT session
- Implemented Zero Downtime upgrade of OneTM remedy platform
- Responsible to set up Ericsson’s first ITSM platform MOSS
- As-Is Migration of Ericsson’s Resolution (OneTM) from physical Solaris servers to RedHat VMs.
Technology Lead
Infosys Limited
Pune
10.2008 - 08.2011
- Lead a team of Remedy Developers and Remedy Administrators
- Implemented BMC Remedy Upgrade project for Customers
- Remedy Upgrade for Australian Telecom Company from 7.1 to 7.5 version with all the live modules and integrations
- Responsible for creating Business Object and BMC Analytics reports
- Development and customization in BMC Remedy
- Upgraded the existing BO XI R2 to BO XI 3 release 2 and BMC Analytics 2.1 to BMC Analytics 7.6
- Created 50+ customized BO reports for Customers
- Drive User Acceptance Testing (UAT) with customer and developers and resolve all the bugs and defects raised by customer during UAT session
- Responsible for Production Implementation Plan creation and execution
- Responsible for creating Test cases, High Level Design, Low Level Design, Solution Document and Run Book creation.
Escalation Lead
CSS CORP Pvt Ltd.
Chennai
04.2007 - 10.2008
- Providing L3 support to Aruba wireless devices which includes Aruba mobility controllers, Access Points, IDS/IPS devices
- Help customer to configure all the devices on which the Aruba wireless features and functions are depends like Radius server, LDAP server, VPN server, Firewall, VOIP devices etc
- Troubleshoot and fix the customer issues with the help of remote access.
Senior Network Engineer
Bharti Comtel Ltd.
Delhi
10.2005 - 04.2007
- Managing and maintaining the Bharti broadband services and network
- Look after all the faults that come in Bharti broadband and provide better resolution to the customer.
Senior Network Engineer
NetConnect Pvt Ltd.
Delhi
10.2005 - 04.2006
- Managing and maintaining the Bharti broadband services and network
- Look after all the faults that come in Bharti broadband and provide better resolution to the customer.
IT Engineer
Compunet Services
Delhi
02.2005 - 09.2005
- Providing technical and voice support to the Mahindra Gesco's clients
- Providing IT support
- Taking backup of Lotus notes.
Education
PGDIT - Information Technology
Symbiosis Centre For Distance Learning
Pune, India02.2011
Bachelor of Engineering - Information Technology
Rajiv Gandhi Proudyogiki Vishwavidyalaya
Bhopal, India06.2004
Skills
- IT Service Management
- IT Operational Management
- Operational Technology
- Project Management
- Leadership
- Integrations
Certification
- ServiceNow Certified Implementation Specialist – Discovery
- ServiceNow Certified Implementation Specialist - Event Management
- ServiceNow Certified Application Developer
- ServiceNow Certified System Administrator
- BMC Helix Business Workflows 20.x: Fundamentals Administering
- BMC Certified Associate: Helix Chatbot 20.x for Administrators
- BMC Helix Chatbot 20.x: Fundamentals Administering
- BMC Certified Associate: Discovery 20.x for Administrators
- BMC Helix ITSM - Smart IT 20.x: Fundamentals Administering
- BMC Certified Associate: Helix ITSM - Smart IT 20.x
- BMC Certified Associate: Helix Digital Workplace Advanced Catalog 20.x
- BMC Helix Digital Workplace Advanced 20.x: Fundamentals Catalog Administering
- BMC Helix Digital Workplace Basic and Advanced 20.x: Fundamentals Administering
- BMC Certified Associate: Helix Digital Workplace Advanced 20.x
- BMC Certified Associate: Helix Migration
- BMC Certified Associate: Helix CMDB 19.x
- ITIL V3 foundation certified
Visa details
US B1/B2 MULTIPLE VISA
MAY 2019 — MAY 2029
References
- Rahul Abhishek, HCLTech, +917982851550, rahulverma1906@gmail.com
- Pragam Saxena, Ericsson India Global Services Ltd., +919899114882, prgam@gmail.com
- R. Rathish Kumar, Infosys Ltd., +16262027461, rathishkumar_r@infosys.com
Timeline
Deputy General Manager
HCLTech
05.2014 - Current
Senior Solution Integrator
Ericsson India Global Services Ltd.
09.2011 - 04.2014
Technology Lead
Infosys Limited
10.2008 - 08.2011
Escalation Lead
CSS CORP Pvt Ltd.
04.2007 - 10.2008
Senior Network Engineer
Bharti Comtel Ltd.
10.2005 - 04.2007
Senior Network Engineer
NetConnect Pvt Ltd.
10.2005 - 04.2006
IT Engineer
Compunet Services
02.2005 - 09.2005
PGDIT - Information Technology
Symbiosis Centre For Distance Learning
Bachelor of Engineering - Information Technology
Rajiv Gandhi Proudyogiki Vishwavidyalaya
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