Chess
Hemant Dhawan
IT Service Management Lead
Gurugram
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
1
1
Language
Work History
IT Service Management Lead
Expedia Online Travel Services India Pvt Ltd
Gurugram
2018.07 - Current
- Major Incident Management involving Incident leadership, Post Incident Writeups, Co-ordination with various stake holders, providing guidance and training to colleagues.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Managed and supervised daily operations, complying with policies and regulations.
- Established milestones and objectives based on input from functional areas and stakeholders.
- Demonstrated strong writing and presentation skills to develop briefs, analytical reports for clients and leadership.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Handling scrum processes and related team efforts assisting and facilitating team to achieve their goals
- Managed multiple strategic tasks with numerous sub-tasks and corresponding workstreams.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Worked on Process Improvement and learning & development
- Authored process documentation to suit business goals and operational limits
Duty Manager
BT eServ India Private Limited
Gurugram
2015.05 - 2018.07
- Major Incident Manager leading (Own it, drive it, lead it) high priority incidents involving interaction with all stake holders and Client Senior Management
- Was part of Critical Response Unit catering to business continuity plans whenever needed
- Acting as 2nd level escalation for all the resolver groups working in Incident Management.
- Trained employees in essential job functions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Managed senior-level personnel working in Operational capacities.
IT Operations Associate
Accenture Services Private Limited
Manesar
2014.09 - 2015.05
- Handling Last Mile and Core Media issues involving interaction with end user, field engineer, multiple resolver groups and troubleshooting network devices and media components
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Investigated system issues and implemented resolutions to reduce downtime.
- Reviewed technical work of field engineers and third-party support providers.
Technical Support Associate
Tech Mahindra Limited
Noida
2013.03 - 2014.09
- Working on network issues for Lloyds Banking Group involving, troubleshooting on Routers, Firewalls, Switches in Datacentre LAN Environment. Handling/resolving high priority incidents
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Implementation/troubleshooting of Firewall: Contexts, Failover, NAT, Access rules, stateful inspection
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Implementation/troubleshooting of routing protocols: RIP, EIGRP, OSPF
- Implementation/troubleshooting of VLAN, VLSM, VTP, STP, ACL and NAT
- Hands on CISCO Routers-3600, 2811 series and CISCO Switches-3500, 2900 & L3-switches.
- Trained new joiners on Virtual Private Networks: Site to Site VPN, DMVPN, GETVPN, SSL VPN, Easy VPN
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
Site Manager
House Construction
Phagwara
2010.09 - 2012.01
- Ensured proper workforce and inventory
- Supervised contractor work processes and adherence to project schedule.
- Managed site development with assistance from civil engineers and complied with city and county ordinances.
- Assisted architects on requirements of house map design and worked on required approvals from authorities.
- Coordinated team schedules to keep shifts properly staffed during busy periods.
- Provided feedback on effectiveness of strategies and identified areas requiring improvement.
- Communicated vendors positively with particular attention to problem resolution.
- Maintained records and logs of work performed and materials and equipment used.
Education
Batchelor of Technology - Electronics and Communication
Shaheed Udham Singh College of Engineering And Technology
Mohali 2005.05 - 2010.05
Skills
IT Service Management
undefinedCertification
CCNA, CCIE Written (ID – 222090623)
Tools
Router, Switches, ASA Firewalls, BMC Remedy, ServiceNow, Catchpoint, Splunk, Bigpanda, Jira, Omniture, Grafana, Confluence, Haystack
Accomplishments
- Certificate of appreciation for excellent performance and assisting team members rise in their carrier in Expedia.
- Certificate of appreciation for excellent performance in British Telecom.
- Certificate of appreciation for excellent performance in Tech Mahindra.
- All India Rank 15th in math and science test conducted by CIPEL.
- All India Rank 2nd in Bird Behavior Research.
- All India Rank 147TH in English and general knowledge test conducted by CIPEL.
Interests
Astrology
Food and Nutrition
Music
Following Macro Economics
Date/Signature
September 2022/Hemant
Timeline
Learn Jira with Real World Examples+Confluence (from Kosh Sarkar Udemy)
2021-11
Architecting on AWS (3 days corporate Training)
2020-11
IT Service Management Lead
Expedia Online Travel Services India Pvt Ltd
2018.07 - Current
Major Incident Management (Blue Sky)
2017-01
Duty Manager
BT eServ India Private Limited
2015.05 - 2018.07
IT Operations Associate
Accenture Services Private Limited
2014.09 - 2015.05
Technical Support Associate
Tech Mahindra Limited
2013.03 - 2014.09
CCNA, CCIE Written (ID – 222090623)
2012-07
Site Manager
House Construction
2010.09 - 2012.01
Batchelor of Technology - Electronics and Communication
Shaheed Udham Singh College of Engineering And Technology
2005.05 - 2010.05
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