Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Configuration Manager
Kyndryl Solutions
01.2022 - Current
Managed configuration processes to ensure compliance.
Collaborated with cross-functional teams to streamline operations and improve data in CMDB.
Populate and manage the configuration management database.
Establish a Baseline of IT infrastructure.
Provided training and support to team members on best practices and procedures.
Problem Manager
IBM India Pvt Ltd
02.2020 - 11.2021
Facilitated root cause analysis sessions, driving continuous improvement initiatives across teams.
Collaborated with cross-functional teams to enhance problem resolution processes.
Developed and maintained process documentation, ensuring compliance with service level agreements.
Trained team members on best practices Problem Management.
Identity and Access Management Analyst
IBM India Pvt Ltd
05.2011 - 02.2020
Create user accounts on Active Directory Manage access to shared folders.
Manage accesses pertaining to Shared mailboxes and Distribution Lists.
Manual account disabling/enabling Modify/add policies, add roles, application specific groups and packages.
Troubleshoot specific user access issues escalated by Help desk.
Assumed role as a LRA (Local Registration Authority) for a major Canadian bank.
Acted a single point of contact from India for Access Management including On/Off boarding across Service Lines.
Senior Technical Support Representative
IBM India Pvt Ltd
10.2009 - 04.2011
Worked as a Service Desk Agent (Front and Back office) for a leading global alcoholic beverages manufacturing company.
Responded to customer inquiries and provided technical assistance over phone and mail.
Provided first line technical support by performing remote troubleshooting to company employees.
Liaise with different resolver teams to ensure closure of tickets on priority.
Education
Bachelor of Engineering - Electronics And Communications Engineering
K S Institute of Technology
Bengaluru, India
08-2009
Skills
Asset management
Problem management
Certification
ITIL Foundation Certificate in IT Service Management.
ITIL Operational Support and Analysis Certificate in IT Service Management.
Timeline
Configuration Manager
Kyndryl Solutions
01.2022 - Current
Problem Manager
IBM India Pvt Ltd
02.2020 - 11.2021
Identity and Access Management Analyst
IBM India Pvt Ltd
05.2011 - 02.2020
Senior Technical Support Representative
IBM India Pvt Ltd
10.2009 - 04.2011
Bachelor of Engineering - Electronics And Communications Engineering