Newill Pinto
Pune
Summary
Aspiring to attain career enrichment by being constructive and innovative in my efforts and to make myself competent enough for performing all my tasks independent responsibility as well as in a team in the organization so as to move ahead in my life and add to the growth of the organization.
A dynamic professional with over +11 years of rich IT experience as an ITIL Process Owner. Expertise in Processes ITIL Change Management (Change Manager &Change Implementation Consultant) ITIL Incident Management (Situation Management Cor-Ordinates SMC) ITIL Problem management Service desk management and Metrics & Reporting Health check of an ITIL aligned Global Process as a Process Owner Strong leadership, interpersonal, technical, and communications skills with extensive experience in ITIL Process, Creating, Updating, Managing Process Project Management Excellent in Microsoft Excel, Word, Reporting, Graphs/ Tables Data Analyst experience interpreting and analyzing data in order to drive successful business solutions. Proficient knowledge in statistics, mathematics, and analytics. Excellent understanding of business operations and analytics tools for effective analyses of data. Expertise in Governance, Calls handling Outlines roles, responsibility and relationships among project, Issue management and resolution; and transparent communication.
Overview
1
1
Certification
Work History
Lead Infrastructure Engineer
Mphasis an HP Company
Pune
- Current
- Responsible as an Operational Lead to lead a team of four
- Introduced Process improvements
- Building SNOW query to instigate Automation of different reports
- Set KPI
- Evaluate Performance
- Prioritization and Delegation of Task
- Facility Management and Maintenance
- Coaching, Moral Building to accomplish goals and improves the confidence, dedication and motivation of team members
- Resolve Conflicts
- Transition of Project.
Change Manager (Change Management Decommission)
Mphasis an HP Company
Pune
- Created a change management strategy, processes and procedures with regards to Decommission project in accordance with ITIL Framework and divided Decommission activities in different Phases
- Applied a structured methodology and lead change management activities related to Decommission Project
- Formulated Change management Decommission processes including Create and process a Request for Change (RFC), Assess and evaluate change, Coordinate change with stakeholders, test change prior to release, authorize and schedule change implementation and review and close change record
- Responsible to monitoring the effectiveness of the change management process and make recommendations for improvement with regards to Decommission project to promote business benefit while minimizing the risk of disruption to the IT Infrastructure
- Continually improve ITSM change management processes (Decommission) to assure coordinated effort between different teams and client to protect the IT Infrastructure and Client Enterprise from changes that are disruptive or have unacceptable associated risks by using standard methods and processes for the review and approval of changes prior to implementation
- Responsible for communicating and implementing the overall direction and management of the Change Management Process with regards to Decommission project and prepared various reports in system to analyze and pick non conformances/discrepancies in changes with regards to documentation and in correct information
- Conducted Change Management Service Reviews forum to review overall Change Management performance with different teams and client to improve the success rate of changes
- Conduct impact analyses, assess change readiness and communicate with Change Owners/Requestors
- Owner of the change management process with respect to Decommission changes that defines the process flow, documented expectations and implemented training and guiding resources to adhere to the Decommission process for all systems
- Preparation of routine Decommission Agenda Call Meeting Data (sheet) for the review and approval of Decommission changes
- Conduct/Host Decommission Change advisory board (CAB) meeting to discuss Decommission changes with queries raised and actions needed to rectify them
- Ensures that all the activities designed to implement the Decommission changes are as per the Decommission standards and liaison between the client and change owners to ensure process and procedures are followed accurately
- Attend various CAB meeting and provide necessary inputs to them Change Management Analysis and reviewing different types of changes for Change Management
- Decommission Changes
- Review/analyze and authorize and approve/deny Decommission changes on the tool
- Reviewing Decommission changes, Major changes, Production changes, ICAB changes and Standard Changes
- Updates the user with the change activity
- Resolve issues related to changes Create Standard Change template in SNOW as per the Change management standards
- Involved in Preparation of DOU (Document of understanding) and KOP (Key Operation Procedure)
Situation Management Co-ordination With SMC
Mphasis an HP Company
Pune
- Deliver the swift resolution of all escalated incidents within acceptable timeframe by coordinating needed efforts between Outsourced Vendors and Service Support Teams
- Accurately and concisely communicate technical and relevant incident and outage information to leadership team in a timely manner
- Ensure that Major Incident Recovery process is followed & escalate as per the defined Major Incident Management Process
- Ensure that all critical Sev1 and Sev2 incidents are resolved within the defined SLA by engaging respective capability teams on the bridge call and the chat room
- Open Bridge calls for incidents, create, update & close the Incident tickets, create Incident Logs, create Snapshots (timeline details) of the incident with correct timelines which are provided to the Problem management for review
- Responsible for sending the E-notifications for Severity (SEV1/2) incidents to the management, customer & capability teams for the project through Resolve tool
- Review/analyze and approve/deny exceptions and emergency changes, for all such changes review the change template, implementation plan and ensure that change no and outage details are correctly captured by the capability teams in the tool as well as in the change template and implementation plan, override Approvals if required for such changes
- Perform the role of Change Coordinator for the monthly scheduled change event
- Where in Pre and Post checkouts for applications & servers are done and changes are implemented, if incidents arise out of these changes, then follow the incident management process
- Create Access request for Sprint tool for requestors & provide amendment/addition/deactivation access to person and groups for the same
- Working Hands on knowledge Service Now, Resolve, Sprint/Service Centre, Virtual Room/ Chat room, RDI tool & Avaya Phone
- Involved in Preparation of DOU (Document of understanding) and KOP (Key Operation Procedure)
Service Request Management(Coordinate Stakeholder)
Mphasis an HP Company
Pune
- Attend project meetings and application team meetings for all assigned Applications and closely monitor status of projects and issues
- Responsible for Monitoring and completing Service request
- Opening Change Request, IMAC request
- Review and approve application support, monitoring, and severity documentation provided by the client and update online document repository (Service Now)
- Access and review the Service Request tool providing estimates, requirements, and uploading operational document templates as needed
- In support of adding and removing applications, servers, and databases
- Review Operation team log for activity in your applications
- Provide follow up when necessary
- Review Operation alert summary report for alerts that occurred in your applications
- Create, coordinate, and submit requests for any changes to monitoring configurations
- Review engineering changes to supported systems
- This could include adding application stop/start steps for patching and other maintenance
- Involved in Preparation of DOU (Document of understanding) and KOP (Key Operation Procedure)
Problem Management (Co-ordinate Stake Holders)
Mphasis an HP Company
Pune
- Responsible for Problem Management Process
- Host a call to investigation and follow up with the technology team for more effective discussion on the problem root cause, work around & corrective actions
- Perform trending and analysis of incidents to proactively identify problems
- Continuously follow-up with support teams for relevant updates, track against SLA, and drive to resolution
- Communicate with business and Client, focal point contract/interface during the occurrence of issue
- Track team progress on High Priority and Major incidents and providing daily status updates on outages impacting IS
- Perform and Communicate Daily health checks to management (Dashboards)
- Follow up on escalations and issues with client and vendor
- Ensure that the incident records are fully updated prior to Problem management handover
- Publish new Incidents in the problem Management report
- Provide feedback on areas of improvement to facilitate expediting incident resolution
- To work on the RCA (Root Cause Analysis)
- To ensure that problems are identified and resolved
- To eliminate recurring incidents and minimize the impact of the incidents or problems that cannot be prevented
- To work on metrics such as Number of Incidents reduced by resolving Problems, Time needed to resolve Problems, Percent of Problems re-occurred, well maintained KEDB
- Involved in Preparation of DOU (Document of understanding) and KOP (Key Operation Procedure)
Sr. Tech Support (Service Desk)
Mphasis an HP Company
Pune
- Handling Calls for American Express travel and BPOS
- Provide updates to senior and executive management
- Provide feedback on areas of improvement to facilitate expediting incident resolution
- To work on the RCA (Root Cause Analysis)
- To ensure that problems are identified and resolved
- To eliminate recurring incidents and minimize the impact of the incidents or problems that cannot be prevented
- Perform trending and analysis of incidents to proactively identify problems
- To work on metrics such as Number of Incidents reduced by resolving Problems, Time needed to resolve Problems, Percent of Problems re-occurred, well maintained KEDB
- To provide Resolution (including any Work-around) or a route to in-line support
- To provide response on an RFC to effect resolution for the Incident(s) for any derived Work-around or solution
- Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management
- To work on current practices and review operational process documentation
- To create and update Knowledge Base
- Handling Escalation for Microsoft tool (Exchange, Communicator, Live meeting) & Authorization issues, SharePoint, Active Directory, SCCM, Microsoft Outlook Exchange, wired and wireless network troubleshooting, Lotus notes and other tools.
Senior Process Executive
Infosys BPO Ltd
Pune
10.2007
- Part of L1 team to provide support 24x7 for all IT Infra related incidents, problems services & other BAU and optimization activities
- Responsible for Openreach (Neo) SD Process
- Handle inbound and outbound Engineers query from Communication Service Providers
- Provide the current updates to the Engineer with regards to the order raised
- Process orders within the specified SLA
- Co-coordinating with the onshore team and ensuring appropriate resolutions provided to the Engineers
- Played a key role in developing process knowledge, improving quality skills and handling escalations
- Developed Macros for the process which ensured automatic follow up of the orders and helped reduce the no of outbound calls by 10%
- Handle the floor and played a key role in Real Time Monitoring the call volumes and managing breaks of the agents accordingly
- Multi skilled trained on other queues to take care of the any unexpected hike in volume
- Worked as Sr
- Process Executive for Openreach (Routing solutions)
- To identify gaps or improvement opportunities in IT function and its activities
- Understand and modify the current integrations between different tool sets
- To prepare reports while highlighting impacts and giving recommendations in-line with business.
Education
MCA -
D. Y. Patil College Akurdi, Pune University
01.2008
B.Sc. Electronics -
Modern College, Pune University
01.2004
10+2 -
Maharashtra Board
01.1999
10th -
Maharashtra Board
01.1997
Skills
- Change Management
- Team Mentoring
- Application Support
- Incident Management
- Configuration Management
- Database Administration
- Hardware Troubleshooting
- Training and Mentoring
- Project Oversight
- Decision-Making Skills
- ITIL Consultant
- SNOW Admin
- SNOW Query building
- Project management
- Requirements Gathering
- Operational Reporting
- KPI Tracking
- Consulting
- Operations Management
- Staff management
- Pivot table
- Decision-making skills
Certification
- ITIL Foundation Certified (V3)
- Red Hat OpenStack Administration
- Service Now Administration
- Service now developer (self-studied)
- Business Intelligence (self-studied)
Accomplishments
- Received appreciation from client for creating Knowledge Database for AMEX during transition.
- Received appreciation From HP Client for Successful Migration of HPOML tool.
Recommendation Letter
Corine Vanier, Change Manager/Process Manager, Sabre Account, Corine.Vanier@dxc.com, To whom it may concern, It is my pleasure to recommend Newill Pinto for future career development opportunities. I have worked with Newill on the Sabre account over the past 3 years during which time he worked as a change analyst on the Change management team. I have observed Newill work ethic over the years and have been consistently impressed with his work. Newill has proven to be an exemplary resource on the team. He is a quick learner and has much motivation to take on challenges. I truly appreciate the work he has done being a member of the analyst team and being supportive through various transformations. It was a pleasure to work with Newill over the years and I will truly miss his service on the account. Having the background knowledge of the account like he has and applying his expertise is something that will be truly missed. I recommend Newill without reservation. I am confident he will bring forward his work ethic, professionalism and knowledge to future endeavors. Please let me know if you have need for additional information. Sincerely, Corine Vanier Change Manager/Process Manager – Sabre Account Corine.Vanier@dxc.com
Personal Information
- Date of Birth: 09/24/81
- Gender: Male
- Nationality: Indian
Languages
English, Hindi, Marathi and Konkani
Timeline
Senior Process Executive
Infosys BPO Ltd
10.2007
Lead Infrastructure Engineer
Mphasis an HP Company
- Current
Change Manager (Change Management Decommission)
Mphasis an HP Company
Situation Management Co-ordination With SMC
Mphasis an HP Company
Service Request Management(Coordinate Stakeholder)
Mphasis an HP Company
Problem Management (Co-ordinate Stake Holders)
Mphasis an HP Company
Sr. Tech Support (Service Desk)
Mphasis an HP Company
MCA -
D. Y. Patil College Akurdi, Pune University
B.Sc. Electronics -
Modern College, Pune University
10+2 -
Maharashtra Board
10th -
Maharashtra Board
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