ITIL Foundation
Rajeev Koduri
IT Service Management Professional
Bangalore
Summary
A determined employee with over 13 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
4
4
Certificates
1
1
Language
Work History
Senior Associate
Acqueon Technologies Command Centre Team
Bangalore
04.2021 - 03.2023
- As an Senior Associate at Acqueon Technologies Command Center Team, I am responsible to Co-ordinate day-to-day activities of Major Incident Management, Problem Management, Change Management, Knowledge Management and Jira Administration.
- 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.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Provided immediate emergency response and incident management.
- Conducted post-resolution reviews with team members.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Developed and coordinated response processes.
- Used Jira to develop spreadsheets, reports and tracking systems.
- Gathered, documented, and modeled data to assess business trends.
Service Delivery Engineer
DELL EMC Corporation
Bangalore
04.2016 - 04.2021
- As a Service Delivery Engineer at Dell EMC, I am held responsible for New Windows OS installations, Server Build, Decommissioning, Patching, and Hardware Upgrades of Windows Servers.
- Schedule patching and create RFC's according to the availability.
- Install Patches through SCCM and Big Fix tools.
- Handling End to end Build of new Windows and Linux Servers in VMware with activities such as IP assignment, OS installation, assigning new Drives, Adjust CPU & Memory, and Peer Review.
- Handling Hardware upgrades of existing servers such as CPU and Memory Upgrade, Increase Hard Drive capacity.
Consultant, Problem Manager
GENPACT Headstrong Capital Markets
Bangalore
02.2014 - 04.2016
- Manage the problem management process for assigned systems by communicating with customers, service providers and system managers.
- Conducting weekly Problem Management and incident cause code analysis meeting and submitting (INPR) reports to the client.
- Co-ordinate day-to-day execution of problem management resolution for assigned systems as defined by business processes.
Senior Technical Executive
NTT DATA Bangalore
Bangalore
10.2011 - 02.2014
- Worked as a Major Incident Manager for Cisco Systems at Command Center.
Technical Support Officer
MPHASIS Pune
Pune
10.2009 - 12.2010
- Worked as Technical Support Executive for HP Laptops.
Skills
Incident priority assessment
Critical incident handling
Metrics Tracking
Post-resolution reviews
Emergency analysis
Post incident reviews
Technical Analysis
Servers expertise
Customer de-escalation
Advanced problem solving
Change Control Processes
Timeline
Senior Associate - Acqueon Technologies Command Centre Team
04.2021 - 03.2023
Certified Scrum Master
06-2020
Certified Scrum Product Owner
07-2017
Service Delivery Engineer - DELL EMC Corporation
04.2016 - 04.2021
Consultant, Problem Manager - GENPACT Headstrong Capital Markets
02.2014 - 04.2016
ITIL Intermediate OSA & RCV
04-2012
Senior Technical Executive - NTT DATA Bangalore
10.2011 - 02.2014
Technical Support Officer - MPHASIS Pune
10.2009 - 12.2010
ITIL Foundation
08-2009
Jawaharlal Nehru Technological University - Bachelor of Technology, Electronics And Communication Engineering
06.2003 - 03.2007
Software
ITIL Intermediate OSA & RCV
Certified Scrum Master
Certified Scrum Product Owner