RAJESH KUMAR DIP
PMO Coordinator ITSM IOTM ITAM
Bhubaneswar
Work Preference
Summary
Dynamic PMO Coordinator committed to enhancing project execution, governance, and documentation for technology teams, driving delivery excellence. Over 11 years of experience as a Production and Application Support Engineer, specializing in L2 technical support, cloud infrastructure management, and incident resolution. Proficient in Amazon Web Services (AWS) and Microsoft Azure, with a focus on system performance optimization to ensure seamless alignment of technology initiatives with overarching business goals. Proven track record as the primary liaison between clients and technical teams, delivering high system availability and exceptional customer satisfaction.
Overview
11
11
years of professional experience
2
2
Languages
Work History
EUC Analyst || ITAM, ITOM, ITSM IT Operation
ICE Data Services Pvt. Ltd.
09.2024 - 06.2025
- Act as the primary point of contact between clients and application support teams.
- Troubleshoot and resolve application, infrastructure, and AWS-related incidents within SLA timelines.
- Major Incident Coordination, monitor system health, application availability, and performance. SLA Monitoring & Escalation Management
- Analyze logs and perform root cause analysis to identify recurring issues.
- Microsoft 365, MS Intune MDM
- Entra ID & Identity Access Management
- ITSM Tools & Ticketing Systems
- Remote Support & Monitoring Tools.
- Create and maintain support documentation, knowledge articles, and troubleshooting guides.
- Participate in incident management, change management, and problem management processes.
- Conducted data analysis to support strategic decision-making processes.
Enterprise Support Technician II
Black Knight India Pvt Ltd
04.2022 - 09.2024
- Provided Level 2 application and infrastructure support for enterprise applications.
- Assisted clients in diagnosing system issues and implementing resolutions.
- Monitored server performance and application availability.
- Supported AWS, MS Azure, and VM-hosted environments, and performed basic cloud administration tasks.
- Coordinated with cross-functional teams for issue resolution and deployment activities.
- ITSM Tools & Ticketing Systems, maintained detailed records of incidents, service requests, and resolutions.
- Provided technical support for software and hardware issues, enhancing user experience across systems.
Business Operation Specialist
Dell International Services India Pvt. Ltd.
08.2014 - 04.2022
- Primary Responsibilities: Act as the central security team for managing user access, maintaining systems, and performing access reviews for financial applications (KFS and OSS). This includes:
- Reviewing user account status, identifying conflicts between requested and existing roles, maintaining SLAs, validating roles, ensuring SoD compliance, and managing the global user list.
- Major Incident Coordination
- MS 365, Entra ID & Identity Access Management
- Intune, MDM
- ITSM Tools & Ticketing Systems
- Remote Support, Monitoring Tools
- Mentoring team members on business knowledge, guidelines, and policies.
- Applications Worked On: GII, Omega (Oracle-based), POMs, AEON, DOMINO, Delta, SFDC Lightning, FinancialForce, GCM (APJ/EMEA/AMER), Click, FM-PRO, Glovia, DPL, Synchro, Synchro DFE, Nexus, GISM, Sabrix, Brazil Returns, DSA, ABS-APJ, AP Dashboard, Marketing Cloud, Microsiga, SSRS, OBIEE
Education
Bachelor of Engineering - Electronics and Telecommunication
Vinayaka Mission University
Chennai, India 04.2001 -
High School Diploma -
PKAIET
Bargarh, India 04.2001 -
Matriculation - All Subject
Kendriya Vidyalaya
Balangir, India01-2005
Skills
ServiceNow AI Platform
Service Operations Workspace
ITOM Health, Optimization, Visibility
IT Operations Management (ITOM)
Problem Management
Incident Management
Change Management
IT Service Management (ITSM)
IT Asset Management (ITAM)
Technical Remote Support
BYOD Intune Service
Software Installation & Troubleshooting
Application Support
Active Directory, Account Creation & Deletion, Access Management, Group Policies
Interests
Singing, Playing Musical Instrument
Timeline
EUC Analyst || ITAM, ITOM, ITSM IT Operation
ICE Data Services Pvt. Ltd.
09.2024 - 06.2025
Enterprise Support Technician II
Black Knight India Pvt Ltd
04.2022 - 09.2024
Business Operation Specialist
Dell International Services India Pvt. Ltd.
08.2014 - 04.2022
Bachelor of Engineering - Electronics and Telecommunication
Vinayaka Mission University
04.2001 -
High School Diploma -
PKAIET
04.2001 -
Matriculation - All Subject
Kendriya Vidyalaya
Current Learning
- Currently perusing PM Course | Batch 9 | IIM ROTHK
Basic Skill:
- Project Selection and Portfolio Management
- Project Risk Management through Project simulations.
- Development of Project Budget by using MS Software
- Project Quality Management.
- Project Stakeholder Management, Project Communication.
- Project Execution & Monitoring and control.
- Development of Procurement plan.
- Integrative Exercise: Project planning, Project Execution
- Project: Development of WBS through MS Project Software
Courses
- Hardware & Networking
- Apollo Computer
Current Learning
- Currently perusing PM Course | Batch 9 | IIM ROTHK
Basic Skill:
- Project Selection and Portfolio Management
- Project Risk Management through Project simulations.
- Development of Project Budget by using MS Software
- Project Quality Management.
- Project Stakeholder Management, Project Communication.
- Project Execution & Monitoring and control.
- Development of Procurement plan.
- Integrative Exercise: Project planning, Project Execution
- Project: Development of WBS through MS Project Software
Quote
The price of anything is the amount of life you exchange for it.
Henry David Thoreau
Courses
- Hardware & Networking
- Apollo Computer
Languages
English
Intermediate (B1)
Hindi
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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