RAKESH MISHRA
Bangalore
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
Work History
Systal Technology Solutions
01.2023 - Current
- Primary point of contact for all service-related requests, whether from customers or our colleagues and be the customer facing representative of the Systal network team
- Building strong working relationships with the customer ensuring impeccable service is always delivered
- Proactively identify, own and assume escalation point for any issue or problem that could affect customer experience
- Service Acceptance process ensuring smooth delivery of new services and assets into live service
- Ensure all service risks are identified and recorded on the account risk register
- Oversee delivery of regular monthly reporting including asset, performance and capacity management
- Attend regular Monthly Service reviews and support delivery into the operational team
- Manage client support teams/3rd party vendor relationships by hosting/attending regular meetings to help deliver more timely resolution of any service issues
- Assist in the development and implementation of new Service Management processes and procedures
- Deliver value add by feeding into the account Continuous Service Improvement
- Plan/Support the change management function, assess changes, attend regular CAB meetings and ensure implementation is delivered at appropriate times
- Support account compliance requirements including access & device management
- Act as point of contact for Lead Service Manager Responsible for ensuring all activity sits within compliance guidelines and company standards
- Management of the delivery teams to ensure compliance to meet performance targets (KPIs) and ensuring service levels (SLAs) are achieved for all the services
- Handle budgeting and forecasting.
Reading, Wells Fargo
05.2021 - 12.2022
- English
- Hindi
- Tamil
- Hobbies:
- Working with computers
- Travelling, Build relationships with business units to improve alignment between ETIPM and the unit’s IT strategic direction
- Performs IT assessments to determine the client’s current state and recommends improvements to business policies, processes, and procedures
- Super-user for Technology’s use of the Service now for all IT-related Governance activities and develops dashboards based on requirements
- Develop, review and recommend enterprise business solutions policies, procedures, standards and guidelines for governance
- Oversee all enterprise business solutions audit activities for Technology incident and Problem Management
- Preparation of management responses and remediation planning
- Function as an internal consulting resource for Enterprise Technology and Incident Management.
Project Manager
Artech Infosystems/Wells Fargo
10.2020 - 04.2021
- Promoted the benefits of IT Governance
- Engaged IT process owners in regularly scheduled IT governance activities
- Performed qualitative and quantitative analysis on IT processes and developed process improvement plans and/or process roadmaps
- Worked with process owners to regularly collect process metrics (KPIs, SLAs) and artifacts that demonstrate process compliance and process improvement, in support of performance management and audit activities
- Meeting and improving established service delivery SLA’s.
Senior Consultant
Eminence Techno system
11.2019 - 10.2020
- Member of Service Management continuous improvement project team and Customer Service management team
- To own and manage the Change Management function; Major Incident Management function and the Problem Management function
- Assists the design of network infrastructure, plans, and designs
- Performs capacity and resource analysis and planning
- Perform analysis and develops recommendations for continuous improvement opportunities
- Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead.
Consultant
03.2017 - 03.2019
- Designed and implement process documents (incident, problem, change management) with different vendors in line to the ASMM.
- Involved in the process of managing and on-boarding external vendors
- Ensure the business is running as usual by running the governance meetings scheduled with different vendors
- Meeting and improving established service delivery SLA’s
- Managing the SLA’s for all the vendors without any disruption to the service
- Perform quality controls and monitor production KPI’s
- Accountable for the restoration of service for Atos customer outages by guiding technical teams to execute timely resolution procedures
- Provide timely, succinct and clear written and verbal communication to all stakeholders during internal crisis events including delivery of a written Service Interruption Report (SIR) within 24 hours of service restored declaration
- Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management
- Managed projects related to ITSM delivery improvement
- Organizing and running the weekly RCA and CAB meetings with the stakeholders.
Associate Manager
Quick Heal Technologies, Quick Heal Technologies. Quick Heal Technologies Ltd, Quick Heal Technologies Pvt. Ltd
08.2016 - 01.2017
- Is one of the leading IT security solutions company
- Oversee 100% of the requests, incidents, Problems and Change
- Managed and coordinated urgent and complicated support issues
- Identity Management for companywide services and maintenance of access control lists
- Oversee Service Desk & Technical staff activities (PAN INDIA)
- Build training material for support staff
- As needed, schedule employees working times and provide backup support
- Determine root cause of issues and communicate appropriately to internal Customer
- Manage process for communicating outage/emergency activities to the organization
- Manage vendor relationships as it depends on daily operational needs & Vendor Performance Review
- Provide management with detailed reports and metrics on work performed by the Service Desk team (PAN India)
- Managed the Mail server across PAN India for 3 Different Domains
- Managed the Seqrite End Point Security Server for PAN India
- Email ID:
- Rakesh.2.mishra@hotmail.com
- 91 9309516427
Department
01.2015 - 01.2016
- IEM appliance administration: RSA envision correlated alerting, reporting, forensics, compliance, and network monitoring
- Actively participate in NC closure / Risk mitigation in case of escalation from program management
- Drive process improvement in quality and operational excellence
- Vendor Management related to AMC of Hardware Equipment’s of Dell, Cisco
- Software license renewal for Microsoft and adobe
- Managed Data Centre Reconciliation and Cabling
- Participate in BCP and DR activities as and when required
- Worked with cross-functional teams to analyze requirements, identify solutions, plan / lead project transitions or migrations
- Prepare shift roster such that the utilization of man-power across all tracks is optimized and there is no service disruption on account of absences & scheduled leaves
- Train, coach and mentor Service Desk, EUC, DCOps Engineers including career development
- Coordinated with Internal teams such as HR, Procurement, Finance, administration etc
- To timely deliver the project
- Managed IT Service Desk setup for Aristrocrat Technologies
- Setting up IT infrastructure for Common Service Centre for Govt of Jharkhand
- Setting up IT Infrastructure for Commercial Tax, (Jharkhand/ Uttar Pradesh)
IT Operations Manager /ITIL V3 Certified
Wipro Technologies, Pitney Bowes, Pitney Bowes Inc
09.2007 - 01.2015
- PBI) is a Stamford, Connecticut-based manufacturer of software and hardware and a provider of services related to documents, packaging, mailing, and shipping, collectively referred to as mail stream
- Risk and issue management, communications and stakeholder management
- Incident, Problem Management, SRM, UAM, Event & Change Management
- Initiate BCP & DR in case of business requirement
- Motivating the team to achieve high standards and KPI targets
- Recommend course of action regarding project issues/concerns, implement mitigation plans, and then escalate risks and issues to senior IT management as necessary
- Arranging & chairing weekly team meetings, focussing on targets & achievements
- Implementing new initiatives
- Successfully Completed FCR lean Project
- Actively participate in NC closure / Risk mitigation in case of escalation from program management
- Managing EUC, Service Desk, DC Ops, NOC Engineers & L1/L2 Infra
- Managing IT-Infrastructure Service functions and support environments
- Managed process for communicating outage/emergency activities to the organization and Clients
- Managed Datacentre Implementation & Technologies (Application discovery and Packaging/Software distribution and workstation patching/- Outlook / Email / Mobile Devices management/ VDI end user support/Remote desktop support/ Anti-Virus/ Video conferencing / WebEx / Jabber end user support)
- Manage complete lifecycle of Incident Management which includes: Lead and provide faster resolution to all High Priority outages
- Knowledge and experience in applying the principles of quality management to achieve process improvement and organizational effectiveness
- Ensure in 100% adherence in SOW, SOP, Run book & InfoSec compliance
- Provide support and guidance to other team members in the IT Infrastructure Project such as reviewing, designing and testing
- Risk and issue management, communications and stakeholder management
Education
Bachelor of Electronics - Communication
Sri Jayaram Engineering College
Anna University
01.2007
12th -
Vivekananda Kendra Vidyalaya/CBSE
01.2003
Skills
- Languages Known:
- English
- Hindi
- Tamil
- Bengali
- Hobbies:
- Working with computers
- Travelling
- Reading
- Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly
- Working knowledge of Microsoft server, Microsoft workstation, and Microsoft networking activities Track and de-escalated technology and both computer and telephone equipment systems
- Organizational Skills
- Planning and Coordination
- Leadership
- Collaboration
- Analytical and Critical Thinking
- Analytical Thinking
- Flexible and Adaptable
- Problem Solving
- Multitasking
Interests
Hobbies: , Working with computers Travelling Reading
Timeline
Systal Technology Solutions
01.2023 - Current
Reading, Wells Fargo
05.2021 - 12.2022
Project Manager
Artech Infosystems/Wells Fargo
10.2020 - 04.2021
Senior Consultant
Eminence Techno system
11.2019 - 10.2020
Consultant
03.2017 - 03.2019
Associate Manager
Quick Heal Technologies, Quick Heal Technologies. Quick Heal Technologies Ltd, Quick Heal Technologies Pvt. Ltd
08.2016 - 01.2017
Department
01.2015 - 01.2016
IT Operations Manager /ITIL V3 Certified
Wipro Technologies, Pitney Bowes, Pitney Bowes Inc
09.2007 - 01.2015
Bachelor of Electronics - Communication
Sri Jayaram Engineering College
Anna University
12th -
Vivekananda Kendra Vidyalaya/CBSE
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