Shailesh Kumar
Bangalore
Summary
Proven Associate Consultant at HCL Tech, adept in change management methodologies and ITIL framework expertise, significantly enhanced IT service delivery through strategic change processes and effective incident management. Excelled in fostering interdepartmental collaboration and driving continuous improvement, achieving a notable increase in change success rate. Demonstrates strong leadership and analytical skills in optimizing operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Associate Consultant
HCL Tech
Bangalore
08.2021 - Current
- Directed change management processes to enhance IT service delivery.
- Oversaw Change Management Process, ensuring strict adherence to outlined guidelines.
- Led and managed weekly Internal Change Advisory Board (ICAB) and External CAB meetings.
- Validated change reports by conducting Post-Implementation Reviews to assess effectiveness and compliance.
- Facilitated interdepartmental collaboration through organizing joint meetings and setting unified goals.
- Maintained transparent communication channels and ensured consistency in cross-departmental updates.
- Tracked Change Success Rate, Failure Rate, emergency changes count, and implementation time.
- Ensured all changes are communicated effectively to minimize risks.
- Integrated regulatory and security checks into Change Management process to ensure compliance.
- Documented the process thoroughly to maintain a detailed audit trail for validation.
Command Center Specialist
COTIVITI
Pune
02.2019 - 08.2021
- Oversaw implementation of change strategies to advance operational delivery.
- Ensure seamless project execution via meticulous planning and team collaboration.
- Oversaw the organization of Change Management through structured meeting sessions.
- Applied findings from past experiences to drive process optimization.
- Organized instructional meetings to enhance staff understanding of change management.
- Proactively managed alert system to ensure smooth execution of changes.
- Leveraged SolarWinds tools for effective system oversight.
Senior Technical Support Engineer
Mphasis Ltd
Pune
02.2012 - 02.2019
- Facilitated swift service restoration by effectively handling major incidents.
- Conducted detailed Root Cause Analysis (RCA) to identify incident triggers, adhering strictly to SLA standards.
- Responsible for the management of user accounts with privileged and administrative access, ensuring security and compliance.
- Delivered assistance to users with self-service inquiries through remote sessions and phone.
- Supported remote and third-party vendor employees using VPN, Remote Desktop, Citrix, and RAP devices.
- Provided continuous technical training and support to team members, facilitating their professional development.
- Resolved complex technical issues and escalated matters as a Subject Matter Expert (SME).
- Coordinated cross-functional teams to optimize service delivery and enhance customer satisfaction
- Managed Active Directory Administrative tasks, including account management and access rights provisioning.
- Resolved network connectivity, hardware failures, and software malfunctions through troubleshooting.
Education
Diploma - Business Management
Swami Vivekananda Institute of Management, Science & Technology
Mangalore, KA01.2011
Pre-University Course (PUC) - Commerce
Shri Gokarnatheshwara College
Mangalore, KA01.2008
Secondary School Leaving Certificate (SSLC) -
Canara High School
Mangalore, KA01.2005
Skills
- Change management methodologies
- Service strategy development
- Delivery coordination
- Escalation management
- Incident management
- ITIL framework expertise
- IT infrastructure library
- Continuous improvement
Certification
- Project Management Professional (PMP) - 2022
- ITIL Foundational Certification V4 - 2019
- Advanced Microsoft Excel Certification - 2015
Timeline
Associate Consultant
HCL Tech
08.2021 - Current
Command Center Specialist
COTIVITI
02.2019 - 08.2021
Senior Technical Support Engineer
Mphasis Ltd
02.2012 - 02.2019
Diploma - Business Management
Swami Vivekananda Institute of Management, Science & Technology
Pre-University Course (PUC) - Commerce
Shri Gokarnatheshwara College
Secondary School Leaving Certificate (SSLC) -
Canara High School
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