Vimal Kishore

• ITSM Process Management
• Manage the ITIL Processes and govern the IT infrastructure
• To support client’s IT infrastructure and compliance in Incident, Change, Problem, Knowledge and Configuration management areas
• Perform Quality audits, generate reports and manage the team effectively while improving the process and client service
• Roles and Responsibilities
• Govern ITIL Process
• Lead the team and provide support
• Analyze reports and audits to improve the quality of service
• Host CAB calls for changes, initiate bridge calls for incident discussion & resolution
• Manage problem tickets and update the KEDB and to maintain knowledge articles
• Create and maintain CMDB records

• Support AT&T’s Change Management process to its clients like Macquarie, Dupont, Amgen.
• To assist AT&T clients in creating and approving change requests and to manage the entire Change management process. To create and update weekly and monthly reports and dashboards. Attend and mange CAB meetings for global region.

• Support processes predominantly in CMDB, Change, Release, Problem and Incident Management areas.
• To assist processes in approving requests in configuration, change and release management process. To fix and resolve issues in problem management and to provide real time assistance in Incident management process.

Configuration Management (CMDB)

Ø To manage the build and release process

Ø Minimize use of manual process and limit the risk of gathering data loads

Ø Handle configuration items (CI’s) to get missing data and to make them active

Ø Handle certification tasks, service requests, proposed CI’s

Ø Run various tools like BigFix, Avalanche to process perform data loads

Change Management

Ø To analyze and approve change requests

Ø Verify changes for the CAB meetings

Ø Handle open past due changes

Ø Identify and create approval groups for the requests

Release Engineer

Ø Responsible for software release management phase

Ø Work with cross functional teams to coordinate timely delivery of software products and updates

Ø Collaborate with project teams to ensure projects are developed as per required standards and release schedules are met

Ø Maintain databases and environments for the development, testing and validation of software releases

Problem Management

Ø Review problem records

Ø Investigate root cause for the problems

Ø Case study and schedule meetings to discuss and implement the fix

Incident Management

Ø Rapid Response and Recovery

Ø Create and handle priority incidents

Ø Resolve issues asap based on priority

Ø Manage ad hoc requests

• Provided Support for Customers in US having AT&T’s Broadband service
• Technical troubleshooting done for issues related to Broadband Internet service
• Hands-on-Experience in troubleshooting connectivity issues in Broadband routers and modems, Online gaming devices and configuring and resolving Email clients such as Microsoft Outlook, Outlook Express, Mozilla Thunderbird, Windows live mail and Mac mail
• Provided support to team members to achieve best performance from them
• Resolved issues and delivered services to the end user according to the approved SLA
• Provided coaching and training to the agents to ensure increased productivity within the business environment
• Performed frequent audits and provided feedback and suggestions to the agents
• Assisted the team lead in preparing weekly rosters containing the shift schedule of the agents
• Took supervisor calls to assist users as and when the situation demanded