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RAHUL Email id:[email protected] Contact No. : +91-9711133099 Synopsis:4 years of experience in NHS sector o Presently associated with SopraSteriaas Assistant Consulting Engineer. Work Experience SopraSteria India,Noida (Nov-2011 – Present) Project: NHS-IT Client: National Health Service, UK Skill Details: IT Service Desk Inbound calls, provide FCR, FHR and FLR to users queries, ITIL, Access Management, Problem Management, Change Management, Incident Management, Service excellence, Service strategy, Internal Audit Technology used: Oracle Apps, Exchange Server 2003/8, SQL Duration:Nov-2011 – Present Role and Responsibilities: o Receive inbound call for IT Service desk related issues which includes Password reset for Oracle Application, Outlook, Citrix, Aurora, Lotus Notes, Lync and NHS.Net email. o Perform basic Troubleshooting by taking access of user PC for issue related to Active Directory, Outlook, Configure email personal as well as generic, Installing SQL Developer, Todd. o Installing VQSM (Application) used for logging incident based on instance and profile. o Make outbound calls to provide resolution for user’s queries.

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Page 1: DocumentCV

RAHULEmail id:[email protected]

Contact No. : +91-9711133099

Synopsis:4 years of experience in NHS sector

o Presently associated with SopraSteriaas Assistant Consulting Engineer.

Work Experience

SopraSteria India,Noida (Nov-2011 – Present)

Project: NHS-IT

Client: National Health Service, UK

Skill Details:

IT Service Desk Inbound calls, provide FCR, FHR and FLR to users queries, ITIL, Access Management, Problem Management, Change Management, Incident Management, Service excellence, Service strategy, Internal Audit

Technology used: Oracle Apps, Exchange Server 2003/8, SQL

Duration:Nov-2011 – Present

Role and Responsibilities:

o Receive inbound call for IT Service desk related issues which includes Password reset for Oracle Application, Outlook, Citrix, Aurora, Lotus Notes, Lync and NHS.Net email.

o Perform basic Troubleshooting by taking access of user PC for issue related to Active Directory, Outlook, Configure email personal as well as generic, Installing SQL Developer, Todd.

o Installing VQSM (Application) used for logging incident based on instance and profile.o Make outbound calls to provide resolution for user’s queries.o Continuous Monitoring performance of Citrix, Servers and restart server if performance is slow.

o Access management: Create users profile on Active Directory Citrix, Aurora, VPN, Share Drive, P Drive, Home drive, NHS.Net, SharePoint, Knowledge Management, Generic Mailbox, Lync, Personal mailbox, VQSM, IT Intranet, Brain ware and all the applications which is require by users . To amend users profile as per requirement. To delete users access from all the applications to which user have access after taking proper approval from respective users Line Manager.

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o To Issue laptop and RSA token to users after approval from Line Managers.o Create, Amend and End date users on Oracle R12 and ISFE Instance and BI. o To Co-ordinate with Level 2 and Level 3 support team.

o To Provide FCR to users queries related, PO Invoices, Non PO Invoices, CMR, Workflow, Notifications, MWO(Minor Work Order), Images stuck in system, Supervisor Hierarchy, login Assistance, BI reports, and all the issues related to oracle application.

o Under the service strategy business role, I have closely worked with our Client Relationship Managers on drafting & executing various work orders consisting of bulk IT service requests, Effort estimations. Certain services are identified to be bulk in nature & a separate work order needs to be brought in effect, bulk orders like non Po rules setups in bulk etc.

o As an Incident Manager I am responsible towards all the incidents (emails/Calls/Online self-help requests) logged correctly under identified service categories. Also I am responsible for completing the incidents within the given SLA & inform the management if any SLA for some services needs to be updated/changed.

o Accountable for the complete Incident Management process: identification & recording, investigation & diagnosis, resolution & recovery, and closure of Incidents.

o Provide timely communication during and after the life of an Incident.o Restore normal service as quickly as possible to minimize impact of incidents on operations.

o Provide information that allows support processes to be optimized and support resources to be directed where most required.

o Escalate through Line Management as necessary to ensure that Incidents are resolved in line with the service targets / SLAs.

o Prepare regular and ad-hoc Incident Management reports.

o My role also requires me to act as a Problem Manager where I am required to keep a tab on the kinds of queries getting logged, I had initiated a system on the incident management tool where a particular query if logged more than 5 times for a day will trigger an alert, the alert helps us to see if there is anything wrong with the system as same queries were logged a number of times.

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This helps us to identify a possible major incident & take corrective action. Also as a Problem Manager I am required to analyze the trend of the incidents logged, if a high number of incidents getting logged under a particular type, further investigation is done & corrective action is initiated to reduce the impact. This can lead to change in some of the process/Procedures.

o Reviewing completeness & feasibility of the resolution implementation plan and coordinating execution approval with relevant management, stakeholders & task owners.

o Monitoring the quality and timeliness of problem activities in progress.o Escalating problems or tasks that are not resolved within defined timeframes to TES and/or

interfacing team management.

o Performing and coordinating proactive PM, including monthly Incident analysis and applying problem resolutions to other applicable areas.

o Preparing monthly PM report containing Problem status/trending and Incident analysis.

o As a Change manager I am required to initiate the change requests logged, liaise with the respective teams & involve them in discussions to arrive at the impact the change may have on their respective processes & to arrive at a decision whether to go ahead with the change or not.

o Acting as Business Continuity Champ for Pune Location. Helping manager to prepare Business Continuity plan and take all the approvals from Center head and Security Head.

o Perform Daily, Weekly and Monthly audit for the entire Incident logged in VQSM.

o Chairing daily Hub Meeting for team Via Conference call. Preparing Agenda of meeting and MOM of meeting and share same with Team.

o Assist manager with all the data require for Internal and External Audit.

o Have initiated & implemented some process improvements as part of continuous improvement for team.

o Preparing Aged call report, Calls approaching SLT and chase user for update on same.

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Technical Proficiency

Programming Language: good knowledge of C#, Data Structure, SQL

Operating Systems: Installing & Troubleshooting in Win-2000 &Win-2003, Win-2008 exchange servers, LINUX, UNIX.

Database: Postgres SQL, MS Access, Microsoft SQL Server, Oracle.

Web Development: HTML, PHP, XML.

Tools: Dreamweaver, Visual Studio 2010.

Web Servers: Apache Tomcat, IIS Servers, Web Sphere

MS Office: office 2013, good in excel, power point, word

Good knowledge of ITIL

Educational Qualification

BSc IT from Kuvempu University with 86%

GNIIT from NIIT

12th BIEC with 66%

10th CBSE from with 55%

Personal Profile

Date of Birth:28 Dec 1987

Permanent Address:F-2, Plot no- 1/8,Sec-2, Rajendranagar, Sahibabad, Ghaziabad

Marital status: Single

Hobbies: Photography, travelling,

Extra Curriculum activities:

Won awards and certificates in Drawing & Painting competitions.

Coordinated Project report on Indoor Air Pollution & its effects on Health of Women staying in rural areas.

RAHUL


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