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SAHIL CHAWLA
230/25 C, 2nd Floor, Railway Colony;
Mandawali, New Delhi – 110092
8826111884 / [email protected]
---- CAREER OBJECTIVE ----
To work for an esteemed organization and to gain relevant experience which would help in my professional and personal growth contributing towards progress of the organization.
---- WORK EXPERIENCE ----
Wipro Ltd. Delhi (Sep 2012 – May 2013)
Designation: Associate
Key Responsibilities:
o Troubleshooting Customer’s HP Printer Software and hardware issues over callso Selling of Reconditioned Printers
HCL Technologies. Noida (July 2013 – Oct 2015)
Designation: Analyst
Key Responsibilities:
o Proactive Monitoring of Customer’s Data Center through Monitoring Toolso Ticket creation for alarms on Monitoring Tools or Outage Notification received on emailso Vendor Managemento First level Troubleshootingo Co-ordination with Support Teams for quick resolutiono Initiating and Managing Bridge Callso Creating Reportso SLA adherenceo Critical Incident Managemento Monitoring Tools – IBM Tivoli Netcool, Application Delivery Networko Ticketing Tools – BMC Remedy, BMC Remedy Force, ServiceNowo Notification Tool - Alarmpoint
CSC India Pvt. Ltd. Noida (Nov 2015 – Sep 2016)
Designation: Assistant Professional System Analyst
Key Responsibilities:
o Incident Management
o Providing Proactive and Reactive Monitoring Services to Multiple Customerso Managing Daily Service Review Callso Produce Incident Report and other reports related to Incident management.o Responsible for complete process adherence and handling of incidents
according to SLA's.o ServiceNow Admin
o Creation of users, roles, assignment groupso Personalize and create forms and fieldso Creation of Applications and Moduleso Personalizing Forms and Listso Creating Tags and Bookmarks
IBM India Pvt. Ltd. Noida (Oct 2016 – Present) *
Designation: Technical Services Specialist
Key Responsibilities:
o Incident Managemento Providing Proactive and Reactive Monitoring Services to Multiple Customerso Managing Daily Service Review Callso Produce Incident Report and other reports related to Incident management.o Responsible for complete process adherence and handling of incidents
according to SLA's.o ServiceNow Admin
o Creation of users, roles, assignment groupso Personalize and create forms and fieldso Creation of Applications and Moduleso Personalizing Forms and Listso Creating Tags and Bookmarks
*= The entire Remote Services Vertical moved to IBM from CSC as a 7 years Contract under Project Zeus which is a strategic alliance between CSC and IBM hence no change in work profile.
---- Skills & Certifications ----
Technical Support Server Monitoring Critical Incident Management ITIL V3 Foundation certified
---- Educational Qualifications ----
B.Tech; Electronics & Communication Engineering (75.80%) from Quantum School of Technology , Uttarakhand Technical University
12th PCM (81.6%) from DAV Model School Chandigarh, CBSE 10th (77.4%) from St. Mary’s Convent School, CBSE
---- Additional Information ----
Optimistic and Self-motivated Quick Learning capability Adaptability to work environment Active Participation in Seminars at College level
SAHIL CHAWLA
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