1. ITIL Certified
CURRICULUM - VITAE
DEEPAK BISHT
C-21 u.p. state bridge corp. f –block,new kavi nagar Ghaziabad 201002 9810297241
bishtdeepak91@yahoo.com 10/03/1991
CAREER OBJECTIVE
A solution oriented professional with sound technical skills and a strong sense of responsibility
and commitment, I endeavour to continue learning new skills to further enhance my value to
the workplace.
EDUCATIONAL QUALIFICATIONS
Degree/Examinatio
n
Board/Institute Year Percentage
B.Tech (Electronics
& communication)
Ghaziabad institute of management &
technology ,Ghaziabad
2012 64.2%
10 + 2 ( Maths+ P.E.) D.H.T.S.V.M, Nehru Nagar
,Ghaziabad(CBSE)
2008 64.2%
10 (Science + Hindi) D.H.T.S.V.M, Nehru Nagar,
Ghaziabad(CBSE)
2006 68%
WORK EXEPERIENCE:.
1 years and 6 month of experience as a Technical support engineer in HCL infosystem ltd.
(from august 2012 to May 2014)
Project Summary : Digital Smart Class Project.

2. Digischool is an innovative offering from HCL to various schools wherein the teaching
mythology is being digitized with integration of hardware and software.
ROLES AND RESPONSIBILITES:
* Take ownership of customer issues reported and see problems through to resolution.
* installing and configuring computer hardware operating systems and applications;
* monitoring and maintaining computer systems and networks;
* talking staff or clients through a series of actions, either face-to-face or over the
telephone, to help set up systems or resolve issues;
* troubleshooting system and network problems and diagnosing and solving hardware or
software faults;
* replacing parts as required;
* providing support, including procedural documentation and relevant reports;
* following diagrams and written instructions to repair a fault or set up a system;
* supporting the roll-out of new applications;
* setting up new users' accounts and profiles and dealing with password issues;
* responding within agreed time limits to call-outs;
* working continuously on a task until completion (or referral to third parties, if
appropriate);
* prioritising and managing many open cases at one time;
* rapidly establishing a good working relationship with customers and other professionals,
such as software developers;
* testing and evaluating new technology;
* conducting electrical safety checks on computer equipment
* Follow standard procedures for proper escalation of unresolved issues to the
appropriate internal teams.
* Ensure proper recording and closure of all issues.
* Documents knowledge in the form of knowledge base tech noted and articles.
* Prepare accurate and timely report.
* Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
Presently working As Senior IT Service Desk Engineer Major Incident Engineer in WIPRO.
(From August 2014 to till date)
Wipro InTfotech Ltd

3. August 14 – Present
Organization : DIAL - Delhi International Airport (P) Limited
Clint Side : IGI Airport
ROLES AND RESPONSIBILITES:
 Ensuring that staffing and skill levels are maintained throughout operational hours by
managing shift staffing schedules, etc. Monitor all assign cases for customer support and
update all activities on company tracking system.
 Take overall responsibility for incident management and request fulfillment on the
Service Desk. This could also be expanded to any other activity taken on by the Service
Desk – e.g. monitoring certain classes of event.
 To ensure that Operational Level Agreement and Service Level Agreement levels are
adhered to at all times.
 Responsible for the Incident Management, Change & Release Management and Asset
Management
 Handling Customer Escalations and Vendor Escalations and schedule the Meetings.
 Track all the incidents ensure the response and maintain the same as per the SLA.
 Provide the monthly MIS Reports, Daily Dashboards, and Asset Register to customer.
 Efficiently manage the procedures, Policies, and Corporate IT policy and Information
security compliance and ITIL framework.
 Establishing the capabilities to resolve the incident and restore service as rapidly as
possible and driving all activities related to resolving the issue
 Ensuring that the appropriate communications are sent to senior management and
other stake holders, keeping them advised of the incident resolution progress and of the
client impact
 Making decisions required to reduce client impact
 Take on a wider customer service role.
 Report to senior managers on any issue that could significantly impact the business
Technical Skill
 Skill Set  Skill Description
 ITIL  Incident Management , ITIL ,ITSM, Change , problem management

4.  Server OS  Windows 2003/ 2008 R2
 Mail Client  Outlook Express , Ms Outlook , Windows Live Mail
 Remote
Application
Tool:  Team Viewer, VNC, Remote Desktop
 Virtualizations  VMware, Microsoft Virtual PC
 Antivirus Tools  McAfee , Quick Heal , Symantec
 Network
Protocols  TCP/IP, DHCP, DNS, SMTP, POP3, FTP
TRAINING & CERTIFICATIONS
Highlights
 ITIL V3 Certified
 Attend various training sessions in Wipro on Incident management, problem, change
management.
 Attend Wipro internal training on Email Etiquette, Team management, leadership.
 Deliver various training sessions KT Process Flow Knowledge to other team member.
PERSONAL PROFIL
Father Name : Dev singh Bisht
Date of Birth : 10th march 1991
Sex : Male
Marital status : Unmarried
Nationlity : Indian
Lauguages known: Hindi , English,

5. DECLARATION
I hereby declare that the above information is correct as per best of my knowledge & as per
college records.
Date:
Place: (Deepak bisht)

6. DECLARATION
I hereby declare that the above information is correct as per best of my knowledge & as per
college records.
Date:
Place: (Deepak bisht)