1. Lipsa Rajnandini E-Mail: lipsa_8@yahoo.com
Mobile: +91-9980651783 rajnandinidas86@gmail.com
In quest of Mid-level/Mid Senior level assignments in
INCIDENT / PROBLEM/CHANGE MANAGEMENT
With an organization of high repute
SUMMARY:
• A CCNA and MCP, ITIL V3, Six Sigma Black Belt Certified and Diploma in Electronics and
Telecommunications from Mayurbhanja College of Engineering, Orissa.
• Monitoring and troubleshooting network and server issues.
• Working knowledge of various Ticketing tools (i.e. TSRM , BMC Remedy ,HP Service Master)as of
Monitoring tools (i.e. Solar wind ,Nagi OS,etc.)
• Analyzing Costumer certification survey reports and engaging with specific teams to provide the best
possible support.
• Analysing ticket flow and assigning tickets to specific teams with first response been sent to users.
• Working on different severity incidents and problems.
• Have very good understanding Service Delivery and work flow.
• Working on Incident, Problem and Change Management.
• Coordinating with different teams to meet client, tool and internal SLA.
• Escalating with various teams to make sure of SLA and client satisfaction of the best services.
• Working with Service Providers for outage and scheduled maintenance jobs.
• Remarkable ability to work in a mixed environment of GUI and command line operating systems.
• Excellent team building & troubleshooting skills with proven abilities in planning & managing resources.
• More than 6 years of working experience in the above mentioned field.
PROFESSIONAL EXPERIENCE:
Schneider Electric, Incident/ Change Management, June 2010 - Present
• Worked on Changes and incidents with all severity and risk categories.
• Worked on ITIL process and gained good knowledge with the same.
• Maintain Incident Severity Definitions in reflecting business operational needs.
• Drive the efficiency and effectiveness of the incident management process.
• Working on Incident and Change Management, Customer Solution and resolve technical issues through
chats and mails.
• Ensure that all IT teams follow the incident management process for every incident.
• Taking part in daily and weekly review meetings.
• Have good hands on experience with tools like HP Service Manager/Service Center or Service Now.
• Following up with the Change order ever since it is in Assessment and planning phase through the
closure.
• Work collaboratively with all problem resolution groups to ensure resolution of problems within Service
Level Agreement/Operating Level Agreement (SLA/OLA) targets.
• Evaluate escalation performance metrics. Identify, manage and record escalation trends and supply
regular status updates for all escalated requests.
• Work collaboratively with all problem resolution groups to minimize work effort and time for
resolving problems.
• Work collaboratively with teams to perform Root Cause Analysis (RCA) for all incidents and problems.
• Assist with communication of high severity incidents and problems status to stakeholders.
• Escalating with various teams to make sure of SLA and client satisfaction of the best services.
• Understand and analyze and prepare the TAT project (Turn around Time) and KPI reports.
• Taking part in Costumer feedback Survey.
• Quality check of closed and resolved Incidents and Problems.
• Participate in task force for unresolved high severity incidents and problems.
• Participate and document follow up activities relating to major problem post-mortem reviews.
• Monitor and commit to closure for all problem records.

2. • Execute proactive problem management practice to prevent problems and resulting incidents from
happening and minimizing total number of problems.
• Conduct problem trend analysis to eliminate recurring incidents and to provide suggestions to minimize
impact of incidents that cannot be prevented.
• Maintain and update Known Error Database (KEDB) with accurate information.
• Produce regular reporting on Problem Management information.
• Maintain and update Problem Management Processes and Procedures.
• Check the compliance of the incidents before closing.
• Working on software applications: In Touch by Siebel, Oracle Live, Lotus Notes, Bridge Front Office and
Right Now Technology.
• Coordinating with onsite team to make faster and within SLA closure.
• Escalating with various teams to make sure of SLA and client satisfaction of the best services.
• Working with Service Providers for outage and scheduled maintains jobs.
• Monitoring and Maintaining client’s security policies/compliance policies.
• Escalating problems to next level and coordinating with client and respective team to provide solution
on priority basis.
IT FORTE:
Languages : Programming using C
Networking : CCNA Certified (CISCO ID: CSCO11598443)
Operating System : Windows XP, Vista, 7, 8.
Server Operating Systems : Windows Server 2003, 2008.
Other Certifications : MCP, MCSE,
Management : ITIL V3, Six Sigma Black belt
EDUCATIONAL CREDENTIALS:
Diploma in Electronics and Telecommunications from Mayurbhanja College of Engineering, Orissa.
12th from Prabhujee English Medium School, Bhubaneswar, Orissa (C.B.S.E. Board).
10th from Venkateswar English Medium School, Bhubaneswar, Orissa, I.C.S.E. Board.
ACCOLADES:
• Attended training on Virtual Tech Days on Windows Exchange Server 07 at IIHT, Bhubaneswar.
• Attended training on Microsoft Office 2007 at IIHT, Bhubaneswar.
• Attended 2 months duration course from OCAC on C, C++.
PERSONAL DOSSIER:
Languages known : English (US), Hindi, Oriya.
Present Address : House#476, 8th
Main, AECS layout, Bangalore – 560168
Permanent Address : Plot No # 153, Saheed Nagar, Bhubaneswar, Odisha- 751007.
Nationality : Indian
Gender : Female
Marital Status : Married
Location : Bangalore