SlideShare a Scribd company logo
1 of 6
Download to read offline
Naveen Kumar Srivastav
Rohillas 34-B, Ground Floor, Mahalaxmi Gargen,
Rajendra-Park Gurgaon, Haryana,
Mob: - 09953115006
OBJECTIVE
To excel and grow in the sphere of Information Technology by working with such a growing organization, which gives
me better opportunity to prove my skills & rewards to fulfill my dreams as well as of organization.
SUMMARY OF SKILLS AND EXPERIENCE
• Total Twelve years’ experience (Nine + years in IT Service and Support & Three + years in Non IT).
• 4 Years’ experience as Service Management in Bharti Projects (Incident, Problem & Change Management).
• 1 Year experience in DIAL Project as a Project Manager.
• 3 Years’ experience in Bharti Wal-Mart & Bharti Retail Corporate Office as a Team Lead-End user support
(on behalf of Info services).
• 2 Years’ experience in PCS Technology & CMS Computers as ‘Sr Technical Support Engineer’ & FMS Engineer.
• Four years’ experience in UP State Yearn Company, Siddikpur (Jaunpur), UP, INDIA as SQC Checker.
PROFSSIONAL EXPERIENCE
April 2015- to till date IBM India Pvt. Ltd.
Job Profile: Incident & Problem Management
Posted at Bharti infratel Pvt. Ltd.
• Request Fulfillment, Incident, Problem Management Process owner.
• Carrying out root cause analysis for the S1&S2 incidents.
• Identification and resolution of problems proactively or reactively.
• Conclude the RCA (Root Cause Analysis) based on the input from incident management and SMEs input by using
RCA methodology like 5 why, brain storming, etc.
• Repeat issue analysis for smooth operations.
• Appropriate actions taken to resolve a problem to prevent future incidents and problems and the activity of closing the
problem record and a Major Problem Review initiated where criteria met.
• RCAs and action plan for control issues to be provided as per agreed timeline.
• Where possible, root cause of a problem and its subsequent resolution is established
• Reduction of incidents and problems to an acceptable risk at an acceptable cost
• Data analysis and prepare presentation for IM and PM for improvement of processes.
• Potential incidents or the recurrence of incidents are prevented
• Meet SLA for Sev1/Sev2 TAT and RCA closure by year end.
• Ensure all Sev1 /Sev2 incidents are assigned to the correct resolver group within the response time SLA
• Own client value in terms of value adds to the clients- through ensuring at least 1 innovation/value add implemented to
the client per quarter.
• Ensure the call to resolve Sev1 incidents is setup quickly < 15 min of the incident occurrence.
• Ensure updates are correctly sent at the agreed frequency via SMS / Email and correct updates are posted in the
Incident Management tool used in the account.
• Ensure the escalation matrix is followed correctly at the prescribed times and log is maintained for the same as artifacts
to be provides as required by management
• Ensure Sev1/2 tickets are correctly downgraded to the next severity once the ticket is put into resolved state.
• Drive process standardization and compliance
• Ensure complete understanding and compliance and act with complete integrity in all business transactions
• Ensure thorough and complete Integrity training and education for each staff member with zero tolerance
• Duration of problem life cycles are reduced
• Improved communication of problems with all involved parties
• Improved customer service and service quality
• Maximized system availability and improved service levels
• Establish a clear and coordinated approach so as to restore normal service operation as quickly as possible,
• Minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and
availability are maintained,
• Participation in Security Audits, Compliance & reporting activities.
• Present periodic Dashboard reports on the current program, future opportunities and client issues.
November 2013- Mar 15 IBM India Pvt. Ltd.
Job Profile: Project Manager
Currently Providing IT Services at IBM Customer Location
Posted at Delhi International Airport Pvt. Ltd.
• Developing project schedule, activities & sequence them to meet the critical path targets of the project.
• Planning communication, contract calendar, Feedback & reporting to stake holders in effective manner as per project
schedule.
• Identifying and executing new business growth opportunities for existing clients & value inflow to company
• Recommendation on Scope of Work (SOW) based on customer recommendation with effective cost solution and
service management strategy.
• Using Quality principles to improve service improvement.
• Hiring & deployment of Resources based on Resource Leveling & Crashing techniques.
• Managing Technical & Operations team together focused on customer objectives to achieve business goals.
• Support on Analysis, evaluating and recommending Client IT infrastructure needs to increase business productivity &
performance.
• Participation & execution of Service Management Processes to fulfill needs and improvements of ongoing IT
Operations to get delivery excellence.
• Managing Cost to achieve Targeted Gross Profit & Total contract Value in effective manner without disturbing project
triple constraints Time, Cost & Quality.
• Participation and hosting trainings, workshops based on need of technical & Operations team relevant to get desired
output in client infrastructure.
• Doing Risk assessment and giving recommendation to higher management
• Supporting client to achieve high availability, SLA Compliance and finding loop holes in the system.
March 2011- October 2013 IBM India Pvt. Ltd.
Job Profile: System Support Specialist (Service Management)
Currently Providing IT Services at IBM Customer Location
Posted at Bharti Wal-Mart & Bharti Retail Corporate Office,
• Responsible to new store deployment.
• Collect of site information, layouts, Hardware requirement and Delivery, Site readiness, IT passive network setup, ID
creation, Network Installation and Configuration, Hardware Installation & End to End Testing.
• Coordinate with IBM vendor for resolution of issues along with Attendance Management system (Kronos) for Easyday
Stores Operations.
• Successfully migrate users from WAL-Mart Domain to BRL Domain
• Email migration from Lotus notes to M S Outlook.
• Ensure that the desired outcome is achieved within an acceptable timeframe,
• Utilize key resources effectively,
• Responsible for Incident, Problem and Change Management.
• Carrying out root cause analysis for the S1,S2,S3 incidents
• Establish communication standards for notifying incident progress and status,
• Monitor and track all incidents, so as to contribute to the service level attainment with regards to Incident Management,
• Minimize duration of incident life cycles and impact of any service outages associated with incidents,
• Predefined thresholds are exceeded or service components are unavailable and the event is identified as an incident.
• During operational monitoring, technical staff manually observe or experience a failure/disruption in the service and
reports the incident to the Service Desk
• An unexpected result or unplanned impact, experienced during or post change execution is identified and logged as an
incident.
• Proper documentation of required configuration, both logical & physical diagram for better implementation.
• Responsible for Data Center Operations & Backups.
• Responsible for scheduling and managing the regular testing of facility equipment
• Responsible for executing and tracking planned expense facilities work at the Data Center
• Monitor and report on facilities, system utilization, capacities, and performance.
• Coach, mentor and lead personnel within a technical team environment.
• Handling escalated incidents. Carrying out incident trend analysis Costumer complaint solution and coordination.
• Monitor adherence and compliance of process and procedures along-with regular reviews of existing process
• Arranging for the training to internal team members in order to educate them on new IT related Process updates.
• Executed and maintained Service management processes and disciplines in the areas of schedule and quality
Management; Configuration management; Performance & Availability management; Risk / Issue management;
• Understanding client business and relate it with the client infrastructure using optimization.
January 2008- March 2011 Info Service Gurgaon, INDIA
Job Profile: Team Leader
Provided IT Support at IBM Customer Location
Posted at Bharti Wal-Mart & Bharti Retail Corporate Office,
• Responsible for technical management activities within the Service division & operations support at client sites.
• Manage Operational escalations through Vendor and first level team.
• Co-ordinate with various teams for resolution of calls.
• Maintain the Team member’s records (like Attendance, Roaster scheduling, Engineer daily status reports and so on).
• Maintain Daly, Weekly, Monthly and Call Reports & dashboards.
• Handle all IT issues in Bharti Retail Head Office and escalated incidents.
• Maintaining online record for Asset Management tool and reporting of all the IT assets.
• Carrying out incident trend analysis & root cause analysis for the incidents
• Arranging for the training to users in order to educate them on new IT related updates
• Configuration & Troubleshooting of Lotus Notes & Blackberry Handsets.
• Maintain IT document (like User’s ID, IMAC, SOD, Mailing ID, Network folder’s ownership right for user and so on).
• Procedures as per business requirement and implement changes to improve day-to-day operations
• Installation, Configuration and testing on Windows 7 & Windows Vista.
• Managing the Active Directory, DNS, DHCP and File & Print Server.
• Monitor WSUS Server and deploying the hot fixes and Security Patches for client computers released from Microsoft.
• Responsible for backup onto different types of storage media. Like Tape Drive SDLT, DLT and LTO
• Manage service call from beginning until the problem is resolved.
• Implementation of ITIL Practices, training teams on process oriented approach.
• Keeping Knowledge base updated with updated information like SOP's, Diagrams, contact and escalation matrix etc.
• Troubleshoot Network Problems to ensure minimum Downtime and maximum availability of Network.
• Review existing procedures and implement needed additional maintenance procedures.
• Responsibility of achieving customer SLA's
April 2007 – January 2008 PCS Technology. Ltd., Gurgaon, INDIA
Job Profile:- Sr. Technical Support Engineer
• Configuration & troubleshooting of Lotus Notes v 6.5 & 7.0 client & Blackberry.
• Looking after installation of Lotus Same time providing telephonic support to various users sitting in remote locations
• Setting Account Lockout policies and password policies all workstation.
• Monitor DNS, DHCP, File server, Disk space, Processor Utilization, Network Utilization related to server.
• Backup of User data, Domain Controller, etc on daily & weekly basis.
• Responsible for Scheduled restore and unscheduled restore. And maintained on lion record of back up and restores tap
• Install, configured and Trouble shoot Bharti Airtel VPN Client, Airtel Data Card, Wi-Fi & Antivirus Client software
(Trend Micro & Symantec). Software.
• Implement, installation, configuration troubleshooting, monitoring and testing device in the network
• Providing access permission to users for various resources..
• Configuration and installing CISCO Router 1700, 2500, 2600 Series & CISCO Switch 2950, 4500 Series.
• To report to management daily, weekly and monthly on network performance.
• Fallow up with Bharti team to maintain the connectivity between different sites
• Perform a routine check of Laptop & Desktop like Antivirus, Windows Update and remove any unlicensed software.
Jun 2006 – April 2007 CMS Computers. Ltd, Gurgaon, INDIA
Job Profile:- FMS Engineer
• Configuration & troubleshooting of Lotus Notes v 6.5 & 7.0 client. & Lotus Same time
• Providing support to users sitting in remote locations
• Creating archive mail on the user’s requirement. Tacking the backup
• Supporting client side for Hardware, Software and Networking & Printer related Issues
• Providing support other business applications MS-Office, Acrobat Reader, Acrobat Writer, Win Zip.
• Inventorying and Maintenance of Hardware devices & switch and port details..
• Part of core team for providing technical support.
Oct 2001 – April 2005 UP State Yearn Company, Siddikpur (Jaunpur), UP, INDIA
Job Profile:- SQC Checker
Posted at UP State Yearn Company.Responsible for:
• Quality Control of the documents and yearn standards as per ISO Standard’s.
• Handling all the filing and documentation for stocks.
• Preparation of reports for departments heads for the error found in quality check parameters.
• Follow-up of the gap closure with the stakeholders for all the gaps identified during the quality check.
PROFESSIONAL QUALIFICATION & TRAININGS RECEIVED
• MCP Window 2003 Server
• MCSA on Windows Server 2003
• ITIL V3 Foundation.
• Communication Soft Skills, Operational Excellence training in IBM
• Completed 01 Year Diploma (CCNS) From CMS Computers South Ex New Delhi.
EDUCATION
Jun 2004 – Jun 2006 M.A Purvanchal University
July 2001 – Jun 2004 B.A Purvanchal University
July 1997 – Jun 1999 Intermediate U.P.Board, Allahabad
July 1995 – Jun 1997 High School U.P.Board, Allahabad
RECOGNITION & AWARD
• Awarded as Best Employee (Hi5) for outstanding support in Bharti Retail Corporate Office
SUMMARY
Father’s Name : Late. Shri Umesh Lal Srivastav
Date of Birth : 05-June-1983
Marital Status : Married
Nationality : Indian
Languages : Hindi, English
Email ID : nvn.sri@gmail.com
Permanent Address : 4/142, Geeta Sadan, Vikash Nager, Lucknow-226002 (UP)
Date: - (Naveen Kumar Srivastav)
Place:-
Nationality : Indian
Languages : Hindi, English
Email ID : nvn.sri@gmail.com
Permanent Address : 4/142, Geeta Sadan, Vikash Nager, Lucknow-226002 (UP)
Date: - (Naveen Kumar Srivastav)
Place:-

More Related Content

What's hot (18)

Ayan Kar
Ayan KarAyan Kar
Ayan Kar
 
PHICHIT RESUME 2017
PHICHIT RESUME 2017PHICHIT RESUME 2017
PHICHIT RESUME 2017
 
Deepak Mysore Nagaraj (1)
Deepak Mysore Nagaraj (1)Deepak Mysore Nagaraj (1)
Deepak Mysore Nagaraj (1)
 
Resume - Amit Gupta_116G
Resume - Amit Gupta_116GResume - Amit Gupta_116G
Resume - Amit Gupta_116G
 
Problem Manager
Problem ManagerProblem Manager
Problem Manager
 
Lavanya Sudarsan-Resume 2016
Lavanya Sudarsan-Resume 2016Lavanya Sudarsan-Resume 2016
Lavanya Sudarsan-Resume 2016
 
RavishankarG_Resume (1)
RavishankarG_Resume (1)RavishankarG_Resume (1)
RavishankarG_Resume (1)
 
Itilv3
Itilv3Itilv3
Itilv3
 
Itilv3
Itilv3Itilv3
Itilv3
 
Service Design
Service DesignService Design
Service Design
 
Rajakumar Resume
Rajakumar ResumeRajakumar Resume
Rajakumar Resume
 
Sample Contract Management
Sample Contract ManagementSample Contract Management
Sample Contract Management
 
CV_CMDB_ITAM_SACM_Anil_Kumar_S
CV_CMDB_ITAM_SACM_Anil_Kumar_SCV_CMDB_ITAM_SACM_Anil_Kumar_S
CV_CMDB_ITAM_SACM_Anil_Kumar_S
 
The field service division of dmi
The field service division of dmiThe field service division of dmi
The field service division of dmi
 
Chapter 2: Service Desk
Chapter 2: Service DeskChapter 2: Service Desk
Chapter 2: Service Desk
 
Shane spratling resume
Shane spratling resumeShane spratling resume
Shane spratling resume
 
Bhautik Parekh
Bhautik ParekhBhautik Parekh
Bhautik Parekh
 
Valeti SrinivasaRao Resume
Valeti SrinivasaRao ResumeValeti SrinivasaRao Resume
Valeti SrinivasaRao Resume
 

Viewers also liked

Viewers also liked (12)

Teoria del desarrollo diseox erikson
Teoria del desarrollo diseox eriksonTeoria del desarrollo diseox erikson
Teoria del desarrollo diseox erikson
 
Herramientas de la wed 2
Herramientas de la wed 2Herramientas de la wed 2
Herramientas de la wed 2
 
Picha journal profile
Picha journal profilePicha journal profile
Picha journal profile
 
Kratky slovar
Kratky slovarKratky slovar
Kratky slovar
 
UCW b comm brochure
UCW b comm brochureUCW b comm brochure
UCW b comm brochure
 
Lesson plan
Lesson planLesson plan
Lesson plan
 
Tics en la educación
Tics en la educaciónTics en la educación
Tics en la educación
 
Facebook en la docencia
Facebook en la docenciaFacebook en la docencia
Facebook en la docencia
 
Fedrick's Resume
Fedrick's ResumeFedrick's Resume
Fedrick's Resume
 
uso practico de la Web 2.0
uso practico de la Web 2.0uso practico de la Web 2.0
uso practico de la Web 2.0
 
UCW 加西大学 工商管理硕士
UCW 加西大学   工商管理硕士UCW 加西大学   工商管理硕士
UCW 加西大学 工商管理硕士
 
Caisson
CaissonCaisson
Caisson
 

Similar to Naveen Kumar Srivastav

Similar to Naveen Kumar Srivastav (20)

Profile Sumana_Sen
Profile Sumana_SenProfile Sumana_Sen
Profile Sumana_Sen
 
Resume
ResumeResume
Resume
 
Saran dasCV_Dec_16
Saran dasCV_Dec_16Saran dasCV_Dec_16
Saran dasCV_Dec_16
 
KARUPPAN RESUME-2
KARUPPAN RESUME-2KARUPPAN RESUME-2
KARUPPAN RESUME-2
 
Resume
ResumeResume
Resume
 
CV_Anupam Pramanik 15-11-2016
CV_Anupam Pramanik 15-11-2016CV_Anupam Pramanik 15-11-2016
CV_Anupam Pramanik 15-11-2016
 
Most Recent updatedResume Vaibhav
Most Recent updatedResume VaibhavMost Recent updatedResume Vaibhav
Most Recent updatedResume Vaibhav
 
Vivek Sharma_IPC
Vivek Sharma_IPCVivek Sharma_IPC
Vivek Sharma_IPC
 
Melissa Lorenzo Resume
Melissa Lorenzo ResumeMelissa Lorenzo Resume
Melissa Lorenzo Resume
 
Yash s rawat
Yash s rawatYash s rawat
Yash s rawat
 
Shail cv
Shail cvShail cv
Shail cv
 
ITIL service design
ITIL service designITIL service design
ITIL service design
 
My_updated CV
My_updated CVMy_updated CV
My_updated CV
 
Yash S Rawat CV-Rel
Yash S Rawat CV-RelYash S Rawat CV-Rel
Yash S Rawat CV-Rel
 
Sabari- updated Resume
Sabari- updated ResumeSabari- updated Resume
Sabari- updated Resume
 
Alexander Rhea Resume
Alexander Rhea ResumeAlexander Rhea Resume
Alexander Rhea Resume
 
ITIL Implementation – Value addition to the IT industry
 ITIL Implementation – Value addition to the IT industry ITIL Implementation – Value addition to the IT industry
ITIL Implementation – Value addition to the IT industry
 
Resumev
ResumevResumev
Resumev
 
Experience of 8 yrs in IT Infrastructure Operation as lead
Experience of 8 yrs in IT Infrastructure Operation as leadExperience of 8 yrs in IT Infrastructure Operation as lead
Experience of 8 yrs in IT Infrastructure Operation as lead
 
Ganesh ResumeN
Ganesh ResumeNGanesh ResumeN
Ganesh ResumeN
 

Naveen Kumar Srivastav

  • 1. Naveen Kumar Srivastav Rohillas 34-B, Ground Floor, Mahalaxmi Gargen, Rajendra-Park Gurgaon, Haryana, Mob: - 09953115006 OBJECTIVE To excel and grow in the sphere of Information Technology by working with such a growing organization, which gives me better opportunity to prove my skills & rewards to fulfill my dreams as well as of organization. SUMMARY OF SKILLS AND EXPERIENCE • Total Twelve years’ experience (Nine + years in IT Service and Support & Three + years in Non IT). • 4 Years’ experience as Service Management in Bharti Projects (Incident, Problem & Change Management). • 1 Year experience in DIAL Project as a Project Manager. • 3 Years’ experience in Bharti Wal-Mart & Bharti Retail Corporate Office as a Team Lead-End user support (on behalf of Info services). • 2 Years’ experience in PCS Technology & CMS Computers as ‘Sr Technical Support Engineer’ & FMS Engineer. • Four years’ experience in UP State Yearn Company, Siddikpur (Jaunpur), UP, INDIA as SQC Checker. PROFSSIONAL EXPERIENCE April 2015- to till date IBM India Pvt. Ltd. Job Profile: Incident & Problem Management Posted at Bharti infratel Pvt. Ltd. • Request Fulfillment, Incident, Problem Management Process owner. • Carrying out root cause analysis for the S1&S2 incidents. • Identification and resolution of problems proactively or reactively. • Conclude the RCA (Root Cause Analysis) based on the input from incident management and SMEs input by using RCA methodology like 5 why, brain storming, etc. • Repeat issue analysis for smooth operations. • Appropriate actions taken to resolve a problem to prevent future incidents and problems and the activity of closing the problem record and a Major Problem Review initiated where criteria met. • RCAs and action plan for control issues to be provided as per agreed timeline. • Where possible, root cause of a problem and its subsequent resolution is established • Reduction of incidents and problems to an acceptable risk at an acceptable cost • Data analysis and prepare presentation for IM and PM for improvement of processes. • Potential incidents or the recurrence of incidents are prevented • Meet SLA for Sev1/Sev2 TAT and RCA closure by year end. • Ensure all Sev1 /Sev2 incidents are assigned to the correct resolver group within the response time SLA • Own client value in terms of value adds to the clients- through ensuring at least 1 innovation/value add implemented to the client per quarter. • Ensure the call to resolve Sev1 incidents is setup quickly < 15 min of the incident occurrence. • Ensure updates are correctly sent at the agreed frequency via SMS / Email and correct updates are posted in the Incident Management tool used in the account. • Ensure the escalation matrix is followed correctly at the prescribed times and log is maintained for the same as artifacts to be provides as required by management • Ensure Sev1/2 tickets are correctly downgraded to the next severity once the ticket is put into resolved state. • Drive process standardization and compliance • Ensure complete understanding and compliance and act with complete integrity in all business transactions • Ensure thorough and complete Integrity training and education for each staff member with zero tolerance
  • 2. • Duration of problem life cycles are reduced • Improved communication of problems with all involved parties • Improved customer service and service quality • Maximized system availability and improved service levels • Establish a clear and coordinated approach so as to restore normal service operation as quickly as possible, • Minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained, • Participation in Security Audits, Compliance & reporting activities. • Present periodic Dashboard reports on the current program, future opportunities and client issues. November 2013- Mar 15 IBM India Pvt. Ltd. Job Profile: Project Manager Currently Providing IT Services at IBM Customer Location Posted at Delhi International Airport Pvt. Ltd. • Developing project schedule, activities & sequence them to meet the critical path targets of the project. • Planning communication, contract calendar, Feedback & reporting to stake holders in effective manner as per project schedule. • Identifying and executing new business growth opportunities for existing clients & value inflow to company • Recommendation on Scope of Work (SOW) based on customer recommendation with effective cost solution and service management strategy. • Using Quality principles to improve service improvement. • Hiring & deployment of Resources based on Resource Leveling & Crashing techniques. • Managing Technical & Operations team together focused on customer objectives to achieve business goals. • Support on Analysis, evaluating and recommending Client IT infrastructure needs to increase business productivity & performance. • Participation & execution of Service Management Processes to fulfill needs and improvements of ongoing IT Operations to get delivery excellence. • Managing Cost to achieve Targeted Gross Profit & Total contract Value in effective manner without disturbing project triple constraints Time, Cost & Quality. • Participation and hosting trainings, workshops based on need of technical & Operations team relevant to get desired output in client infrastructure. • Doing Risk assessment and giving recommendation to higher management • Supporting client to achieve high availability, SLA Compliance and finding loop holes in the system. March 2011- October 2013 IBM India Pvt. Ltd. Job Profile: System Support Specialist (Service Management) Currently Providing IT Services at IBM Customer Location Posted at Bharti Wal-Mart & Bharti Retail Corporate Office, • Responsible to new store deployment. • Collect of site information, layouts, Hardware requirement and Delivery, Site readiness, IT passive network setup, ID creation, Network Installation and Configuration, Hardware Installation & End to End Testing. • Coordinate with IBM vendor for resolution of issues along with Attendance Management system (Kronos) for Easyday Stores Operations. • Successfully migrate users from WAL-Mart Domain to BRL Domain • Email migration from Lotus notes to M S Outlook. • Ensure that the desired outcome is achieved within an acceptable timeframe, • Utilize key resources effectively, • Responsible for Incident, Problem and Change Management. • Carrying out root cause analysis for the S1,S2,S3 incidents • Establish communication standards for notifying incident progress and status, • Monitor and track all incidents, so as to contribute to the service level attainment with regards to Incident Management, • Minimize duration of incident life cycles and impact of any service outages associated with incidents, • Predefined thresholds are exceeded or service components are unavailable and the event is identified as an incident. • During operational monitoring, technical staff manually observe or experience a failure/disruption in the service and reports the incident to the Service Desk
  • 3. • An unexpected result or unplanned impact, experienced during or post change execution is identified and logged as an incident. • Proper documentation of required configuration, both logical & physical diagram for better implementation. • Responsible for Data Center Operations & Backups. • Responsible for scheduling and managing the regular testing of facility equipment • Responsible for executing and tracking planned expense facilities work at the Data Center • Monitor and report on facilities, system utilization, capacities, and performance. • Coach, mentor and lead personnel within a technical team environment. • Handling escalated incidents. Carrying out incident trend analysis Costumer complaint solution and coordination. • Monitor adherence and compliance of process and procedures along-with regular reviews of existing process • Arranging for the training to internal team members in order to educate them on new IT related Process updates. • Executed and maintained Service management processes and disciplines in the areas of schedule and quality Management; Configuration management; Performance & Availability management; Risk / Issue management; • Understanding client business and relate it with the client infrastructure using optimization. January 2008- March 2011 Info Service Gurgaon, INDIA Job Profile: Team Leader Provided IT Support at IBM Customer Location Posted at Bharti Wal-Mart & Bharti Retail Corporate Office, • Responsible for technical management activities within the Service division & operations support at client sites. • Manage Operational escalations through Vendor and first level team. • Co-ordinate with various teams for resolution of calls. • Maintain the Team member’s records (like Attendance, Roaster scheduling, Engineer daily status reports and so on). • Maintain Daly, Weekly, Monthly and Call Reports & dashboards. • Handle all IT issues in Bharti Retail Head Office and escalated incidents. • Maintaining online record for Asset Management tool and reporting of all the IT assets. • Carrying out incident trend analysis & root cause analysis for the incidents • Arranging for the training to users in order to educate them on new IT related updates • Configuration & Troubleshooting of Lotus Notes & Blackberry Handsets. • Maintain IT document (like User’s ID, IMAC, SOD, Mailing ID, Network folder’s ownership right for user and so on). • Procedures as per business requirement and implement changes to improve day-to-day operations • Installation, Configuration and testing on Windows 7 & Windows Vista. • Managing the Active Directory, DNS, DHCP and File & Print Server. • Monitor WSUS Server and deploying the hot fixes and Security Patches for client computers released from Microsoft. • Responsible for backup onto different types of storage media. Like Tape Drive SDLT, DLT and LTO • Manage service call from beginning until the problem is resolved. • Implementation of ITIL Practices, training teams on process oriented approach. • Keeping Knowledge base updated with updated information like SOP's, Diagrams, contact and escalation matrix etc. • Troubleshoot Network Problems to ensure minimum Downtime and maximum availability of Network. • Review existing procedures and implement needed additional maintenance procedures. • Responsibility of achieving customer SLA's April 2007 – January 2008 PCS Technology. Ltd., Gurgaon, INDIA Job Profile:- Sr. Technical Support Engineer • Configuration & troubleshooting of Lotus Notes v 6.5 & 7.0 client & Blackberry. • Looking after installation of Lotus Same time providing telephonic support to various users sitting in remote locations • Setting Account Lockout policies and password policies all workstation. • Monitor DNS, DHCP, File server, Disk space, Processor Utilization, Network Utilization related to server. • Backup of User data, Domain Controller, etc on daily & weekly basis. • Responsible for Scheduled restore and unscheduled restore. And maintained on lion record of back up and restores tap • Install, configured and Trouble shoot Bharti Airtel VPN Client, Airtel Data Card, Wi-Fi & Antivirus Client software (Trend Micro & Symantec). Software. • Implement, installation, configuration troubleshooting, monitoring and testing device in the network
  • 4. • Providing access permission to users for various resources.. • Configuration and installing CISCO Router 1700, 2500, 2600 Series & CISCO Switch 2950, 4500 Series. • To report to management daily, weekly and monthly on network performance. • Fallow up with Bharti team to maintain the connectivity between different sites • Perform a routine check of Laptop & Desktop like Antivirus, Windows Update and remove any unlicensed software. Jun 2006 – April 2007 CMS Computers. Ltd, Gurgaon, INDIA Job Profile:- FMS Engineer • Configuration & troubleshooting of Lotus Notes v 6.5 & 7.0 client. & Lotus Same time • Providing support to users sitting in remote locations • Creating archive mail on the user’s requirement. Tacking the backup • Supporting client side for Hardware, Software and Networking & Printer related Issues • Providing support other business applications MS-Office, Acrobat Reader, Acrobat Writer, Win Zip. • Inventorying and Maintenance of Hardware devices & switch and port details.. • Part of core team for providing technical support. Oct 2001 – April 2005 UP State Yearn Company, Siddikpur (Jaunpur), UP, INDIA Job Profile:- SQC Checker Posted at UP State Yearn Company.Responsible for: • Quality Control of the documents and yearn standards as per ISO Standard’s. • Handling all the filing and documentation for stocks. • Preparation of reports for departments heads for the error found in quality check parameters. • Follow-up of the gap closure with the stakeholders for all the gaps identified during the quality check. PROFESSIONAL QUALIFICATION & TRAININGS RECEIVED • MCP Window 2003 Server • MCSA on Windows Server 2003 • ITIL V3 Foundation. • Communication Soft Skills, Operational Excellence training in IBM • Completed 01 Year Diploma (CCNS) From CMS Computers South Ex New Delhi. EDUCATION Jun 2004 – Jun 2006 M.A Purvanchal University July 2001 – Jun 2004 B.A Purvanchal University July 1997 – Jun 1999 Intermediate U.P.Board, Allahabad July 1995 – Jun 1997 High School U.P.Board, Allahabad RECOGNITION & AWARD • Awarded as Best Employee (Hi5) for outstanding support in Bharti Retail Corporate Office SUMMARY Father’s Name : Late. Shri Umesh Lal Srivastav Date of Birth : 05-June-1983 Marital Status : Married
  • 5. Nationality : Indian Languages : Hindi, English Email ID : nvn.sri@gmail.com Permanent Address : 4/142, Geeta Sadan, Vikash Nager, Lucknow-226002 (UP) Date: - (Naveen Kumar Srivastav) Place:-
  • 6. Nationality : Indian Languages : Hindi, English Email ID : nvn.sri@gmail.com Permanent Address : 4/142, Geeta Sadan, Vikash Nager, Lucknow-226002 (UP) Date: - (Naveen Kumar Srivastav) Place:-