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:-