1. Prakhar Jain Email: prakharjain912@gmail.com, Contact No.: +91 9540276437
Experience Summary:
• Working as ITIL Associate with Computer Sciences Corporation (CSC), Noida for 1 year and 7 months
• Handled ITIL processes such as incident management, cross functional change management
• Provided support to multiple clients to make sure that service level targets stay green
• Worked on Remedy, TWOS and Service Now for scrubbing tickets and extracting reports
Skill Set:
Areas of Expertise Languages/ Databases/Tools Systems
• Incident Management for IT Service Desk
• Linking tickets to Incident tickets and
Configuration Items
• Reporting and root cause analysis
• End user training and support
• Client relationship management
• Rapid ticket response times
• Detailed Documentation
JAVA, SQL, Remedy, TWOS and
Service Now
Microsoft Office 2003- windows,
Microsoft Office 2011- Mac
(Word, Excel, Outlook,
PowerPoint)
Project Details:
Client Name Multiple accounts
Project Title ETS, ETS Cloud, Motorola , ACCO, PAYPAL(Audit)
Period September 2014 – Till Present
Position ITIL Associate
Responsibilities • SPOC for a team of Logistics Coordinators & multiple Accounts in LBS (Location Based Services)
• Handling overall issues pertaining to Operations, Transport, and Administration
• Ensuring Process compliance and desired quality deliverables for multiple accounts
• Managing Service related escalations and to identify & address root cause of the issue
• Capturing of detailed business requirements, as needed, to support changes within service
• Work collaboratively to define, prioritize and execute on continuous improvement plans
• Incident & Service Request Workflow Management, Queue Coordination for tickets
• Syncing Account based remedies & CSC’s Total Work Order System (TWOS)/Service Now (SNOW)
• Configuration Item (CI) Health Check post resolution of ticket and Post- resolution queue
coordination for accounts in CI
Education Details:
Degree Institute University/Board % Year of Passing
B. Tech College of Science & Engineering, Jhansi Uttar Pradesh Technical University 63.5 2013
10 + 2 Modern public School, Jhansi ICSE 64.5 2009
10 Vijay Singh Memorial High School, Jhansi UP Board 59.3 2007
Personal Details:
Date of Birth 12-Sep-1990
Sex/ Marital Status Male/Unmarried
Nationality Indian
Present Address H. No. 110,Sector 14, Vasundhara, Ghaziabad
Permanent Address 49, Sadar Bazar Jhansi, UP-284001