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Pratik Kumar Upadhyaya
pratikupadhyaya17@gmail.com
Mob: +91 9650748051
+91 9451906046
Objective
To be an integral partof a professional organization,where innovation & challenges would be the true essence ofthe
work & I can apply my knowledge and skills to add more value to the company’s business while getting valued
exposure towards mycareer growth. As well as to establish a long-term leadership career with a progressive company
focused on putting people first, fulfilling customer promises and maintaining profitabilitythrough sound business
practices
WORK EXPERIENCE
10+ years of Experience in IT with good knowledge ofITIL process.
Duration Company Name Designation
Jun 2016 till Now Mahat Consulting Principle IT Consultant
(Working as a freelancer
consultant)
Jul 2014 to April 2015 IBM India Pvt LTD (On payroll of
IMSI PVT LTD)
Incident/ Problem Lead
Mar 2012 to Mar
2014
IBM India Pvt LTD. Service Support Co-
Ordinator
Jun 2010 to Mar 2012 Bharti Airtel Ltd (Partner Payroll) Service Support
Executive
Jun 2008 to Jun
2010
Wipro InfoTech (ClientSite – Bharti
Airtel Ltd.)
Service Support
Executive
Nov 2007 to Jun 2008 Hp Solution (ClientSite – Bharti
Airtel)
Operation executive
Jun to 2007 to Sept
2007
Wipro Infotech ( ClientSite –
Vodafone)
Service Desk Executive
Dec. 2005 to Jun
2007
Aptara Corp Communication Co-
Ordinator
* Problem solving abilities and good team management skills.
* Team player and experience to handle a customer escalations.
* Effective communication and interpersonal skills.
* Positive attitude and focus to enhance a customer satisfaction via service delivery.
* Very good time management skills.
Summary of Experience:
Good Knowledge of ITIL and 10+ Years of work experience following the best practices.
 Hands on Experience on Service Desk Tools like ECRM, HP open View and Monitoring Tools like HPOV and
SITESCOPE.
 Excellent communication and interpersonal skill.
 An effective communicator with exceptional relationship managementskills with the ability to relate to people at any
level of business and managementand significantexperience working with steering committees and other project
managers.
Managerial
ITIL V3 (Foundation, OSA,) Certified.
 A keen communicator and team member with excellent relation management, leadership, analytical and
problem solving skills.
 Monitoring periodically, the implementation of the planned processes and suggesting appropriate changes.
 Developing and maintaining healthybusiness relationships with important customers and service managers.
 Attending as well as responding to critical service calls and emails bythe customers and incidentmanagement
teams.
 Good knowledge of different job responsibilities and their scopes in service delivery management process.
 Coordinating between different teams of the organization to get the work completed on time.
 Acquired excellent management skills through the years of work practice.
 Having good experience to participate and handled DR (Disaster Recovery) drill.
 Participantin DR (Disaster Recovery) during unrecoverable scenario of production setup & handled complete
communication during that period.
 Hands on experience to handle Major Incident.
 Hands on experience of Incident, Problem, change Management.
 Hands on experience of team handling.
 Good personal relation with client, application & support teams.
My Roles and Responsibilities

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Company Mahat Consulting LLP (As a free Consultant)
Duration Jun 2016 to till now
Designation Principle Consultant
Job Responsibility  Providing End to End consulting to Clientas per requirement.
 Serving as the Project Lead to the consulting team including developing project
plans,assigning tasks to projectresources,Follow-up with concern Team,and
preparing weeklystatus reports.
 On-site implementation ofcomplexcomputerized maintenance management
systems as per clientrequirement.
 Developmentofproject site assessmentincluding analysis ofcustomer business
requirements and application objectives;
 Participating in periodic status checks with customers and team to assess progress
againstplan.
 Assisting in developing and refining forecasts for projectvariables as necessary
throughoutthe project.
Company IBM India Pvt Ltd (On Payroll of IMSI Pvt LTD)
Duration Jul 2014 to April 2015
Project Bharti Airtel
Client Bharti Airtel India, Bangladesh, Srilanka, & Bharti Infratel
Designation Major Incident Problem Lead
Job Responsibility  Handle high severity Incident (Sev1, Sev2 & potential severity incidents) till closure.
 Analyze and validate the impact, urgency and criticality of all the high severity
incidents.
 Coordinating with all relevant stake holders or teams to get the high severity
incident resolved within TAT and keeps escalating as per escalation Matrix.
 Follow up with relevant stake holders the root causes of the issues from the
resolver teams and get it approved by client.
 Conclude the RCA of high severity incidents
 Handle Bridge (Customer & Technical) during high incident (Sev1 & Sev2).
 Bring all relative teams (Application, Support & project) on a single platform.
 Check all communication before sending to stack holders during incident.
 Arrange PIR (Post Incident review) calls after the major incident to conclude the
root cause.
 Analyze the exact cause, resolution & impact of incident.
 Prepare daily, weekly, monthly, quarterly & yearly dashboards & reports (SLA,
Uptime, downtime etc).
 Prepare all the report like Availability report, Incident report, Incident tracker report,
Weekly report, Monthly report, Daily Operation report, SLA report etc.
 Manage team roster & make sure the availability of team member in every shift.
 Run Service Improvement Programs (SIP) to improve the stability of applications.
Company IBM India Pvt Ltd
Duration Mar 2012 – Mar2014
Project Bharti Airtel
Client Bharti Airtel India, Bangladesh, Srilanka, & Bharti Infratel
Designation Problem Analyst
Job Responsibility  Handle high severity Incident (Sev1, Sev2 & potential severity incidents) till closure.
 Analyze and validate the impact, urgency and criticality of all the high severity
incidents.
 Coordinating with all relevant stake holders or teams to get the high severity
incident resolved within TAT and keeps escalating as per escalation Matrix.
 Follow up with relevant stake holders the root causes of the issues from the
resolver teams and get it approved by client.

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 Conclude the RCA of high severity incidents
 Handle Bridge (Customer & Technical) during high incident (Sev1 & Sev2).
 Bring all relative teams (Application, Support & project) on a single platform.
 Check all communication before sending to stack holders during incident.
 Arrange PIR (Post Incident review) calls after the major incident to conclude the
root cause.
 Analyze the exact cause, resolution & impact of incident.
 Prepare daily, weekly, monthly, quarterly & yearly dashboards & reports (SLA,
Uptime, downtime etc).
 Prepare all the report like Availability report, Incident report, Incident tracker report,
Weekly report, Monthly report, Daily Operation report, SLA report etc.
 Manage team roster & make sure the availability of team member in every shift.
 Run Service Improvement Programs (SIP) to improve the stability of applications.
Company Bharti Airtel
Duration 15th
Jun 2010 – 15th
Mar 2012
Designation Team Lead/Helpdesk Executive
Job Description
Extra
Responsibilities
 Maintaining data centre and maintaining the Relationship with the End Customers.
 Make sure that the Incidenttickets are closed with the right closure code,and
Coordinate with Technical team to provide the RCA if required.
 Monitor the Incident tickets in accordance with their severity and updating the target
date depending on the SLA agreed and Co-ordinate with technical teams to update
the Incidentticket regularlytill they are resolved.
 Preparing dailyweekly and monthlyreports for Incidents/Changes/SR’s.
 Handling client’s Escalations.
 Taking care of highly escalated issues related to clientand ap
 Controlling the changes being done in production environmentand ensuring thatall
the documents (Change Request/Release) are in place before changes are done.
 Doing the follow up/escalation for pending issues outside TAT/SLA with Vendor
Second/Third tier engineers.
 Handling first& second level escalations from Customer/Client.
 Responsible for all the communication being sentfrom Service Desk to the
Customer e.g.,P1 Incident, Schedule/Unscheduled Outages.
 Facilitating and participating in conference calls with customers,engineers and
Vendors.
 Documenting the policies and procedures to improve the process,achieve the SLA
and sustain the quality of services.
Company Wipro InfoTech
Client Bharti Airtel Ltd
Duration Jun 2008 to Jun 2010
Role Team Lead/Engineer Helpdesk Management
Job Description  Manage the Help desk Team
 Handling H/Wrelated problem of Network,storage & server devices – preferably
with CISCO/NORTEL/IBM / DELL (Remote Support).
 Monitoring all network,servers,storage devices through SITESCOPE, ARCSITE &
IBM Director tools.
 Providing L0 (smarthands & leg) supportto Back-end Team (GSMC-Wipro).
 Maintaining data centre and maintaining the Relationship with the End Customers.
 Prepare all the report which would require by the clients.
 Tracking all incidentand SR in tool (Hp-Open view/ECRM) follow up according to
SLA till resolution.
 Handling client’s calls & Escalations.
 Extensive exposure in managed data centre services and the operation
environments.
Company HP Solution
Duration Nov 07 to Jun 08
Role Helpdesk Analyst/Operation Executive
Job Description  Worked on Hp-Open view Software to log on line calls.
 Check mails,understand the problem and log the call.
 Providing First level support.

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 Checking the all calls is Hp-Open view and tracks the all calls.
 Handling client’s calls.
 Prepare all the report which would require by the clients.
 Providing the status of all logged calls.
 Reporting to management that how many mails/Calls came and resolved within
time period.
Company Wipro InfoTech
Client Vodafone
Duration Jun07 to Sep 07
Role Service Desk Executive
Job Description  Working on Vodafone site as Wipro Representative.
 Co-Ordinate with client by phone or mail.
 Trouble shooting (hardware,Software and other IT related problems)
 Handling client’s calls understand his problem,log the on line call and resolving
their problems.
 Escalation Management
Company Aptara Corp
Duration Dec 05 to Jun 07
Role Communication Co-Ordinator
Job Description  Supporting in-house users (5000 user in India, UK & US) for data and system
support.
 Process Work Requests for creating users and group,samba user accounts on
send mail and application servers.
 Troubleshooting dayto day activities of users regarding mails and application.
 Installation ofsoftware packages and patches on the servers including software
upgrades.
 Restoration ofdata using L100 and DLT-drives using legato and UFS-dump and
restore within specified SLA.
Worked in IT department with six IPLC links (International Private lease circuits) of three
ISPs Reliance, Bharti & VSNL from Delhi to New York that are MCI and AT&T at
counterpart; along with it we are having one Primus cloud link.
Monitor these links over routers and modems.
Educational Qualifications
Degree and Date Institute / University Specialization / Result
B.Com (2002-2005) DDU, Gorakhpur University
Finance, Marketing/2nd
10+2 (2001) Govt. Jubilee Inter College PCM/2nd
HSC (1999) Govt. Jubilee Inter College
2nd
Personal Details
Date of Birth 17.10.1985
Gender/Nationality Male/Indian
Father Name D.P.Upadhyaya
Contact Number Mob :+91- 9650748051
Contact Address B-23, Mayur Vihar Phase-3,Pocket -2, New Delhi
DECLARATION
I hereby declare that above information’s are true to best of my knowledge.
Place : Delhi Signature
Date : Pratik Upadhyaya