1. Priyanka Gautam
Mobile: 91-7827981239/8377986752
E-Mail: priyankagautam18@gmail.com
Executive Summary
• A skilled and competent professional with over 2.7 years of experience in the field of Information and
Technology Operations .
• Incident management Analyst, Global Command Center, ITIL Practices– Incident Management, ITSM - IT
Management, IT Service & Support for Infrastructure and Applications, User Access Administration, End
User Support, Client Services, Global Service Desk.
Professional Forte
July, 2014 – Till date HCL Technologies Ltd Analyst
• Responsible for the effective implementation of the process "Service Desk and Incident
Management" and carries out the respective reporting procedure.
• Manage Incidents according to SLA to ensure work is completed in a timely manner, and that the
evolution of the Incident from assignment to closure follows all appropriate steps. Tickets must
include evidence of valid and regular communications, and the resolution must be appropriately
documented. If tickets are not correctly documented, and IM cannot determine if a ticket has been
appropriately resolved, they can reopen the Incident for any group that is within scope.
• Identifying options for potential solutions & assessing them for both technical & business.
• Conducting requirements analysis & preparing specific proposals.
• Supporting users on change control and system updates.
• Responsible for all Out of SLA Incidents across environment, also for incidents with 4 or more hops
and orphan tickets. All re-open incidents/re-works would be owned by Incident Managers.
• Build a strong working relationship with support teams, including desktop support, level 2/3 IT
groups, and other vendors support groups.
• Escalate as required across IT teams, prompting action on all stalled Incidents, and coordinating
incidents through to resolution as required. Escalate to Shift Lead, Track Lead, GOL, or Cummins
Service Desk Service Owner /Service Manager for assistance if unable or unlikely to bring an Incident
to Resolution due to a process breakdown or other cause.
• Assist with keeping the customer informed for Incidents that are in breach of service levels, or other
areas as needed.
• Ensure effective and rapid response to Critical and High Incidents.
• Ensure that Incident tickets are handled in accordance to the Cummins Incident Management
process.
• Incidents with excessive transfers between different support groups to identify possible issues
(uncertainty, incorrect categorization by L1, dispute between support staff, etc.). Act as the facilitator
for any new learning / feedback to L1 / L2 / L3 resources for any patterns that are found, or for issues
that result in a delay in resolution, or non-compliance from standard processes and documentation
on the Incidents.
• Check for similar incidents and form a feed to the Problem Management in case some
patterns /variations are noticed.
• Supporting and guiding Help Desk team in case of requirement / crisis.

2. Trainings/Certifications
• Training in Basic java from Ducat (Noida)
(Made a chat server for multiple users in Java)
• Certified Industrial Training in Android from Innobuz, Kohat Delhi .
(worked on music and video development apk)
• ITILF ITIL Foundation Certificated in IT Service Management from EXIN, Noida.
Academic Forte
2009-2013 B-Tech (C.S.E) From INDIRA GANDHI INSTITUE OF TECHNOLOGY (GGSIPU) with 71%.
2008-2009 12th
from GREENFIELDS PUBLIC SCHOOL With 79.8%.
2006-2007 10th
from GREENFIELDS PUBLIC SCHOOL With 88.2%
IT Skills
Computer Knowledge : Typing speed (20-25wpm), AD , Exchange Server , Windows TS
Languages Known : C, JAVA(Basic), HTML/XML .
Operating System : Window98, 2000, XP, Vista Basic, Window7, Windows 8
Personal Attributes
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment
Personal Details
Date of Birth: 18th
July 1991
Permanent Address: 45 DDA FLATS (R.P.S) MANSAROVAR PARK SHAHDARA DELHI-110032