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Rajat Rao
GH – 5&7/713, Meera Bagh, Paschim Vihar, Delhi – 110087
rajatrao99@gmail.com, +91 - 9818768284
OBJECTIVE
Continue to be innovative and rich contributor to all the responsibilities awarded professionally and
personally. I am seeking a position where I can utilize my analytical, Technical and interpersonal
skills, as well as my total experience to be very useful for the organization.
WORK EXPERIENCE
Current Role : Service Availability Manager , GTS - System Services
• Working with DPE ,PE, SDM, SIL and all technical teams on daily operations.
• Leader in Service management to lead Incident, Problem, Change, Config SLA management with
the team as well as with client.
• Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long
duration
• Provide integrated management and coordination of Incident Management, Problem
• Management, Change Management, and Availability Management processes
• Assuring that services and components are designed and delivered to meet their availability
targets.
• Deep technical skillset and knowledge of customer environment.
• Promote monitoring systems to enable speedy detection and remediation of potential and
actual IT failures
• Proactively identify cost-effective availability improvements within an availability plan
• Influence the design of services and components to align with business needs
• Initiate infrastructure changes to promote better system availability.
• Use information about problems and incidents to analyze availability challenges and eliminate
chronic issues.
• Use specific information from driving major incidents to drive technical teams to stronger RCAs
and corrective actions which will reduce the frequency of repeated incidents
IBM (Global Technology Services), Gurgaon Sep, 2007 – till date
Server Support Specialist – Technical Leader
IBM’s Global Technology Services help clients plan, implement and manage an efficient, resilient and dynamic IT
infrastructure to address the key business challenges of reducing costs, increasing efficiency, enabling growth,
ensuring scalability and managing risks.
Regular Responsibilities:

2. • Provide specialized support for Power4, Power5, Power7, Power7+, AIX (5L v 5.3, 6.1, 7.1) and LPAR.

3. • Update System Firmware & Microcode for Fiber Cards, Hard Drives, Ethernet Adapters, Tape Drives.
• Download Specified fixes i.e. APAR & apply/commit the patches, package verification.

4. • Provide on call support for IBM SSR (Onsite tech.) while working on hardware issues on power
servers (AIX).
• Network Installation Manager (NIM).
• Support HMC, RAN and storage enclosure (5802, 5877) related issues.
• Management of Disks, LVM, File Systems & paging space using SMIT.
• Advance administration in AIX of logical volume manager.
• Analyze system performance issues.
• Hot plug task management using DIAG menu.
• Working with SSA and SCSI drive issues.
• Installation and configuration of SCSI and SSA RAID Arrays.
• Working with LVM, managing volume groups, migration of PVs.
• Generating & analyzing SNAP files.
• Managing Advanced System Management Interface (ASMI).
• User Administration – Creating users groups and Limits.
• File system – Creating File system, Increase/decrease FS.
• AIX error report analysis for problem determination.
• Monitoring booting process, handling important logs.
• System monitoring – Using vmstat, iostat, netstat, topas, sar.
• Scheduling Backups - Task Schedulers (Crontab) for backups, monitoring, file creation etc.
• Regular system backup using mksysb and volume group backups using savevg, backup in file system
and files.
• Adding and configuring various devices to the System.
• Perform installs, moves, add and change (IMAC) activities, as well as data backup and restore.
• Resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and
obtain a high client satisfaction rating.
• Understand the local and regional infrastructure and key contacts in the other competencies, i.e.
network team, server admin, etc., in order to ensure that the proper team is aware of, and taking
action on the problem.
• Interfacing with other groups within the organization.
Additional responsibilities:
• SLA attainment, quality of services & client reference ability
• Required trainings project and skills based
• Green compliance status
• Process standardization, Tools standardization,
• Best practices & six sigma projects implementation
• Project and Program Management
• Responsible to look after the customer concerns with IBM products or services
• Responsible to manage the overall clients satisfaction with IBM
Convergys India Ltd., Gurgaon Mar, 2005 – Mar, 2007
Technical Support Lead

5. Distinctive Responsibilities:
• Deliver service and support to end-users using and operating automated call distribution phone
software, via remote connection or over the Internet.
• Interact with customers to provide and process information in response to inquiries, concerns, and
requests about products and services.
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
• Providing pre-sales technical assistance and product education, and after-sales support services.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email
clients.
• Research required information using available resources.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resource.
• Accurately process and record call transactions using a computer and designated tracking software.
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’
business.
• Organize ideas and communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers where necessary.
• Stay current with system information, changes and updates.
CitiGroup, Gurgaon May, 2003 - Feb, 2005
Bank Customer Service Special
Distinctive Responsibilities:
• Deliver personalized service over the phone and in person.
• Identify cross selling opportunities while interacting with customers.
• Handle cash and assist with customer transactions.
• Maintain records of balances and correct errors as and when needed.
• Respond to customer inquiries.
• Assist customers in managing their bank accounts and providing them with information on other
financial services.
• In depth knowledge of resolving customer issues and finding the best possible service package for
them.
• Proficient in conducting activities to bring aboard new customers and maintain existing ones.
• Taking care of institutional accounts funding like NGO’s, School’s.
EDUCATIONAL QUALIFICATION
Bachelor degree in Commerce in 2007
Professional Certificates:

6. • Servicing pSeries with an HMC (M/T 7315) and LPAR (0PQG)
• AIX 5L Sys. Admin.: Installation, Startup, & Shutdown (Course code: WN1121)
• Linux Administration(SS206821)
• Enterprise Business Process Management Specialist (EBPMS)
• AIX versus Linux Commands for pSeries ITS Service and Support (SEPLX000)
• Six Sigma Yellow Belt (Ref ID-1111192011)
• WBT:IT Infrastructure library (ITIL) Foundations V3 (WT3066)
• Organizational Change Management (OCM10000)
• The IBM Banking Centre of Excellence
• The Biotechnology Industry Overview: Version 1
• The Winning Bid: A Practical Guide to Successful Bid Management
• Bid Manager Development [STS Centers Skills & Talent Central]
• Bid Management for STS (00870039)
• Best Practice and Bid Closure (ML-233717)
• Providing Service for the IBM Smart Analytics Systems
• IBM® POWER7 8231-E2B, 8231-E1C, and 8231-E2C systems-SPWR7E2B
Business Experience
-Customer Collaboration -Parts Management -Returns & Repairs
-Hardware & Software Training -Professional Development & Training -Banking Services
-Loans & Mortgages -Telemarketing -Field Sales -Customer Services
Industry Experience
Computer Services, IBM Mid/High range Servers, Professional Services, Retail banks, Telecommunications
Technology Experience
-SMP (Symmetric Multiprocessing), -SSA (Serial Storage Architecture), -Computer Buses, -Computer Cards & Adapters,
-Computer Chips & Memory, -Computer Processors, -Cooling Devices, -Motherboards, -Single-Chip CPUs & Computers,
Computer Hardware Standards, -Fiber Optic Networks, -Network Adapters, -Storage Networking, -Computer
Cables/Connectors, -Computer Power Supply Devices, -Disk Storage Servers, -Disk Storage Systems, -Hard Disk Drives,
-Storage Networking, -Tape Storage Systems, Computer Systems, -Server Hardware, -Internet Connectivity, Server
Software, Systems Software, -Operating Systems, -System Management Tools

7. PERSONAL DETAILS
DATE OF BIRTH : Nov 12th, 1985
MARITAL STATUS : Married
PASSPORT : Valid
PANCARD : Valid
NATIONALITY : Indian.
LANGUAGES KNOWN : English, Hindi & Punjabi.
Rajat Rao