1. SHAIK MOHAMMAD RAFFI
Mobile: +91-7386738063/ 9949962266 Email address: sraffi.m@gmail.com
Objective:
Wish to reach a challenging position using my skills and abilities in the organization
which provides professional growth while being resourceful, innovative and flexible.
Certifications: [Cisco id: CSCO11745981]
Cisco Certified Network Associate (CCNA)
ITIL V3 foundation
ISTQB-Foundation (International Software Testing Qualification Board)
Experience:
Name of the company : TATA Consultancy Services pvt ltd
Designation : IT Analyst
Experience : Sep-2008 to Till Date (6.6 years)
Total Experience : 8.8 years
Related Employment History:
TATA Consultancy Services
Project1: Strategic Solution Group
Project Description:
Designation : Service Desk – Business Technology Solution Engineer
Duration : 05 March 2014 to Till date

2. Roles and Responsibilities:
 Working on RFI, RFP for new and existing customers
 Provide solution for Service Desk requirement with ITIL framework
 Bring in continuous service improvements and suggest best solution
 Provide strategic plans and provide feedback
 Work on FTE and give best pricing deals
 Define Service Desk Metrics according to customer requirement
 Maintain industry standards for solution and perform transitions
 Present solutions to customers, involve in Due Diligence phase for more understanding of customer
requirement
 Plan for risk free transition
 Setup Service Desk and stabilize operations
Project2: SUPERVALU
Project Description:
Project : Network Operations Centre (NOC) – Supervalu. INC
Designation : Network Engineer
Duration : 01 January 2013 to December 2014
Roles and Responsibilities:
 Creating tickets and assigning tickets to the concerned team
 Troubleshooting LAN/ WAN connectivity issues affecting Retail and Non Retail locations.
 Troubleshooting any User reported latency issues in the WAN network.
 Managing and troubleshooting Cisco wireless access points in retail sites.
 Creating incidents using HP Open View ticketing system and following with vendors and Internet
Service Providers for resolving network issues.
 Handling enterprise Outages and schedule maintenance and driving towards the resolution. And
Coordinating with other teams, Vendors, Service provider and escalation management in case of critical
Outages.
 Handling calls from service desk and resolving incidents for network related issues.
Technologies used : Ethernet, Wireless LAN, Frame-relay and DSL
Tools used : IBM SRM, HP OVSD, HP NNM and Ping Plotter.
Vendor Support : Qwest, AT&T, Cisco, Adtran, Verizon and US Lec

3. Project3: GARTNER Service Desk
Project Description:
Gartner is the world’s leading information technology research and advisory company. Gartner deliver the
technology-related insight necessary for their clients to make the right decisions, every day. From CIOs and
senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom
enterprises and professional services firms, to technology investors, Gartner is an indispensable partner to
60,000 clients in 10,000 distinct organizations. Through the resources of Gartner Research, Gartner Executive
Programs, Gartner Consulting and Gartner Events, we work with every client to research, analyze and
interpret the business of IT within the context of their individual role. Gartner is headquartered
in Stamford, Connecticut, U.S.A., and has 4,000 associates, including 1,200 research analysts and consultants
in 80 countries.
Designation : Service Desk Manger
Experience : Sep-2010 to Dec- 2012
ITSM Tools : IBM SRM, Symantec Chivo, MS Lync, Netmeeting
Contribution:
 Responsible for managing and supervising the daily operations of the Service Desk.
 Created Service Level Agreements and Standard Operating Procedures IT Support.
 Provided and participated in hands on expertise and resolution on a regular basis as well as managing
the Service Desk group, and served as the escalation point for the group.
 Coordinated Service Desk support operations with IT support teams of engineers, administrators, and
managers in all offices worldwide managing the implementation of Service Desk related service level
agreement SLA in compliance with industry standards to allow these teams to support external
customers.
 Planned, developed and implemented new support policies and procedures by establishing company-
wide Service Desk systems and processes for managing and tracking to provide trend analysis and ticket
reporting to management.
 Reviewed reports of computer and peripheral equipment production, malfunction, and maintenance to
determine costs and impact.
 Analyzed Service Desk activity and made recommendations for increased organization efficiency and
effectiveness.
 Created long term strategies for growth and preservation and career development plans of the Service
Desk group members by providing the staff with additional training and resources.
 Conducted periodic performance evaluations and annual personnel reviews for staff members.
 Coordinated with staff, end users, and department managers to determine requirements for new or
modified software and hardware.
 Identified opportunities and developed productivity support tools to align with the company’s business
requirements.
 Assisted in documenting existing productivity systems architecture and recommended changes for
management review including disaster recovery and business continuity efforts
 Involved in customer meeting and recommend service improvement plans, work on extending project
contracts with new strategies

4. Project : Gartner
Designation : Service Desk Lead/SME
Experience : Sep-2008 to Aug-2009
Roles and Responsibilities:
 Leading team of 10 people, supporting US,EMEA and ASIA locations
 Infrastructure support monitoring
 Taking escalation calls and providing resolution
 Maintaining & troubleshooting, Wifi & VPN issues.
 Installation, configuring & maintaining of windows, Microsoft office, printers and various internal
applications as per the user request.
 Installing and configuring Microsoft outlook.
 Suggested, defined and designed processes for daily IT infrastructure maintenance and operational
activities.
 Carrying Incident Management activities
 Managing project SOP’s and KB articles
 Reporting and tools maintenance
 Updating clients with required reports and maintain SOP documents
 Monitoring SLA’s and other Metrics
 Analyzed performance of the each individual associate activity and documented, identify problem areas
to develop the quality of service
 Provide Training on calls for quality improvement and Technical skills
 Maximum contributor to the Internal Knowledge Database both Technical and Process related articles.
 Daily briefing/meeting on high severity incidents with on-site team.
CSS-Slash Support:
Company : Slash Support Private Limited
Job Profile : Technical Support Engineer
Project Description:
Linksys, A division of CISCO Systems is the recognized global leader in VOIP, Wireless and Ethernet
networking. Based in Irvine, California, Linksys specializes in products and solutions that provide effortless
and economical sharing of broadband internet connection, files, printers etc…

5. Linksys Routers are the perfect solutions for newly established small business network. The heart of network,
Linksys routers connects wireless or wired Ethernet devices to the network, to communicate as well as
connecting several computers securely to the internet using a single broadband connection.
Project : LINKSYS (a division of Cisco devices)
Designation : Escalation Lead/SME
Experience : 15-june-2006 to 29-aug-2008 (26 months)
The Job mainly involves design, configuring, implementing and maintaining various real time networking
scenarios both customer levels.
At technical level we implement Wired and Wireless LAN at both Switch and Router levels, real time design
and maintenance of Virtual Private Network (VPN) across different geographical locations. In addition, it
involves configuration of various networking devices like Wireless Repeaters, Wireless Gaming Adapters,
Wired/Wireless Print Servers, Layers 2 switches etc. have been taking escalation issues regarding the above
resolutions as well.
Devices Worked on:
Linksys
 Wired and Wireless Routers
 Wireless Access point
 Gaming adapter
 Wireless music Bridge
 Power over Ethernet and Printer Adapters
Networking Knowledge:
 Basic knowledge in Networking
 Ethernet switching, STP, VLAN
 Wireless network connection
 Troubleshooting and solving the connectivity issues within LAN
Education:
Bachelor Of Technology (Electrical and Electronics Engineering) from JNTU, in 2006 with aggregate
65%..
Intermediate from Sri Vani Jr college, Ongole, India, in 2002 with aggregate of 74%..
High School from Aditya public school, Ongole, India, in 2000 with aggregate of 78%..

6. Personal Details:
Fathers Name : Shaik Khajavali
Date of Birth : 28-03-1985
Nationality : Indian
Gender : Male
Marital Status : Single
Languages Known : English, Urdu, Hindi, Telugu and Tamil
Declaration
I hereby declare that above mentioned information is true to best of my knowledge and belief
Date:
Place: Hyderabad Shaik Mohammad Raffi

7. Personal Details:
Fathers Name : Shaik Khajavali
Date of Birth : 28-03-1985
Nationality : Indian
Gender : Male
Marital Status : Single
Languages Known : English, Urdu, Hindi, Telugu and Tamil
Declaration
I hereby declare that above mentioned information is true to best of my knowledge and belief
Date:
Place: Hyderabad Shaik Mohammad Raffi