1. Classified - Internal use
CURRICULUM – VITAE
Suman Saurav
14-1, Jalan 6/91, Taman Shamelin Perkasa
Charas, Kuala Lumpur 56100, Malaysia
Mobile: +60-1127636690
Mail-ID: s1.saurav@gmail.com
Objective
I am seeking a challenging position in a pleasant working environment, which will permit me to continue practicing
and expanding my skill set and knowledge base. In addition, I am eager to contribute my creativity and hard work
towards the success of your company and to the growth of the fast developing field.
Work Experience
8 Yrs. Experience in ITSM (IT Services Management) Transition, Implementation, Process Documentation and
Operations pertaining to Manage IT Services.
Achievements & Training Programs
Successfully Completed training Program of PMP from Nityo InfoTech.
Successfully Completed training & certification program of ITIL Foundation
Successfully completed training and certification of Effective Problem Solving and Decision Making
Completed training Program of MICROSOFT CERTIFIED SYSTEM ENGINEER (MCSE)
IT Skills Set
ITIL Process/Process: Incident Management, Change Management, Problem Management.
Incident Management: Managing incident resolution from initial occurrence to successful
outcome. Negotiating with other managers to establish priorities. Working proactively in
identification of top recurring incidents. Assisting with development of incident process
documentation & incident reports. Communicating with all levels of management.
Change Management: Sound knowledge of Change and Release Management processes.
Managing change request from initial occurrence to successful outcome. Assisting level 2 in
order to monitor the change request.
Problem Management: Identifying single or multiple Incidents that exhibit common
symptoms. Assisting Level 2 team in finding and resolving the root cause of a problem and
prevention of incidents. Reducing the number and severity of incidents and problems on
the business, and report it in documentation to be available for the first-line and second
line of the help desk.
Vendor Coordination: Managing Corporate IT Hardware, Software and Services
vendors through metrics, SLA’s. Extensive experience in negotiating and structuring global
Software, Hardware and Services agreements. Experience in managing monthly service
level agreements to ensure vendor compliance with company objectives. Prepared weekly
vendor status reports for upper management.
IT Procurement: Experience in Procurement of IT products and services like Desktops,
Laptops, Servers, Software’s, Storages, Testing Tools, Printing Services, IT Support
Services, Professional Services, RAMs, Tapes etc. End to end handling of requirements
starting from receipt of Purchase Requisition to delivery of Equipment and Payment to
Vendor. Creating PO’s.
Mail Clients: IBM Lotus Notes, Microsoft Outlook.
Good analytical skills to review understand and interpret documentation (MIS, SOP’s,
Weekly Report)
2. Classified - Internal use
MS-Office: Good command on MS-Office (Word, Excel, Power-Point, and Access).
Proficient in preparing MIS Report, Annual Report, Vender Management Report, Pending
Incident Report.
Ability to prioritize and deliver service, to agreed service levels, within a diverse and
constantly changing technical environment.
The ability to work under pressure to meet deadlines whilst maintaining quality.
Career Profile
Yonex_Sunrise Sports Sdn. Bhd. (52270-U)
Asst. Manager IT Service June’13 – Till today
Team Size: 15 resources
Job Description:
Currently, I am working with Yonex_Sunrise Sports Sdn. Bhd, as Asst. Manager-IT Service, IT
Processes & Operations at Yonex_Sunrise. At Yonex_Sunrise, I am assigned to handle global IT Infra
to provide support and managing IT Operations (Desktop, Laptop, Printers, Helpdesk team,
Network, Server & Asset Management Services) across World.
Handling Service Desk Operations & Escalations:
ITIL Services Proficient: Incident, Problem, Change, Release and Service Desk.
Maintaining the shift roster.
Handling escalations on daily basis in terms of monitoring the calls that are likely to breach the SLA.
Also, ensure adequate support is solicited on the escalations made.
To make sure the all Critical and Major Incidents are addressed within SLA response and sending out
the Critical Alerts for such Incidents.
Highly customer oriented and efficient problem solving skills.
Good understanding in concepts like production release, deployment and change
management.
Ability to identify trouble spots quickly and an excellent team player.
Performing admin task like creating/deleting/maintaining lotus notes/Exchange/SAP accounts, active
directory accounts and other organization based application/database accounts.
Ability to work independently under pressure.
Reporting and Call Review:-
Reviewing Pending Calls, generating different reports from tool, taking follow-ups with the specialist
teams for faster resolutions, initiating escalation as and when required.
Preparing training manuals, SOP’s, MOM, Reports as and when required.
Preparing processes and procedures.
Client Communication for existing or New Services:-
Review all critical communications to be sent to client.
Efficient Coordination of multiple teams for quicker resolution of the issues with minimal
effect on business. Continuously follow-up with support team for relevant notification
updates as per SLA.
Efficient Coordination of different global vendor support to resolve technical problems.
Coordinating with global IT person, global IT Regional Heads to arrange missions for
different sub offices as and when requested by global vendors to resolve LAN/WAN issues.
Strong verbal and written communication skills with excellent telephone etiquette.
Maintaining customer satisfaction at 95% w.r.t support rendered by the team.
Punj Lloyd Group Ltd.
3. Classified - Internal use
Site IT Incharge (Engineer Grade-E0) (July’12 – May’13)
Location: Sikkim Airport Project (Airport Authority of India), Sikkim
Environment: ITIL Services Proficient: Incident, Problem, Change, Release and Service
Desk.
Responsibilities:
Working in ITIL environment.
Reviewing Daily Call report, sharing with customer & Program manager.
Reviewing Pending Calls, taking follow-ups, initiated escalation as and when required.
Preparing Dash Board, Weekly /monthly MIS Report with customer & PM.
Taking ownership of user problems and being proactive when dealing with user issues.
Managing and maintaining Incident lifecycle and request queues.
Checking mails and taking necessary action.
Supporting Internal PunjLloyd Ltd software’s; Lotus Notes Mail, Google Apps Mail, MIDAS, Oracle 11i
and other Software & Applications.
Doing Vendor Coordination for their services
Trouble shooting common errors by taking remote control of user’s system.
Coordinating for IT Audit, auditing all desktop/laptop, network, server, software license, vendor
agreements and all customer business application activities.
Preparing various reports for auditing and submitting to customer.
Punj Lloyd Group Ltd.
Site IT Incharge (Engineer Grade-E0) (Feb’10 – June’12)
Location: ASCENDAS International Tech Park, Pune
Environment: ITIL Services Proficient: Incident, Problem, Change, Release and Service
Desk.
Responsibilities:
Taking ownership of user problems and being proactive when dealing with user issues.
Managing and maintaining Incident lifecycle and request queues.
Checking mails and taking necessary action.
Supporting Internal PunjLloyd Ltd software’s; Lotus Notes Mail, Google Apps Mail, MIDAS, Oracle 11i
and other Software & Applications.
Doing Vendor Coordination for their services
Enhancing the skill set of engineers as per site requirement with the involvement of
Regional TSG.
Coordinating with CII out location’s engineers and end users to resolve the task.
Handling the all Engineer of PAN India Account CII.
Accountability of all FMS call’s closer of local & PAN India account.
Handling Asset Management and Vendor Management.
Ensuring that there is no Violation in SLA for Skill support calls.
Configure the proxy on the client sides (so user can use the internet)
Looking the AD, DHCP, File server maintenance
Providing 1st line technical support; answering support queries via phone, email and fax.
4. Classified - Internal use
WIPRO InfoTech Ltd. (NH Infomedia Ltd)
Sr. Engineer (Nov’08 – Jan’10)
Location: DHL Lemuir Logistics Pvt. Ltd, Delhi-NCR
Team Size: 10 resources
ITIL Services Proficient: Incident, Problem, Change, Release and Service Desk.
Performing as a shift leader according to shift roster.
Giving First Level/Second Level support to users in the installation, configuration, maintenance and
operation of the ICT Infrastructure such as Servers, Desktops, Laptops, Printers, Communication
devices, Network issue and other IT equipment, by regular monitoring, analyzing and resolving the
problems.
Handling escalations on daily basis in terms of monitoring the calls that are likely to breach the SLA.
Also, ensure adequate support is solicited on the escalations made.
To make sure the all Critical and Major Incidents are addressed within SLA response and sending out
the Critical Alerts for such Incidents.
CMS Computers Ltd.
FMS Engineer (Oct 2007– Nov 2008)
Client: Hindustan Times, Delhi.
Team Size: 25 resources
Environment: Windows 2003 Server, Windows XP platform with LAN/WAN (VPN based)
Responsibilities:
Working in ITIL environment.
Troubleshooting at client end approx. 15 -20 internal clients’ visits per day on an avg.
Coordinating with Service Desk for user’s call.
Coordinating with vendors.
Troubleshooting email and database related problem on Lotus notes client side.
Accountability of all AMC & FMS call’s closer of local/NCR & PAN India account.
Handling the Spare transaction with the Back office & provide the Quality of Service to the
customer.
Ensure all reports to projects (internal or client) are escalated to the concerned head.
Educational Qualification
Year Course Board/University
2008 M.C.A IGNOU (New Delhi)
2008 B.C.A IGNOU (Muzaffarpur)
2001 12th
B.I.E.C. (Patna)
Personal Details
Date of birth: 10th
Nov 1984
Languages known: English & Hindi
Sex: Male
Father’s Name: Mr. Suresh Pd. Sah
Date……………………… (Suman Saurav)
