1. RESUME
Pradeep Kumar Srivastava Present Address:
Email-pradeeprp80@yahoo.com H.No.544 Ground floor
Mob. No-9891158583 Sec-39, Near Jharsha Gaon
Gurgaon-122003
OBJECTIVE
An enthusiastic and agile-minded IT professional with over Ten and half year in
ITservices delivery and project management experience that is familiar with all
the lifecycle of ITIL processes. A dynamic and hard working individual who has
solid technical background and also high level of customer awareness and
commercial focus. Possesses strong analytic skills and excellent
communications skills and ability to interact effectively with all the levels of
stakeholders.
Roles & Responsibilities:
 I am responsible for technical and IT supportrequirements and
resolves IT-related issues.
 Lead and motivate team mates with any issues or assist them in the
escalated issues
 Review and monitor service delivery report for all staff members with
respect to personal and team performance
 Management of call queues, work on emails, close escalated issues on
priority basis
 Training new joined analysts on various modules.
 Following critical Incident Management Process while working on
High Severity/Priority incidents
 Key Responsibility
1-Responds to customer technical problems/issues related to hardware, software
and networking via e-mail/chat, online, social media and phone.
2- Assists customers by diagnosing problems and providing resolutions for
technical service or care issues.
3- Uses troubleshooting techniques and tools to identify products that are
defective and follow guidelines in issuing service calls/contacts.
4- Advises/educates customers within procedural guidelines to ensure a
complete solution to their technical or service questions.
5- Identifies, researches and provides input on unique or recurring customer
problems.
6- Remains knowledgeable of product line, current industry products and
technologies.

2. 7- Focuses on delivering a positive customer experience according to client
standards.
8- Monitors and tracks issues to ensure accurate resolution.
9-May be involved in revenue generation activities with current customers.
10- Reviews and distributes pertinent cross-functional information.
11-Escalates more complex customer technical issues to senior level support.
Knowledge
 Technical
 Professional
 Business Acumen
 Comprehensive knowledge of a wide range of policies and procedures for
the work area.
 Integrates knowledge and experience as a skilled specialist.
 Possesses broad knowledge of related processes, disciplines and/or
technologies and their interdependencies.
 Possesses deep technical knowledge in area of specialization.
 Applies advanced principles, theories, concepts, and technologies as well
as knowledge of related disciplines to solve problems and deliver
solutions.
Problem Solving
 Judgment
 Complexity
 Ingenuity
 Complex technical problems, which may impact multiple work areas.
 Probes beyond the stated situation to identify underlying issues and
consider possible alternatives.
 Recognizes and acts on inconsistencies in data.
 May develop new techniques and procedures.
Work requires the exercise of discretion and independent judgment to
investigate and resolve problems or situations.
 Recommends and assists in the implementation of changes to policies
procedures as appropriate.
 Understands the implications of actions and decisions within work area
and across teams.
12- Resolves complex issues escalated from less-experienced team members.
 Relationships
13- Sphere of Influence
14-Communication
Contributes to area through the quality and efficiency of work.

3.  May contribute to the area by ensuring the accuracy of others’ work.
Applies communication skills to interpret technical information or to
provide technical advice/guidance.
 Builds trust; explains the rationale behind processes, approaches and
decisions.
 Anticipates future needs based on past transactions.
 Able to accurately and effectively communicate subject-matter specific
and/or technical topics to an audience unfamiliar with the nuances of the
discipline.
Working Experience
Total 10 Year Experience in (Technical Operations & Service Delivery)
 STAR India Pvt Ltd (Dec 2013 to Till now DL-2 Role – (Operations & Team
Lead)EUS (Wipro Info tech channel Partner RASPL)
 STAR India Pvt Ltd (Aug 2012 to Dec 2013) L-2 Service Delivery
Engineer(Omnitech Info solution Ltd)
 STAR India Pvt Ltd (June2008 to July 2012)Senior Service Delivery Engineer
(Allied Digital Services Ltd) and ( CMS Info systems Pvt Ltd)
 Parliament House of India.(May2007 to May 2008) Service Delivery Engineer
Engineer(CMS Info systems Pvt Ltd)
 ICICI Bank Ltd (1OCT 2006 to May2007) Trainee Service Delivery Engineer CMS
info systems Pvt Ltd)
 Field System Engineer(Inca InfoTech Pvt Ltd) July 2005 to Sep 2006
Mostendorsedfor….
 ITIL
 Project Management
 Servers
 Change Management
 System Administration
 Incident Management

4.  Telecommunications
 Management
 Integration
 Windows Servers
 Project Planning
 IT Service Management
 Requirements Analysis
 Team Management
 Account Management
 Team Leadership
 Operations Management
 Technical Support
 Problem Management
 ACHIEVEMENTS
1-Win a Client Best Work Appreciation Certificate in Star India Project
2- Arrange the IT Setup in Oxford Legal Symposium in Hotel Park and ICC
3- Arrange the IT Setup for CEO meetings in Hotel and Centers
4-New process implementation and termination Expertise
5-New office planning and shifting projects
ACADEMIC QUALIFICATION
 M.Sc (Electronics & Communication)
Kanpur University (U.P), Year-2005
TECHNICAL QUALIFICATION & CERTIFICATION
Hardware and Networking course from CMS COMPUTER INSTITUTE,
South EX. New Delhi
Modules- A+, N+, MCSA, CCNA

5. Certifications
MCP Certified
 Paper Code – 70-685 (Microsoft pro:Window 7,Enterprise desktop
Support Technician)
ITIL V3 Foundation Certified(Exin)
PERSONAL DETAILS
Name Pradeep Kumar Srivastava
Father’s Name Sri.R.P Srivastava
D.O.B 25-OCT-1982
Sex Male
Marial Status Single
Nationality Indian
Language Known English, Hindi
Hobbies Reading Computer Magazines, Dance
Place-
Date-
(Pradeep Kumar Srivastava)
------------------------------------------------------------------------------------------------------------