Satish Gawande is an IT professional with over 6 years of experience working for TCS. He has certifications in ITIL V3 Foundation and ITIL Intermediate in Service Operation. He currently works as a Problem Consultant and Major Incident Consultant on projects for Diligenta/Friendslife/Aviva. His responsibilities include problem management, major incident management, and continual service improvement. He has strong analytical skills, is a quick learner, and able to multitask and meet deadlines.

1. Satish Gawande
Contact No. : +91-8055913344
E-Mail ID: satishgawande91@gmail.com
OBJECTIVE
To work in an organization where I can utilize my skills and expertise and assist in the
growth of the organization there by enhancing my knowledge and professional growth.
PROFESSIONAL CERTIFICATIONS:
Professional Society / Certification Date Certified
ITIL V3 Foundation 24/02/2015
ITIL Intermediate in Service Operation 19/11/2015
PROFESSIONAL SYNOPSIS
 Good analytical skills and ability to handle new assignments and meet
deadlines.
 Swift learner and adapting capabilities.
 Competence for multitasking.
 A mind for planning and coordination.
 Group working capabilities.
EDUCATIONAL QUALIFICATION
Qualification School/College Board/ University
Year of
Passing
Percentage
Graduation
B.E in Electronics &
Telecommunication
Sant Gadge Baba Amravati
University
2012 68.00%
XII
Rajeshwar Union Jr.college,
Badnera
HSC Maharashtra state board,
Amravati
2008 79.00%
X
Holy Cross Boys high school,
Badnera
SSC Maharashtra state board,
Amravati
2006 74.00%
WORK EXPERIENCE
Working with TCS since 11July, 2012 Till Date
Client Name: Diligenta/Friendslife/Aviva
Project Title: FL BAU Service Management
Period: April 2013 till present
Position: Problem Consultant & Major incident consultant, Service Assurance Consultant
Responsibilities: Problem Management, Major Incident Management and Continual
Service Improvement
Special Software: Assyst Enterprise v 9.0, CCM & ITR
Project Location: Pune, Maharashtra, India

2. Problem Management:
 Raising Problem Records for all Major Incidents
 Conducting RCA with technical team and providing RCA report
 Preparing report for all recurring issues and conducting meeting with
resolver group for mitigate actions
 Communicating progress of problems to relevant parties
 Reviewing all "on-hold" problems and known errors
 Reviewing progress and results of Problem Tickets with client and (senior)
management
 Coordinate and facilitates problem resolution by engaging a variety of
support team.
Incident Management:
 Driving the efficiency and effectiveness of the incident management process.
 Producing management information, including KPIs and reports
 Monitoring the effectiveness of incident management and making
recommendations for improvement.
 Developing and maintaining the incident management system
 Driving, developing, managing and maintaining the major incident process
and associated procedures
 Reviewing and auditing the process
 Ensuring that all IT teams follow the incident management process for every
incident
Continual Service Improvement:
 Responsible for monitoring and improvement of the Service Provided.
 Monitoring the day to day activity of the different BAU verticals and analyze
them to find out the areas of improvement.
 To liaise and coordinate with different verticals to understand the limitations
and to chalk out the action plans.
 Monitor and review the metrics and present them in the Service Management
meetings.

COMPUTER PROFICIENCY
 Operating System – Windows , XP, Vista
 MS Office - Word, Excel, Power Point, Outlook
 ITIL Foundation and ITIL Intermediate in Service Operation certified
 Basic Knowledge of Change Management and Risk Management
 Basic knowledge of SQL server 2008

3. CO-CURRICULAR ACTIVITIES/INTEREST
 Singing and Playing Cricket, football and Badminton
 Active volunteer in college fest
 Worked as a coordinator in placement cell in college
 Organized annual project fest in TCS and awarded for the same
PERSONAL DETAIL
Father’s Name: Ramesh Gawande
Date of Birth: December 18, 1989
Languages Known: English, Hindi and Marathi
Gender: Male
Nationality: Indian
Marital Status: Single
Email ID: satishgawande91@gmail.com