This document provides a summary of Ameet Kumar Patro's work experience and qualifications. It summarizes that he has over 13 months of experience in IT operations management and service support at Wipro InfoTech, where he currently works on the incident/service desk management team. It also lists his academic qualifications which include a post graduate diploma in banking management and a bachelor's degree in computer science.

1. G A m e e t K u m a r P a t r oG A m e e t K u m a r P a t r o
Mobile: +91-9776666034
MG ROAD, GURGAON, DLF PHASE 4
Email: ameetpatro@icloud.com
EXPERIENCE SUMMARY
A competent professional with 13 months of experience in IT and Operations Management & Service Support
Management. Presently working with Wipro InfoTech in Incident/Service Desk Management Team.
Over the span of 13 successful months with Wipro, have developed a fair knowledge in the field of Client
Services, Service Delivery, Team Management and Trainings. And also gained expertise in the areas of IT
Operations, Incident Management, Problem Management, Change Management, Business Development and
Account Management with one of the leading IT and ITES Industry.
AREA EXPERTISE/KEYAREA EXPERTISE/KEY COMPETENCIES
• Major Incident Management, Problem Management, Service Desk Operations, RSA.
• Impact Analysis, IM Operation’s & Back Office Management.
• Framing work direction and plan for the associates after thorough assessment of their
capabilities.
ACADEMIC QUALIFICATION
• Post Graduate Diploma in Banking Management (PGDBM), Noida
• Bachelor of Computer Science “Roland Institute Of Technology”
• Higher Secondary School Examination “Takshashila Residential School”
• HPSM Ver. 7.01, RSA Troubleshooting, Active Directory, IDAM.
• Good knowledge of WINDOWS-XP, Windows-7
• Knowledge of Other Common Application Software such as MS-Office, Outlook, Webmail’s.
• Handling Major Incident issues (MIMP) and Service desk operations.
• Creating Reports, Schedules, Presentations.
• Managing Customer relationship by Internet (E-mail, WEB), other Communication System.
• Get the work done before the Target Duration and Self Evaluation.
TECHNICAL SKILLS
MANAGEMENT SKILLS

2. 1.
Company Name WIPRO INFOTECH,GURGAON
Designation Technical Coordinator ”Service Desk”
Duration January 2016 till present
• Drive the efficiency and effectiveness of the Incident Management process Identify the impact and
Urgency of incidents.
• Handling the issues related to High Severity Call Logs (Incident Management)
• Ensures effective communication to Senior Management, Customers, Users, and Technical staff.
• Risk Assessment of all the Changes and deciding the severity of the change.
• Working with Incident Management team who handles all the Critical issues impacting the services on
priority and ensuring the services are up as per signed SLA with the customer.
• Timely review, amendment and updating of Process and Policies and also designing of various Report
templates and audit of reports on timely basis.
• Have been a part of various Quality processes and have played a key role in documentation of various
processes for Day to day operations.
• Working as a Technical Servicedesk Coordinator at Wipro Site, MIT Department and Aircel Project.
• Working on HPSM Ver. 7.01 for Management of User Call Tickets.
• Troubleshooting the RSA related Issues and provides remote Support.
• Have been responsible for handling the RSA troubleshooting at L2 level.
• Communicating with clients to resolve problem related to services or computers.
• Provide first level of technical support to users over the phone and via Remote Desktop for quick
solutions.
• Prepare and Share various reports with the customers based on their environment and needs.
• Handling day to day escalations of SLT users and ensuring proper delivery of services.
• Handling Client Emails and ensuring revert within SLA.
• Leading a team of 12 people on Service Desk and handling Escalations.
• Assist Team members to completion of the given tasks.
• Handling users on Web and telephones.
WORK EXPERIENCE
KEY RESPONSIBILTY

3. • Working as a Service head, System & Network Engineer.
• Work Scheduling for team members.
• Planning & handling various employee policies, strategies and benefits.
• Clarify mission, goals, responsibilities, priorities and expectations.
• Meeting with the customers to evaluate their requirements and expectations.
• Communicating with clients to resolve problem related to services or computers.
• Technical Support for Network Troubleshooting.
• Responsible for all hardware and software installation and configuration.
• Network Designing and implementation for the clients.
2.
Company Name IENERGIZER ( SAMSUNG PROCESS)(NOIDA)
Designation Technical Support
Duration Jan 2015 to Dec 2015
Fathers Name : G Mahendra Kumar Patro
Date of Birth : 17th Feb 1992
Marital Status : Unmarried
Languages Known : English, Hindi, Oriya,
Contact : +91-9776666034
Email : ameetpatro@icloud.com
Area of Interest : Computers, Bike riding, Music.
(G AMEET KUMAR PATRO)G AMEET KUMAR PATRO)
KEY RESPONSIBILTY
PPERSONAL DOSSIER