Rahul has over 4 years of experience in the NHS sector working as an Assistant Consulting Engineer at SopraSteria India in Noida, India. He has extensive experience in IT service desk operations, incident management, problem management, change management and other ITIL processes. Rahul has technical skills in programming languages like C#, databases like Oracle and SQL Server, and operating systems like Windows and Linux. He holds a BSc in IT and additional qualifications in computer science.

1. RAHUL
Email id:rahulshrivastava19@gmail.com
Contact No. : +91-9711133099
Synopsis:4 years of experience in NHS sector
o Presently associated with SopraSteriaas Assistant Consulting Engineer.
Work Experience
SopraSteria India,Noida(Nov-2011 – Present)
Project: NHS-IT
Client: National Health Service, UK
Skill Details:
IT Service Desk Inbound calls,provideFCR,FHR and FLR to users queries,ITIL, Access Management,
Problem Management, Change Management, IncidentManagement, Service excellence, Service strategy,
Internal Audit
Technology used: Oracle Apps, Exchange Server 2003/8,SQL
Duration:Nov-2011 – Present
Role and Responsibilities:
o Receive inbound call for ITService desk related issues which includes Password resetfor Oracle
Application,Outlook,Citrix,Aurora,Lotus Notes, Lync and NHS.Net email.
o Perform basic Troubleshootingby takingaccess of user PC for issuerelated to Active Directory,
Outlook, Configure email personal as well as generic,InstallingSQLDeveloper, Todd.
o InstallingVQSM(Application) used for loggingincidentbased on instanceand profile.
o Make outbound callsto provideresolution for user’s queries.
o Continuous Monitoringperformance of Citrix,Servers and restart server if performance is slow.
o Access management: Create users profileon Active Directory Citrix,Aurora,VPN, Share Drive,P
Drive, Home drive,NHS.Net, SharePoint,Knowledge Management, Generic Mailbox,Lync,
Personal mailbox,VQSM, IT Intranet, Brain wareand all the applicationswhich is requireby users
. To amend users profileas per requirement. To delete users access fromall theapplications to
which user have access after takingproper approval fromrespective users Line Manager.

2. o To Issuelaptop and RSA token to users after approval fromLine Managers.
o Create, Amend and End date users on OracleR12 and ISFE Instanceand BI.
o To Co-ordinatewith Level 2 and Level 3 support team.
o To ProvideFCR to users queries related, PO Invoices,Non PO Invoices,CMR, Workflow,
Notifications,MWO(Minor Work Order), Images stuck in system, Supervisor Hierarchy,login
Assistance,BI reports, and all the issues related to oracleapplication.
o Under the servicestrategy business role,I have closely worked with our ClientRelationship
Managers on drafting& executing various work orders consistingof bulk IT service requests,
Effort estimations.Certain services areidentified to be bulk in nature & a separatework order
needs to be brought in effect, bulk orders likenon Po rules setups in bulk etc.
o As an Incident Manager I am responsibletowards all theincidents (emails/Calls/Online self-help
requests) logged correctly under identified servicecategories. Also I am responsiblefor
completing the incidents within the given SLA & inform the management if any SLA for some
services needs to be updated/changed.
o Accountable for the complete IncidentManagement process:identification & recording,
investigation & diagnosis,resolution & recovery,and closureof Incidents.
o Providetimely communication duringand after the lifeof an Incident.
o Restore normal serviceas quickly as possibleto minimize impactof incidents on operations.
o Provideinformation that allows supportprocesses to be optimized and supportresources to be
directed where most required.
o Escalatethrough Line Management as necessary to ensure that Incidents areresolved in line
with the servicetargets / SLAs.
o Prepare regular and ad-hoc IncidentManagement reports.
o My role also requires me to act as a Problem Manager where I am required to keep a tab on the
kinds of queries getting logged, I had initiated a system on the incidentmanagement tool where
a particular query if logged more than 5 times for a day will trigger an alert, the alerthelps us to
see if there is anythingwrong with the system as samequeries were logged a number of times.

3. This helps us to identify a possiblemajor incident& take corrective action.Also as a Problem
Manager I am required to analyzethe trend of the incidents logged, if a high number of incidents
getting logged under a particular type,further investigation is done& corrective action is
initiated to reduce the impact. This can lead to change in some of the process/Procedures.
o Reviewing completeness & feasibility of the resolution implementation plan and coordinating
execution approval with relevant management, stakeholders & task owners.
o Monitoringthe quality and timeliness of problem activities in progress.
o Escalatingproblems or tasks thatarenot resolved within defined timeframes to TES and/or
interfacingteam management.
o Performing and coordinatingproactivePM, includingmonthly Incidentanalysis and applying
problem resolutions to other applicableareas.
o Preparingmonthly PM report containingProblemstatus/trendingand Incidentanalysis.
o As a Change manager I am required to initiatethe change requests logged, liaisewith the
respective teams & involvethem in discussionsto arriveatthe impactthe change may have on
their respective processes & to arriveata decision whether to go ahead with the change or not.
o Acting as Business Continuity Champ for Pune Location. Helpingmanager to prepare Business
Continuity plan and take all theapprovals fromCenter head and Security Head.
o Perform Daily,Weekly and Monthly auditfor the entire Incidentlogged in VQSM.
o Chairingdaily Hub Meeting for team Via Conference call.PreparingAgenda of meeting and MOM
of meeting and sharesame with Team.
o Assistmanager with all the data require for Internal and External Audit.
o Have initiated & implemented some process improvements as partof continuous improvement
for team.
o PreparingAged call report,Calls approachingSLT and chaseuser for update on same.

4. Technical Proficiency
Programming Language: good knowledge of C#, Data Structure, SQL
Operating Systems: Installing& Troubleshootingin Win-2000 &Win-2003,Win-2008 exchangeservers, LINUX,
UNIX.
Database: Postgres SQL, MS Access,MicrosoftSQL Server, Oracle.
Web Development: HTML, PHP, XML.
Tools: Dreamweaver, Visual Studio 2010.
Web Servers: Apache Tomcat, IIS Servers, Web Sphere
MS Office: office2013, good in excel, power point, word
Good knowledge of ITIL
Educational Qualification
BSc IT from Kuvempu University with 86%
GNIIT from NIIT
12th BIEC with 66%
10th CBSE from with 55%
Personal Profile
Date of Birth:28 Dec 1987
Permanent Address:F-2, Plot no- 1/8,Sec-2, Rajendranagar,Sahibabad,Ghaziabad
Marital status: Single
Hobbies: Photography, travelling,
Extra Curriculumactivities:
Won awards and certificates in Drawing & Painting competitions.
Coordinated Project report on Indoor Air Pollution & its effects on Health of Women staying in rural areas.
RAHUL