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