1. Dharmendra
Mobile: +91 8956559984 E-Mail: dharmendray292@gmail.com
Job Objective
Seeking challenging assignments across the industry
Profile Summary
 A versatile and skilled Professional with almost 4.5 Years of Experience in IT Industry and have worked on various
skills
 Complete understanding of IT Service Management and ITIL Methodologies.
 Good experience in IT Service Management & having relevant Experience in ITIL of almost 3.7 Years
 Good experience in Process Design and reengineering.
 Hands-on experience in Process automation using macros in Microsoft Excel and Access.
 Hands-on experience in Application optimization projects
 Well versed in ITIL methodologies and instrumental in developing refined process models for delivery.
 Facilitate Continuous Process Improvement by measuring quality & effectiveness of various processes performed
across functions and identify opportunities for Process Standardization
 B1 level Certification in German Language from max Muller Bhavan pune.
 ITILFoundation V3 Certification-2016
Employment Details
 Working at Mphasis as Delivery Software Engineer Ltd from July’12 – Till date
 Worked at Sai systems International as Associate Executive , NC from August 2011 to May 2012.
Education
 Master in Business Administration(M.B.A) from Prist University Tamil Nadu .
Mphasis Ltd. - Delivery Software Engineer
Role: Incident and Change Management and Process Design and Process Automation.
Summary: To restore a normal service operation as quickly as possible and to minimize the impact on business operations,
thus ensuring that the best possible levels of service quality and availability are maintained following ITIL best practices
approach in adherence with the service-level agreements.
Key Responsibilities
Incident Manager
 Monitoring Incidents and Service Requests for the supported servers, first point analysis on tickets and to ensure
the tickets areassigned to proper resolver groups or other service lines based on the scope.
 Tracking of Incident from Opening to Closure, with timely communication to business.
 Responsible to handle Sev1& Sev2 incidents and escalate to Major Incident Manager when it becomes a Major
Incident.
 Communication with Business Clients and first point of contact/interface for application issues and outages
between Business and Technology Team.

2.  Make sure the all Critical and Major incidents are addresses within SLA and OLA response and sending out the
critical alerts for such incidents.
 Coordinate with Applications team to resolved incidents within SLA.
 Providing Execution Process document (EPD) walkthrough session to the internal teams when required and
making sure the teamis aware of the process.
 Conducting Ticket audit on Major Incident Sev1 / Sev2 on regularintervals
 Providing SLA reports to internal teams on Weekly to Monthly based on requirement.
 Documenting Monthly reports for all major or critical Incidents as per the client request. Analysis on SLA missed
tickets and negotiating with the client on exceptions.
 Communicate and work with Project manager to define metrics, performance goal and risk analysis.
 Responsible for planning and coordinating all the activities required to perform, monitor, and report on the
process
 Provide primary initial support , documents ,categorizesand priorities incidents as they occur .
ChangeManager
 Document and publish change order tracker.
 Conduct RFC impact analyses and risk assessments
 Ensure Change is accomplished in an orderly fashion to achieve the expected result without service disruption and
within agreed-to time frames
 Analyze change records to determine any trends or potential problems.
 Reviewing change requests for completeness and accuracy
 Working with service providers to schedule changes
 Provides Change Notification to Change Initiator and other affected Parties
 Monitors the successful completion of all RFCs to ensure that the processes used follow the Change Schedule
 Reviews and Evaluates the Change Process
 Analyzes the RFC if all the relevant supporting documents are attachedor not and accordingly approve or deny the
RFC.
 Analyze if the RFC has all the approvals; Technical approval and System Owner approvals.
 Analyzes, Prioritizes, Classifies, and Schedules RFCs
 For any SLAs that are Yellow or Red, works with the Change Manager to understand the root cause and corrective
plans to return the SLA to green status.
 Reviews weekly reports, provided by the Change Manager, summarizing the number of changes executed during
the previous week and planned for the current week, using a defined template
 Reviews weekly reports, provided by the Change Manager, for Post Implementation Review results for any Failed
Changes or Changes Implemented with Problems. Ensures the Change Manager shares CMIR results with failing
teams and actions to avoid failed changes in the future are implemented
 Conduct overall trend analysis and present to management
Process Design and Process Automation
 Perform process simulations and develop Process Flow Diagrams
 Perform a thorough review of customer’s inquiry and/or Request for Process Design information
 Process automation using Macros in MS Excel and Access.
 Develop processes and scripts for extracting and performing transformations with data
 Coordinating with the application support team for new process deployment in the application.
 Closely worked with the Process Transformation and Re-Engineering team on process improvement projects
 Perform process simulations and develop Process Flow Diagrams
 Perform a thorough review of customer’s inquiry and/or Request for Process Design information

3. Sai Systems International INC - Associate Executive
Role: configuration Analyst, Testing, Coding, AR caller
Key Responsibilities
Configuration Analyst
 First responsibility to maintain productivity: 100% and quality with 99.9% accuracy.
 Configure benefits as per summary of benefits (SOB).
 Test the plan with is coded by team, audit them and send it to external team .
 Design the plan as per requirement .i.e blue print, summary of benefits.
 Before starting analysis the plan and check feasibility of plan.
 Review all the documents which is received for coding.
 To create test cases as per plan to check the actual result against the expected result.
 If we stuck with any difficult query then we need to send mail to client for clarification.
 Conduct overall trend analysis and present to management
Queries Resolving and E-mailing
 Writing e-mail regarding mismatch of data, invalid references, required field data missing and other scenarios.
 Solving query and send response through email.
 Responsible to scrutinize and sort out the root cause of problem and solving queries regarding Quantity variance,
price variance, blocking account with refers to contract.
Personal Information
Father’s Name: Mr. Ramashrai Yadav
Mother’s Name: Mrs. Gyanmati Devi
Date of Birthday: 8th July 1988.
Gender: Male.
Languages Known: English, Hindi, and German.
Nationality: Indian.
Religion: Hindu
Marital status: Single
Mother Tongue: Hindi
Passport: Yes
Blood Group: B+
Alternative Email:dkyadav.yadav64@gmail.com
Address: A1102, Royestonea Magarpatta city Hadapasar Pune 411028
Hobbies: Listening Music, Reading Novels, Watching Movies
I confirm that the information provide by me is true to the best of my knowledge and belief.
Date-
Place- DHARMENDRA