Harbindar Singh Gill has over 8 years of experience in IT and BPO industries. He currently works as an Incident and Change Manager with 5 years of experience implementing ITIL processes. He has expertise in incident management, problem management, change management, and service delivery. He aims to resolve issues promptly and ensure optimization of resources and operations.

1. Harbindar Singh Gill Page 1
Harbindar Singh Gill Address: Hyderabad
ITIL v3 Foundation Certified Contact No: 9581148686/040-29805208
Email: harbindarcse@yahoo.com
Summary:
In total to 8 yrs. of experience in BPO andIT Industry.
Currentlyworking as Incident andChange Manager having 5 years of progressive experience inITIL andService DeliveryinIT
Industry. Inadditional to this I have 3yrs ofexperience in handlingService Deliveryof BPO withexpertise in Sales.
PROFESSIONAL SYNOPSIS:
 Skills at handling/ resolvingTechnical andProcess related escalations and ensuringoptimizationof resources and
operations.
 Good communicationand presentationskills withdemonstratedabilities in training, team building anddriving
resources.
 Expert on ITIL process handlingmajor incident management.
• Expert in ManagingIncident resolutionfrom initialphase to ensure service restorationwith successful outcome
with minimal disruption to the IT services.
• Experienced inhandlingproduct and project deliverythroughthe Incident Management Process.
• Expert in working proactivelytowards identificationof toprecurringincidents and workingalong withthe Problem
Management Teamand providingrequiredinformation for the RCA of the incidents.
• Experienced increating Actionplan/ Back upPlan for the restorationwithinSLA.
• Expert in proactive analysisof incidents andperforming trendanalysis on data qualityparameters andKPI’s on
reportedincidents andpreparingdailyreports.
TECHNICAL SKILLS:
 Mac, Windows XP Pro, Vista and Seven(32/64 bit), 8, 8.1,10.
 Office Suite 2k7, 2010, 2013 and 2016.
 Installation and maintenance of Adobe, Microsoft Business and other vendor products.
 Hardware – Portables, Desktops and Printers.
 AD, Project Shares, Mailboxes and Distribution Lists.
 Wireless, VPN and LAN
Certifications:
 ITIL Certified (# Certification No.# GR750083172HG)
 A PMI Trained PMP
 HDI Certified Support Center Analyst
Professional Experience
1) Company Name: Zensar Technology
Job Duration: 02-Sept-15 to Till Date
Role: Technical Specialist – Lead
Roles and Responsibilities:
a) Incident/Escalation Manager:
 Quickly responds to all notifications of unplanned service interruptions from the customer as well as UXC.
 Provides primary initial incident support. Documents, categorizes and prioritizes incidents as they occur.
Ensures that incident routingdoesnot meet bottlenecks and that appropriate resources have been engagedto effectively
investigate and diagnose critical incidents.
 Understands SLA requirements and works to ensure those requirements are met when possible.
Aggressively drives conference calls with the customer, HP internal support teams and third party vendors.
 Provides timelyfeedbackto upper level management, bothHPand the customer on all incidents.
 Provides detailedRoot Cause Analysis(RCA) documentationto Problem Management andattends RCA meetings withthe
customer to determine the root cause of incidents, SLA infractions.
 Developedand documentedseveral Incident Management process models for the role of Incident Manager.

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b) Change Management Specialist:
 Responsible for assessing the overall organizational units affected by the change management system.
 Handle the tasks of developing, implementing and defining change management strategy
 Perform responsibilities of assessing the change management impact to the organization
 Handle the tasks of developing and implementing communication and publicity program
 Design and describe the target jobs and organizational structure
 Responsible for monitoringand evaluating organization's performance after implementing the change management
process.
2) Company Name: Apollo Health Street ( Sutherland Healthcare Solutions )
Job Duration: 09-Sept-11 to 31-Aug -15
Role: Sr. Support Engineer
Roles and Responsibilities:
a) Incident Manager:
 Responsible for the effective implementationof the process "Service Desk and Incident Management” and carries out
the respective reporting procedure.
 Represent the first stage of escalation for Incidents, shouldthese not be resolvable within the agreed Service Levels.
 Undertakingresearchfor the root-causes of Incidents and thus ensures the enduring elimination of interruptions.
 If possible make temporarysolutions (Workarounds) available to Incident Management. Developing final solutions for
Known Errors.
b) Change Management Coordinator:
 Handle the tasks of creating specific change management plans inline with the trainingand orientation of employees.
 Responsible for assisting change management specialist in generating strategies that leads to the successful
implementation of change initiatives in the organization.
 Responsible for implementing strategies for corrective action to achieve full organizational adoption to change.
 Coordinate with project teams to support them to integrate the projects with change management initiatives undertaken
by the organization.
 Handle the tasks of overseeing the development andoperationof change management methodologies andprocedures to
guide the adoption process.
3) Company Name: Genpact Ltd.
Job Duration: 07-Sept-10 to 08-Sept-11
Role: Process Developer
Roles and Responsibilities (Senior Analyst):
 Handledincidents relatedto Computers, Printers, Network andHardware via email, telephone andchat through elevated
multi-tasking abilities.
 Handled Multi-User incidents which involved sales and technical support.
4) Company Name: Sutherland Global Services.
Job Duration: 14-March-09 to 02-March-10
Role: Senior Analyst
Roles and Responsibilities:
 Managed Windows network (users, computers, printers, etc) with Active Directory.
 Created & managed OUs and Group policies.
 Took ownershipof issues raisedbyusers through Ticket management Tool, and resolved them in a timely manner
followed by documentation.
 Installed, Configured and Managed AD.
 Managed user accounts and provided share & Security level permissions.
 Created standard process for group policy deployment.
 Security- Antivirus and Microsoft patch updates compliance management.
 Created and maintained user accounts and rights.
 Handled Resolution SLA with Minimum SLA breach.
 Configured New Machines, Network Printers and Peripherals as per requirement.
 Maintained and updated McAfee Antivirus in user’s computer.
 Updated servers with latest service packs and hot fixes.

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 Active Directory users and groups management.
 Managed Antivirus and Microsoft patch update compliance.
 Troubleshot user account lock out issues.
5) Company Name:CMC Ltd.
Job Duration: 14-01-08 to 13-March-09
Role: Senior Analyst
Roles and Responsibilities:
 Managed RSUnify application for Hindustan Unilever Limited.
 Database Maintenance-
 Restore & Backup.
 Create Database and save the backup file
 Scheduled Backup of HUL Database.
 Upgrade Database when required.
Other Skill Set
 Server Operating System : Windows 2003/2008
 Client Operating System : Windows 7/8/10
 Database : Oracle/MS SQL
 Mail Clients : Outlook2003/2007/2010/2013
 Tools : Service Now, CA Service Desk, BMC Remedy
 Project Management Framework : Agile
 Mail Clients : MS Outlook, Microsoft Exchange Server
Personal Details:
 Nationality : INDIAN
 PAN No : ARRPG7048Q
 Passport No : MG120687
 Sex : Male
Educational Qualification:
Bachelor of Engineering in the stream of Computer Science.
Other Achievements:
 Received Best Employee Award in Apollo Health Street -2014
 Received Best Employee Award for Q-1,Q-2 and Q-4 in Apollo Health Street – 2013
 Received Best Employee Award in Genpact -2011
I declare that all the above mentioned information is true to the best of my knowledge.
Name: Harbindar Singh Gill Date: