Anant Punekar is seeking a challenging position in service management utilizing his skills in service industries. He has experience in incident management, providing technical support and direction to resolve incidents for clients. He is proficient in technologies like BMC Remedy, Active Directory, Microsoft Office, Windows, and has experience managing Blackberry Enterprise Server, users, and monitoring the queue. He has over 10 years of experience in IT support and currently works as a Senior Practitioner providing level 2 support for Blackberry.

1. Anant Punekar
Sr,No. 18/1 Shrikrishna Nagar,
Opp Saraswati Vidya Mandir, Vitthal wadi,
Akurdi, Pune – 411035
+91 9823101567, punekaranant@gmail.com
Date of Birth: 17th June, 1982, Passport: H4145219
Career Objective:
Seeking challenging position in the Service Management fieldwhere I can utilize my skills and
gain expertise in service industry field through continuous learning.
Area of expertise:
Good understanding of information and telecom infrastructure technologies, mediate with the
customer as a focal point for all high priority and major incidents. Represent the team while
leading a severity 1, severity 2, and major incidents.
Provide technical direction and coordination to the resolver groups. Provide support and
participate in the change control board decision making meetings. Provide appropriate inputs
to the problem management process, includes RCA (Root Cause Analysis). Develop an
understanding of the client’s organizational structure and infrastructure environment.
Drive group chats and bridge calls effectively to resolve incidents. Good experience of sending
out executive alerts/communication mailers. Manage conflict situations and make quick
decision while driving incidents. Manage and drive third parties to the quick resolution of
incidents.
Good knowledge of use of escalation matrix appropriately to get appropriate level of focus from
technical teams and management.
IBM GPS PVT. LTD. Mar2014 – Till date
Airwatch, Blackberry Console & Blackberry Server.
Duration : 1st March 2014 – till date.
Designation : Sr. Practitioner (Technical Services)
 Meet and exceed Client Metrics.
 Drive/identify improvement areas in the assigned area/project.
 To understand client needs on the process changes, and ensure that the
team is aware of the same.
 To propose corrective/improvement solution.
 of Mobile Device Management (MDM)
 loit client’s existing MDM and mobility solutions to deliver maximum
business and productivity benefit to the organization.
 Solutions provided by VSDM
o Mobile Device Management
o Mobile E-mail Management
o Mobile Application Management
o BYOD (Bring Your Own Device)
 Monitor & conduct deepdive analysis on areas of opportunities within the
account and implement corrective actions, to help achieve desired results.

2. Technologies Used:
 BMC Remedy 7.1 and 7.6
 Active Directory
 Microsoft Office 2003, 2007 and 2010
 MS Outlook 2003, 2007, 2010 and 2013
 Windows XP and windows 7
 MS Exchange
 MDM Portal
Responsibility: Blackberry Console & Blackberry Server.
 Providing L2 Support for Blackberry Enterprises Server.
 Creating blackberry users on blackberry enterprise server.
 Monitoring real time queue on blackberry enterprise server and maintain
queue.
 Working on BMC Remedy Ticket Solution application.
 Maintain daily Blackberry server Health Check.
 Monitor & conduct deep dive analysis on areas of opportunities within the
account and implement corrective actions, to help achieve desired results.
IBM GPS PVT. LTD. June 2011 – Mar 2014
Incident Analyst.
Incident Management:
 Managing the severity level of incidents rose depending on urgency and impact.
 Managing all kinds of IT issues related to server (UNIX, Wintel), network, and
database.
 Analyzing technical issues and assigning those problems to concerned group.
 Monitoring the application availability using ticketing tools like Remedy Automated
Tool.
 Regular co-ordination with resolver, tech-group for updates within the Service Level
Agreement (SLA).
 Regularly monitor, control and manage the incidents generated for immediate
resolution, conclusion, and closure.
 Providing detailed analysis of issues including RCA (Root Cause Analysis).
 Preparing and reporting for all the open and closed incidents.
 Regular monitoring and controlling of all severity incidents logged till proper
resolution.
 Completely familiar with reports such as Opstat Report, Open Score Card, Incident
Summary, and Severity Dump, etc.

3. IBM GPS PVT. LTD. July2008 – May2011
Technical Support Executive.
 Manage different systems of diverse users.
 Manage proper resolution at desktop level.
 Manage user password through active directory.
 Implementing organizational unit within the Domain.
 Managing group policies and settings for local users and groups.
 Troubleshooting users system remotely.
 Remote installation of software into local machine within a domain.
 Understanding of operating systems, Windows 2000, 2003.
 Monitoring the incidents/requests logged in Remedy.
 Preparing various reports from Remedy.
 Good knowledge of functions in remedy such as relating, logging, updating, auditing
etc.
IBM GPS PVT. LTD. Dec2006 – June2008
Customer Care Executive.
Academic Qualification:
o 2006 – Master in Management Studies (MMS) from North Maharashtra University,
Jalgaon.
o 2004 – Diploma in Business Management (DBM) from North Maharashtra University,
Jalgaon.
o 2002- Bachelor of Commerce (B.Com) from North Maharashtra University, Jalgaon.
o 1999 - Higher Secondary Certificate (HSC) from SSMM College, Pachora, Dist:
Jalgaon, Maharashtra.
o 1997 - Secondary School Certificate (SSC) from SGS High School, Pachora, Dist:
Jalgaon, Maharashtra.
Professional Certifications:
 DCS (Diploma in Computer Software form Aptech Computers Pachora)