Nikhil Sudrik has over 2.5 years of experience in ITES operations and IT incident management. He currently works as a Process Executive at Infosys BPO, where he is responsible for front desk support and level 1 incident resolution for Sysco Foods clients in the US and Canada. He is ITIL certified and experienced with tools like Remedy, ServiceNow, and Microsoft Office. His skills include incident tracking, escalation handling, application access management, and ensuring service delivery meets SLAs. He holds an MBA in Marketing and BSc in Biotechnology.

1. RESUME
NIKHIL B. SUDRIK
Mobile. +91-9881161586
Email Id- sudrik.nikhil@gmail.com
Professional Synopsis:
A dynamic, team spirited and performance driven professional, having 2.5 years of rich
experience in ITES. An ITIL certified and experienced professional. Lastly associated with
INFOSYS BPO Ltd as an process executive (Managed IT Services), PUNE Whereby
responsible for front desk and Level 1 support and was managing the incident of US based
Food serving company named SYSCO Foods through incident management tool called
REMEDY and have Ability to explore my knowledge to serve for the best of my organization.
Objective :
Seeking a better & responsible position in an organization specially in service operations that
gives me an opportunity to enhance my personal and professional skills in conjunction with
goals and objectives of an organization.
Primary Skills :
- ITES Operations / IT Incident management/ Ticket handling/ Escalation handling
- End User Support Management through Phone/ emails/ chat
Skill Set :
- Operating System: Windows XP/7/2003/2008.
- Mail Clients: Microsoft Outlook and Webmail
- Microsoft Office: Good knowledge of and hands on Microsoft Office System (including
Microsoft Word, Microsoft Excel, Microsoft PowerPoint and Microsoft Outlook).
- Applications: BMC Tools: Incident Management, Service Request Management ,Remedy
-Service Now - In Learning Phase and have thorough knowledge of it.
- excellent knowledge of event management, incident management, request fulfillment , access
management process as possess good hands on experience on.
- good knowledge of problem management as well.

2. Work Experience:
Since 25th
Mar 2013 -Till 14th
Aug 2015 in INFOSYS BPO Ltd, PUNE Site Worked as process
executive/ customer support executive
Client : SYSCO FOODS (US & Canada)
Position Held: Process Executive/ customer support Representative
Key Responsibilities :
- Deputed as support analyst and taking care of Incident management through incident
management tool called Remedy.
- tracking incident and ensuring the same is getting resolved or cater to by resolver group.
Follow up.
- gathering required information from the user and making changes for the same in order to
provide access to the tool and other functional settings with it in order to resolve the issue.
- experienced in managing applications, providing application access to user.
- Responsible for Level 1 Escalations and troubleshooting pertaining to Networks, End User
Devices, Applications used by users.
- Ensuring that service delivery takes place based on the Service level agreements (SLA).
- Keeping track of critical or major incidents and sharing RCA with customers and escalating the
same in needed as per standard procedure.
- Ensuring Prompt communication to all users in case of any Major failure or breakdown.
- Also involved in maintaining SLA doc for all the activities performed by the team, collect
performance data, analyze and publish (Maintaining share point database)
Certification:
1. ITIL certified : Foundation
2. ITIL Intermediate certified : in Service Operation (SO) by AXELOS.
Achievements :
- Got Best team player Award from client Sysco.
- recognized as very effective and sincere team player towards achieving goals.
- got SPOT Award for the team work

3. Professional Qualification:
 MBA in MARKETING from University of Pune (2012) with 65.42%
 Bsc in Biotechnology from University of Pune (2009) with 58%
 HSC from Maharashtra State Board (2006) with 55%
 SSC from Maharashtra State Board (2004) with 72.53%
Trainings Attended:
- ITIL foundation, ITIL V3.
- T100
- Business Communication Skills.
- Presentation Skills.
- Customer Centricity.
- Service now (incident management tool)
PERSONAL INFORMATION :
NAME : Nikhil Bhausaheb Sudrik
Date of Birth : 3rd Aug. 1988.
Marital Status : Married
Gender : Male
Languages : English, Hindi, Marathi
Hobbies : Reading Newspaper and Novel, Cricket, Snooker, Playing Cards and
Making new friends and Communicating with different people
Delcaration: I hereby with this declare that whatever information provided above is true and
best to my knowledge.
Date: Nikhil B. Sudrik