1. Selvi Indira Mani Flat #301, block C-8, Sanskruti Township,
Contact No.: +91 8886788067 Pocharam, Ghatkesar,
E-Mail: imselvi@gmail.com Hyderabad 500088
Career Objective
“To be part of an environment that promotes team effort and provides opportunity for growth. Eager to take up higher roles
and responsibilities, thus emerging as a better professional and contribute significantly to the growth of the organization.”
Professional Synopsis
• 2.5 years of experience in managing the Monitoring, Incident Management and Change management team.
• 6.0 years of experience in handling various responsibilities in a team which provides L1 & L2 End-to-end
Operational support services for Desktop and Hardware Accessories and Client Application.
• Skilled in generating reports from Service Now, Nagios XI and preparing the SLA reports using MS Excel
Data Analysis.
• Nagios XI Administrator / SharePoint Administrator/ Configuration controller/ CMDB for the project.
Work Experience
Currently employed with Infosys Technologies Limited, Hyderabad, India
Duration of Employment: 8.5 years
Company's Name: INFOSYS Technologies Limited
Designation: Technical Analyst
Project 1 May 2015 till Current
Project Name: NBTY Inc.
Overview of the project: NBTY Inc., formerly known as Nature’s bounty, Inc., is an American manufacturer of
Vitamin nutritional supplements which are distributed under many third party brands in the United States and
Internationally. Other brands owned by NBTY include Holland & Barrett (UK), Rexall, Solgar, Precision Engineered.
Project Description: We provide IT infrastructure support for the client after the migration of the
applications from OMCS environment to the NBTY datacentres in US & UK-Linux and
windows server, Oracle Database, Middleware, Hypervisor administration and 24*7
monitoring for all the components related to OMCS environment including Hypervisor,
OS, Middleware, Oracle database and application.
Role: Team Lead – Incident Management and Change Management Team, Nagios XI Admin
(May 2015 to Current)

2. Responsibilities:
• Managing the L1.5 Monitoring team which provides 24*7 monitoring for all the components Linux servers,
Windows servers, DR hosts, Hypervisor, OS, Middleware, Oracle database and application using the
Monitoring tools like Nagios XI and database monitoring using the tool Oracle Enterprise Manager.
• Also managing the Change management team involved in the creation of the Change, Approval and distribution
of the changes to the various Escalation Partners.
• Skilled in generating reports from Service Now, Nagios XI and preparing the SLA reports using MS Excel from the
raw dump generated from Service Now and involved in Data Analysis.
• Nagios XI Administrator / SharePoint Administrator/ Configuration controller/ CMDB for the project.
• Incident Management, Change Management and Problem Management in line with ITIL framework
• Presenting Weekly & Monthly Server availability Reports to Client
Project 2 May 2013 to April 2015
Project Name: American Express, USA
Overview of the project: The American Express company also known as Amex , is an American multinational
financial services corporation headquartered in Manhattan’s Three world Financial
center in New York City, USA and it is known for its Credit card, Charge Card and
Traveller’s check businesses.
Project Description: We provide IT infrastructure support for the client – Linux and windows server
administration, 24*7 incident management and Change management.
Role: Team Lead – Incident Management and Change Management Team
(May 2013 to April 2015)
Responsibilities:
• Managing the L1 Incident management team which monitors and distributes the incidents in Service Now and
also monitors the alerts generated by the BMC tool and acts on them.
• Skilled in Critical Incident Management and maintaining the SLA adherence.
• Good at Change Management process and presentations of the changes for approval in the
Change Advisory board.
• Had been the Configuration Controller for the team.
• Had been the SharePoint site admin for the team.
Project 3
Project Name: Service Corporation International Houston, Texas, USA.
Overview of the project: SCI is a largest funeral and cemetery services company in North America, operates
more than 1,800 funeral homes and about 400 cemeteries in 43 US states, 8 Canadian
provinces, the District of Columbia, Puerto Rico, and Germany (for now).
We manage approx. 1000 (Production, test, development) Windows Devices spanned
across 2 datacenters Houston, Dallas and provide 24*7 support to SCI users. SCI have
mixed platform which includes physical servers hosted on HP & IBM hardware as well
as Virtual Platform, hosted on ESX servers & Xen servers.

3. Project Description: The primary responsibility of the project is to provide L1 and L2 Service Desk support
to the end users on Desktops/Laptops/Tablets/Printers/Scanners/Company provided
Equipment, Network, Application support and Licensed & Non-licensed Software
Installations (Includes installation of OS) and support on Critical client financial
application.
Roles played in the team: Team Lead – L2 (June-2012 to April 2013)
Member of the Command centre /Member of the Transition team
(Oct-2010 to Dec 2010) - Houston Texas, USA
Desktop Engineer/Subject Matter Expert (SME) & Quality Analyst (Aug 2007 to Sep 2010)
Responsibilities:
 Skilled in Report generation based on client requirements using SQL server Management Studio, Crystal
Reports,
and Cloud Reporting.
 Level 2 support by Phone, Emails and Chat Sessions for Printers, Scanners, Hardware issues, VPN,
McAfee, OS deployment, and all Microsoft Applications support and Break fix.
 Thin client support within a remote desktop environment with virtual desktop.
 Provided high level Escalation assistance by contacting Third party Vendors for Hardware and Software
support.
 Installation of various software for business related applications for End Users.
 Have managed level 1 & 2 Support teams.
• End-to-end operational support services for Desktop and Hardware Accessories and Client Application.
• Understanding and Documenting client’s operating environment
• Involved in Incident management - Troubleshooting issues, fixing and Preparing Docs.
• Advanced troubleshooting issues related to Desktops/Laptops/Tablets , Printers and Scanners, Installation of
OS and Software, All internet & Client Application Issues
• Understanding and Documenting client’s operating environment
• Point of Contact for Desktop Support & Application Support
• Played the Role of SME for the Team and Created Documents on the Issues for the Team
• Mentored Team mates and provided training to the New Recruits in the Team
• Ensuring proper routing of the tickets to various departments.
• Preparing new reports and Data analysis required by clients
• Client communication for implementing new processes.
• Planning the future plans as expected by the client and monitoring the same to meet the client requirements.
• Data analysis and reviewing the trend of issues.
• Performed Quality Audits on Incidents to improve the quality of service provided.

4. • Part of the Onsite project launch team for a Critical Client Financial Application (Handlon Management
Information system)
Academic Qualification
B.Sc. HSC (10+2) Matriculation (10th
)
Queen Mary’s College Sri Sankara Mat. Hr. Sec. School Sri Sankara Mat. Hr. Sec. School
Chennai Chennai Chennai
Mathematics (1st
Class with distinction) Mathematics with C.S. 89% 83 %
 University of Madras State Board  Matriculation
Certification & Trainings
 ITIL ® Foundation Certificate in IT Service Management
 MCTS 70-667 – TS-Microsoft SharePoint 2010 Configuring
 Business English Certificate (Pre) -Council of Europe level, University of Cambridge, England.
 Undergone internal trainings conducted by Infosys like: Client Interfacing skills, Presentation skills, coaching skills,
written communication, Time management skills, Leadership skills etc.
Technical Proficiency
Operating System: Windows Server 2003 /2008/2012, Windows XP /Vista /7/8
Tools Service Now ITSM tool, Heat Ticket tool, Nagios XI, Nagios XI Fusion, Oracle
Enterprise Manager, BMC tool, Microsoft Office 2003/2007/2010/2013,
SharePoint 2010
Network technologies DHCP, DNS, TCP/IP Concepts, WAN Technologies
Achievements

 Adjudged as “Most Valuable Player “at Infosys for the splendid performance in the last one year.
 Received “Infosys Star Performer Award “award at Infosys in the year 2014.
 Received Quarterly awards like “ Bravo “ and “Spot Award” many times during the tenure of my career in Infosys
 Received Client appreciation for successfully completing the transition of the newly launched Critical Client
Financial Application.
 Received numerous client and internal appreciation for maintaining the SLA for the team, commendable customer
service, training and mentoring the team.
Personal Information

5. Date of Birth: Aug 26, 1985
Father’s Name: C. Mani
Mother’s Name: M. Indirani
Hobbies: Travelling to Places, Gardening and Cooking
Languages Known: English, Tamil, Hindi & Sanskrit (Read & write)
Birthplace: Chennai
Passport Details: Passport number- G5556153
Visa Class: US - B1/B2 (Multiple Entries) | Visa Validity : Till Sep 2020
Hyderabad (I.M.Selvi)

6. Date of Birth: Aug 26, 1985
Father’s Name: C. Mani
Mother’s Name: M. Indirani
Hobbies: Travelling to Places, Gardening and Cooking
Languages Known: English, Tamil, Hindi & Sanskrit (Read & write)
Birthplace: Chennai
Passport Details: Passport number- G5556153
Visa Class: US - B1/B2 (Multiple Entries) | Visa Validity : Till Sep 2020
Hyderabad (I.M.Selvi)