Naveen Kumar Srivastav
- 1. Naveen Kumar Srivastav Rohillas 34-B, Ground Floor, Mahalaxmi Gargen, Rajendra-Park Gurgaon, Haryana, Mob: - 09953115006 OBJECTIVE To excel and grow in the sphere of Information Technology by working with such a growing organization, which gives me better opportunity to prove my skills & rewards to fulfill my dreams as well as of organization. SUMMARY OF SKILLS AND EXPERIENCE • Total Twelve years’ experience (Nine + years in IT Service and Support & Three + years in Non IT). • 4 Years’ experience as Service Management in Bharti Projects (Incident, Problem & Change Management). • 1 Year experience in DIAL Project as a Project Manager. • 3 Years’ experience in Bharti Wal-Mart & Bharti Retail Corporate Office as a Team Lead-End user support (on behalf of Info services). • 2 Years’ experience in PCS Technology & CMS Computers as ‘Sr Technical Support Engineer’ & FMS Engineer. • Four years’ experience in UP State Yearn Company, Siddikpur (Jaunpur), UP, INDIA as SQC Checker. PROFSSIONAL EXPERIENCE April 2015- to till date IBM India Pvt. Ltd. Job Profile: Incident & Problem Management Posted at Bharti infratel Pvt. Ltd. • Request Fulfillment, Incident, Problem Management Process owner. • Carrying out root cause analysis for the S1&S2 incidents. • Identification and resolution of problems proactively or reactively. • Conclude the RCA (Root Cause Analysis) based on the input from incident management and SMEs input by using RCA methodology like 5 why, brain storming, etc. • Repeat issue analysis for smooth operations. • Appropriate actions taken to resolve a problem to prevent future incidents and problems and the activity of closing the problem record and a Major Problem Review initiated where criteria met. • RCAs and action plan for control issues to be provided as per agreed timeline. • Where possible, root cause of a problem and its subsequent resolution is established • Reduction of incidents and problems to an acceptable risk at an acceptable cost • Data analysis and prepare presentation for IM and PM for improvement of processes. • Potential incidents or the recurrence of incidents are prevented • Meet SLA for Sev1/Sev2 TAT and RCA closure by year end. • Ensure all Sev1 /Sev2 incidents are assigned to the correct resolver group within the response time SLA • Own client value in terms of value adds to the clients- through ensuring at least 1 innovation/value add implemented to the client per quarter. • Ensure the call to resolve Sev1 incidents is setup quickly < 15 min of the incident occurrence. • Ensure updates are correctly sent at the agreed frequency via SMS / Email and correct updates are posted in the Incident Management tool used in the account. • Ensure the escalation matrix is followed correctly at the prescribed times and log is maintained for the same as artifacts to be provides as required by management • Ensure Sev1/2 tickets are correctly downgraded to the next severity once the ticket is put into resolved state. • Drive process standardization and compliance • Ensure complete understanding and compliance and act with complete integrity in all business transactions • Ensure thorough and complete Integrity training and education for each staff member with zero tolerance
- 2. • Duration of problem life cycles are reduced • Improved communication of problems with all involved parties • Improved customer service and service quality • Maximized system availability and improved service levels • Establish a clear and coordinated approach so as to restore normal service operation as quickly as possible, • Minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained, • Participation in Security Audits, Compliance & reporting activities. • Present periodic Dashboard reports on the current program, future opportunities and client issues. November 2013- Mar 15 IBM India Pvt. Ltd. Job Profile: Project Manager Currently Providing IT Services at IBM Customer Location Posted at Delhi International Airport Pvt. Ltd. • Developing project schedule, activities & sequence them to meet the critical path targets of the project. • Planning communication, contract calendar, Feedback & reporting to stake holders in effective manner as per project schedule. • Identifying and executing new business growth opportunities for existing clients & value inflow to company • Recommendation on Scope of Work (SOW) based on customer recommendation with effective cost solution and service management strategy. • Using Quality principles to improve service improvement. • Hiring & deployment of Resources based on Resource Leveling & Crashing techniques. • Managing Technical & Operations team together focused on customer objectives to achieve business goals. • Support on Analysis, evaluating and recommending Client IT infrastructure needs to increase business productivity & performance. • Participation & execution of Service Management Processes to fulfill needs and improvements of ongoing IT Operations to get delivery excellence. • Managing Cost to achieve Targeted Gross Profit & Total contract Value in effective manner without disturbing project triple constraints Time, Cost & Quality. • Participation and hosting trainings, workshops based on need of technical & Operations team relevant to get desired output in client infrastructure. • Doing Risk assessment and giving recommendation to higher management • Supporting client to achieve high availability, SLA Compliance and finding loop holes in the system. March 2011- October 2013 IBM India Pvt. Ltd. Job Profile: System Support Specialist (Service Management) Currently Providing IT Services at IBM Customer Location Posted at Bharti Wal-Mart & Bharti Retail Corporate Office, • Responsible to new store deployment. • Collect of site information, layouts, Hardware requirement and Delivery, Site readiness, IT passive network setup, ID creation, Network Installation and Configuration, Hardware Installation & End to End Testing. • Coordinate with IBM vendor for resolution of issues along with Attendance Management system (Kronos) for Easyday Stores Operations. • Successfully migrate users from WAL-Mart Domain to BRL Domain • Email migration from Lotus notes to M S Outlook. • Ensure that the desired outcome is achieved within an acceptable timeframe, • Utilize key resources effectively, • Responsible for Incident, Problem and Change Management. • Carrying out root cause analysis for the S1,S2,S3 incidents • Establish communication standards for notifying incident progress and status, • Monitor and track all incidents, so as to contribute to the service level attainment with regards to Incident Management, • Minimize duration of incident life cycles and impact of any service outages associated with incidents, • Predefined thresholds are exceeded or service components are unavailable and the event is identified as an incident. • During operational monitoring, technical staff manually observe or experience a failure/disruption in the service and reports the incident to the Service Desk
- 3. • An unexpected result or unplanned impact, experienced during or post change execution is identified and logged as an incident. • Proper documentation of required configuration, both logical & physical diagram for better implementation. • Responsible for Data Center Operations & Backups. • Responsible for scheduling and managing the regular testing of facility equipment • Responsible for executing and tracking planned expense facilities work at the Data Center • Monitor and report on facilities, system utilization, capacities, and performance. • Coach, mentor and lead personnel within a technical team environment. • Handling escalated incidents. Carrying out incident trend analysis Costumer complaint solution and coordination. • Monitor adherence and compliance of process and procedures along-with regular reviews of existing process • Arranging for the training to internal team members in order to educate them on new IT related Process updates. • Executed and maintained Service management processes and disciplines in the areas of schedule and quality Management; Configuration management; Performance & Availability management; Risk / Issue management; • Understanding client business and relate it with the client infrastructure using optimization. January 2008- March 2011 Info Service Gurgaon, INDIA Job Profile: Team Leader Provided IT Support at IBM Customer Location Posted at Bharti Wal-Mart & Bharti Retail Corporate Office, • Responsible for technical management activities within the Service division & operations support at client sites. • Manage Operational escalations through Vendor and first level team. • Co-ordinate with various teams for resolution of calls. • Maintain the Team member’s records (like Attendance, Roaster scheduling, Engineer daily status reports and so on). • Maintain Daly, Weekly, Monthly and Call Reports & dashboards. • Handle all IT issues in Bharti Retail Head Office and escalated incidents. • Maintaining online record for Asset Management tool and reporting of all the IT assets. • Carrying out incident trend analysis & root cause analysis for the incidents • Arranging for the training to users in order to educate them on new IT related updates • Configuration & Troubleshooting of Lotus Notes & Blackberry Handsets. • Maintain IT document (like User’s ID, IMAC, SOD, Mailing ID, Network folder’s ownership right for user and so on). • Procedures as per business requirement and implement changes to improve day-to-day operations • Installation, Configuration and testing on Windows 7 & Windows Vista. • Managing the Active Directory, DNS, DHCP and File & Print Server. • Monitor WSUS Server and deploying the hot fixes and Security Patches for client computers released from Microsoft. • Responsible for backup onto different types of storage media. Like Tape Drive SDLT, DLT and LTO • Manage service call from beginning until the problem is resolved. • Implementation of ITIL Practices, training teams on process oriented approach. • Keeping Knowledge base updated with updated information like SOP's, Diagrams, contact and escalation matrix etc. • Troubleshoot Network Problems to ensure minimum Downtime and maximum availability of Network. • Review existing procedures and implement needed additional maintenance procedures. • Responsibility of achieving customer SLA's April 2007 – January 2008 PCS Technology. Ltd., Gurgaon, INDIA Job Profile:- Sr. Technical Support Engineer • Configuration & troubleshooting of Lotus Notes v 6.5 & 7.0 client & Blackberry. • Looking after installation of Lotus Same time providing telephonic support to various users sitting in remote locations • Setting Account Lockout policies and password policies all workstation. • Monitor DNS, DHCP, File server, Disk space, Processor Utilization, Network Utilization related to server. • Backup of User data, Domain Controller, etc on daily & weekly basis. • Responsible for Scheduled restore and unscheduled restore. And maintained on lion record of back up and restores tap • Install, configured and Trouble shoot Bharti Airtel VPN Client, Airtel Data Card, Wi-Fi & Antivirus Client software (Trend Micro & Symantec). Software. • Implement, installation, configuration troubleshooting, monitoring and testing device in the network
- 4. • Providing access permission to users for various resources.. • Configuration and installing CISCO Router 1700, 2500, 2600 Series & CISCO Switch 2950, 4500 Series. • To report to management daily, weekly and monthly on network performance. • Fallow up with Bharti team to maintain the connectivity between different sites • Perform a routine check of Laptop & Desktop like Antivirus, Windows Update and remove any unlicensed software. Jun 2006 – April 2007 CMS Computers. Ltd, Gurgaon, INDIA Job Profile:- FMS Engineer • Configuration & troubleshooting of Lotus Notes v 6.5 & 7.0 client. & Lotus Same time • Providing support to users sitting in remote locations • Creating archive mail on the user’s requirement. Tacking the backup • Supporting client side for Hardware, Software and Networking & Printer related Issues • Providing support other business applications MS-Office, Acrobat Reader, Acrobat Writer, Win Zip. • Inventorying and Maintenance of Hardware devices & switch and port details.. • Part of core team for providing technical support. Oct 2001 – April 2005 UP State Yearn Company, Siddikpur (Jaunpur), UP, INDIA Job Profile:- SQC Checker Posted at UP State Yearn Company.Responsible for: • Quality Control of the documents and yearn standards as per ISO Standard’s. • Handling all the filing and documentation for stocks. • Preparation of reports for departments heads for the error found in quality check parameters. • Follow-up of the gap closure with the stakeholders for all the gaps identified during the quality check. PROFESSIONAL QUALIFICATION & TRAININGS RECEIVED • MCP Window 2003 Server • MCSA on Windows Server 2003 • ITIL V3 Foundation. • Communication Soft Skills, Operational Excellence training in IBM • Completed 01 Year Diploma (CCNS) From CMS Computers South Ex New Delhi. EDUCATION Jun 2004 – Jun 2006 M.A Purvanchal University July 2001 – Jun 2004 B.A Purvanchal University July 1997 – Jun 1999 Intermediate U.P.Board, Allahabad July 1995 – Jun 1997 High School U.P.Board, Allahabad RECOGNITION & AWARD • Awarded as Best Employee (Hi5) for outstanding support in Bharti Retail Corporate Office SUMMARY Father’s Name : Late. Shri Umesh Lal Srivastav Date of Birth : 05-June-1983 Marital Status : Married
- 5. Nationality : Indian Languages : Hindi, English Email ID : nvn.sri@gmail.com Permanent Address : 4/142, Geeta Sadan, Vikash Nager, Lucknow-226002 (UP) Date: - (Naveen Kumar Srivastav) Place:-
- 6. Nationality : Indian Languages : Hindi, English Email ID : nvn.sri@gmail.com Permanent Address : 4/142, Geeta Sadan, Vikash Nager, Lucknow-226002 (UP) Date: - (Naveen Kumar Srivastav) Place:-