Vishal Guleria (ITIL Certified)

E-Mail: vishalguleria155@gmail.com Phone: (M) (91)901 524 5197

To secure a position as ITSM professional in order to utilize my skills with accuracy and efficiency while maintaining a motivated, productive, and goal oriented environment for the entire professional team on board while maintaining extensive customer loyalty.

Work Experience:

Associate - IT Service Management, Ciena India Pvt Ltd (Oct 2012 – till date)

Technical Support Engineer, Kelly Services Pvt. Ltd. (Nov 2010- Oct 2012)Worked as a Contractor for Ciena India Pvt Ltd project.

Job Responsibilities:

Incident Management:

Identify trends on high call volumes that indicate Major Incident is in Progress. Driving, developing, managing and maintaining the major incident process and associated procedures. Ensuring that all IT teams follow the incident management process for every incident.

Coordinate activities between multiple support groups to ensure adherence to extant Service Level Agreements where other groups are needed to resolve a single Service Desk incident.

Prioritize incidents based upon impact to the users and SLA guidelines. Delegates’ responsibility by assigning incidents to the appropriate provider group for resolution based upon the categorization rules.

Performs post-resolution customer review to ensure that all work services are functioning properly and all incident documentation is complete. Prepare reports showing statistics of Incidents resolved / unresolved.

Infrastructure Support Installs and maintains hardware and software, documents diagnosis and resolution of

faults, manages user passwords, ensures the efficient performance of servers, printers and computers.

Providing skills in supporting and troubleshooting network problems (wired/wireless) and also responsible for handling emergencies and outages in support with specialized groups.

Develops support procedures and strategies for systems, networks, operating systems and applications, solves problems and provides technical expertise and direction in support of system infrastructure and process improvements.

Service Desk: Performing a role of IT Service Desk team lead and ensures that the team is delivering

exceptional customer services. Monitor daily team operation and ensure smooth functioning of the team and process.

Responsible for tracking resource availability by proper work force management and work plan creation. Ensures that the team meets the defined SLA by proper monitoring of the metrics defined for the team.

Conduct team meetings and huddles and keep the team members updated about any process change or new services introduced in the system. Responsible for handling any escalations from the users in accordance with established ITSM processes and SLAs and accordingly update the management for any corrective and preventive actions to be implemented.

Knowledge-base Management & Service Request Management: Responsible to gather, analyses, store and share knowledge and information to improve

efficiency by reducing the need to rediscover knowledge. Manage and publish KBs’ to document identified workarounds, known errors and

related procedures. Ensuring that necessary information has been gathered from users and appropriate

approval is gained from the business owner before the submission of Service Requests. Review and manage the Service Request backlog as needed to ensure all SR’s are

correctly prioritized, scheduled and moved through the system with established ITSM processes and SLAs.

Access Control : Administer and provide user account provisioning. Manage new hires/termination

process, which includes setting up/deleting Active Directory accounts. Responsible for providing shared access to the Network Drives by creating Distribution

Lists and Windows Security Groups in Active Directory and set user permissions.

Mobile Devices Support : Responsible for creating/modifying/deleting Blackberry Enterprise Server accounts

(BES 5 and BES 10). Configuring & troubleshooting of Mobile Enterprise Solution (Blackberry/iPhone/Android) using MobileIron (MDM) in consultation with AT&T.

Solution Engineer, Quatrro Global Services Pvt. Ltd (Dec 2009 – Nov 2010)

Job Responsibilities: Responsible for installing and configuring computer hardware, software, systems,

networks, printers and scanners. Provide support to customer with issues like PC speed & performance, freezing and

crashing, data backup & recovery, Internet speed & security, Malware removal. Troubleshoot internet connectivity and networking related issues. Provide support for

various peripherals like Printer, Scanners & multifunction devices. Helping end users in investigating, diagnosing and solving computer software and

hardware faults. Logging and keeping records of customer queries. Updating self-help documents so

customers can try to fix problems themselves.

Technical Support Engineer, VCustomer Pvt Ltd (May 2009 – Dec 2009)

Job Responsibilities: Provide support for various routers, security appliances, switches, network storage

devices and other networking devices. Responsible for monitoring and responding to reported technical issues on NETGEAR

products. Supporting user with installation and implementation guidance for LAN and WLAN

networking on different operating systems and PDA devices also.

Academic Credentials: Bachelor’s degree of Engineering & Technology from Himachal Pradesh University

(IEET- Baddi), specialization in Computer Science & Engineering. Intermediate from Sr. Sec. School Sarkaghat (Himachal Pradesh) Matriculation from Himalayan Public School, Sarkaghat (Himachal Pradesh)

Technical Skills: Proficient in ITIL best practices, Incident Management and Service Management process.

ITIL V3 Certified. Strong understanding of Service Request/ Catalog Management (SRC), Network

Management, Configuration Management DB , Problem Management, Change Management/Release Management.

Maintaining and documenting business application configurations and specifications. Managing staff training and product acceptance for new projects.

Hands-on experience of administration and execution of ITSM tool - ServiceNow. Excellent knowledge of Microsoft Active Directory, Exchange 2003/2007. Strong

technical acumen in relation to Windows Operating systems: Windows7, Windows Vista,

Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003 and 2008. Knowledge of LAN/WAN technologies. Studied CCNA & CCNP networking concepts and

protocols. Excellent command on Remote desktop connectivity applications WebEx, Live Meeting,

Team Viewer, LogMeIn and Windows Native tools MS Office Suite and Internet browsers.

Personal Skills:

Proficient in communicating on calls and remote session with customers across the globe.

Ability to work individually and in-group, hunting nature to solve the problems. Capable to put excellent skills in any task.

Leadership experience of handling a team of 10+ members and experience of handling technical escalation point or mentor.

Excellent communication and Interpersonal skills. Fast ability to absorb new technologies.

Have a great customer handling skills. Able to handle unforeseen situations with high level of acceptance.

Personal Details:

Date of Birth : 8th Jan 1986Marital Status : MarriedSex : MaleNationality : IndianCurrent Location : House No: 4335, IP Extension Part 2

Faridabad-121001, India

I hereby declare that the information furnished above is true to the best of my knowledge and belief.

Vishal Guleria