Shiva Kumar

Shiva Kumar

Service Desk Analyst

Followers of Shiva Kumar526 followers
location of Shiva KumarMysore, Karnataka, India

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  • Timeline

  • About me

    IT Service

  • Education

    • B. V. Bhoomaraddi College of Engg. & Tech., Hubli

      1992 - 1995
      Associate's Degree Electronics and Communications Engineering
  • Experience

    • Philip Morris International

      Mar 1998 - Jan 2000
      Service Desk Analyst

      •Register service tickets into an incident tracking system to facilitate faster problem identification and resolution.•Responded to user operational issues (desktop, laptops, and mobile electronic devices) to enable problem resolution.•Identified system HW, N/W infrastructure & connectivity issues that prevented the execution of user-initiated tasks.•Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

    • Mondelēz International

      Jan 2000 - Mar 2015
      IT Service Delivery Manager

      IT Service Delivery Manager - Kraft Foods International, Dubai, UAE•Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs.•Maintained proper staffing levels to guarantee timely and accurate deliveries.•Managed third-party contracts to drive delivery of required services.•Coordinated with multiple external stakeholders to gain consensus on major project milestones and prioritization goals.•Advised clients on methods, technologies, process improvements that increased overall business potential.•Met with business leaders to better understand IT issues that negatively impacted businesses.•Facilitated completion of deliveries and verified all documentation.•Supervised operations of 10-hour customer service desk staffed by four team members within GCC region Show less

    • United Groups

      Mar 2020 - now
      IT Supervisor and Operations

      •Supervision of the daily operations of IT and Manufacturing facilities and other related plants activities•The job consists of IT administrative duties, managing employees, organizing schedules, and meeting performance goals.

  • Licenses & Certifications

    • IBM PSS PRFESSIONAL SERVER SPECIALIST

      IBM
    • Certified Novell Engineer (CNE)

      Novell
    • IT Information Library Foundations Certification (ITIL)

      ITIL 4
    • Scrum Master Certified (SMC)

      GreyCampus
      Jan 2020
    • Certified Novell Administrator (CNA)

      Novell
    • MICROSOFT CERTIFIED PROFFESIONAL SYSTEM ENGINEER

      Microsoft
    • IBM PSE PROFESSIONAL SERVER EXPERT

      IBM
    • LEXMARK HARDWARE TECHNICAL

      Lexmark
    • Microsoft Certified IT Professional: Server 2008 Administrator

      Microsoft
  • Honors & Awards

    • Awarded to Shiva Kumar
      Recognition Awards at Phlip Morris and Kraft Foods International - Dubai VP & Department Directors  Significant Contribution Award - Philip Morris and Kraft Foods Outstanding Performance for IT Services Commitment & Support (400 Users) HQ Office implementation Strong Contribution for Office Move Project Award Above and Beyond Call of Duty Discuss, Decide, and Delver Great Place to work – Making a difference (EEMEA) IT Infrastructure HQ Off Setup Project