Experience

• 

  Dell international services , bangalore

  Jun 2004 - Aug 2005

  Senior tech support associate

  I was a Senior Tech Support resolving L2 calls that are being passed by L1's for any issues with Dell Inspiron Laptop.

• 

  Logica pvt ltd

  Sept 2007 - Nov 2012

  As a part of the Service Transition phase we maintain the CMDB for all the assets that are in our scope of support for all the external clients that Logica supports.We identify , audit , verify the changes and update on the CMDB as and when required and provide Service Improvement Plans to the clients As a part of the Service Transition phase we maintain the CMDB for all the assets that are in our scope of support for all the external clients that Logica supports.We identify , audit , verify the changes and update on the CMDB as and when required and provide Service Improvement Plans to the clients My major responsibilities were monitoring the quality of the analysts reporting to me , providing daily reports to the stake holders on the SLA of the contracts , providing quality feedback to the team members to improve effective call handling and escalating issues to the management whenever required. During this period , I have been taking calls and providing technical support to the Logica Nordic Region . My responsibilties were to take calls , resolve them and then do a minor incident management in chasing the support groups .

  • Service Asset and Configuration Team Lead

    Feb 2012 - Nov 2012

  • Service Asset and Configuration Management Analyst

    Oct 2010 - Jan 2012

  • Service Desk Team Lead

    Jan 2009 - Oct 2010

  • Service Desk Technical Analyst

    Sept 2007 - Dec 2008
• 

  Ey

  Nov 2012 - now

  Senior associate - it asset management

  • Maintaining CMDB for all Ernst & Young countries world wide• Preparing reports on the asset data on a daily basis and sending the reports to the higher management .• Providing suggestions to the system administrators of all countries to reduce losses of assets and bring them under control. • Using ITIL best practices to maintain the CMDB.• Conducting team meeting with support teams on a weekly basis regarding the exceptions for all the countries • Base lining the CMDB data according to the support team needs.• Reporting on head count and the PC count for Software Compliance Survey. Show less