Surindra Bashidivion

Experience

• 

  Electronic Data System

  Jun 2006 - Oct 2009

  Service Desk Analyst and Desktop configuraton.

  •Provides IT services to government, financial, communication, energy and manufacturing sectors. •Under general supervision, provides support to end-user for PC, notebook, server, or mainframe application and hardware purchases. •Interact with Network services, Local clients of EDS as a team to restore or identify and to correct the core problem/incident •Assist in simulation and recreation of user problem – troubleshoot•Provides second-level technical support and first-level support•Acts as escalation point for first-level support•take ownership of customer issues •Uses troubleshooting techniques and tools to identify technical defects/issues •Assigns incidents in line with documented guidelines and procedures Show less

• 

  Atos

  Nov 2009 - Aug 2014

  •Ensures optimum accessibility of the Service Desk based on SLAs with customers;•Ensures that problems and solutions are properly recorded and determines priorities in the handling of incoming calls;•Has responsibility for day-to-day management of the Service Desk team and for appropriate capacity planning;•Coaches and supports service desk operatives, assesses and records their performance and supports them in their personal professionalisation;•Manages staff on the basis of performance reports and observed problem areas;•Manages and improves processes, work instructions and tooling on the Service Desk, organises and supervises improvement projects and contributes ideas for further professionalisation of the organisation. Show less Take and receive all customer calls in a professional and courteous manner Good understanding and working experience in Windows Active Directory Log all calls, using the designated call handling and ticketing system and entering detailed and accurate information.Provide “First Time Fix” based on contractual scope and obligationsCarry out appropriate level of technical investigation prior to escalating to the next level.Troubleshoot remotely on user's issue with hardware or sofware.Act as incident management analyst, find the root cause of the problem and analizeLiase with change manager and problem manager on Datacenter issue.Handles high SEV issue, liasing with support team to resolve within the time frame of SLA Show less

  • Team Lead

    Nov 2009 - Aug 2014

  • Help Desk Support

    Nov 2009 - Dec 2011
• 

  AIG Shared Services

  Aug 2014 - Nov 2015

  Operations Team Lead
• 

  Hewlett Packard Enterprise

  May 2016 - Aug 2017

  • Shift Lead IOM

    Jan 2017 - Aug 2017

  • Infrastructure Operations Management (IOM)

    May 2016 - Jan 2017
• 

  DXC Technology - Formerly known as HPE

  Aug 2017 - Mar 2019

  Operation Lead - Nokia Account

  Retrenched

• 

  Inoapps

  Aug 2019 - Jan 2023

  Incident Manager

  Handles oracle based INC P1 to P4, service request, PRB tickets, and change ticketsAged INC analysis Reports analysisPresentation daily, weekly and monthly stats

• 

  Systal Technology Solutions

  Sept 2022 - now

  Major Incident Manager