Nirmal Mishra

Experience

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  CMS COMPUTERS Ltd

  Sept 2004 - Aug 2007

  Senior Customer Support Engineer

  • Provided Supports to Accenture India Pvt. Ltd, American Express and Taj Hotel as a resident engineer.• Leading a 5~8 member team &Provide Initial Response, Operational Assistance, Problem Identification and Resolution.• Ensure Customer satisfaction by providing highly Responsive Technical Support &Proactive Communication with users concerning status of Problems/Issues.• Project Management of Product implementation across Client and Perform Requirement Analysis, Configuration, Testing for the Implementation Project, Provide Post Implementation Support to Users• Maintaining the Continuity of the Network with Server, PC and Laptop Maintenance.• Managing incident and problem Management in BMC ITSM remedy Tool.• Taking regular backup of the servers using Arcserve 9.0 and Ensuring that the servers and the machines are updated with the latest Anti-Virus software files Show less

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  Accenture in India

  Sept 2007 - Oct 2014

  Senior Analyst

  • ITIL Service Support and Delivery areas are Incident, Problem, Change, Configuration management and Service Desk, Availability, Capacity and IT Service Continuity management.• Responsible for ISO20K internal and external Audit and findings closure.• Collaborate & Evolve - Worked collaboratively with other team members (client/customer and Accenture) from different disciplines and backgrounds.• Service Delivery – Looked after Service Delivery of Dedicated projects of Client which includes Asset Management (Laptop, Desktop, Servers, Storage Devices / Links, Printers etc.), procurement, Infrastructure enablement etc.• IT Transitions – Ensured timely Transitions and Migrations of Consulting projects in Accenture offshore centers. Smooth transition and implementation of new technology project for BPO & IDC deals.• Incident Management - Ensured timely and quality resolution of all incidents and requests logged. Dig into Trend analysis based on monthly reports and drove SIP’s for improvement area. Handling incidents as per the SLA and continuous follow-up for Critical incidents to Global team for resolution till the RCA.• Raising SIP to control recurring incidents based on the trend analyze report results. • Responsible for Asset management including purchasing of IT assets and asset tracker using FNMS tool.• Monthly key parameters report preparation done and same shared to management to control the Assets.• Responsibility to manage initiated changes by the client and hosts the CAB and ECAB meeting.• Ensure all the changes have followed the change Process and implemented.• Capacity Planning report preparation for server and network, voice utilization and follow-up with Capacity management team to maintain the Threshold Values.• Consulting all Process documents is re-viewed in regular interval and same updated in the Dl portal. Show less

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  EY

  Nov 2014 - now

  Associate Manager

  • Manage IT Operation, Ensure KPIs target achieved and identify gaps for continuous improvement.• Incidents management- Ensured timely and quality resolution of all incidents and requests logged. Dig into Trend analysis based on monthly reports and drove SIP’s for improvement area. Handling incidents as per the SLA and continuous follow-up for Critical incidents to Global team for resolution till the RCA.• Client Infrastructure setup projects. New office enablement projects with respect to IT requirements. • New software/hardware deployment projects i.e. Mobility applications deployment, server/desktops/laptops upgrade, Windows 10 migration etc.• Actively Participate in Global Initiatives. Prepare monthly dashboard for Service Lines and leadership.• Resource management, New Hire Orientation and Technology awareness sessions to the client. Show less