Deepak Mainali

CURRICULUM VITAE Deepak Mainali Email:-Mobile: - Experienced operations service employee seeking growth opportunities to higher management role Young and articulate individual with demonstrated experience working in technical service roles. Strong interpersonal skills ensuring the ability to work in a highly diverse environment in which respectful and effective communication skills are integral. Proven strengths in supporting and managing a team of 20+ associates in technical troubleshooting for our clients over the phone or via remote access of there machines. Shown an improved team performance and maintained the same to give stable results with very less error opportunity. PROFESSIONAL SKILLS ITIL V3 Foundations Certified. Certified Lean Six Sigma - Yellow Belt: - Successful completion for a Six Sigma Yellow Belt Project for Bottom Quartile Improvement- (Focus Group). Good understanding on Linux RHEL 7.0: - Trained on RHCSA- Red Hat Certified Server Administration. Trained on IBM-Mainframes system operations. EDUCATION___________________________________________________________________________ 2012: Bachelor’s degree in Physics from University of Delhi. 2009: Intermediate Certificate in Science Stream from St. Marks Sr. Sec. School. 2007: Matriculation Certification from St. Marks Sr. Sec. School. PERSONAL ATTRIBUTES__________________________________________________________________________ Reliable: Commended reliability demonstrated by completion of all rostered shifts as well as availability for non-preferred shifts to assist during peak seasons. Enthusiastic: Always willing to build morale and improve work environment by showing enthusiasm for all tasks and responsibilities. Adaptable: High levels of flexibility allow adaptation to the demands of a highly competitive and demanding industry. PROFESSIONAL WORK EXPERIENCE________________________________________________________________ Delivery Specialist (Mainframes Sys-Ops) 2018 – till date (Current Role)-IBM Responsible for monitoring, controlling and operating complex computer systems, networks, applications on mainframes systems in a multi-vendor environment Responsible for analysing first level problems for all systems (according to the SLAs). Responsible for resolving and routing as appropriate, supporting the Systems Management Processes specific to their client requirements. To perform I/O (tape and print) duties where appropriate and batch management when required. Subject Matter Expert-(Previous Job Role) - 2015 – 2018 -IBM Monitor and support SLAs First contact on floor to get support for technology related issues and requests Visual monitoring system Co-ordination and follow up with domain respective teams, resolver groups to get the problem fixed with minimum business impact in case of any major failure. Assist in metrics reporting, process compliance and improvements. And Weekly and Monthly capture of data from multiple sources for metrics reporting and status. Raising of delays and issues with processes, as well as, recommendations for improvement. Help maintain database, BOX or other tools with data repository requirements. Escalating and supporting the re-prioritization with the Risk Leader. Analyse assigned defects experienced by accounts in the pools, to drive quality improvement. Apply defect prevention methodology across accounts within a location/centre through the application of root cause analysis (RCA) and other technical methods in collaboration with account SMEs, technical SMEs and other green Team members. Review solutions to ensure full root cause is identified and the solutions are scalable across accounts, pools and geographies. Sr. Practioner- (Previous Job Role) – 2013 – 2015- IBM Technical support (phone and remote) Monitor and support SLAs First contact on floor to get support for technology related issues and requests Visual monitoring system Co-ordination and follow up with domain respective teams, resolver groups to get the problem fixed with minimum business impact in case of any major failure Practioner- (Previous Job Role) – 2012 – 2013- IBM Technical support (phone and remote) First contact on floor to get support for technology related issues and requests. Achievements and Contributions Technical Support Service: Provided customer service over phone or remote support. Responded to all client enquiries, providing support and guidance as required. Problem Solving: Applied a logical approach to problem solving to minimise conflict and create positive outcomes. Commended for helping others understand reasons for proposed resolutions. Collaborative Team Member: Collaboration with team members recognised by staff-nominated best employee award QTR-3 in 2015, QTR-4 in 2017 Best Delivery SME. ITIL Certification: ITIL V3(2011) Foundation Certified YB Project: Successful completion for a Six Sigma Yellow Belt Project for Bottom Quartile Improvement- (Focus Group). Six Sigma Yellow Belt Certified. DEEPAK MAINALI