Rohan Rakshit

 Rohan Rakshit House No 8/1, Madhu Nivas, 6th cross, 18th main, Tavarekere BTM 1st Stage, Bengaluru 560068 Contact: - Email:- Profile Dependable Technical Support Team Leading role with more than 6 years of management experience in fast paced IT Service Desk Services. Personable and professional under pressure. Enthusiastic team player with a strong work ethic and advanced complex problem-solving skills. Employment History Sr. Service Delivery Expert (Incident and Risk Management), DXC Technology, Bengaluru. (Jan 2020-Present) >Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs. >Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes. >Manage incident management bridge calls with support teams, on-call support application teams and management. >Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents. >Manager Escalations – provide first point of escalation within the P1M team. >Creates incident related performance analysis and reporting for review by IT management. >Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed. >Helping to create business aligned support of the Incident Management process. >Maintaining awareness of all Critical Incidents. >Acting as escalation point for any issues relating to Area Incident Control team. >Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue. >Support the Service Desk Manager in employee development through training, coaching and performance management. >Support the IT Service Manager in driving continuous improvement into the Service Desk processes. >Provide internal client (Microsoft) with value added technical insights in areas of functional expertise. >Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, SQL/MySQL, etc.) >Deep knowledge of Wintel platforms, and Networking Infrastructure (Workgroup, Domain, PDC/BDC, DNS, WINS, DHCP). >Exposure to network administration, Microsoft messaging, database and other applications, SAN, back up and storage, batch scripts. >Solid experience and knowledge developing complex SQL scripts. >Perform server related regular operational tasks on the infrastructure across the team’s managed locations. >Perform proactive analysis of infrastructure capacity and performance. >Performs regular system maintenance, backups, hardware and software upgrades, physical to virtual migrations and performance tuning. >Work with global Microsoft colleagues to provide globally consistent processes and procedures. >Performs research and analysis for platform determination for project related implementation life cycle replacements. >Manage setup and provisioning of storage resources. >Performs other related duties as assigned. Sr. Service Desk Analyst (Incident and Risk Management), Capgemini Technology, Bengaluru. (Sep 2017-Dec 2019) >Drive efficiency and effectiveness of the incident management process. >Enforce process and standards, and work to improve process. >Ensure that the team undertake all Incident Management activities to agreed standards. >Establish project measures to ensure that the project is on-time, on-budget and meets the customer’s specifications. >Examining work queues for Incidents with the effort of missing service agreements. >Ensuring operational effectiveness and efficiency of Incident Management process. >Initiating Incident Management, by recognizing/verifying an event or an issue reported through Request Management. >Monitor the incidents workload per Tier 1 Analyst to ensure that the Service Level Agreement are respected. >Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator. >Maintain log collection, configuration management, and network monitoring systems. >Monitor device changes investigate and document change reasons. Create security incidents for unauthorized changes. >Support system patching, log review and configuration/change management. >Support the BMO Manager in updating and analyzing benchmarking results and reporting. >Generate report and review the same with L1/L2 teams, Provide audit support. > Ensure all cases are acted upon conscientiously and in the framework expected according to the SLA. >Manage network administration and database administration. >Establish/manage remote access for users through RDP connections. >Manage workload to complete requests by the due date. >Support for various ad-hoc initiatives / projects / audits /asset inventory. >Experience of handling tickets on a Ticket Management tool and Asset Management Systems such as BMC Remedy / HP IT Service Manager / Service Now. >Backup management and maintenance. >Local network support and/or assist centralized Network team. >Connected Backup client support. >Creates/maintains documentation where required. >Assists local Server Team when server maintenance is required. >Assists with Site Security Officer (SSO) on IT security issues and Audits. >Working Knowledge in Audio Visual equipment like Polycom, Cisco, MS Surface Hub, and other presentation technologies. I.T Support Analyst- Global IT-EX&S (Incident and Risk Management), Oracle India Pvt. Ltd, Bengaluru. (Feb 2015-Aug 2017) >Owns all Incidents and Service Requests throughout the lifecycle. >Ensure team is enabled to facilitate all issues to resolution. >Ensure outages are promptly communicated with exceptional quality. >Manage chronic issues on internal and external systems and provide feedback to engineering department for improvements. >Monitor and manage reliability and availability metrics to infrastructure service level agreements. >Identify and drive mitigation for gaps in procedure and process in the team and/or organizationally. >Be willing to perform 24x7 on-call as escalation manager. >Create and improve standard operating procedures as needed and in a timely fashion. >Develop and maintain comprehensive knowledge articles. >Coordinates with service/support vendors in the repair of servers, workstations, applications, database, networking equipment, and monitoring devices. >Develop, maintain, and retain reports as necessary to demonstrate compliance with configuration and change management regulations. >Maintain log collection, configuration management, and network monitoring systems. >Monitor device changes investigate and document change reasons. Create security incidents for unauthorized changes. Education Summary Achieved Bachelor's degree in Electronics and Communication Engineering - Rajasthan Technical University-Kota 2012 IT Skills ITIL Windows Server Administration VMware Server Administration Windows Active Directory PowerShell Scripting SQL/SQL Server SCCM Network Support/Computer Networks Microsoft Office/Suite/SharePoint/Teams/Lync Citrix Director and XenApps fundamentals ServiceNow HPCRM Agile Methodology Incident Management Problem Management SLA Management Certification ITIL® Foundation and Intermediate Certificate in IT Service Management Extracurricular Accolades >Winner of state level technical presentation,2011. >Winner of state level quiz competition,2011. >Certified for attending an entrepreneurship camp held by the Dept of science and technology, Govt of Rajasthan. >1st runners up at Intercollegiate quiz competition 2010. Key Attributes >Good verbal and written communication skills. Good interpersonal skills. >Team player, flexible to work in 24/7 environment. >Hard working, Punctual, highly motivated. >Quick Learner and Strong analytical problem-solving skills. Languages Known >English- B2 Certified (Expert) >Hindi- Proficient >Bengali- Speak Only >Assamese- Speak Only