387/3, SHAKTI KHAND - 1,

INDIRAPURAM,
ANIMESH RAI GHAZIABAD, UP, INDIA
animeshrai007@outlook.com
+91 – 8791113862

OBJECTIVE
Strengths
Ambitious and result oriented Incident Management Analyst with demonstrated success in Proactive
business analysis and system administration hoping to working with an esteemed organization Multi-Tasking
where the skills can be further honed and utilized making it a beneficial relationship for both Quick Learner
the Organization and me. Confident
Energetic
PROFILE Positive
Mentoring
A competent & hardworking professional currently spearheading as a Level 1 - Incident Leadership
Management Analyst with HP at client based location ST Microelectronics (Greater Noida)
on payroll of Globtier Pvt. Ltd. IT Skills
ITIL v3 (certified)
 Professional with extensive experience in building lasting business relationships, designing Foundation in IT
 winning strategies, and driving solution to reach challenging revenue and project goals.
Service
 Management
 Known for seamlessly coordinating process required for the implementation of applications
 and systems necessary to meet business and communication needs.

 Experience includes Pre-sales, Market Analysis, New Business Development, Product Oracle 1z0-051
(OCA Standard)
 Management and Planning.

 Highly proficient communicator effective at managing relationships between users, strategic
leadership and third-party vendors. Reliable as a fully contributing, responsible, disciplined,
hardworking and accountable member of task/project teams with creative, logical and
 analytical approach.
 Consulted and involved in most of the critical technical analysis/implementation/upgradation
 of infrastructure, system, application, database and networks for the company and the
 clients.

 Recognized as a proactive individual who can rapidly identify problems, formulate tactical
plans, initiate change and implement effective troubleshooting strategies in challenging
 environments.

 Work in a highly Process oriented as per the ITSM standards adhering to the
defined SLA/OLA.

Personality Traits:

 Strategic Thinker: Proven ability of developing insightful strategies, capitalizing on

 capabilities and converting potential into opportunities.

 Change Agent: Utilizing result-driven approach and growth-centered mind-set to drive
 positive change in the organizational culture; believes in leading by example.

 Persuasive Communicator: Effective articulation ability; can achieve clarity and
persuasively secures buy-in and commitment.
 TECHNICAL COMPETENCIES
 Front End C, Java
 Database Tools Database Management System (PL/SQL)
 Web Tools HTML, CSS
 Others Windows (XP, 7,8), Microsoft Office (Excel, Word, PowerPoint)

  Certified in Oracle 1z0-051 (OCA Standard) & preparing for next level.
 Certified in ITIL V3 Foundation in IT Service Management.

WORK EXPERIENCE - CURRENT

ST MICROELECTRONICS – GREATER NOIDA

Level 1 – Incident Co-ordinator (November 2016 till Date)

Problem and Incident Management

 Monitoring the issues raised in Incident Management System (IMS) an in-house ticketing tool
 used by the customers to log incidents.

 Ensuring the tickets are picked up, worked upon and escalated by the users within the
 Response and Resolution SLA agreed with the customers.
 Supporting knowledge sharing across the entire support team.
  Highlighting new incident resolution approaches that are useful for the team

 Contributing to the ongoing development of the support knowledge management tool by
 updating and documenting, a Knowledgebase, scripted and known fixes for common issues.

 Ensure all incidents managed directly are logged, investigated, resolved and closed to the
satisfaction of the client and assigned Incident Analyst/Manager.
Responsibilities:

 Responsible for analyzing user and client issue and requirement.

  Troubleshoot and resolve technical and functional issues of users and clients while adhering
 to internal processes.
  Escalate higher level technical issues to the appropriate teams and follow-up on the results.

 Quality, ITIL standard and innovative approach on infrastructure and application is been
 delivered for best vendor position.
 Responsible for Technical and functional troubleshooting & debugging.
  Working on Remedy Ticketing Tool.
 Being the first point of interaction for the user and client.
  Responsible to provide first level resolution with in SLA.

 Ensuring that the SLA requirements are met in terms of response and resolution time for all
 the tickets.
  Ensuring of PRE & POST availability of IT SERVICES.

 Assigning appropriate severity, category and prioritize the calls based on criticality and
 business impact.
 Addressing the User on telephone calls and logging ticket.
  Co-ordinate with internal/external vendor for IT services to resolve incidents beyond L1 level.

 Tracking all pending tickets, take actions accordingly and consequently update tickets in call

logging tool.
 Routing Service Requests to the appropriate teams.
  Maintaining the customer support, email support, Telephonic/chat support.

 Prepare and circulate notification to stakeholders of planned/unplanned activities as per
 impacted business.
  Major incident managed and thereby keeping all stake holders informed.

 Working on different applications like Remedy, DMS@T, FMEA, Catalog, Extranet and many
more.
 Technical Support & Solution delivered 100% month on month.

Other

Earned Extra Mile Awards – Given every year to 1 individual for any exceptional achievement in the
same year.
 
Given an Extra Mile Award as a member of the Incident Management Team.
WORK EXPERIENCE - PREVIOUS

CONVERGYS INDIA PVT. LTD. - GURGAON

Technical Support Associate II (SEPTEMBER 2015 to October 2016)

Responsibilities:

 Responsible for analyzing customer and client requirement.

  Identify Technical & functional areas and implement as part of our solution to improvise the
 areas for better development and implement the same.

 Gather all possible information and requirement in detail to make more lively approach
 document.

 Troubleshoot the issues via chat, email and over the phone too while adhering to internal

processes and Convergys quality standards.
  Escalate third level technical issues to the appropriate teams and follow-up on the results.

  Support and coach users on how to use and interpret the solutions.

 Contribute to the improvement of the service line by identifying strategies to help
 reduce/resolve occurrence of issues.

 Responsible in sizing solution along with the right effort estimation matching
customer budget.

WORK EXPERIENCE - PREVIOUS

EDEN REALITY VENTURES PVT. LTD. - KOLKATA

Technical Support Executive (MARCH 2015 to SEPTEMBER 2015)

Responsibilities:

  Responsible for analyzing customer requirement.

  Solving technical and applications issues over phone or via chat.
  Working on company’s website.
  Writing and editing the content of the website.
  Supporting customers on how to use and diagnose the problems.
 Forwarding the next level issues to the concern team.
EDUCATIONAL QUALIFICATION

Masters of Computer Applications August 2013 – June 2015

GLA University,
Mathura.
PERCENTAGE – 70.1%

Bachelor of Computer Applications August 2010 – June 2013

GLA University,
Mathura.
PERCENTAGE – 72.2%

12th Standard (Science) April 2008 – March 2009

N.I.O.S
PERCENTAGE – 61.4%

10th Standard April 2006 – March 2007

St. Norbert’s School,
Bahraich.
Indian Council for Secondary Education
PERCENTAGE – 60.2%
AWARDS AND HONORS

 Honored for everlasting enthusiasm, positive attitude and innocent devotion for the National
 Conference “Back to Basics”.
  Runner up in Essay competition organized by GLA University (BCA).

 Awarded and Honored for leading and making the team win in games and sports at
school level.

EXTRA CURRICULAR ACTIVITIES

 Excelled in sports and elocution in School.

  Head Coordinator of the event Spandan (GLA University).
 Attended 2 days’ workshop on “Ethical Hacking” by “Cyber Cure Solutions”
  Participated in various college level events such as Vivanta and Ninad.
 Attended 2 days of National Conference “Back to Basics” held at GLA University.
  Participated in C.B.S.E Cluster Football Tournament held at The Avadh School, Lucknow.
 Participated and lead the various games at the school level.

PERSONAL DETAILS
rd
Date of Birth – 23 May 1991
Gender – Male
Father’s Name – Mr. Chandrashekhar Prasad Rai

LINGUISTIC PROFICIENCY

English – speak fluently and read/write with high proficiency.

Hindi – native language.

CERTIFICATES & AWARDS

Oracle 1z0-051 (OCA Standard)

ITIL V3 Foundation in IT Service Management

Planned Certifications
Microsoft SQL 2008 – MCITP (70-432 & 70-488)
Red Hat Certified Engineer — RHCE

Date: 07/06/2018

Place: Ghaziabad Animesh Rai