ITIL V3 Foundation Certified

CURRICULUM VITAE

Shankar. K
Meerpet
Hyderabad
Cell: + 91 8790690222
Email: shankarhyd@gmail.com

OBJECTIVE:
As a technical professional with a combo of systems and communication skills I aspire to seek a
challenging career in the ever-changing techno-economic environment. I especially have flair to
work in a sustainable and challenging environment

WORK EXPERIENCE:

Sr. Associate Service Delivery Coordinator - CSC India Private Ltd from Sep 2013 to till
date.

 Manage a team of problem coordinators handling various accounts

 Inform the management and Clients about SLAs and KPIs of the team through
appropriate reports and attend all the BAU service review calls
 Ensure smooth BAU delivery, proactively identify potential areas of service
improvement. Prepare and implement plans to achieve the same
 Making performance improvement plans for coordinators to enhance their
productivity and quality
 Act as a focal point for SDM, Managers, Analysts, Account team members and
Customers who require pro-active communications during problem and change
management or other critical account issues
 Responsible for successful knowledge transfer, parallel production and after care
of the accounts during transition period
 Provide timely and accurate internal reporting
 Preparing service review reports and attending daily review and service review
calls.
 Attending Weekly Calibration calls with Clients to discuss on agent productivity
and overall team performance

DNS & DHCP Engineer - JP Morgan Chase Bank from Mar 2010 to Sep 2013.

 Create delete modify DNS entries and Modify DHCP.

 Create and modify Global Load Balancing via Cisco Global Site Selector.
ITIL V3 Foundation Certified

Field Operations - JP Morgan Chase Bank from May 2009 to Feb 2010

 Single point of contact for all Win7 migrations at Hyderabad site.

 Onboard and Co-ordinate employees with assets and applications.
 Built Teller Express lab to Retail Banking and Chase Auto Finance team.
 Handle all application related issue.
 Capacity planning for team and site for all towers and Sub Line of business.
 First level support to Black Berry and Installation of SMS client, with latest
patches and Antivirus updates.

Critical System Analyst in JP Morgan Chase Bank from May 2008 to May 2009

 Identify responsible department for resolving the issue.

 Formulates the resolution plan for remediation of the issue.
 Document and Suggest Managers and Tech Leads on Action plans to be taken on
Agent errors
Service Desk Agent - Magna Infotech Pvt Ltd from May 2007 to May 2008.

 Providing second level support for NA, EMEA, APAC and INDIA users &
handling the escalated problems.
 Performing health check of the site with all network components and network
links within the India corporate network.
 Maintaining users account by Active Directory service.
 Account administration for the Mainframe systems, Intranet and other application
escalating the same as required.
 To troubleshoot Mainframe, Citrix& any type of software and hardware related
problems used in banking environment.
 Solving problems in Lotus Notes such as Replication, database, internal settings
in lotus notes, etc.
 Providing First level support for VPN and remote connect issues.
 Creating documentation of the task given.

Customer Care Executive – E2E Serwiz Solutions Pvt Ltd from Aug 2004 to Nov 2005.

 Handle billing escalations and Product related technical issues at 198 department.
ITIL V3 Foundation Certified

Tools knowledge:

 Ticketing Tool: Peregrine service center, Remedy, Alcatel Lucent – QIP.

Technical Certifications:

 ITIL V3 Foundation Certified.

 CCNA Trained – Routers and Switching

EDUCATIONAL QUALIFICATION:

Course University / Board Institution Year of

Passing
Diploma in
Sandur
Computer Director of Technical
Polytechnic,Yeshwanthnagar, 2003
Science & Education, Bangalore
Bellary Dist.
Engg.
Hyderabad study Center,
B.C.A Annamalai University 2006
Chikkadpally, Hyderabad
Jaipur National
Pursuing MCA United Global Educations Pune. NA
University

PERSONAL PROFILE:

Name : Shankar.K
Father’s Name : Shivananda. K
Date of Birth : 4th Sep 1981
Martial Status : Married

DECLARATION:

I hereby declare that the above information is correct to the best of my knowledge and bear the
responsibility for correctness of the above mentioned particulars..

Place: Hyderabad
Date: (Shankar.K)