SiddharthaChaturvedi
E-Mail:- Mobile:+91-07303899281
Solution focussed professional with 6.4 years of experience, providing rapid & client focussed Technical Support to users & handling a Team of Engineers. Demonstrated capacity to identify root causes and direct users to lasting resolutions.
Well versed in a variety of common Operating Systems, applications, and hardware with ability to master new tools & technologies quickly.
To be associated with a progressive organization for Network Project Execution, Operations Management, System Administration, & Technical Support.
Cisco Routers – 1841/2610/2811/2901/3640
Cisco Switches – 2950/2960/3750
Routing Protocols – RIP V1 & V2/EIGRP/Static Routing
Operating Systems -
For Client Side:- Windows 98/XP/Vista/Windows 7
For Server Side:- Windows Server 2003 & 2008
Cisco IOS
Servers Handled – DHCP/DNS/FTP/Print
Software(Installation & Maintenance)– AutoCAD (2008/2009/2010),
MS-Project,MS-Office,Primavera, & Other Industry related software’s,
as required.
Cisco Certified Network Associate (CCNA – Routing & Switching)
ITIL Foundation V3 2011,from Exin.
AntiVirus –Trend Micro & McAfee Server.
WORK EXPERIENCE
Currently Working with Metro One Operations Pvt. Ltd.[Mumbai Metro] Mumbai, since 25th November 2013 till now,(Joint Venture b/w Reliance Infrastructure & Veolia Transport Corporation Pvt. Ltd.),
Job Responsibilities:-
Act as SME from Technical & Process prospective & assist engineers when they require support.
Experience in Implementing, and Monitoring IT processes in IT Service.
Understanding of ITIL framework, Problem Management /Change Management &
Incident Management.
Manages software assets and licenses, and maintains related inventory.
Develops and ensures full compliance with sustain processes.
Experience in an IT customer facing role,comfortably and confidently interacting with various level of users including frontline management.
Ability to coordinate and direct activities across multiple teams during large scale technology incidents.
Negotiate with vendors, outsourcers, and contractors to secure infrastructure-specific products and services. Review old policies and help in implementation of new policies regarding plan, usage and cost saving related to IT Department.
Monitoring SLA’s, performing RCA and handling escalations and resolving them at the earliest.
Managing call management (Incident & Problem) & escalations.
Providing IT Infrastructure support to Mumbai Metro employees related to Desktop & Laptop support, Network Support, Installation, and Configuration& Maintenance of different kinds of software’s related to Metro Transport system.
Maintaining Server Checklist & Documents as per Mumbai Metro Policy.
Planning & Implementation of IT Policies which are recommended by Senior Management of Mumbai Metro Authorities.
Reports generation for different kinds of activities done by IT Department for Senior Management related to Service Desk Operations/Network Management /Windows Server etc.
Provide End-User training regarding IT Policies of the company.
Preparation & Maintenance of IT MIS to be submitted on Monthly/Quarterly & on yearly basis.
Perform Auditing of Illegal /Un-wanted software’s installed on end-user system.
To maintain and secure Data Centre Equipments, Servers, Desktops for secure access to data and information on servers and secure Internet.
Attends planning meetings and actively contributes ideas and critiques.
Root Cause Analysis on all service requests that breach SLA or that have a significant business impact to the client.
To maintain SLAs and uptime and deliver through agreed upon ITIL processes.
Worked with HINDUSTAN DORR OLIVER LIMITED (Corporate Office), at Andheri (East),Mumbai since 20thSeptember 2010till 31st October.
Job Responsibilities:-
To work as a 1st line operations support team providing 24*7*365 support.
Act as technical first point of contact internally for technical queries and escalate as appropriate.
Handling of Active Directory 2008 including user id creation/deletion & its
Maintenance.
Handling of different types of Servers such as DNS/DHCP/FTP/Print Server.
Checking for new Security & Vulnerabilities alerts regularly from Microsoft.
Maintaining the Server checklist & documents as per company policy.
Handling Domain migration (user profile changing), data migration from one profile to another.
Provide VOIP support, i.e. Audio& Video Conference support using Polycom
Devices.
Deskjet & Laserjet printers installation & maintenance.
Management of Data Centre power, Air Conditioning, work space area
monitoring, cabling, & rack handling.
Use of Green IT concept (Power Management/Re-Cycling of old printers, scanners, CRT's/Concept of paperless working).
Providing team members with clear directives on priorities of Business as usual tasks.
SAP (6.0 ECC) Client Installation/Vendor Creation activities.
Ensure that the service level agreements for all categories of tickets are met as per established standards / targets. Also responsible for phone SLA's.
Act as an SME from a technical and process perspective and assist Engineers when they need SME support.
Identifying pain areas or potential areas concern within the client IT Environment and assist in Problem Management.
Knowledge and experience of customer service practices, service industry standards & SLA.
Adaptability & flexibility, continuously learn and adaptability, demonstrated ability to learn new tools, process and technologies.
Adherence to SLA Matrix, productivity plans, processes and ITIL framework.
Should work on problem management initiatives as advised by General Manager- IT and provide inputs on issue history and/or trend.
Reports generation for High Level Management to be presented in easily understandable, accessible format and given in a snapshot of the service desk operations.
Lead a team to provide Single point ownership for Delivery & Operations of Service Desks in the area of Remote IT Infrastructure Delivery Management Services.
Third party vendor coordination for Procurement / deployment of hardware and network link termination.
Obtain approvals and permits for new project and the change requests.
Reduced user call back rate by almost 20% through accurate assessment of root causes of technical issues & consistent implementation of appropriate solutions.
Responsible for time-critical User Service/ Infrastructure restoration, technical troubleshooting within complex IT systems environment.
Troubleshoot, diagnose and route problems with outages for applications in production, desktop, server, workstation equipment, peripherals.
Handled all desktop level issues, including installing and upgrading software, installing and troubleshooting hardware, implementing file backups, and configuring systems and applications via telephone and e-mail.
Installation Maintenance of different Industry related software’s i.e. AUTOCAD
(2008/2009/2010)/MS Project/Primavera/Bentley.
Perform periodic Audit’s for Illegal software’s/Unwanted software’s installed on end-user’s system.
Documented all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in Help Desk database.
Ability to analyze problems and create solutions involving finance, scheduling, technology, methodology, tools and solution components.
Use of Green IT concept (Power Management/Re-Cycling of old printers, scanners, CRT's/Concept of paperless working).
Manage all the IT related inventory in stock and field devices and give the report monthly, quarterly and yearly.
Worked with MOSERBAER SOLAR LIMITED (Special Economic Zone), at Greater Noida unit, from 22nd October 2007 to 11th September 2010, for a span of 2.11 years.
Job Responsibilities:-
I.T Operations:-
I.T Engineers, Monitor, report and escalate problems when necessary, and troubleshoot issues.
Monitoring existing infrastructure, as well as providing support to field and IT staff.
Serve as initial contact to internal customers with technical problems and issues.
Perform initial call logging and problem management activities.
Resolve basic technical problems through the use of a variety of resources.
Escalate unresolved calls to appropriate support areas.
Knowledge of common network protocols (TCP/IP) and tools (such as ping).
Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements.
Installation of operating systems, printer and scanners & configuration of e-mail clients and remote access software's.
Working of Internet Covering Roles of DNS,TCP/IP Protocol Suite.
Hand’s on experience on raising Purchase Request & Material Request using ERP software called Ramco Application.
Hands on experience on Microsoft Outlook 2007.
Answer and solve queries over phone/email/Remote connection.
Checking the user returned Desktops, Monitors, and Laptops for any missing spares & working condition & log help line call for all bad Effective assets under warranty/AMC support for rectification.
I.T Infrastructure Project’s:-
1st Project handled at Greater Noida Unit (MoserBaer PV Technologies India
Ltd.),Plant1 in Special Economic Zone (SEZ),the following job’s hasbeen
handled :
Total Line-Integration work at the site.
Providing Networking Infrastructure support for Factory Automation System.
Hand’s on experience in Crimping & Punching of CAT6 as well as CAT7cables.
Handled total job from Material issuing till installation at both the end’s i.e.
Rack side as well as Field side.
Raising of Purchase Request (PR) & get it authorized from the concerned person through the use of ERP s/w Ramco.
Visit site regularly & provide regular report to Project Manager.
Responsible for project documentation and storage.
Acquire budget approval to all Project Costs - hardware & software spend, resource costs, floor space.
Coordination for material supply and payment to contractors.
Provide all support for timely delivery of projects.
Manages day-to-day operational aspects of a project and scope.
Procurement of IT equipment for the projects.
2nd Project handled at Greater Noida Unit (MoserBaer PV Technologies
India Ltd.),Plant2 in Special Economic Zone (SEZ),the following job’s has
been handled :
Providing infrastructure support for Factory Automation System (FAS).
Total Line-Integration work at the site.
Handled total job from Material issuing till installation at both the end’s i.e. Rack side as well as Field side.
Experience on budgeting for the Material used in the plant.
Identify and manage cost, schedule or scope changes to the projects.
Responsible for project documentation and storage.
Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
Work on estimates and allocate resources to a particular task in consultation with reporting lead/reporting manager.
To prepare schedule for tracking of the tasks. Conduct regular/periodic team meetings to provide project specific plan and status update.
PROJECTS HANDLED
Provided LAN & WAN solution for HDOL team sitting at various locations including, HPCL(Hindustan Petroleum Corporation) Mumbai, HMEL (HPCL & Mittal Energy Ltd.), Bhatinda(Punjab) & BPCL (Bharat Petroleum Corporation Ltd.) Mumbai & at Lanjigarh (Orissa) for Vedanta Aluminium Ltd.
Production Line integration for Plant-1 including Structural Cabling, Cisco Switches (2960,3750) Series installation, crimping & punching on both the sides (client/rack), Mountingof Jack Panels, I/O termination.
Production Line integration for Plant-2 including Structural Cabling, Cisco Switches (2960,3750) Series installation, crimping & punching on both the sides (client/rack), Mountingof Jack Panels,I/O termination.
PROFESSIONAL ACHIEVEMENTS
Received On-The-Spot Award (2 Times), for showing Excellence in the Line-Integration work at Moser BaerPhoto Voltaic Technologies India Ltd.at Greater Noida Unit.
Received Certificate for playing as a team member in a Cricket Team played at Moser Baer Photo Voltaic Technologies India Ltd.
Received appreciation Mails from Project Manager (I.T) as well as from G.M(Operation’s) regarding completion of Line-Integration work at Moser Baer Photo Voltaic Technologies India Ltd. at Greater Noida Unit, efficiently & effectively.
MoserBaer Six SigmaYellow Belt Certified.
ACADEMIC CREDENTIALS
B.Tech. –Information Technology from Northern India Engineering College, Lucknow affiliated to U.P.Technical University (UPTU)approved by AICTE.
Intermediate: Ist division from U.P. Board.
High School: Ist division from U.P. Board.
PERSONAL DETAILS
Father Name:- Late Sh.H.K Chaturvedi
Contact Address:- B-106,Shivsthan CHS,Bolinj,Opp.Gokul Township,Virar
(W), Thane, Maharashtra - 401 303
D.O.B :- 06/04/1982
Marital Status:- Married
DECLARATION
I do hereby declare that, the above facts specified by me are true to the best of my knowledge and belief.
Date:14th April, 2014
Place:Mumbai Siddhartha Chaturvedi