I am an experienced IT Operations Analyst with a strong background in ITIL V4 framework. With a critical mindset and an organized approach, I have successfully helped business leaders and stakeholders in all facets of operations. I have extensive experience in incident management for clients such as Microsoft and Ford Motors, utilizing the ITIL/ITSM framework. I excel in handling escalations by coordinating with technical teams and organizing scrum meetings. Additionally, I have chaired major incident management bridges for severity 1 cases, meeting SLAs and ensuring timely updates.
Client relationship management is one of my strengths, as I have hosted weekly/monthly meetings with clients, organized retro meetings, and facilitated production meetings post critsit closure. I am skilled in human resources management, reviewing and taking actions on severity 2 and 3 cases to expedite resolution. My educational background includes a Bachelor of Engineering from Rajiv Gandhi Technical University, Bhopal, and a management certification from Loyola Institute of Business Management.
During my tenure at Hewlett Packard, I served as an Incident Manager, handling escalations from US customers regarding HP laptops, printers, and scanners. I am proficient in tools such as Service Now, JIRA, Microsoft Dynamics 365, and MS Office. As a Technical Support Associate, I provided email and chat support for HP printers, scanners, and laptops, resolving software installation issues related to static IP address, VPN, and active directory.
