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CONTACT #173/5, L.Priya Building, Near

Yellamma Temple

Konapana Agrahara, Electronic

City, Bangalore

Bangalore

E-mail: chireddy.itil@gmail.com

Phone: 9886765685

CAREER

OBJECTIVE

To work and grow in competitive and congenial environment in an esteemed

organization where there is a scope to utilize, share my knowledge and skills for the

development of the organization as well as self

QUALIFICATIONS BSc (Computer Science) with 70.83% from S.V Degree College, Sri

Krishnadevaraya University in the year 2005.

CERTIFICATIONS Certificate holder ofACCP(Aptech Certified Computer Professional) fromAPTECH.

Certified IBM System p Administrator.

WORK

EXPERIENCE

Cable and Wireless (Wipro Ltd) Jan 2007 Aug 2010

Service Desk Advocate

The Service desk for Cable&Wireless involves Monitoring of Incidents till closure. The

project is a combination of onsite and offshore resources to provide 24/7 services based

on best of breed tools.

The Service desk Engineer would be the FACE of the IT infrastructure team as the

Single Point Of Contact by providing voice Support and Remote Technical support to all

the end users of the Customer organizations of US and UK.

Was a POC (point of contact) to handle a team of 9+ members, also handling

Escalations during team leaders Absence

Was a single point of contact for phone calls and emails from staff regarding IT issues

and queries

We receive calls from internal staff via telephone and email and log them as the new

remedy tickets

We maintaining an Asset Database and track changes

We are 1stand 2ndline support - troubleshooting of IT related problems from in-house

software to hardware, such as Blackberrys, Laptops, PCs and Printers

We troubleshoot basic network issues such as ADSL broadband issues

We escalate unresolved calls to the infrastructure support team

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Cisco (Wipro Ltd) Oct 2010 Present

We log all calls in the ITSM tool BMC Remedy

We take ownership of user problems and follow up the status of problems on behalf of

the user and communicate progress in a timely manner

We maintain a high degree of customer service for all support queries and adhere to

all service management principles

We provide stats for the weekly Service Desk report on call trends

I Publish support documentation to assist staff with requests for information &

provide staff training if required

We create user accounts, reset passwords, create groups etc.

We provide Blackberry account management and provision.

Was instrumental in working efficiently on various SLA guidelines as & when a

change in the SLA, also by achieving 95% in Quality Checks.

Was well known with all the processes in the project there by instrumental in

handling various processes as & when required.

Got Best performer of the Quarter Q2 -2009 award.

Incident Manager Skilled in collaborative management environment, succeeding through regular

meetings and clear formal and informal communication with members of the remote and

local management teams.

Having good understanding in infrastructure technologies like Unix, Windows,

servers, Middleware, Email and Messaging services and networking etc.

Key member of the team responsible for Global 24/7 support to customers across the

globe.

Coordinate with Problem Management, Change Management and Configuration

management to ensure correct and consistent data is provided to the Incident

Management Process.

We represent the team and Cisco Systems while leading a Sev 1 and MI (Major

Incidents).

We provide technical direction and coordination to the resolver groups involved.

We provide support and participate in the Change Control Board and Change control

process.

We provide appropriate inputs to the problem management process, RCA preparation.

We develop an understanding of the clients organizational structure and infra

environment.

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We maintain group chats and bridge calls effectively to resolve incidents.

We will send out executive alerts/ communication mailers.

We handle conflict situations and make quick decision while driving incidents.

We manage and drive third partied to the quick resolution of incidents.

We use escalation matrix appropriately to get appropriate level of focus from technical

teams and management.

Testing the application for performance issue and other functional issues (verifying

server logs, application logs etc...).

Prepare trend related to incident and change management for the higher

management.

Responsible for maintaining a good cycle time for call closure within the team and

adhering to the SLAs

Generating Daily/Monthly/Quarterly/Yearly KPIs Reports as per the clients

requirements.

EDUCATION SSLC July 1999 March 2000

Intermediate (Maths, Physics &Chemistry)

May 2000 April 2002

B.Sc (Computer Science) July 2002 March 2005

Aditya High School, Proddatur, Andhra Pradesh

Passed with 60.01%

SSN Junior College, Ongole, Andhra Pradesh

Passed with 66.6%

S.V Degree College, Anantapur, Andhra Pradesh

Passed with 70.6%

REFERENCES References available upon request.

INTERESTS Reading Books, Listening Music, Browsing Internet, Playing Chess and Basket ball

STRENGTHS Good Communication.

Strong Willpower.Clear Incisive Thinking.

PERSONAL Fathers name : Mr. C.Chenna Reddy

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PROFILE Date of Birth : 10- 08- 1985.

Sex : Male.

Marital Status : Married

Known Languages : English, Hindi, Telugu and Kanada

Nationality : Indian.

Permanent Address : 2-931, Gundra Vari Street, Proddatur-516 360, Kadapa Dist, A.P

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