PB

phani bhushan

available

Last update: 10.09.2013

Information Technology and Services Professional

Graduation: not provided
Hourly-/Daily rates: show
Languages: English (Native or Bilingual)

Skills

Provisioning, ITIL, Telecommunications, Troubleshooting, Software Documentation, Operating Systems, Requirements Analysis, Unix, Software Project Management, Technical Support, Service Delivery, IT Service Desk, Incident Management, Incident Reporting, ITIL v3 Foundations Certified, Change Management, Release Management, IT Service Management, ITIL Certified, Sla

Project history

Patni Computer Services
Incident Management
08.2006 - 08.2012
• Deliver Service Transition Project in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting) , where the successful implementation of service resource skills and processes are just as critical to project success as technology
• Deliver customer advocacy via exemplary Service Transition project delivery
• Took full responsibility for the management for one of the stack involving of training the team members remotely.
• Interacted with 3rd party suppliers, involving agreement, planning, timelines and quality of deliverables
• Produce detailed Transition plan to manage interdependencies
• Ensure strict commercial change control to manage deviations
• Adhere to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues
• Monitor the project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented
• Review the outcomes of the Service Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction
• Consistently exceeded agreed service levels for the metrics related to Incident, IT Change and releases, Application and Network availability.
• Published more than 20 reports/ month related to service level and operational performance.
• Implemented process for SLA data gathering, reviewing, approving and publishing the SLA reports.
• Continually refined the reporting templates and formats used for operational and service level reporting.
• Implemented initiatives to improve continually improve service level performance.
• Provided requirements for process automation, evaluated and provided feedback on tools for process automation.
• Conducted Daily, Weekly, Monthly Operational and service level performance review meetings to ensure Issues/Risks are proactively identified and addressed.
Information Technology and Services
10,001+ employees

Patni Computer Services
Service Support
08.2006 - 08.2012
• Handle all Incidents, Events and Service Requests reported by Customers.
• Events are automatically detected and reported by event monitoring tools.
• Restore the normal service as quickly as possible to minimize the adverse impact on business.
• Perform the first level investigation and troubleshooting to fix the issue in its initial stage.
• Escalate the issue to the next level with all the artifacts for further investigation.
• Work with all stakeholders to identify the workaround or resolution for the Incident.
• Ensure that the best possible levels of service quality and availability are maintained.
• Initiate and manage the bridge calls for critical issues (Severity 1) between Client and Patni internal team.
• Use the designated communication bridge, monitoring facilities and on-call schedule from technology tracks to facilitate immediate attention from all required parties.
• Maintaining RCA and chronology of the events for all Severity 1 issues.
• Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, till the issue is resolved.
• Worked on Mercury ITG ticketing systems for tracking and working on assigned trouble tickets.
• Follow up on the tickets to make sure that the tickets get resolved within the agreed SLA’s.
Information Technology and Services
10,001+ employees

HP Global Soft (India) Pvt. Ltd
Technical Support Engineer
03.2004 - 10.2005
Responsible for handling Customer Calls through chat support. The process involves supporting all the technical issues of Hewlett Packard (HP) and Compaq Desktop PCs.
The technical issues involve the areas of Operating Systems, Hardware components of Desktops & Computer Peripherals and the application software's shipped along with the Desktop PCs.
The process involves taking complete ownership of the calls and following the set of processes to troubleshoot and fix customer calls. Responsible for documenting all the cases. Escalate calls based on customers demand/own judgment.
Information Technology and Services


Data Object Technologies
Technical Support Engineer
04.2003 - 01.2004
• Responsible for installation of several OS and other software including configuration of outlook, printers and scanners along with user creations and configuration permissions.
• Purchase Computers and designate Tasks to trainees for invoice raising and billing etc.,
• To ensure that Total problem resolution and Customer satisfaction metrics are met as per the client business requirements.
Information Technology and Services


Blue logics (India) Pvt. Ltd., Hyderabad
As Trainee-Systems
03.2001 - 03.2003
Interact with the clients and assemble the system as per their requirement and install the required software either at company location or at Customer location.
Troubleshoot Hardware and Software issues
Check for feasibility of replacing the part, if customer requests any
Communicate with the Hardware Vendors for ordering the parts
Prepared Invoice and sales orders.
Information Technology and Services


Aurora College, Hyderabad
As Lecturer
02.2000 - 01.2001
Taught C, Data Structures, SAD and SE for post graduate and graduate students.
Prepare weekly, monthly schedule for lecturers.
Prepare and scrutiny students for paper presentations.
Attended paper Evaluation of Post Graduation and Graduation.
Performed duties as Examiner for Lab examination.
Information Technology and Services

Local Availability

Only available in these countries: India
0930 AM IST to 1800PM IST
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