Summary


Eager to contribute highly applicable ITIL concepts, skills and ability to personalize service delivery to analyzing business needs and translating them into executable strategies for your firm
VALARMATHI COMPUTERS
Worked in Valarmathi Computers as a Hardware Engineer.
Assembling computers
Hardware and Software installations
Handling printers
Did AMC for more than 600 customers
Resolving issues with computers remotely
Setting up Internet services to user s computers, troubleshooting with ISP issues Both Wired and Wireless



Employment

2021 -  June, 2004

Handled classes from Form 1 to Form 6
Taught computer classes also as well
As a sister concern, worked in HappyWave Sdn. Bhd on Logistics
Logistics on Food and Alcoholic Beverages

Education

Training

A+
IT Infrastructure Library ITIL Foundation Certificate V3 93 %
Name of Father : Mr.M Chinnappan
Date of Birth : February 9th , 1980
Languages known : English and Tamil
Permanent Address : No 2 , 4th Cross , Shanthi Illam
Thiruvalluvar Street , Thamizhthai Nagar , Vanarapet
Pondicherry- 605 001
Thanking You
Yours truly
AMALANATHAN CHINNAPPAN


Miscellaneous

x Worked with WFM Work Force Management on roistering technicians availability xi Appointing visit engineers to user s premises xii Worked for RCAM Repeat Caller Account Management xiii Handling Escalated issues xiv Specialist on FCR First Call Resolution in the given AHT Average Handling Time xv Handled approximately 35 incidents per day
Very soon I was promoted as a Mentor for our team, handling Team Leader calls, doing call-backs, floor support and escalated calls.
WNS Global Services P Ltd
Working in WNS Global Services P Ltd, as Technical Analyst. Joined this company as Technical Associate. On my performance I are promoted as Technical Analyst in the 6 months from the date of joining.
We work for Aviva, known as Norwich Union. Remote Desktop Services outsourced from UK. It is an enterprise support. We work with ITIL concepts.
We work on the basis of Severity and Priority of incidents, wherein the SLA Service Level Agreement, would be assigned by Service Desk Associates.
Severity Priority Hours
5 5 100
4 Any 20
3 Any 10
2 Any 4
1 Any 1
As we the L2 Tier 2, receive various incidents from various departments resolve incidents. These incidents are logged by the First Point of Contact of an IT Firm Service Desk. It depends on the reason for which an incident is created, specific issues are resolved by Service Desk in the Scope of Support and they in turn reach various departments to resolve the issue.
We, as the Remote Desktop Services Team, work with the above Severity and Priority, in certain incidents, Incident Management has rights to increase and decrease the same. They monitor and update their comments to resolve the issue in the SLA.
We work with incidents which are logged, resolved and closed through Assyst. We resolve issues with various applications like CUTEPDFWRITER, Flash Player, Photoshop, Quicktime Player, Right Fax Client, Assyst, Bussiness Objects, Cisco Softphone, Csco webview, Citrix Client, EG Work Manager, Network Printers, Quality Center, Scanjet, IBM Content Manager, IBM DB2, IBM Image Viewer, IBM Lotus Notes Client, IBM Lotus Same time, IBM On Demand, IBm Personnel Communication, Athena, Accessruntime Utils, Clent First, Dip Mainframe, York Mainframe, Perth Mainframe, Norwich Mainframe, Gemini, Exceed, FontPack, Property Maket Insurance System, Smart IE, TNS Names, Microsoft Access, DotNetFrameWork, Office, Project, SQL Server, MS Visio, Visual Basic, Visual Studio, Oracle Client, Sophos Antivirus, Rockwell, Java, Winzip, CSCO_VpnClient, Sygate, Mobile Drivers, iPass etc &.
Above applications are examples, still more application are there. These applications are used in daily basis by users. Any issues pertaining to those applications would result in creating an Incident. Incident Management Team keep in touch with other Management services to resolve the issue at the earliest. Fore instance, if we find that a specific issue is with the Hardware of the computer, then it needs for a hot swap. Change Management decides the change and checks with the Release Management of another computer, at times the Financial Management would find the source to get a new computer eg, VIRUS issue.
We take decisions by consulting with various departments while handling an incident. It depends on the issue which we handle. There are situations we would close the job without resolving, we try to reach users for 5 business days, if user is not responding, we consult with incident management and close the job assuming that the issue is resolved.
Incident Management composed of, Executive management
Staff support department representatives
Department heads whose departments are affected by the incident
For out of SLA incidents, we prepare an action Plan to resolve it.
All the jobs which we do is based on ITIL concepts.
RESPONSIBILITIES
Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives.
Build credibility, establish rapport and maintain communication with stakeholders at multiple levels, those external to the organization.
Maintain continuous alignment of program scope with strategic business objectives and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.
Coach, mentor and lead personnel in a technical team environment.