hemraj hansdah

About

Customer oriented, Solutions focused and Proactive IT professional with 8 years of IT experience in ITSM (IT Service Management). Effectively handled various aspects of Service Support Functionality like Change Management, Release Management, Service desk Management, Incident Management and Problem Management. I am well acquainted with all the phases of SLM (Service Level Management) and have ensured that the services are delivered on time within SLA. I have worked on projects for clients such as UBS, IBM and Dell Services. I am a resourceful and team-oriented worker that is self-motivated and receptive to change.

Country

united states

City

mcgraw

Industry

information technology and services

Skill

Experience

junior service coordinator

maintec technologies inc.

2007-5 - 2008-5 · 1 yr 1 mo

Managed Change management process which involved creating change & scheduling of change. Calculating risk of the change and chairing meetings with the technical team & documenting minutes of the meeting. Validated the severity of an Incident / Problem record by investigating the business impact to the customer & assigned the issue to the proper technical group for resolution. Monitoring task Id & queue preparing daily, weekly & monthly report including the service availability & sending Executive alert in case of a severity 1 situation. Coordinating with Service Desk team for capturing the customer requirements.

software development analyst

dell

2011-5 - 2012-3 · 11 mos

Supported evaluation and monitoring of the delivery system by reporting daily and monthly KPIs (Key performance indicators). Conducted statistics reporting and daily feedback reporting. Collated feedbacks raised in each shift for monitoring and keeping track of all incident communication and information. Checked, analyzed and validated the comment from the concerned incident and problem ticket. Updated the quality log from the details provided in the incident ticket and complaint comments. Conducted regular check-ins for new requests, queries from clients / business users and evaluated the validity, if applicable.

operations specialist

ibm

2007-5 - 2010-9 · 3 yrs 5 mos

* Implemented agile methodologies in the team and took initiatives to communicate and share an understanding of the concept. Started and led innovative domain knowledge sharing concepts within the team. * Apart from handling Incident and Problem management process, analyzed on failed change and investigated on the root cause of the failure. * Managed task ID & queue & prepared daily, weekly & monthly reports.

senior technical analyst

cognizant technology solutions

2012-4 - 2015-12 · 3 yrs 9 mos

* Led the team in providing Incident management (managing and resolving production and operations incidents) and Request management (managing Service Requests). * Acted as a single (1st) point of contact for traders and trade support teams in various global regions. * Worked closely with Traders, Order generators for critical trading applications like Longview, TradeFlow and few more application for client (UBS, Singapore) in Asset management domain. * Identified, diagnosed and resolved system problems; documented, communicated, escalated technical issues and articulated business impact.