![? Manage projects from start to finish within timeline and budget,
assigned resources to ensure successful project completion. Monitor
user satisfaction after successful project completion.
? Following process and preparing documentation for ISO 20000 and ISO
27001.
? Maintaining Incident management, Problem management, Change
management, CMDB trackers.
? Coordinate with Customers during Pre-Sales [including customer visits],
SD & Post Sales period and ensure that their requirements are met.
? Coordinated activities by change management, incident management,
business continuation, vendor management and problem management
for return to service and problem mitigation and assure 24/7 service
availability.
? Communicated and work with Project Manager to define metrics,
performance goals and risk analysis.
? Made sure the all critical and major incidents are addressed within SLA
and OLA response and sending out the critical alerts for such incidents.
? Audited major service interruption tickets for appropriate
prioritization, technical and business domain accuracy, and service level
metrics
? Collaborated with cross functional teams to analyse, investigate and
diagnosis root cause of problems, as well as completion of corrective
actions. Engaged at a basic technical level in discussions to evaluate
those solutions, and publish Root Cause Analysis (RCA) report.
? Effective and rapid response to major incidents, also chair all major
incident and operation review meetings & technical bridges further
develop and maintain the service management process.
? Produced metrics for service performance (CSI) and customer
satisfaction both on a regular and an ad hoc basis.
? Communicated and work with Project Manager to define metrics,
performance goals and risk analysis.
? Provided a disciplined process for introducing required changes within
the Information Technology (IT) environment, with minimal disruption
to on-going operations and services over Remedy application (BMC
remedy 7.6).
? Responsible for development of ITIL based enterprise problem
management policies, processes, targeted communication approach and
escalation strategy
? Act as the key point of contact for the client on all matters relating to
change management, facilitated meetings as appropriate and ensures all
relevant documentation is available at client meetings.](https://image.slidesharecdn.com/2004ee7b-1eec-4729-83c9-f2a38f0a85be-161126143208/85/Rakesh-Rathod-Resume-Nov-2016-4-320.jpg)
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Rakesh Rathod Resume Nov 2016
- 1. Resume Name: - Rakesh Pandit Rathod Mobile: - 9821265418/9892317857 Email: - rakesh.rathod24@gmail.com; Address: - 8/404, Vakola kole kalyan, Kadawadi Police ground Near Niron hospital, Santacruz East Mumbai C 400055. Career Objective:- ? Overall 5 years¨ experience in Data Center Operations. ? A career driven ITIL management professional with solid commercial experience in large-scale high volume business environments & work towards continuous improvement of service, process and procedures. To work in a challenging environment that provides opportunity to learn key technologies, be an effective team player and to be an asset for the organization by delivering to the best of my capabilities. Education Qualification: - BSc in Computer Science from D. G. Ruparel College (Mumbai University) April 2009. Primary Skill: - ? ITIL, ITSM (Service Management). ? Project Management, Business Skills, Operational Expertise, ProblemSolving. Professional Qualifications:- 1. ITIL V3 Foundation certified. (Certification No. GR750085182RR) 2. Good knowledge of Operations in Data Center. 3. Certifications :- Security Awareness TCDC (Tata Communications Data Center) 4. Knowledge of BMC Remedy 8.1 ,GMS portal, CMDB, SAP Tool (Tivoli, IBM tool)
- 2. Experience:- Currently working in Capgemini as Consultant. 1. Post: - Consultant. Organization: Capgemini (Mumbai) Duration: - 1) Duration: - July 2016 C Till date Roles and Responsibilities Change & Release management ? Managing daily standard changes SRD(Service Request Definition) & SLM (Service Level Management) ? Handle ITSM production support changes including Hotfix & customization. ? Do the Asset management, Documentation, Working on CMDB tool, BMC remedy, SLA, CSI, RFC, Planning execution on projects. ? Manage processand documentationdailybasiswithco-ordinatingvarious teamslike Testing,Development,Integration,Productionsupport. ? Communicated and work with Service delivery, Project Manager to define metrics, performance goals and risk analysis. ? Assessed, planned Change Management process. Represented weekly Change Advisory Board (CAB) meeting and facilitated stakeholder analysis & impact assessment ? Logged and prioritized all Requests for Change (RFCs) with all required information to an appropriate standard and presented the daily and weekend FSCs (Forward Schedule of Changes) 2. Post: - Senior Associate Organization: Tata Communications Ltd. (Mumbai) Duration: - 1) Duration: - December 2011 C September 2013 (Mafoi Randstad) 2) Duration: October 2013 C March 2014. (Prompt Personnel) 3) Duration: - July 2014 C June 2016. (Prompt Personnel) Roles and Responsibilities Project Management / Service Delivery Operations ? Managing day to day operations in Data centre for maintaining high uptime of customer service with customer database. ? Maintain compliance to various Standards / Audits / Certifications.
- 3. ? Do the Asset management, Documentation, Working on CMDB tool, IBM Tivoli, SLA, CSI, RFC, Planning execution on projects. ? No major escalations from Customers towards Services offered to them. ? Working on Incident and change management to ensure that adherence to guidelines of DC is maintained by both Internal and External people. ? Manage Vendor, integrators, consultant relationship, as well as SLA, contact, invoice and billing. ? Following escalation matrix for incident and problem which takes longer time to resolve. ? During colocation commissioning coordination with feasibility teamand program management team for customer requirement. ? Conduct reviews against OLA with all stake holders at regular intervals and push them for a closure of open items. ? SupportingSalesandSolutionsteamon RFP.Give inputsto feasibilityteamson capacityand reservations. ? Co-ordinating with vendor¨s for preparing AMC (Annual Maintenance Contract) & SLA. Manage process and policy documentation andits adherence.ManagingAudits,evidence collection,timelyNCandobservation closures.Coordinationwithcrossfunctionalteamsforclosure of pointsrelated to theirdomain. ? Support engineering and project teams during discussions of new builds or special projects; participate in commissioning activities of new setup ? Managing customer owned equipment¨s collocated in IDC - l like FW, backup devices, L2/L3 switches, servers, OS admin, DB admin (Oracle, MySQL), system admin (UNIX, LINUX, Windows) ? Support management in providing accurate data related to capacity, SLAs, process adherence, OPEX spend, power billing and customer services details. ? Provide inputs to billing team on power and support them on customer queries. ? Manage projects from start to finish within timeline and budget, assigned resources to ensure successful project completion. Monitor user satisfaction after successful project completion. ? Conduct drills, test restores, OS patching, software updates, line test, power cycle, failover/ fallback. Plan for power and cable maintenance for BCP/DR workstations, servers, switches. ? Manage Vendor, integrators, consultant relationship, as well as SLA, contact, invoice and billing. ? Meet with various customer¨s on monthly bases regarding projects, operational events, resources allocation/utilization, budget, status reports, etc´
- 4. ? Manage projects from start to finish within timeline and budget, assigned resources to ensure successful project completion. Monitor user satisfaction after successful project completion. ? Following process and preparing documentation for ISO 20000 and ISO 27001. ? Maintaining Incident management, Problem management, Change management, CMDB trackers. ? Coordinate with Customers during Pre-Sales [including customer visits], SD & Post Sales period and ensure that their requirements are met. ? Coordinated activities by change management, incident management, business continuation, vendor management and problem management for return to service and problem mitigation and assure 24/7 service availability. ? Communicated and work with Project Manager to define metrics, performance goals and risk analysis. ? Made sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents. ? Audited major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics ? Collaborated with cross functional teams to analyse, investigate and diagnosis root cause of problems, as well as completion of corrective actions. Engaged at a basic technical level in discussions to evaluate those solutions, and publish Root Cause Analysis (RCA) report. ? Effective and rapid response to major incidents, also chair all major incident and operation review meetings & technical bridges further develop and maintain the service management process. ? Produced metrics for service performance (CSI) and customer satisfaction both on a regular and an ad hoc basis. ? Communicated and work with Project Manager to define metrics, performance goals and risk analysis. ? Provided a disciplined process for introducing required changes within the Information Technology (IT) environment, with minimal disruption to on-going operations and services over Remedy application (BMC remedy 7.6). ? Responsible for development of ITIL based enterprise problem management policies, processes, targeted communication approach and escalation strategy ? Act as the key point of contact for the client on all matters relating to change management, facilitated meetings as appropriate and ensures all relevant documentation is available at client meetings.
- 5. ? Vendor Management which include Process knowledge of handling vendors and operating as vendor for very high end Commercial projects. ? Planning project activities viz. scoping, estimation, tracking, change management, delivery management and post implementation support. ? To ensure that DC Operations are carried out smoothly on 24*7*365 basis ? Implementing project plans within pre-set budgets and deadlines. ? Complete knowledge of Application development life cycle for internal and external customers. Application development knowledge for Multiple Domains ? Experience of project transition of projects, preparing project related documents and implementation of committed parameters ? Technical Management in which need to managed multiple projects and operations with all technical teams like Windows, Network, Security, UNIX, VM Ware, Citrix, Database, Web Services, Application Management, End user computing and Service Desk. ? No major escalations from Customers towards Services offered to them. ? Do the Asset management, Documentation, Working on CMDB tool, SLA, CSI, RFC, RCA, Planning execution on projects. ? Basic Command knowledge of SQL. ? Maintain compliance to various Standards / Audits / Certifications. ? Working on Incident, change and Problem management to ensure that adherence to guidelines of DC is maintained by both Internal and External people by using BMC Remedy 7.6 Version. ? Manage Vendor, integrators, consultant relationship, as well as SLA, contact, invoice and billing. ? Meet with various customer¨s on monthly bases regarding projects, operational events, resources allocation/utilization, budget, status reports, etc. ? Working on Viznet & Remedy Docket system for attending customer complaints and resolve the same. ? Giving RHS support to customers like giving commands on equipment, reboot and link termination etc. ? Managing escalation from L1 team during access and material movement of IDC customers ? Managing priority customers like MNC banks, Health and Pharmacy, automobile and telecom sectors including international accounts. ? Managing customer visit and explaining them IDC and related process. ? Managing customer commissioning for various services like colocation, Bandwidth, RHS and Lease line etc. by using Viznet and Metasolv. ? During colocation commissioning coordination with feasibility teamand program management team for customer requirement. ? Preparing various MIS reports on weekly and monthly basis.
- 6. ? Giving data for preparation of various customer reports on weekly and monthly basis. ? Maintaining Incident management, Problem management, Change management, CMDB trackers. ? Attending internal and external audits for TCL as well as for various customers. ? Handling various types Cisco switches, Configurations. ? Operating and monitoring the data center's critical facilities and functions in Order to meet or exceed Service Level. ? Coordinating internal teams for Lease Line implementation in data Center as per schedules generated by program managers. ? Coordinating with the international customers like Google, Yahoo, LinkedIn, Microsoft, Amazon, Barclays, Nokia, Times Internet For service requests & Remote hand services for GE, Forbes, T-System, RTS 3. Post: Senior Process Associate (Change Management). Organization: Tata Consultancy Services (Client - Dow Chemical Company) Duration: April 2014 C June 2014. Roles and Responsibilities ? Work as a Senior Change Analyst handling complex and new technology changes and monitoring RTB work. ? Working with SAP Tool (Tivoli, IBM tool) for daily change migrations. ? Working on NEA Projects (Next enterprise Architecture) handling Defects and Change Request for DOW Chemical. ? Based on risk and impact assessment of change case, do plan out communications and approval procedure for implementing change with minimal impact of organization. ? Chairing CAB meeting to coordinate with stake holders on readiness to accept outage, impact and outcome of implementing change. ? Holding overall owner ship of change request starting from impact assessment, checking readiness, approval process, CAB approval, communication to stake holders, updating event calendar, review implemented changes for desired outcome and to share monthly MIS with senior management. Computer Skills, Software &Areaof expertise :- Office 2007, Outlook 2011, BMS remedy Tool (8.1 Version), Viznet, SAP tools (Tivoli, IBM), CMDB, Asset Management, Incident Management, Change management, Problem Management, BMC tools.
- 7. SelectedContributions:- ? Won ｀¨Service Excellence Award¨¨ from Tata Communications Ltd. for excellent contributions in Operational Activities in April 2015, Sept 2014, Dec 2014. ? Got appreciation from various IDC customers like Google, Microsoft, Amazon, AT&T, and Bank of America for giving dynamic operational support end to end. Strengths:- ? I believe in maintaining high standard of work. ? Good team work with positive approach. ? I believe in sincerity and dedication in the execution of the work given to me. Personal Profile: Declaration: I hereby declare that all the above information furnished about me is true to the best of my knowledge and belief Place: Mumbai Rakesh P. Rathod. Name : Rakesh Pandit Rathod Father¨s Name : Pandit Pemala Rathod Date Of Birth : 24th December 1988 Sex : Male Nationality : Indian Degree : Bachelor In Computer Science Passport No : J1714086 (Valid till 6th September 2020)