Pratik Kumar Upadhyaya pratikupadhyaya17@gmail.com

Mob: +91 9650748051

+91 9451906046

ObjectiveTo be an integral part of a professional organization, where innovation & challenges would be the true essence of the work & I can apply my knowledge and skills to add more value to the company’s business while getting valued exposure towards my career growth. As well as to establish a long-term leadership career with a progressive company focused on putting people first, fulfilling customer promises and maintaining profitability through sound business practices

WORK EXPERIENCE10+ years of Experience in IT with good knowledge of ITIL process.

Duration Company Name Designation

Jun 2016 till Now Mahat Consulting Principle IT Consultant(Working as a freelancer

consultant)Jul 2014 to April 2015 IBM India Pvt LTD (On payroll of

IMSI PVT LTD)Incident / Problem Lead

Mar 2012 to Mar 2014

IBM India Pvt LTD. Service Support Co-Or-dinator

Jun 2010 to Mar 2012 Bharti Airtel Ltd (Partner Payroll) Service Support Execut-ive

Jun 2008 to Jun 2010

Wipro InfoTech (Client Site – Bharti Airtel Ltd.)

Service Support Execut-ive

Nov 2007 to Jun 2008 Hp Solution (Client Site – Bharti Air-tel)

Operation executive

Jun to 2007 to Sept 2007

Wipro Infotech ( Client Site – Voda-fone)

Service Desk Executive

Dec. 2005 to Jun 2007

Aptara Corp Communication Co-Ordi-nator

* Problem solving abilities and good team management skills.* Team player and experience to handle a customer escalations. * Effective communication and interpersonal skills.* Positive attitude and focus to enhance a customer satisfaction via service delivery.* Very good time management skills.

Summary of Experience:Good Knowledge of ITIL and 10+ Years of work experience following the best practices. Hands on Experience on Service Desk Tools like ECRM, HP open View and Monitoring Tools like HPOV and

SITESCOPE. Excellent communication and interpersonal skill. An effective communicator with exceptional relationship management skills with the ability to relate to people at any

level of business and management and significant experience working with steering committees and other project managers.

ManagerialITIL V3 (Foundation, OSA,) Certified.

A keen communicator and team member with excellent relation management, leadership, analytical and prob-lem solving skills.

Monitoring periodically, the implementation of the planned processes and suggesting appropriate changes. Developing and maintaining healthy business relationships with important customers and service managers. Attending as well as responding to critical service calls and emails by the customers and incident management

teams. Good knowledge of different job responsibilities and their scopes in service delivery management process. Coordinating between different teams of the organization to get the work completed on time. Acquired excellent management skills through the years of work practice. Having good experience to participate and handled DR (Disaster Recovery) drill. Participant in DR (Disaster Recovery) during unrecoverable scenario of production setup & handled complete

communication during that period. Hands on experience to handle Major Incident. Hands on experience of Incident, Problem, change Management. Hands on experience of team handling. Good personal relation with client, application & support teams.

My Roles and Responsibilities

Page 1 of 4

Company Mahat Consulting LLP (As a free Consultant)

Duration Jun 2016 to till now

Designation Principle Consultant

Job Responsibility Providing End to End consulting to Client as per requirement. Serving as the Project Lead to the consulting team including developing project

plans, assigning tasks to project resources, Follow-up with concern Team, and pre-paring weekly status reports.

On-site implementation of complex computerized maintenance management sys-tems as per client requirement.

Development of project site assessment including analysis of customer business requirements and application objectives;

Participating in periodic status checks with customers and team to assess progress against plan.

Assisting in developing and refining forecasts for project variables as necessary throughout the project.

Company IBM India Pvt Ltd (On Payroll of IMSI Pvt LTD)

Duration Jul 2014 to April 2015

Project Bharti Airtel

Client Bharti Airtel India, Bangladesh, Srilanka, & Bharti Infratel

Designation Major Incident Problem Lead

Job Responsibility Handle high severity Incident (Sev1, Sev2 & potential severity incidents) till closure. Analyze and validate the impact, urgency and criticality of all the high severity incid-

ents. Coordinating with all relevant stake holders or teams to get the high severity incid-

ent resolved within TAT and keeps escalating as per escalation Matrix. Follow up with relevant stake holders the root causes of the issues from the re-

solver teams and get it approved by client. Conclude the RCA of high severity incidents Handle Bridge (Customer & Technical) during high incident (Sev1 & Sev2). Bring all relative teams (Application, Support & project) on a single platform. Check all communication before sending to stack holders during incident. Arrange PIR (Post Incident review) calls after the major incident to conclude the

root cause. Analyze the exact cause, resolution & impact of incident. Prepare daily, weekly, monthly, quarterly & yearly dashboards & reports (SLA, Up-

time, downtime etc). Prepare all the report like Availability report, Incident report, Incident tracker report,

Weekly report, Monthly report, Daily Operation report, SLA report etc. Manage team roster & make sure the availability of team member in every shift. Run Service Improvement Programs (SIP) to improve the stability of applications.

Company IBM India Pvt Ltd

Duration Mar 2012 – Mar2014

Project Bharti Airtel

Client Bharti Airtel India, Bangladesh, Srilanka, & Bharti Infratel

Designation Problem Analyst

Job Responsibility Handle high severity Incident (Sev1, Sev2 & potential severity incidents) till closure. Analyze and validate the impact, urgency and criticality of all the high severity incid-

ents. Coordinating with all relevant stake holders or teams to get the high severity incid-

ent resolved within TAT and keeps escalating as per escalation Matrix. Follow up with relevant stake holders the root causes of the issues from the re-

solver teams and get it approved by client.

Page 2 of 4

Conclude the RCA of high severity incidents Handle Bridge (Customer & Technical) during high incident (Sev1 & Sev2). Bring all relative teams (Application, Support & project) on a single platform. Check all communication before sending to stack holders during incident. Arrange PIR (Post Incident review) calls after the major incident to conclude the

root cause. Analyze the exact cause, resolution & impact of incident. Prepare daily, weekly, monthly, quarterly & yearly dashboards & reports (SLA, Up-

time, downtime etc). Prepare all the report like Availability report, Incident report, Incident tracker report,

Weekly report, Monthly report, Daily Operation report, SLA report etc. Manage team roster & make sure the availability of team member in every shift. Run Service Improvement Programs (SIP) to improve the stability of applications.

Company Bharti Airtel

Duration 15th Jun 2010 – 15th Mar 2012

Designation Team Lead/Helpdesk Executive

Job Description

Extra Responsibilities

Maintaining data centre and maintaining the Relationship with the End Customers. Make sure that the Incident tickets are closed with the right closure code, and

Coordinate with Technical team to provide the RCA if required. Monitor the Incident tickets in accordance with their severity and updating the target

date depending on the SLA agreed and Co-ordinate with technical teams to update the Incident ticket regularly till they are resolved.

Preparing daily weekly and monthly reports for Incidents/Changes/SR’s. Handling client’s Escalations. Taking care of highly escalated issues related to client and ap Controlling the changes being done in production environment and ensuring that all

the documents (Change Request/Release) are in place before changes are done. Doing the follow up/escalation for pending issues outside TAT/SLA with Vendor

Second/Third tier engineers. Handling first & second level escalations from Customer/Client. Responsible for all the communication being sent from Service Desk to the

Customer e.g., P1 Incident, Schedule/Unscheduled Outages. Facilitating and participating in conference calls with customers, engineers and

Vendors. Documenting the policies and procedures to improve the process, achieve the SLA

and sustain the quality of services.

Company Wipro InfoTech

Client Bharti Airtel Ltd

Duration Jun 2008 to Jun 2010

Role Team Lead/Engineer Helpdesk Management

Job Description Manage the Help desk Team Handling H/W related problem of Network, storage & server devices – preferably

with CISCO/NORTEL/IBM / DELL (Remote Support). Monitoring all network, servers, storage devices through SITESCOPE, ARCSITE &

IBM Director tools. Providing L0 (smart hands & leg) support to Back-end Team (GSMC-Wipro). Maintaining data centre and maintaining the Relationship with the End Customers. Prepare all the report which would require by the clients. Tracking all incident and SR in tool (Hp-Open view/ECRM) follow up according to

SLA till resolution. Handling client’s calls & Escalations. Extensive exposure in managed data centre services and the operation

environments.

Company HP Solution

Duration Nov 07 to Jun 08

Role Helpdesk Analyst/Operation Executive

Job Description Worked on Hp-Open view Software to log on line calls. Check mails, understand the problem and log the call. Providing First level support.

Page 3 of 4

Checking the all calls is Hp-Open view and tracks the all calls. Handling client’s calls. Prepare all the report which would require by the clients. Providing the status of all logged calls. Reporting to management that how many mails/Calls came and resolved within

time period.

Company Wipro InfoTech

Client Vodafone

Duration Jun07 to Sep 07

Role Service Desk Executive

Job Description Working on Vodafone site as Wipro Representative. Co-Ordinate with client by phone or mail. Trouble shooting (hardware, Software and other IT related problems) Handling client’s calls understand his problem, log the on line call and resolving

their problems. Escalation Management

Company Aptara Corp

Duration Dec 05 to Jun 07

Role Communication Co-Ordinator

Job Description Supporting in-house users (5000 user in India, UK & US) for data and system support.

Process Work Requests for creating users and group, samba user accounts on send mail and application servers.

Troubleshooting day to day activities of users regarding mails and application. Installation of software packages and patches on the servers including software

upgrades. Restoration of data using L100 and DLT-drives using legato and UFS-dump and

restore within specified SLA.Worked in IT department with six IPLC links (International Private lease circuits) of three ISPs Reliance, Bharti & VSNL from Delhi to New York that are MCI and AT&T at counterpart; along with it we are having one Primus cloud link.

Educational Qualifications

Degree and Date Institute / University Specialization / Result

B.Com (2002-2005) DDU, Gorakhpur University Finance, Marketing/2nd

10+2 (2001) Govt. Jubilee Inter College PCM/2nd

HSC (1999) Govt. Jubilee Inter College 2nd

Personal Details

Date of Birth 17.10.1985

Gender/Nationality Male/Indian

Father Name D.P.Upadhyaya

Contact Number Mob :+91- 9650748051

Contact Address B-23, Mayur Vihar Phase-3, Pocket -2, New Delhi

DECLARATION

I hereby declare that above information’s are true to best of my knowledge.

Place : Delhi SignatureDate : Pratik Upadhyaya

Page 4 of 4