Amit Kumar YadavDOB: 28th May 1982Oberhofer Platz. 4,

80807 Munich,015171027736

Email: amit.yadav@gmx.de

Skills:

Functional : ITSM, ITIL Practices, IT Asset Management, BMC Remedy

Server OS :Windows Server 2000, Windows 2003 Enterprise Server, Windows Server 2008 R2 & Windows Server 2012 R2

Client OS : Windows XP/Vista/7/8/10 Deployment Tools : Microsoft SCCM 2007/2012 R2, MDT,

LANDesk 9.0, Acronis Language: English & German (Undergoing Training for Level A1)

Education:

2002-2007: Bachelor of Engineering & Technology (Electronics & Communication) UP Technical University, India

05/1998-05/2000: Inter in Science (12th) in State board in FCI Inter College, Gorakhpur in, 2000.

05/1997-06/1998: Metric S.S.L.C (10th) State board in FCI Inter College, Gorakhpur in 1998.

Curriculum VitaeWork Experience

09/2013 – Till Date: NTT DATA Deutschland GmbH, Munich (Formerly known as Cirquent GmbH) as IT Specialist

Supporting IT Infrastructure Services for almost 2000 plus users in Germany, Austria, Switzerland, U.K. & Denmark

Currently working in collaboration with Dell to deploy Windows 10 Image using SCCM 2012 R2 for North EMEA Regions with the support team in Italy.

Providing Technical, Functional and Operational Support to users in the implementation and use of Software applications.

Deploying OS and softwares through SCCM & LANDesk and Administration, Monitoring and Maintenance of Data Centers.

Administration of Active Directory, Lync Console & Exchange management console. Managing User accounts and OU.

Installation of patches & Updates through WSUS and SCCM.

Milestones:

Established Desktop Service Management in Munich Took over the Infrastructure services in NTT DATA Vienna. Successful relocation in Cologne and Munich locations involving

relocation of the Data Center.

06/2010 – 09/2013: NTT DATA GDS, Bangalore (Formerly known as Keane India Ltd.) as Team Leader

Work with IT Operations & Service Provision teams to deliver services in line with the OLAs, SLAs & KPIs.

Auditing the team member’s performances on a weekly basis & giving feedback regarding performance parameters to the team members.

Preparing Shift Schedules and the Task Schedules for the team members on monthly and weekly basis.

Interacting with Business Partners for enhancement of deployment and Migration.

Maintaining stability and consistency in meeting milestones and deliverables and providing trend reports and analysis for IT Support related incidents.

NOC Associate

Providing 24/7 monitoring globally for the NTT Data MPLS, Internet and the NLD links & coordinating with the vendors to make the service available as soon as possible.

Monitoring Virus, Intrusions, unauthorized installations and different alerts and informing the users as well as the Networking Team.

Description of all active and proactive tasks to keep the system running and prevent unplanned outages and by providing all information required.

Service Desk Associate

Manage the IT service desk for incident and problem management as per the ITIL concepts and guidelines and Oversee and ensure support & services delivery as per the Service agreement meeting all SLAs.

Handling User request creation for various commonly used Keane Applications (Ex: Novell, Inline, NextHire, GTS, LDAP etc.) and Ensuring all exiting employees accounts are deactivated.

Providing technical advisory & consultation on equipment specification, evaluation, selection, configuration, integration, installation & testing of new systems and Imparting training to the engineers pertaining to remote diagnostics, configuration & troubleshooting.

Providing Backend support for the internal ticketing tool called Certido for the access related for the different business units, Changing the status of the SR’s, providing bulk report for the various support groups.

Milestones

Launched a new Service Desk Model which helped us to balance the workload equally among the team members.

Changed the auditing parameters for the SD members which helped the team to speak, communicate and work effectively resulting in a better customer satisfaction.

Awarded for delivering excellent client support and have all the awards available in NTT DATA GDS.

Has been recognized by the senior management with all the awards in the organization (Keane Pin, Spot Award, Most Outstanding Contribution, Big Gaudy Trophy)

Won Most Outstanding Contribution Award for Outstanding Performance for the Year 2012

11/2006 – 06/2010: Convergys India Pvt. Ltd, Bangalore as Sr. Technical Support Officer

Voice Support in Microsoft Office and Outlook Technical Support. Inbound calls on issues related to functionalities, profiles, pst / ost and send and receive issues with the (0x800ccc … Errors). Troubleshooting issues with Office. (Errors relating the installation …..1302/1312 ……)

Troubleshooting issue with Microsoft Equipt (Launched in the month of July’08) not yet in India. Issues related to the Windows live one care and the live ids and regarding the product key and activation validations.

Troubleshooting done in All Office retail installation and errors. Steps related are on all of the issues stated above are on Registry, Clean boot, safe mode with networking …etc.

Milestones

Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new call procedures.

Enhanced new agent’s performance through daily mentoring, one-on-one discussions and motivational strategies.

Received outstanding positive comments from customers on service provided, as well as exceptional feedback from senior management.