Bharath Kumar - ITIL Resume

Bharath Kumar - ITIL Resume

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  Bharath Kumar ITIL –Configuration Management [email protected] +91-8500957570 SUMMARY An IT Service Management professional with 2 years of experience in the ITIL Domain, with a strong foundation of Implementation, Operations across all environments that drive process excellence and CMDB that enable fulfillment and operational excellence.  Incident / Problem / Project management for Configuration management, Weekly / monthly Reports trending of activities.  Application mapping, Process flow implementation, Daily operations, Documentation, Training, Enhancements, Functional Requirement gathering, Testing and sign off.  IT Service Management: implementation, driving, monitoring and maintaining of ITIL processes across an organization. PROFESSIONAL EXPERIENCE ITIL Configuration Management in TCS from Jan’15- Till date EDUCATION B. tech from JNTU, in 2015 Intermediate, from Board of Intermediate (A.P), in 2011 Board of Secondary education, in 2009 PROJECTS Service now – ITIL Management June 2016 – Till date • Identify client requirements for Service now approved projects, and develop and lead the project plans for delivery and acceptance. • Communicate with Service now development team to discuss deployment and to understand technical limitations need to be considered as part of the functional design. • Deliver continuous service improvements by proactively identify opportunities for improvements to the implemented processes in Service now. • Manage customer expectations accordingly and attend appropriate weekly / monthly meetings. • Accomplish assessments to provide effort estimates in order to present to process owners to enable them to plan requirements. • Maintain Service now Project Plans for all Client Projects, to be presented weekly. • Coordinate with all team members internal and external in a regular cadence of meetings and reporting. • Assist with agenda preparation for Weekly Status meetings per client.
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  • Implementation ofService Now CMDB. • Enable process interfaces to CMDB, including Business Continuity Planning, application decommissioning. • Improved Application & Infrastructure level controls. ITIL Operations – Configuration Management Oct 2015 – May 2016 • Maintain Configuration Management Knowledge Base. • Management Conduct Configuration process trainings to generate awareness on the Configuration Management policies and CMDB maintenance. • Continually analyze CMDB data for defects and drive improvement projects. • Report metrics for internal data quality management, monitoring of CMDB usage, etc. • Train/Assist users to create reports or pull data. • Implement the loading and validation of new Configuration Items and CI updates. • Manage and maintain CI relationships per the Configuration Management policies. • Work with application owners and technology owners to identify CI relationships in accordance with Configuration Management policies. • Monitor and resolve tickets assigned to the team within specified SLAs. • Document and improve Configuration Management work processes and standard operating procedures. New Tool - Configuration management Jan 2015 – Sep 2015 • Design and development of the Service Delivery (across ITIL Processes) were planned and controlled by adherence of common minimum practices. • Develop Project Plan/Standard Operating procedure to identify responsibilities for each design and development activity. • Coordinate with various technical stack leads to explain them about the concept of CMDB Processes & gather requirements. • Verify and validate each design and development activities were assigned to qualified personnel equipped with adequate resources. • Ensure that the progress is regularly reviewed, documented and communicated to concerned personnel. • Writing test cases and testing the catalog items in Dev & QA environment, to ensure the final product meets the initial requirement. • Responsible for delivering stable operations to the customer. • Enhancement of the existing reporting structure by coordinating with the data warehouse team. • Conducting trainings & awareness sessions on the benefits and usage of CMDB.