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Caroline I


Mobile: +91

To pursue highly challenging ventures where I can contribute to the organizational goals. Intend to build a long term, fulfilling and successful career as an IT professional through application of my technical and interpersonal skills for continuous growth.

Bachelor of Computer Applications (BCA)

ITIL Version 3 Foundation Certified


HCL Technologies.
SKANDIA, (Offshore, India) Project Name : SKANDIA, (Offshore, India)

Period : Aug 2010 till date Responsibilities: Incident Management

Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology perspectives of providing business solutions. Chair Bridge calls for effective coordination, incident resolution, service restoration.

Collaborating with other teams, users, clients onsite/offsite facilities and vendors like
Symantec, HP etc. Manage and coordinate activities during overall ticket life cycle continuously follow-up with support team for relevant notification updates per SLA, and drive resolution. Creating, Modifying and managing Run-Books for all processes and also making sure that the information contained is constantly reviewed and updated.

Bridging conference calls with L3 engineers in weekly basic for updates and issue with latest product and find resolutions Monitoring the server utilization using the BMC monitoring tool and proactively informing the technical teams helping ensuring agreed service levels. Expoosure and hands on experience on Network Monitoring and Management Tools like Nagios, Orion (Solar winds Network Management software) and Incident Management tools like Remedy(IT service management) and CA service desk. Supervising the day to day operations involving the Datacenter Operations Technicians. Providing training for new hires and reoccurring training as required. Building & maintaining effective relationships with the primary third party suppliers. Experience in understading of a Major incident and steps for restoration and resolution involved to close it Ensure that the Incident record is fully updated prior to Problem Management handover. Reviewing the RFCs before they are approved and implemented.

Personal Information: Fathers Name Sex Nationality Religion Languages known Marital Status Date of birth Permanent Address :G.Ilango :Female :Indian :Christian :English and Tamil. :Single :20-12-1989 :No:34,G-2,1st Main Road,@nd Cross st, Kalpavirisham,Rayala Nagar, Ramapuram, Chennai-600 089 Mobile Email :+91 9944827378 :

Declaration: I hereby declare that the above written particulars are true to the best of my knowledge.

Caroline Sylviya