Shaik Imran

#10/1, 16th A Main, MobileNo.+917795683058,

BTM Layout, shaik.imran.acliv@gmail.com
Bangalore – 560076.

Career Objective

To seek a challenging position in the field of software where I can best utilize my technical expertise and personal
skills, innovative abilities and interpersonal skills.

Professional Experience

.
 Total 3.11 years of experience in IT filed.
 1.10 years of Experience as a Quality Case Review Engineer in Hewlett Packard Enterprise R&D
Labs ,Bangalore From December 2017 to 30 September 2019.
 1.8 Years of Experience as L1 L2 Support Egineer in IBM India Pvt Ltd from February 2016 to
October 2017.
 5 Month of Experience As a Trainee engineer in Acliv Technologies From August 2015 to January
2016.

Work Experience

Worked with Hewlett Packard Enterprise As Quality Case Review Engineer (On
the Pay roll of Magna Infotech & Saggezza India Pvt Ltd ) from 04th December
2017 to 30th September 2019 .
Roles and Responsibilities :

 Acting on Incidents by appling ITIL process

 Hands on experience on Incident Management, Problem management, Change management
 Raising Incidents and follow up with respective teams to get it resolved
 Responsible for sending updates for Sev 1 QCR & Jump station issues to the HPE internal teams till its get
resolved
 Understanding of Servers (preferably HP ProLiant) and its components, Smart array controllers, Mega
cell, Power Supply and Power backplane
 Responsible for analyzing and validating closed cases/tickets of Mega cell, Power Supply and Power
backplane components of HPE Servers,
 Studies and understands the problem details, notes the customer name, details about server, its
components, Firmware details of various components, root cause analysis done, resolution provided
 Outage Case Analysis is a process where "Resolved Customer reported issues" are analyzed, data are
gathered from server log
 To retrieve meaningful insights and to analyze the trend/frequency of fault occurrence.This process
requires a lot of manual efforts to download huge encrypted logs from the servers, analyze these logs and
retrieve data to make decisions.
 Generating the reports.

Tools & Technologies Used in HPE

 AvSecure , ServiceNow ,QCR Tool, ITIL Framework, Outlook, Skype, Excel,word, Power Point
Worked with IBM India Pvt Ltd as L1 & L2 support Engineer On the Pay roll of
Maintec Technologies from 08th February 2016 to 15th October 2017.
Roles and Responsibilities :

 Worked as a L1 L2 Support Engineer in Cloud Business operations command center.

 Serve as first point of contact for severity incidents & Supported around 18 different Cloud Projects
 Having knowledge on SAAS,PAAS,IAAS
 Recording and routing incidents to appropriate support groups
 Identifying and analyzing exceptions and unexpected events
 Responsible for identifying pain areas in application, suggesting improvements and innovating better
solutions.
 Applying patches to the application for better productivity.
 Timely manage the complete incident life cycle including activities such as Responding TO Events Chats /
Emails, Ticket Creation, Ticket Documentation, Priority Determination, Notifications, Closure
 Recovering / restarting failing components after an outage
 Managing the Critical Incident(Major Incidents)s and provide workaround within the given SLA
 Run the Bridge call for all Critical incidents with all required teams
 Engage other support teams as required for Critical and High priority tickets
 Sending Collaboration mails periodically to stake holders during a Critical incident
 Follow ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed
SLA
 Create problem ticket and assign to problem management team for identifying RCA.
 Follow-up on all critical incident with respective teams and resolve the issue within the given SLA
 Experience on Problem management & Change management
 Providing the user details from the Production servers by using SQL Queries and Linux Commands and
resolving the Login issues related to applications
 Resolving the Data base issues in Production applications by using SQL Queries
 Updating the patches for the production applications
 Monitoring applications for unexpected alerts or events Ensuring systems availability according to service
level agreements (SLA)
 Applying Information Technology Infrastructure Library (ITIL) framework for Incidents and Service
Requests.
 Escalating to management if in risk of missing the Service level targets
 Notifying the business IT community about the disruption of Services and timely status updates.
 Preparing SLA Reports of different clients for every month.

Tools & Technologies Used in IBM

 Service Now, Parature, Smart Cloud Control Desk(SCCD) , Maximo, ICD, IBM Lotus Notes, Retain, Rest
Client, Runscope, New Relic, SQL Queries, Linux Commands, ITIL Framework, Excel, Skype

Worked as Trainee Engineer in Acliv Technologies Pvt Ltd from 13 th August 2015
to 21st January 2016.
Roles and Responsibilities :

 Worked as a part of Network operations Center team in Acliv technologies

 Raising the incidents and follow up with resolution team to get it resolved within SLA time
  Providing the each and every update to the clients for High Severity Incidents(Major Incidents ) until its
resolved
 Handling the incidents and service request by Applying ITIL Incident management Process
 Responsible for indentifying improment areas in products or applications
 Troubleshooting and live handling of all problems related to SMS + VAS Nodes
 Performing health checkup of various VAS node on daily basis
 Generating daily reports & maintaining SLA of critical, major & minor cases.
 Pulling the Logs from the database by using SQL Queries and Linux Commands and resolving the incidents
 Resolving Application related issues by using SQL
 Support to the customer complaints related to Billing, Charging, and Provisioning.
 Find and resolving the issue regarding call failed in IN/VAS network on daily basis.
 Monitoring Nagios tool and raising the incidents if anything goes wrong
 Handling and Escalating the queries to senior level via Ticketing system as well as Email and direct phone
calls
 Direct interaction with other technical support staff, the development team, the delivery team and
management to resolve issues.
 Preparing SLA reports every month.

Tools & Technologies Used in Acliv

 Nagios Tool, Service now,Ticketing Tool by Sasken,SQL Queries, Linux Commands,ITIL Framework,
mRemoteNg, Putty, Excel,word, Power point, Skype

Technical Skills:

Primary Skill : Production Support, Incident Management, SQL, Linux Commands,

Operating System : Windows & Linux family
IDE : Microsoft Outlook, Excel , Word , Power Point

Educational Qualification
 Board of Secondary Education(SSC) – 2007 to 2008 (80.33%)
 RGUKT-AP IIIT – PUC(Intermediate)– 2008 to 2010 (78.9%)
 RGUKT-AP IIIT – B .Tech Computer Science – 2010 to 2014 (69.33%)

Personal Details

Nationality : Indian
Gender : Male
Date of Birth : 11 May 1991
Languages Known : English, Telugu, Hindi,Urdu

I hereby declare that the above-mentioned details are true to the best of my knowledge and belief.

SHAK IMRAN
Date:
Place: Bangalore