1. Mr. Ajit Gorakh Shinde
E-mail: ajtsft@rediffmail.com.
shindeajit72@gmail.com.
Phone: 9822575565
CAREER OBJECTIVE
Willing to take up any assignment which will give me an opportunity to learn, and apply my
experience and expertise for the growth of the organization.
EXPERIENCE-
3.7 Years of experience Problem and Incident Manager for ITSM Projects at Infosys,
Pune.
Role / Responsibility: - Problem and Incident Manager for client side.
 Handling all P1, P2 tickets as per MIM standard.
 Send out Major Incident Communication (email).
 Starting conference call with internal & external when an outage is declared.
 Acts as the point of contact and escalation for support groups and internal businesses
during recovery of major incidents.
 Identifies an incident owner to lead the incident process during major incidents.
 Ensures appropriate escalation procedures are followed as required.
 Assesses impact and progress during major incidents to ensure escalation is timely and
appropriate
 Identify Problem Investigation, assignment issues, Acting as an initial escalation point for
day-to-day Problem Management issues.
 Working with user base & client to understand pain areas and provide solution (e.g RCA
process and documentation and end to end implementation.) both as Proactive & Reactive
models.
 Preparing Metrics for Monthly SLR reviews/meetings and representing Operational
Reports.
 Co-coordinating with Vendors, 3rd Parties for Priority Issues and prepare action plan (e.g
RCA closing, Risk Letter Circulation etc.)
 Create and design process documents (e.g Problem Management Process Document with
process flow).
 Contribute on KEDB with Problem Log, Resolution and Approval.
 Manage total lifecycle of all problem tickets till closure.
 Create RCA document, gather inputs, send to SDM and client for approval.
 Production of statistics and reports to demonstrate performance of the Problem
Management process.

2.  Send problem data and report across towers, leaders, management and client.
 Help towers and technical groups to prevent Incidents from happening, and to minimize
the impact of Incidents that cannot be prevented.
 Follow Knowledge Management and Solutions processes and best practices to create,
modify information identified through the Problem and Incident Management process.
SKILL SETS
Operating Systems Windows 8.1/UNIX
Languages SQL, Unix
Tools Windows 2008/2012 Active Directory, Exchange server
2008 & 2012, Service Now, BMC Remedy, Clearswift,
Isotrain, Citrix XenApp,.
Microsoft Servers: Windows 2008 Server; Windows Server 20012; AD 2008;
AD DS 2012; Microsoft Exchange 2007 and 2013;
Microsoft Exchange 2012
Framework ITIL 2011, Service Management
Concepts ITIL 2011, Incident Management, Problem Management.
Name : Ajit Gorakh Shinde
Date of Birth : 28th Oct 1989.
Address Local : Sai Niwas, Opp. Akshay Nursing Home, Off. Vijay Super
Market, Prakasha Soc, Behind Ashoka Soc, Kalewadi
Phata Theregaon, Pune.
Permanent Address : At: - Sulatanpur, Tal: - Madha Dist: - Solapur-413209.
Age : 26.
Gender : Male.
State : Maharashtra .
Marital Status : Married.
Blood Group : O +.
Fathers Name : Mr. Gorakh Ganapat Shinde
Occupation : Farming.
Hobbies : Reading Books, Listening Music.
(Shinde Ajit G.)
ACADEMIC DETAILS
Exam Board /University Year Percentage/Grade
SSC Pune Board, Mar-2005 66%
HSC Pune Board Feb-2007 67%
BCA Pune University Apr-2011 52%
MS-CIT MKCL, Mumbai. Oct-05 67%
Tally Pune University, Mar-06 A Grade
Financial
Accounting
Promtech
Computers
Mar-06 A Grade
PERSONAL DETAILS