Khushboo Kaul is seeking a position that utilizes her 9+ years of experience in IT operations and verification processes. She has worked as a Verification Analyst, Senior Toolset Administrator, and Assistant Manager of Customer Support. Her experience includes background checks, report writing, ServiceNow administration, network monitoring, and troubleshooting. She has a Post Graduate Diploma in Human Resources and certifications in ITIL, MCSA, and IT Service Management.

1. KHUSHBOO KAUL
Mobile No. 09979405139
kkaul.84@gmail.com
Objective:
“Seeking a position to utilize my skills and experience which offers professional growth while being resourceful,
innovative and flexible to add creative and innovative assets to an esteemed organization. With versatile
experience of more than 9 years in IT operations and verification processes together with in depth exposure in
telecommunication sector, I am willing to work as a key player in a challenging & creative environment.”
Total Work Experience: 9.2 Years
Highest Qualification: Post Graduate Diploma in Human Resources and Organizational Management
Employment Details:
1.Pinkerton Corporate Risk Management Services Pvt. Ltd.- June, 2013- May, 2014
Keyskills: Background verification and Report writing
Job Title: Verification Analyst – Research Associate
Profile Details:
• Background checks.
• Employment verification.
• Education background verification.
• Hiring management services.
• Passport verification.
• Drug testing.
• Marital status verification.
• Address verification.
• Report writing.
• Quality analysis.
2.British Council Management Services Pvt. Ltd.- Jan, 2013- May, 2013

2. Keyskills: Service-Now / HP Service Manager, IT Service Management.
Job Title: Senior Toolset Administrator - Consultant
Profile Details:
• Service-now user administration.
• Implementation of Service-now changes.
• Second and third level support for Service-now incidents.
• Service-now performance monitoring.
• Development of Service Requests.
• Managing UAT, Test, Training and Production instances for Service-now.
• Process Governance and Reporting.
• Training & Self Development Activities.
3. HCL Comnet Systems and Services Ltd.- Feb, 2008- Dec, 2012
Keyskills: BMC Remedy, Active Directory, Solar Winds Network Monitoring Suite, HP-OVO.
Job Title: Specialist- GAM (Global Accounts Management) and Provisioning, IT Operations,
Services and Process Management
Profile Details:
• Root cause analysis process for Problems leading to strategic resolution. Work on ITIL Problem
Management and Incident Management, Change Management.
• Designing and Implementation of Group policies.
• Documentation of all development and technical projects.
• Responsible for creation and deletion of all types of accounts for user like WindowsUnix Lotus
Notes MainframeTalk codesActive Directory.
• Diagnosing issues related to user’s accounts of all types.
• Looking after File share management, i.e. to provide access to users on network drives.
• Monitoring various servers and services and Identifying new monitored services, servers and
technologies.
• The complete review and reporting of the Weekly/monthly/quarterly issues.
• Assisting in the Environment configuration, administration, day-to-day operations of resolving
issues related to user account, quotas and resizing the partition
• Diagnosing issues related to login scripts for users.
• Diagnosing issues related to mainframe login or access on databases via mainframe.
• Responsible for user’s request on Name or Business Organization change.
• To work on remedy and resolve issues for user’s related to fileshare lotusnotestalk
codesmainframe login issues.
• Relatively handling Microsoft Outlook configuration and troubleshooting issues. Creating service
tickets in huge volume for Windows Active directory.
• Working on ticketing system using HP open view service desk and Remedy.
• Maintaining monthly roasters, performance records, employee rating analysis and discipline
within the team.
4. Tata Communications Internet Services Ltd.- Oct, 2005- Jan, 2008

3. Keyskills: Network Support, Whatsup Gold, Traceroute, Cacti.
Job Title: Assistant Manager, Customer Support (Technical).
Profile Details:
• Handling Customer Queries and complaints regarding internet links.
• Monitoring the Network Infrastructure of VSNL and Customer Links.
• Performing First level Troubleshooting of customer links through various tool like Solar Winds,
Whatsup Gold, Cacti and Traceroute utilities.
• Configuring Cacti “bandwidth usage graphing utility” for newly installed links and maintaining the
existing graphs.
• Updating customer database and generation of trouble tickets of the customers.
• Monitoring Service Levels - Periodic collection and analysis of data received/generated.
• Preparation and submission of periodic reports to client.
• Implementing corrective actions as required.
• Responsible for proactively managing service delivery and providing outstanding levels of quality
service delivery that are in line with the organizational service delivery standards and
client/customer expectations to ensure high customer satisfaction levels.
• Responsible for maintaining and achieving team targets.
• Identification of soft skills training needs and responsible for Process Training of employees.
• Facilitating and coordinating for all team requirements.
• Motivating and building the skills of the team.
• Proactively managing performance and enhancing performance of team.
• Maintaining monthly roasters, performance records, employee rating analysis and discipline within
the team.
5.OMCAM Control Systems Pvt. Ltd.- April, 2005- Sep, 2005
Keyskills: Windows, MS-Office, MS Excel, PowerPoint
Job Title: Technical Executive.
Profile Details:
• Maintained/Updating the website of the customer.
• Maintained their Local LAN.
• Maintaining the Customer and Product Details
• Handling customer queries via Phone and e-mail.
Educational Qualifications:
1. Diploma in Electronics and Telecommunications with Specialization in Medical Equipments from
Board of Technical Education, Delhi.
2. Bachelor’s Degree from Delhi University.
3. PG Diploma (HRM) from Narsee Monjee Institute of Management Studies, Mumbai.

4. Technical Certifications:
1. ITIL – Version-3 (Information Technology Infrastructure Library)
2. MCSA- (Microsoft Certified System Administrator)
3. IT Service Management L-2 (Sponsored by HCL)
Computer Skills:
Operating Systems: Windows-9X, Windows-XP, Windows-2007, 2008, DOS.
Programming Languages: C, HTML
Tools & Packages: Solar Winds Network Monitoring Suite, MS-Office, Outlook, Word, Excel,
PowerPoint, Cacti, BMC Remedy, BMC Magic, Infra, Service Now,
Active Directory, HP OVO, Outlook, AutoCAD.
Career Achievements:
1. Received quick elevations as Team Leader- Technical Helpdesk, and Assistant Manager- Customer
Support, within a quick span of 2 years’ service in recognition of my dedication, devotion and
management skills during my tenure in TATA Communications.
2. Got movement into BOC-Linde project from Cummins-EUC on request basis to improve the work
standards within the project and successfully established a self-sufficient working team handling Data
center Operations and Global Accounts management.
3. Provided training of Process and Accounts management and Team management techniques in HCL.
Hobbies:
Reading and Travelling
Strengths:
• Good understanding of Computers and basic office applications.
• Excellent Written and Verbal Communication skills.
• Strong Interpersonal skills.
• Strong Functional abilities.
• Good Leadership qualities.
• Zeal to achieve perfection.
• High level of personal integrity.
• Flexible and goal- oriented.
• Comprehensive problem solving abilities.
• Self-starter attitude.
Personal Details:

5. Date of Birth: 19/07/1984.
Marital Status: Married
Nationality: Indian.
Languages: English, Hindi, Kashmiri
Address: H-301, Garden Residency 3, South Bopal, Ahmedabad, Gujarat – 380058.

6. Date of Birth: 19/07/1984.
Marital Status: Married
Nationality: Indian.
Languages: English, Hindi, Kashmiri
Address: H-301, Garden Residency 3, South Bopal, Ahmedabad, Gujarat – 380058.