1. Vishal Guleria (ITIL Certified)
E-Mail: vishalguleria155@gmail.com Phone: (M) (91)901 524 5197
To secure a position as ITSM professional in order to utilize my skills with accuracy and
efficiency while maintaining a motivated, productive, and goal oriented environment for
the entire professional team on board while maintaining extensive customer loyalty.
WorkExperience:
Associate - ITService Management, Ciena IndiaPvt Ltd (Oct 2012 – till date)
Technical Support Engineer, Kelly Services Pvt. Ltd. (Nov 2010- Oct 2012)
Worked as a Contractor forCiena India Pvt Ltd project.
Job Responsibilities:
 Incident Management:
 Identify trends on high call volumes that indicate Major Incident is in Progress. Driving,
developing, managing and maintaining the major incident process and associated
procedures. Ensuring that all IT teams follow the incident management process for
every incident.
 Coordinate activities between multiple support groups to ensure adherence to extant
Service Level Agreements where other groups are needed to resolve a single Service
Desk incident.
 Prioritize incidents based upon impact to the users and SLA guidelines. Delegates’
responsibility by assigning incidents to the appropriate provider group for resolution
based upon the categorization rules.
 Performs post-resolution customer review to ensure that all work services are
functioning properly and all incident documentation is complete. Prepare reports
showing statistics of Incidents resolved / unresolved.
 Infrastructure Support
 Installs and maintains hardware and software, documents diagnosis and resolution of
faults, manages user passwords, ensures the efficient performance of servers, printers
and computers.

2.  Providing skills in supporting and troubleshooting network problems (wired/wireless)
and also responsible for handling emergencies and outages in support with specialized
groups.
 Develops support procedures and strategies for systems, networks, operating systems
and applications, solves problems and provides technical expertise and direction in
support of system infrastructure and process improvements.
 Service Desk:
 Performing a role of IT Service Desk team lead and ensures that the team is delivering
exceptional customer services. Monitor daily team operation and ensure smooth
functioning of the team and process.
 Responsible for tracking resource availability by proper work force management and
work plan creation. Ensures that the team meets the defined SLA by proper monitoring
of the metrics defined for the team.
 Conduct team meetings and huddles and keep the team members updated about any
process change or new services introduced in the system. Responsible for handling any
escalations from the users in accordance with established ITSM processes and SLAs and
accordingly update the management for any corrective and preventive actions to be
implemented.
 Knowledge-base Management & Service Request Management:
 Responsible to gather, analyses, store and share knowledge and information to improve
efficiency by reducing the need to rediscover knowledge.
 Manage and publish KBs’ to document identified workarounds, known errors and
related procedures.
 Ensuring that necessary information has been gathered from users and appropriate
approval is gained from the business owner before the submission of Service Requests.
 Review and manage the Service Request backlog as needed to ensure all SR’s are
correctly prioritized, scheduled and moved through the system with established ITSM
processes and SLAs.
 Access Control:
 Administer and provide user account provisioning. Manage new hires/termination
process, which includes setting up/deleting Active Directory accounts.
 Responsible for providing shared access to the Network Drives by creating Distribution
Lists and Windows Security Groups in Active Directory and set user permissions.
 Mobile Devices Support:
 Responsible for creating/modifying/deleting Blackberry Enterprise Server accounts
(BES 5 and BES 10). Configuring & troubleshooting of Mobile Enterprise Solution
(Blackberry/iPhone/Android) using MobileIron (MDM) in consultation with AT&T.

3. Solution Engineer, Quatrro Global Services Pvt. Ltd (Dec 2009 – Nov 2010)
Job Responsibilities:
 Responsible for installing and configuring computer hardware, software, systems,
networks, printers and scanners.
 Provide support to customer with issues like PC speed & performance, freezing and
crashing, data backup & recovery, Internet speed & security, Malware removal.
 Troubleshoot internet connectivity and networking related issues. Provide support for
various peripherals like Printer, Scanners & multifunction devices.
 Helping end users in investigating, diagnosing and solving computer software and
hardware faults.
 Logging and keeping records of customer queries. Updating self-help documents so
customers can try to fix problems themselves.
Technical Support Engineer, VCustomer PvtLtd (May 2009 – Dec 2009)
Job Responsibilities:
 Provide support for various routers, security appliances, switches, network storage
devices and other networking devices.
 Responsible for monitoring and responding to reported technical issues on NETGEAR
products.
 Supporting user with installation and implementation guidance for LAN and WLAN
networking on different operating systems and PDA devices also.
Academic Credentials:
 Bachelor’s degree of Engineering & Technology from Himachal Pradesh University
(IEET- Baddi), specialization in Computer Science & Engineering.
 Intermediate from Sr. Sec. School Sarkaghat (Himachal Pradesh)
 Matriculation from Himalayan Public School, Sarkaghat (Himachal Pradesh)
Technical Skills:
 Proficient in ITIL best practices, Incident Management and Service Management process.
ITIL V3 Certified.
 Strong understanding of Service Request/ Catalog Management (SRC), Network
Management, Configuration Management DB , Problem Management, Change
Management/Release Management.
 Maintaining and documenting business application configurations and specifications.
Managing staff training and product acceptance for new projects.
 Hands-on experience of administration and execution of ITSM tool - ServiceNow.
 Excellent knowledge of Microsoft Active Directory, Exchange 2003/2007. Strong

4. technical acumen in relation to Windows Operating systems: Windows7, Windows Vista,
Windows XP, Windows 2000 Servers: Windows 2000, Windows 2003 and 2008.
 Knowledge of LAN/WAN technologies. Studied CCNA & CCNP networking concepts and
protocols.
 Excellent command on Remote desktop connectivity applications WebEx, Live Meeting,
Team Viewer, LogMeIn and Windows Native tools MS Office Suite and Internet browsers.
Personal Skills:
 Proficient in communicating on calls and remote session with customers across the
globe.
 Ability to work individually and in-group, hunting nature to solve the problems.
Capable to put excellent skills in any task.
 Leadership experience of handling a team of 10+ members and experience of handling
technical escalation point or mentor.
 Excellent communication and Interpersonal skills. Fast ability to absorb new
technologies.
 Have a great customer handling skills. Able to handle unforeseen situations with high
level of acceptance.
Personal Details:
Date of Birth : 8th Jan 1986
Marital Status : Married
Sex : Male
Nationality : Indian
Current Location : House No: 4335, IP Extension Part 2
Faridabad-121001, India
I hereby declare that the information furnished above is true to the best of my knowledge and
belief.
Vishal Guleria