Channabasavanna Channabasavanna
Information Technology Management @BFG Enterprise Services
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WORK HISTORY
Information Technology Management @BFG Enterprise Services
Markham, ON, CA
Client – Loblaws and Shoppers Drug Mart.• Ensuring Major Incident Management process is conducted properly and met the KPI. • Provide Incident report to managers on escalated tickets.• Monitoring SLAs, confirming timely closure of priority tickets, handle escalations, executing & migrating systems to upgraded versions to achieve maximum efficiency in various operations.• Direct Incident Bridges with Partners and Support Staff to Address Critical Priority 1/ High Priority 2 Tickets.• Working with onshore/offshore vendors to promote incident resolution and recovery.• Create Change management ticket and coordinate with Change Advisory Board (CAB) team for approval and manage the change ticket until closure.• Available during Post incident/Major Incident Reviews and identify follow up action items and facilitate focused discussions on recovery best practices, preventative actions.• Worked on process gaps and identify process improvements and worked towards developing guidelines for continuous improvement.• Provide daily report by assisting the Problem Management Team in closing Root Cause and problem tickets on schedule.• Support networking devices such as Shoppers Drug Mart Pharmacy RICOH Printers, VPOS/Self-Check Out lanes, Store laptops/ workstations hardware and networking issues.• Providing support on all the Cisco networking devices like routers, switches, and IP phones, modems and coordinating with ISP providers. • Knowledge on network fundamentals, IP transport and Cisco Unified Communication Manager. Monitoring network devices to find issues before a serious incident happens.• Manage problem recognition, research, isolation, resolution, and follow-up on all tickets/requests. Escalate problems or issues as needed to Field Service Technicians and/or Service Owners. Implementing ITIL processes such as Change, Release & Deployment, Incident, Problem, and IT Service Continuity Management.
EDUCATION
Sai Vidya Institute of Technology
Bachelor of Engineering - BE, Electrical and Electronics Engineering
Conestoga College
Postgraduate Degree, Information Technology
ABOUT CHANNABASAVANNA CHANNABASAVANNA
A competent professional offering over 9 years of IT experience with roles in Service Delivery Operations, IT Service Management (ITSM), Software Asset Management, Hardware Asset Management, Configuration Management Database for various Client/Server, Web, Mobile and Desktop applications in various domains such as Communications & Technology, Banking & Health Insurance.
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