Gaurav Kaushik

Senior Infrastructure Engineer @Sopra Steria

Noida, IN

Configure and enhance core application, including, but not limited to, Service Catalog, Portal, Incidents, Requests, Knowledge Base, Change Management, Problem Management, and Reporting Collaborate with Process owners on best practices (Incident, Request, Problem, Change, CMDB & Asset) • Knowledge of creation change model and change catalog, request catalog, service/support catalogue in ServiceNow tool. • To independently resolve tickets within agreed SLA of ticket volume and time and adhere to quality standards, regulatory requirements, and company policies. • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts. • Fulfillments and validation of software and hardware requests for UK Region • Direct dealing with vendors for procurement of software for the client • Managed the entire IT hardware and Software asset management lifecycle for all corporate hardware assets. • Administered the CMDB, ensuring accurate and up-to-date configuration item (CI) records • Conducted regular audits and reconciliations to maintain CMDB data integrity and compliance. • Maintained the CMDB with accurate configuration item data, conducted regular audits, and ensured integration with other ITSM processes. • Responsible for up-to-date Configuration and Compliance process documents to comply with the quality audits. • Ability to create and customize reports, performance analytics, and dashboards in ServiceNow to monitor key metrics and KPIs. • Performing Compliance checks on UK PC\'s, Virtual Machines and Servers for Application and Banned Software and ensuring no Non-Compliance • Updating CMDB for Software and Hardware assignments/acquisition/Disposal • Worked on financial aspects of the item purchase, cost, depreciation of the item & Contracts, Maintenance, Warranty, & Licensing tied to the item.

Dr. A.P.J. Abdul Kalam Technical University (AKTU), Lucknow

Bachelor's degree