Shakti Hirwani

WORK HISTORY

EDUCATION

ABOUT SHAKTI HIRWANI

Service Management: •ITIL Certifications: ITIL V 3 Foundation certificate. •HP Service Manager – SM7 •Incident and Problem Management Leadership Skills: •Currently working as Service Assurance Manager in Thomson Reuters. •Handled 20 members Team as Shift Operations Manager (NOC Room Operations) and 25 member’s team as a Team Leader of Service Desk. •Have avoided escalations in as Shift Operations Manager and making sure all E2E checks and alarms are being monitored diligently •Train people as and when required on technical and process, both as Shift Operations Manager and Technical Lead for Production and Enterprise Service Desk. Have maintained consistency within the team as a TL in achieving SLA’s for Service Desk •Trained new batches as SME and Technical Lead in HP for Microsoft Service Desk. Microsoft Skills: •Windows XP and Windows 7 •Microsoft Office(Word, Excel) •High Level Knowledge of following: 1.Knowledge of AD and Exchange 2.Security Groups and Access Restrictions 3.BES(Blackberry Enterprise Server)Servers, Adding users on BlackBerry Servers and troubleshooting on BB 4.OS Troubleshooting 5.Creating FTP sites, User accounts for FTP 6.Outlook 2003 and Exchange. •Microsoft Certifications: Have completed 70-270 and 70-290 (Managing and Maintaining a Microsoft Windows Server 2003 Environment). •Advanced Certificate in Software Engineering Course (ACSE) offered by IBM, Kolkata Specialties: Service Desk Manager/ Helpdesk Manager with total 10 Years Experience. Shift Operations Manager (Incident Manager in NOC Room). Working as Incident Manager and Problem Manager.Operations Manager NOC Room.ITIL V3 Foundation Certified