Vivek Vinayak

Itsm Analyst, Info Tech @BCD Travel

Jabalpur, IN

Ivanti Service Manager / OneTouch ITSM Experience* Customized Ivanti Service Manager to fit business needs and improve daily operations.* Designed and set up IT service processes like incident, change, and problem management based on ITIL standards.* Built custom reports and dashboards to help teams track performance and make better decisions.* Provided user training and ongoing support to ensure smooth system usage.* Improved system speed and usability to boost user satisfaction and adoption.* Managed user roles, security settings, and access permissions in the OneTouch ITSM platform.* Created workflows to handle service requests, tasks, and incidents efficiently.* Offered daily support for key IT processes, including knowledge management and service desk operations.* Worked closely with clients and team members to understand their needs and deliver tailored solutions.* Troubleshot issues and developed custom code when out-of-the-box features didn’t meet requirements.* Maintained strong relationships with both local and international teams to ensure successful project delivery.* Prepared technical documentation, how-to guides, SOPs, and training materials for easy handovers and user onboarding.* Deployed new service offerings and updates into the production environment smoothly.

Biznesa augstskola Turība

Master of Business Administration - MBA, Business Administration and Management, General

MGM Higher Secondary School

X, Mathematics and Computer Science

Shri Ram Institute of Technology

Bachelor of Engineering - BE, Information Technology

MGM Higher Seconday School

XII, Mathematics and Computer Science