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Incident management
Number of Views: 160
Name: Harshal
Functional Area: IT Management Jobs
Preffered Timings to Contact: Day Time
State: Maharashtra
Phone: 9773951294
City: Mumbai
Qualification: B.A


Address : Room No. 204, Baba Enclave Sco., Near Alankar Tower, Dattwadi, Thane (W) 400604,
E-mail Id: Harshalpns53@gmail.com
Mobile: 9773951294CAREER OBJECTIVE
A position in a result oriented company that seeks an ambitious and career conscious person, where my skills will be utilized towards mutual growth and advancement. This is also to contribute to the organizational operations for the optimum efficiency and quality.

Educational Qualification
B.A Graduate Pune University
Diploma in Electronics & Tele Engg. Pune University
S.S.C Maharashtra State Board

MCP - 70-410 Certified
MCSA - 70-411, 70-412 Certified
Basic Hardware & Networking Certified.

Worked on Operating systems like; Windows 98, win 2000, win 2003, and win XP/7.
Office packages as, Ms Office 97, 2000, XP, 2003, Office 2007 & Office 2010.

work experience

Incident Coordinator & Helpdesk Coordinator at (Client: Intelenet)
Trough payroll of Elegant Network Pvt. Ltd & Kalyani Informix Pvt. Ltd (Nov 2014 to Till)

Manage services within incident process, monitored regular incident measurements; analyzed Closed incidents
Understand current and potential impact of Major Incidents
Handling daily incidents (P1&P2) & escalating Incidents to Resolver Groups as restored the outage within the SLA
Responsible for sending all Incident notifications as per agreed process
Real Time & continuous follow-up with respective resolver teams for incident resolution
Send SMS alerts to management for critical incidents
Handling bridge calls for effective coordination, incident resolution, service restoration
Arranging weekly review calls with respective location SDM and SME for various issues
Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
Follow the global Service Restoration Management Process
Notify the respective stack holders about the Planned outages & Service degradations
Ensure Incident Report is created immediately after resolution
Contribution to ongoing process & operational improvements
Assuring quality & accuracy of incident information as considered appropriate
Ensure that the Incident record is fully updated prior to Problem Management handover
Handling review responsibilities like reviewing incident record for completeness, contacting incident Reporter & updating additional information required & reviewing the initial incident priority
Follow the escalation matrix when sending the escalation for long pending issues
Preparing Incident Report
Preparing Incident Tracker

Working with HP through
Organizations: - Kalyx InfoTech Pvt. Ltd.
Next Organizations: - Net Connect Ltd. Feb- 2014 to Nov/25 /2015
Project: VFS global Pvt. Ltd., Mumbai
Profile: Remote Support Engineer L2
Job Responsabilités:
Providing telephonic support to customer in case of technical & software related Problems
Troubleshooting Internet & Proxy related issues
VPN Client & Cisco Client installation and troubleshooting the same.
Giving support remotely to the VFS Global branches in off shore locations.
SEP (Symantec Endpoint Protection) ver.11.0 installation & configuration.
Troubleshooting application URL accessibility from Network end & SEP end.
Installation of Various applications & Software’s as per VFS standard.
Installation of HP local / network printer and scanner, troubleshooting Biolite application.
Installation of Zebra printer and Epson printer, symbol handheld scanner, password reader keyboard.
Configuration and troubleshooting on Microsoft office/Outlook (2003/2007/2010)
Supporting 1st level troubleshooting behalf of concern team as server, network and application.
Sending Outage & Alert information to business for any business criticality.
Troubleshooting all kind of desktop level issue if it’s related for Operating system or hardware.
Installation and troubleshooting of Bio lite and pre-request software which is used for VISA application.
Giving 1st level Bio metric application support at global location.
Business critical Application front-end support (DESBES etc.)

CMS Info System Pvt. Ltd.
Client – Reliance Pvt. Ltd. (D.A.K.C.) Nov/ 2012 to Jan /2014
Configuration Troubleshooting of Microsoft outlook.
Software installations such as MS-Office, Acrobat Reader, mail client etc.
Installation of anti-virus on desktops and remove Virus.
Configuration of Print devices (network and local) on desktops.
Co-ordinate with vendors for support.
Working on Active directory 2003 & 2008.
Management of user accounts and access controls to client data.
Responsible for the implementation, support, administration and
Management of windows XP/Vista/ windows7 workstations.
Give permanent Fix to the Desktop, Printer problems, LAN & server support issues.
Remotely working on PC via Kasaya, VNC, Net meeting, Team Viewer and RDP.
Load/reload standard build operating system & configurations.
Call logging & follow-up action with the principal Vendors (HP & Dell) for warranty related incidents.
Troubleshoot and resolve incidents (Hardware and Software) related to desktop and associated peripherals.
Operating Systems (OS) installation / re-installation, upgrades and patches.

Gayatri Computers Pvt. Ltd.
DESKTOP ENGINEER March /2010 to Oct /2012

Installation of Operating Systems, Applications and Software’s.
Troubleshooting PC and Software related problems.
Assembling new computer systems.
Maintain the records of hardware and software inventories.


Date of BirthFeb 1,1988NationalityIndianMarital StatusSingleFather nameMr. Suresh Govind PanseLanguagesEnglish, Hindi and Marathi. QualitiesPunctual, responsible & accountable InterestsListening Music , Reading & Learning Update

Place: Mumbai (Harshal .S. Panse)
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