Change Manager Responsibilities:• Process changes through its lifecycle as per ITIL framework.• Host the TAB (Technical Advisory Board), CAB (Change Advisory Board), eCAB (Emergency CAB), PIR (Post• Implementation Review) meetings.• Prepare reports like TAB agenda, CAB agenda, FSC, PIR etc.• Interacting with respective delivery teams for planning and scheduling the changes.• Prepare compliance reports.• Prepare trending reports month on month.• Weekly/Monthly interaction with Account Service Manager and Service Operations Manager to review and• improve the process.• Prepare process documents and ensure to update the team share point.• Conduct trainings for change management to ensure process adherence.• Having weekly meetings with Clients as well as the team.September 2008 to October 2009 – Subject matter expert (Active Directory Admin team) Responsibilities:• SME for Active Directory Admin Team.• Managing a team of 10 members.• Active Directory Administration.• Creating objects in AD, giving access rights for users, managing shared drives.• Giving access to different Servers and other resources.• Mailbox administration for users.• Using VB scripts for bulk updates in AD.March 2006 to August 2008 – Sr. Service desk analyst Responsibilities:• Helpdesk support for a Finnish client.• Supporting all software and hardware issues.• Supporting 1st and 2nd level IT issues including in-house applications.• Supporting all IT related incidents.November 2004 to February 2006 – Technical Support analyst Responsibilities:• First level Support for British Telecom in-house employees.• Troubleshooting software/hardware related problems.• Supporting all IT related incidents.

• Taking calls for an ISP in UK.• Supporting Broadband Connections.• Training budding analysts for the process

• Correspondence with Head Office• Dealing with departments of Customs, Sales tax etc.• Preparing Daily Report and progress of work• Managing Accounts & sending statements to HO• Coordinating the employees

Administrative Officer