Service Asset & Configuration Analyst
UST Global
Total years of experience :18 years, 8 Months
Configuration Management:
• CI life cycle management from procurement to disposal.
• Manages asset and CMS, central libraries, common codes and data; ensures regular housekeeping of the asset and CM.
• Perform Daily Checks on the Hardware and software data held in CMS.
• Perform Daily Checks on the Hardware and software data held in Discovery tools.
• Perform Daily Checks on the Comparison of Hardware and software data held between CMS and Discovery tools
• Perform Daily checks on Changes logged in CMS for those affecting CI’s.
• To ensure resolver groups are following process and escalate/respond to issues.
• Monitor the Configuration Management Mailbox.
• Initiate the Audit Schedule process and ensure the Audit is completed.
• Performs configuration audits to check that the physical IT inventory is consistent with the asset and CMS and initiates any necessary corrective action.
• Process Audit results, action amendments; produce SLA reports for Hardware & software CIs.
• Produce the Billing Data Report.
• Reconcile configuration items from other trusted data sources into the CMDB.
• Relating the CIs to the users using relationship tab as per the described workflow.
• Maintains project status information and status accounting records and reports
• Plan and execute assigned configuration tasks within deadlines.
• Maintaining the CIs for the global clients such as Maersk, Orange & AT&T
Asset Management
• Prepared sales deals for orders obtained, and submitted orders for processing.
• Manage Hardware/Software orders from the clients.
• Invoicing for newly procured hardware’s.
• Analyze quality for the hardware and software order.
• Add the newly procured machines to Active Directory and in SCCM.
• Issued and maintained license software to new and existing customers.
• Built and maintained successful relationships with service providers, dealers and customers.
• Generate accumulated report periodically.
• Liaise directly with the Vendor for delivery of the Hardware and software
• Generation of reports such as license, net volume of license, license optimization, utilization and installation report.
• Registering the License and Agreement in the Database.
• License utilization monitoring through Software Metering Reporting SCCM & sharing it with Stack holder.
• Subject Matter Expert of Service Management reporting team. To prepare high level dashboard for IT SDM with user friendly.
• Using Slicers & Advanced excel tools for top management dashboard. Implement VBA automation to regular reports. Ownership and accountability for all Service Delivery Management reports.
• Preparing SOP’s & Checklist for all new reports and various processes, handover & knowledge transfer to process team.
• Responsibility for Adhoc reports, auditing, Sign off reports, TL’s & Mgrs Queries & Stakeholder Escalation from process owners & BRM meetings presentation.
• Business unit /Region/ Regional Account Managers’ wise report delivered.
• Problem solving, Root cause analysis, pragmatic & ability to negotiate win solutions.
• Closely working with Incident Management, Change Management, Configuration Management (CMDB) & Service delivery team.
• Access CRM/ ITSM (Customer Relationship Management) tool which is used for tracking the incidents, analyzing the product categorization, performing the incidents assignments work logs.
• Implementation of process, business logic and process transitions
• Contributed effectively to develop solutions in the areas of process flow, business logic and user interface.
• Conducted diagnostic analysis of test results and delivered solutions to critical areas.
• Assist the project manager in preparing Historical analysis, scope estimation etc.
• Identify pain areas/ waste in the existing process, formulate a standardized process flow across all areas of delivery and operations.
• Undertake Kaizen events and effectively contribute towards continuous service improvement plans.
• Create and share control charts using Minitab.
• Monitoring SLA & OLA adherence for all the deliverables and perform necessary actions avoiding breaches.
Key areas of concentration: Service Management, Quality tools, Quality Management, Project management & Reporting Management.
• Handling all Support Staffs, EMT’s, Pilots & Customer Support employee’s database management.
• Induction, PF, Mediclaim, Dependent details document’s filing.
• Workout Budgeting & Forecasting with Public Private Partnership Management (PPP) Team.
• Deliver the daily employee’s attendance reports from Bio Metric System.
• Define, analyze and measure processes and ensure the adoption of processes by Regional Managers.
• Handled Payroll Process, overtime calculation, On Duty employee’s, Zone Allowance etc.
• Monitoring employee’s Ratio based on ambulance launching.
• Delivering ambulance based EMT’s & Pilots allocation reports, Monthly deputation reports, BRM reports, Attrition reports.
Key areas of concentration: Oracle HRMS, Payroll Processes, Budgeting & Forecasting, People Management, Management Information System.
There are 15 members in my team with co-ordinate to me. Everyday they will send outlet status.
Everyday taking ICMP reports 2 times per day.
Everyday taking settlement report by each territory wise and mark uptime of % and submit the pivot table format.
Everyday taking Unsettlement report by each territory wise and mark uptime of % using the excel function keys like subtotal, advanced filter, macros & pivot table.
Everyday taking the Fuel reconciliation report that is Sales register. If any issues in opening & closing reading that report immediately highlight it to retail manager.
Totally I have been monitoring 55 Retail outlets.
Every weekly taking Brass Uptime % of Settlement Report for Southern Region.
Nature of Job:
MIS report for 12 internal companies, Analyzing, Implementation, Analyze all job cards, Inter billing & maintain all records & files, Purchase order.
Responsibilities for ERP Implementation & Testing, Training, Backups, Configuration, Technical queries, Documentation, Presentation preparing, Trouble shooting.
Key roles: -
Analysis & using reporting tools: - BMC Remedy 8.2, Business Objects, Excel VBA Macros automation, Advance Excel formulas, Dashboard, Pivot table Slicers, Form Controls & Data Connections, documentation the Root cause analysis.
Team Interaction: - closely working with Incident Management, Vendor Management, and Change & Configuration Management. In Project: Working with Continual service improvement (CSI)
Knowledge exposure: - ITIL concepts, Service & Operational level Agreement, ITSM, Forecasting & scheduling in Tickets Assignments, Monitoring & Auditing tickets.
Top Management Reports: - Availability Reports (Analyzing data Business impact application), Team & Agent Performance report, Aging outage report (MTTR), Major Incident Report, CAB Report, SM KPI Report, Voice of customer survey and Audit log data (Tickets workflow report)
Projects involved:- Quality Audit tickets, Dame ware Project (Remotely login & logout) for Green Belt, Voice of Customer Survey for Green Belt, Remedy Migration 7.5 to Remedy 8.1
courses: - Desk Top Publishing
NCVT- Desk Top Publishing,SVP – Mech Computer Hardware