Asset Coordinator L1
Adecco
مجموع سنوات الخبرة :5 years, 5 أشهر
• Coordinating with Backend process for Asset Management preferably in ITSM/ITIL management as a Change and configuration co-ordinate, which Involves activities like updating and modifying the Configuration Details of all the IT Asset Categories like Servers/Laptop/Desktop/Printers/Scanner etc.. Through Oracle based HP Open View Service Desk Database.
• Coordinating with Team leaders/Systems Officers across the HUL owned factories/depots/large offices etc., and collecting the necessary IT Asset Configuration details to update CMDB and also involved in preparing monthly reports for HP which are under Annual Maintenance Contract (AMC) of Hewlett Packard (HP) besides Warranty and also keeping end-to-end track of the assets included and excluded every month across the country.
• Generating monthly reports for the customer besides HP as how many users have Availed/Revoked Internet Access and DialISP account in a month. And also, involved in keeping track of Users which Added/Activated/De-activated/ every month. Also involved in preparing weekly Asset Count Reports.
• Approving/Rejecting the change requests raised for any IT related changes like addition/movements of a Configuration Items (CI). Identified the mismatch /Inconsistencies in CIs i.e., missing attributes, relationship between CIs and highlighted / Incorporated in CMDB with an approval. Relating the CIs to parent CIs or Child CIs in CMDB for example, port replicator to Laptop, Backup Devices to Servers.
• Creating User Names and User Account in the person database. Creating and Modifying the Templates used for updating the data. Also provides/reset User account passwords whenever needed.
• Handling customer queries across the country & providing solutions.
• Understand various software licensing models and their use.
• Manage software allocation and software products found by discovery tools (SCCM).
• Update the software catalog with any new or changed information, Process monthly catalog updates from HUL.
• Verify with SCCM report that the most up-to-date discovery data and the data has been updated in the database.
• Manage software media library.
• New Portal called Configuration Management System (CMS) launched to update necessary details of a CI into database through CMS portal only to provide accuracy of the data filled in to the customer.
• Daily preparing and circulating High Severity Incident Report, Dash Board for various regions, locations with respect to the Last day Closed Calls and open calls, Incident Dash Board of Open Calls with respect to ageing, Pending Calls details of Factories and Depots, Vendor Pending Call Report and Internal Pending Call Reports.
• Weekly preparing and circulating Incident Management and INCM-Quality Tracking Reports.
• Coordination with External Vendor regarding the pending vendor calls.
• Logging and Allocating calls logged to respective groups as per the Issue description.
• Clarifying the user’s queries over mail communication and voice.
• Providing first level of technical support.
• Responsible for end-to-end co-ordination and tracking of the Incidents till closer.
• Escalating the high severity calls as per the defined Escalation Matrix.
• Raising the complaints with the vendor and track the same till closure.
• Daily follow up with Vendors for the closure of the open tickets.
• Managing User and Computer accounts like User Creation, Password reset, account unlock and joining PC’s to Domain, Managing Group membership for the user accounts through AD console.
• Handling Critical issues which are escalated from Desk side teams related to Exchange Server Clients like MS Outlook2003, Outlook2007.
• Coordinating with Global Team for issues related to Exchange server, AD, Lotus account, VPN account & Routers.
• Preparing Monthly ID Deletion Requests details, Monthly Software Inventory Details, UAM evidences.
• Preparing Daily reports of Open Calls, Pending Calls, and Pending Vendor Calls etc…
• Preparing Weekly reports for backend team with respect to SLA and Priority.
• Preparing Monthly MIS Reports.
• Allocating calls logged by the end user to respective groups as per the Problem description.
• Clarifying the user’s queries over mail communication and voice.
• Providing first level of technical support.
• Responsible for end-to-end co-ordination and tracking of the Incidents till closer.
• Escalating the high severity calls as per the defined Escalation Matrix.
• Giving process oriented training to new joiners.
• Giving training to colleagues about new process.
• Preparing the monthly, weekly and daily Problem Management MIS.
• Preparing and Publishing reports on Service Uptime, Supplier, IMAC, Pending calls and other Problem Management calls.
• Completed Bachelor of Computer Application from Mahatma Gandhi University 2002 - 2005.
