Bala Hari Nagendran S.
Problem Analyst at HCL Technologies
- Bangalore, Karnataka, India
- harinagendrans@gmail.com
- +91 95242-61740
Experienced in ITIL version 4; adept problem solver; successfully handled Major Incident Portal & Incident tickets; strong ability to document process and procedures. I am looking to utilize my knowledge to take on an opportunity in the data analyst or data science field. Skilled in SQL, Python, Power BI, Tableau, Microsoft Excel, Microsoft Word.
Experience
Problem Analyst
Feb 2022 – Jul 2023
- Schedule a problem follow-up call.
- Handle the problem ticket with the respective team and find out the solution using the 5 Why analysis.
- Update on the Service Now tool and document PMR Report for critical tickets.
- Extract Weekly and Monthly SLA reports present to clients.
Major Incident Operator
May 2021 – Jan 2022
- Attending the Hotline call, Opening the Bridge call and Engaging the Required team on Bridge call.
- Managing the recovery activities and communication of all major IT incident within customer centric SLA’s..
- Includes all stakeholder communication across various Senior and Executive sponsor throughout the organization, driving IT and Business teams to restore services.
- Ability to Effectively manage time, priorities, work, multi-task across many issues.
- Handling the Service Now tool to update the ongoing issues, Update the On call sheet for Resource Engagement Purposes.
- Creating Documents about the all the MI's and presenting on Weekly Report calls with the Client.
Projects
itil snow
- itil snow
- microsoft excel
- power bi
- Handling Incident and Problem Tickets and work with the respective team and find temporary solution while in Incident call and analysis the root cause, find permanent solution in Problem call.
- Prepare a document using cause and solution as PMR Report for each critical ticket
- Repetitive of the same issues will be reduced and increase productivity.