ABHISHEK DASMobile: +91-8790037318/+91-8099174803

E-Mail: abhishekd1984@gmail.comI am accomplished, analytical and results-oriented professional with experience in IT Asset

Management and IT Service ManagementLocation Preference- Bangalore/Current Location- Bangalore

Profile Summary

ITIL certified professional with experience in IT Asset Management in IT infrastructure services and IT Service Management.

6 years’ experience in – Hardware asset management, ITAM auditing in close coordination with the Asset management compliance team for UTC APAC

Drive Refresh plans in coordination with the FS team and ensuring timely completion of the same.

Coordinating executing it asset management project related activities as required Leading it asset management project program meetings with other stake holders at different

locations. Ensuring service is provided at the highest quality and in accordance with the company

contracting procedures/processes business controls while ensuring all decisions/commitments are recorded in an auditable manner

Responsible for Full Asset Life Cycle management, coordinate Asset Management efforts and advise upper management on ITAM Best Practices.

I have also strategized daily SRM operations as a part of Global Steering committee committed to Global SRM Optimization

Currently associated with Computer Sciences Corporation as SDC- Professional- 1SKILL SET

IT Asset Manager- UTC APAC

Perform Hardware asset management and maintain asset management database. Maintain and manage asset receivables and update same in asset management database and

Remedy. Coordinate with management in utilizing the asset management tools to analyze, review and

track asset data. Design and execute asset management policies, procedures and processes. Manage asset reconciliation and asset disposal agreements. Assist in inventory management,

procurement and shipment activities. Monitoring of all ITS assets from procurement through disposition for compliance to all regulatory

bodies and organizational standards.  Handling bulk import of records into CMDB and adhoc/periodic enquiries regarding CMDB. Communicating and actioning on daily asset extract in coordination with the FS lead. Periodic reconciliation, correction, updating of Cis ensuring CMDB is accurate and up to date. Enters, modifies and performs maintenance on ITAM automated tool (REMEDY) Gets required information to record receipt of all ITS assets into REMEDY Asset Management

module Collaborate with management to define and control asset compliances and service

improvements. Ensure audit compliance for the IT assets. Guide IT asset associate in the daily administration of the asset management activities Validate PC, printer and Server assignments. Update and verify PC, server and printer details in periodic asset management audits. Ran a series of inventory reports on daily, weekly, or monthly basis and perform detailed

analysis. Drive Refresh plans in coordination with the FS team and ensuring timely completion. Participate and manage periodic cycle count at asset management end. Managing asset disposal by ensuring appropriate documentation along with SDM and DE

approval

Respond to requests from Field service team members for specific it asset management data information

Contributing to the continuous process improvement in the contracting and it asset management processes including the adoption sharing of best practice techniques.

Validating asset extracts and uploading assets with new configuration items in GSM.

Service Management- Account SPOC- Textron CSC (Leveraged capacity)Since Feb 2015- I was assigned with additional responsibilities as Single Point of Contact for the Textron account which is over and above standard service management activities. Managing the team performance and enhancing the coordination between the service management teams and resolver groups accounted a major part as a SPOC. The role also include:

Hosting Regular, and ad-hoc team meetings and publishing MOMs Coordinate with resolver groups through POD meetings to ensure the deliverables are met Coordinating with catalog management for template and work order routing changes, analysis of

impact due to change, communicating changes and updates to teams and resolver groups Service delivery coordination, Service request management, KPI and SLA monitoring Driving the KPI and SLA parameters with the resolver groups through daily KPI reports and SLA

scorecards, auditing reassignment and error reports Handling Client escalations and representing the account in weekly Client review meetings Conducting audits and sharing the audit/error report with the teams and other stakeholders. Preparation of Account documents and participation for the Lloyd's Register Quality

Assurance(LRQA) audit Preparation of Internal Work Instructions document, Induction Checklist, Activity status reports,

updating technical documents Hosting POD/Account Level meetings Perform training workshop for new joiners in the Team to train them on the entire process and

monitoring their transition working closely with Catalog Management, SMEs, Technical Leads and other stakeholders to identify and define metrics, performance goals in POD and share the same through daily and weekly reports.

SPOC for the account which includes additional responsibilities such as Team management, Auditing and Service management Reporting, Process Documentation and handling escalations

Have been a part and initiated many process improvement initiatives resulting in increased productivity, error reduction and also enhancing process automation

Service Catalog Management- Account-Textron (Leveraged capacity)

Monitored, evaluated and improved Service Catalog Management process for various service owners for service requests

Performed management of content, performance, availability and integrity of Service Catalog along with the catalog management team and Remedy team

Creation of Requirements file as per Operational Categorization, SLA codes, coverage hours and routing.

Supported continuous improvement of Service Catalog standards to facilitate automatic routing of requests

Liaised with the SRM team and Remedy team in testing automatic work order routing as per operational categorization standards in test environment.

Updating of the catalog source file after successful production environment testing. Liaised with various service owners and business and technology leadership teams.

Request management (HSBC-GSC/Textron-CSC) Managed requests for the Request Management team for account. Queue Management- Managed the request management queue on a daily basis which includes

publishing the plan of Day report and chairing POD call for the request management team with the respective technical leads

Streamlining the process of fulfillment of Service Requests through the sequencing of tasks in work orders.

Managing escalations of the requests to incident and coordinating with the Incident management team ensuring proper handover and resolution

Auditing requests and coordinating with the service desk for documentation or template errors. Auditing task routing and coordinating with the Catalog Management team to ensure proper

routing as per operation categorization and SLA codes

Tools/Application proficiency

Remedy 7.6 Unified Service Desk CA Service Desk Manager 12 and 12.6 BMC ESS Neteiss AMR Tool

ACHIEVEMENTS I am dependable, Imaginative and a reliable resource and hence I was identified as a SPOC for

the Textron account within 8 months of joining CSC. I have managed and motivated the team ensuring optimum team performance. I have been awarded the highest appraisal rating during the first year in CSC as recognition of

my achievements, ability to motivate my team for on time service delivery. I have ideated, initiated and implemented various process improvement initiatives and

established the same as standard practice.

ITSM Process Improvement/Project Overview KPI and SLA POD: An ongoing project, in which the Plan of Day report is shared with each of

the resolver groups, using color codes for easy identification of Due Today and Due Tomorrow tasks for the technicians. Aging Active task report along with an improvement trend is being shared to help technicians plan each day as per the trend and meet SLA and KPI parameters (Ongoing).

Safe boot Encryption APAC: Been a part of the initiative of removing the temp safe boot IDs and syncing the same with the AD credentials. Starting from Impact analysis till successful closure of the project.

Remote Access queue routing: Changed the GSR format and the routing options mentioned therein. That helped in correct routing of emails and calls and resulted in reduced misroutes, lesser turnaround time and cost-reduction. This eventually brought down the misroutes to 0.

ORGANISATIONAL SCAN

Since May 2014- Computer Sciences Corporation (CSC) as Service delivery coordinator- Professional 1- IT Asset manager (SPOC for the Textron Account effective Feb 2015)Feb 2011-May 2014- HSBC Group Service Center as Analyst- IT OperationsApr 2010- Feb 2011- IBM Daksh Business Process Services as TSE

ACADEMIC CREDENTIALS2009 Masters in Business Administration, Amity University2005 Bachelors in Business Administration, Burdwan University

TRAINING AND CERTIFICATION ITIL V3 Foundation

Lean Trained

Six Sigma Trained

PERSONAL DOSSIER

Date of Birth: 1st January, 1984Passport Number: H5097275Languages Known: English, Hindi and BengaliAddress: Flat- A2-214, Century Commanders Vista, Anantapura, SN Halli(post), Yelahanka New Town, Bangalore- 560064