Gorav Gulati

An astute professional with a vast experience in Customer support and Project Management with precise experience in various fields of Service Management with ITIL framework, (Incident Management, Change Management, Problem Management, IBM Maximo Enterprise Asset Management, Business Processes Analysis, Techno Functional Specification Creation, SCRUM Master)

Maximo Business Analyst - Wipro Technologies - Greater Noida

(2018-08)

• Responsible for implementing the IBM Maximo EAM (ACM) Solution for 170+ locations for one of the largest Aerospace & Defence customer in the world
• Prepares Precise and detailed Functional Specification Documents, for Product extensions / CR's, based on business requirements from customers
• Good knowledge of Asset Management, Work Order Tracking Modules, PM, Job Plans, Users and Security Groups management
• Responsible for quickly understands the business issues and data challenges of client's organization and industry
• Coordinate and manage UAT during the application testing and roll out phase (UAT docs, Validation deliverables)
• Great Experience of direct working with the Clients for the need of the new requirements as per their requirements
• Helps Users to go through maintenance activities online, and Supports them to monitor all schedule activities online
• Conducted training for the Clients
• Updating Software Requirement Specifications as per CRs, preparing the SOPs, Mapping Documents and User Manuals
• Hands on knowledge of IT Service Desk tool (IBM Smart Cloud Control Desk) while Resolution of end user application issues from remote locations through Incidents and Service Requests processes
• Conducted interviews with key business users to collect information on business processes and user requirements
• Performing analysis, review and signoff of the business requirements and conducting of interviews, sessions etc
• Created process flows based on the requirements into the functional specification document
• Participating in requirements walkthroughs, defect review meeting and status meeting
• Following a structured approach to organize requirement into logical groupings of essential business process, business rules, information needs and insured that critical requirements are not missed
• Performing gap analysis and documenting the gaps and consulting the development team and project manager to fix the issues
• Understanding the logic used in the customer's current system and the underlying source data used
• Data Analysis and Interpretation using MS Excel, MS SQL
• Creating data flow diagrams, Business Process Flows, Use Cases and Scenarios to support business requirements
• Coordinating with the team and help in resolving the problems occurring related to the business requirements
• Reviewing the test cases prepared by the QA Team and ensuring that the test cases cover all the modules of the application
• Impact analysis and feasibility analysis of the changes proposed by the business
• Working on Post Go Live phase of the project to monitor the change in production
• Identification, analysis and resolution of production issues
• Conducting UAT sessions, presentations and awareness programs for end-users
• Played leadership role in coordination, problem resolution, testing from vendor team and publishing status report to seniors on weekly basis

Lead Shift - Microland Limited - Gurgaon

(2015-10 - 2018-08)

Project: Bank of America Continuum Private Ltd.

• Ensure analysts have the relevant access/rights needed to perform duties
• Leave Management of Service Desk analysts
• Manage attrition and ensure that attrition is within agreed levels
• Identify/Nominate team members for Rewards and Recognition
• Conduct Team Meetings to build team spirit and improvement initiatives
• Induction and application support trainings for new joiners
• Supports overall Business Process Management and Application development Delivery Management and Solution Area at Bank of America
• Executing and supervising development activities among the team as well as planning weekly sprints
• End-to-end ownership for requirement gathering, design, development, testing and production release
• Coordinating Service Request Management process for Bank of America's clients through IBM Maximo Smart Cloud Control Desk Tool
• Coordination with multiple internal and external IT teams for Incident life cycle building and implementation in accordance with priorities
• Developed different process improvements methodologies to achieve cost effectiveness and time saving
• Monitors whether the Software (IBM Maximo) is working fine or not and reports the issues to the owner of deployment
• Proposing all Requests for Changes (RFCs) to stakeholders including Change Advisory Board and clients
• Supports in Process Compliance, Adherence & Maintenance of Service Management Process & Tools
• Primary purpose of testing is to detect software failures, so that defects may be discovered and corrected
• Updating KEDB
• Responsible for doing time to time escalation to resolve the issue as per defined SLA
• Handling High priority Issues having major impact over business
• Releasing outage notifications to clients and internal technology teams

IT Analyst - HCL Services Limited - Noida

(2007-03 - 2015-10)

• Installation and maintenance of Hardware and Operating system and other applications
• System Administration, Hardening, Performance Tuning and up gradations
• Trouble shooting of Hardware and Operating system problems
• Analysing Hardware and Networking requirements
• Data recovery after system crashes
• Installation and configuration of windows workstations and client
• Significantly contributed in Planning, Implementing of IT Projects and Server Installation of Windows server Operating Systems, Modules and Applications on Medium End Servers (HP,IBM, DELL,HCL etc.) for banking and corporate customers
• Maintained Good Customer Relationship in Territory in support of Business needs. Such as State Bank of India, Punjab National Bank, UCO Bank, Syndicate Bank, ISRO etc
• Provided the entire necessary project document for the collection & implementing the project
• Managed OTS activities of North Region and Project Statement of work designing as per contract terms
• Taking care of Installation & Commissioning of major rollouts in Assigned Territory
• Successfully maintained & balanced the territory assigned
• Assigning daily duties to sub ordinates and managing support office
• Business Development and provide new AMC Customers to HCL
• Working on ITIL based Infrastructure and Manage Service Desk tool
• Handling Admin part of Call logging tool CA Unicenter (Modification, Addition, Deletion of Categorist, Users, Assets)
• Handling all MIS reports related to Service Desk/ IT Operation (Weekly, Monthly, Quarterly)
• Monitoring request triggered in Helpdesk
• Helpdesk Data analysis and take corrective action to improve Performance
• Active Directory (Creation, Deletion, Roles & Permission Assignment)
• Provide Infrastructure support (Asset Management, Asset Allocation, Handling User Management Requests)
• Escalate, clearly define and own issues through to resolution

MBA - Business Analytics & Information Technology - Maharishi Dayanand University

Bachelor - Information Technology - Sikkim Manipal University

Graduate Diploma - Computer Engineering - Haryana Board of Technical Education

Higher Secondary - Haryana Board of School Education

High School - Haryana Board of School Education