RESUME

Ganesh Kumar Appari

Mobile No: +91 99512 02345 Email: gk.appari@yahoo.com

Objective:

In pursuit of challenging assignments that would facilitate the maximum utilization and
application of my broad skills and expertise in making a positive difference to the organization

Certifications:

 ITIL 2011 v3 Certified

 CCNA
 T-200 Module of Fundamentals of Telecommunication
 T-100 Retail Banking Foundation Course Certified
 DRR (Disaster Recovery Representative)

Tools Used:

 IT Service Now
 HP ITSM
 BMC Remedy (AOTS)
 GPS
 Business Direct
 Business Objects

Professional Experience:

 Current Company: Tata Communications (Chennai- Change Coordinator for 1yr 8 months)
 Previous Company: Infosys Ltd (Change Coordinator & Incident manager for 3yrs 5months)
 Total IT Experience: 5 years 2 months (Change coordinator&Incident manager)
 Non IT : 5 yrs in Infosys BPO

Current Role: Change Coordinator & Incident Control Manager in IT Service Management in Tata
communications.

Day to day activities: Change Coordinator

 Having more than 60 Months of IT Service Management Experience

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  Manage relationships and coordinate work between different teams (Like Manage
relationships and coordinate work between different teams at different locations) at
different locations
 LAN/WAN/WLAN migrations, TTU’s,Patching,prod-non production servers, site
closures, Add Firewall rules,DHCP/DNS servers Administration.
 Worked in Data Center Management and DHCP, DNS and reboot Troubleshooting skills
and Security and patch management process..
 Experience in defining KPI, SLAs, Reporting, Escalation and Notification procedures
 Experience in establishing service improvement plans and guide, monitor, report and track
Sop’s to closure
 Receive, log and allocate a priority to all requests for change (RFC)
 Reviewing change plans and schedules. Planning activities include scheduling the change
request, assessing risk and impact, creating plans, defining and sequencing the tasks
needed to accomplish the change request, and scheduling people and resources for each
task
 Single point of contact for all Planned and Scheduled Maintenance
 Ensure all changes are properly documented, categorized, planned, tested, communicated
and the appropriate back-out plans are in place
 Communicating the status to executives & other stakeholders internally & externally.
 Trouble Ticket Management for the issue reported during the maintenance windows
including RCA/CAPs.
 Involved in Post Implementation Review meetings for other than successful changes
 Preparing reports for both internal management review and client review

Achievements:
 Received 3 Spot and 2 Extra-Miler Awards for the excellence in production
 Also received two I-Star awards for the financial years 2011-12, and 2014-15
 Attended the Trainings “Networking, Problem Solving and Decision Making, Presentation
Skills”
 Promoted as Process Specialist

Responsibilities:
 Receive, log and allocate a priority to all requests for change (RFC)
 Ensuring the change falls under Change Maintenance window
 Make determinations during the change process regarding the change owner, scope of
impact, risk factor associated with each change

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  Ensuring teams SLA and other metrics are followed
 Taking security and other teams approvals
 Obtaining Approvals for the changes from Change Authority Board (CAB)
 Convenes urgent or emergency changes to CAB/ECAB through email approvals
 Approaching the CAB with updated details of the change through emails
 Liaises with all necessary parties to coordinate change building, testing and
implementation, in accordance with schedules
 Reviews all implemented changes to ensure that they have met their objectives; refers
back any that have been backed out or failed
 Review all outstanding RFCs
 Closing RFCs
 Preparing weekly TAR Reports and hosting TAR meetings
 Providing back end support
 Trainer for new Joiners
 Getting cross training
 Identify problem areas in the process and take charge for process improvements
 Work with team to generate solutions, facilitate team work and open communications

Incident Manager Responsibilities:

 Handling Incidents, Chair Bridge calls for effective coordination, incident resolution, service
restoration
 Ensuring restoration of the normal business services at the earliest, thereby reducing the
impact on business
 Driving all Bridge calls for service restoration, effective coordination, escalation, notification
and resolution. Cascade Major Incident notifications and notify business of any critical outages.

 Ensuring that incidents and service requests are processed consistently

 Directing the support resources where most required

 Provide information that allows support processes to be optimized ,thus ensuring that the best
possible levels of Service quality and availability are maintained

 Worked closely with Incident Management team for reactively minimizing the impacts of
underlying Problems & resulting Incidents.

 Worked with Availability Management for proactively improving IT Services.

 Ensuring quality of the Incidents from SM point of view.

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  Attending Daily Incident & Problem meeting with the clients.

Past Experience 1: Loan originator (Suncor bank 2008-2013)

 Project Title : Suncorp Banking - Australian

 Duration : 48 Months
 Team Size : 41
 Project Description:

 Suncorp is 5th largest Bank in Australia and deals in Banking and Insurance products. Data
entry is first stage in the process of Mortgage loans, where the agents completing Data entry
into Loan origination system from an application form received from Brokers and Lenders then
sending files to underwriters for Pre-Decisioning

 Credit card, Debit card &Personal loans, Funding & Balance sheet.

Educational Qualifications:

 Graduation (B.Sc.): DNR College, Bhimavaram from Andhra University with 78.6%
 Intermediate: Junior Modern College, Ramachandrapuram with 90.9%
 SSC: APRS ZPH School, Bhupatipalem with 86.0%

Computer Skills:

Excel, Power Point, MS-Word, MS-Office and DCA etc.

Personal Details:

Name: Ganesh Kumar Appari

Father’s Name: Sita Rama Prasad
Mother’s Name: Venkatalakshmi
Date of Birth: 24-Jun-1988
Languages Known: Telugu, Hindi and English
Married: Yes
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Declaration:

I hereby declare that the information given above is true to the best of my knowledge and belief.

Date :
Place : Signature