1. RESUME
Paritosh Kalra
House No. 162, Sector-17,
Faridabad: 121002, Haryana
Handheld: +91 - 9818994978
Email: paritoshkalra1983@gmail.com
QUALIFICATION B.E. Hons. (Electronics and Communication)
CERTIFICATIONS ITIL V3 FOUNDATION from EXIN (External)
& ITIL V2 Foundation from HCL (Internal).
CCSA-NGX (Checkpoint Certified Security
Administrator)
SUMMARY Total Exp:5 Years and 10 months
Five Years and ten months of total industry experience . Out of which, Four Years and eight
months of experience in ITIL Processes, Problem Management, Incident Management, Change
Management, Process Auditing, ITIL Process Training, Service Level Reporting, Datacenter
Operations, GUI Tools such as Kintana, Netcool, Remedy, Peregrine and Infra. Leading and
motivating teams to achieve performance executed by team-work.
WORK EXPERIENCE
1) FCS Software Solutions Ltd. Feb 2010-Till Date
Project: Momentive Performance Materials
Designation: Global Incident Manager / Process Lead- ITIL
Job Description:
 Handling Incident Management Process for 40 Global Teams for Momentive round the
Globe.
 Host and head Operations Review Meetings with the respective groups of Momentive
round the Globe and mentoring them on continual improvement aspects & focus on
process improvement areas.
 Building Incident Management Process Guide and Wiki.
 Doing Process Analysis and Trend Analysis on Weekly, Monthly & Quarterly Basis.
 Provide Incident Management statistics/metrics to the groups and implement ITIL
Processes.
 Provide ITIL Training to the staff and have interactive sessions with the team.
 Mentoring teams and doing quality analysis.
2) Company: HCL Technologies IOMC Ltd. Jan 2007- Feb 2010
(A Subsidiary of HCL TECHNOLOGIES LTD.)
Project: GE (GIS)
Designation: Specialist-Process / Incident Manager
Job Description:
Worked as an Incident Manager in GE(GIS)-Project in HCL technologies.

2. RESUME
 Incident Management: Ensuring that the Incidents are restored in time and thereby
meeting the SLA agreed with the Customer by effective follow up with the Engineers
and assisting them by coordinating with various teams and individuals.
 Provisioning handoff from Incident to Change and Problem Management
 Driving Sev1 bridges efficiently to make sure high impact incidents get the right
attention and rigor for resolution within SLA target and by providing accurate and
relevant updates in a timely fashion.
 Doing Quality Audits for Work log Quality and timeliness and providing valuable
suggestions to the team about their improvement areas.
 Training the members of the project about the ITIL process which needs to be followed
for each and every activity performed in the project.
 Generation of Incident Reports with Accuracy and thereby appraising management and
team members about the performance and improvement areas.
 Attending review meetings with client.
 Doing Trend Analysis and suggesting ideas for process improvement.
 - Timely status updates of the tickets
- Follow up with the engineers to avoid SLA violation.
- -Attending meetings and providing relevant updates to the customer.
PROJECT: Bear Stearns &Co (now JPMC)
Company: HCL COMNET SYSTEMS and SERVICES Ltd.
(A Subsidiary of HCL TECHNOLOGIES LTD.)
Designation: Senior Analyst Systems
Description:
The Bear Stearns Companies Inc (NYSE BSC) was the parent company of Bear, Stearns & Co. Inc.,
a leading global investment banking, securities trading and brokerage firm. It was the seventh
largest securities firm in terms of total capital. Now it is known as JPMC.
Job Responsibilities:
 Being a Shift Lead, I handled a team of 5 persons in Service Desk who worked under my
supervision in my respective shift.
 Primary responsibilities include Incident Management, handling escalations, server
monitoring, providing first level of support, running shell scripts and escalating the cases
to right support group in a definite time frame.
 Coordinate / Follow Up for necessary approvals.
 Preparing Necessary Project related Documentations
 Achieved targeted service delivery standards – for both quality and time.
 Handled all Escalations and operational related issue faced by EAG – DC OPS
 Meeting SLA for Tickets Escalation.
 Trained new employees to understand datacenter terminology.
PROJECT: LINKSYS (A division of Cisco systems) Apr 06 - Jan 07
3).Company: VCUSTOMER Pvt. Ltd.
Designation: Technical Support Engineer
 Worked for the process of LINKSYS .Duties included performing troubleshooting of the
products like SOHO wireless routers, switches, access points, print servers.
PROJECT: British Telecom Oct 05 - Apr 06
4). Company: HCL Technologies BPO Services Ltd.
Designation: Tier-2 Technical Support Officer
• Worked as Level-2, TECHNICAL SUPPORT OFFICER in HCL Technologies BPO Services in
Noida, with Process BT Broadband
• Worked over there as a specialist in MACINTOSH OPERATING SYSTEMS and YAHOO.

3. RESUME
EDUCATION:
Apeejay College Of Engineering, Sohna, Gurgaon AUGUST, 2005
(Affiliated to Maharishi Dayanand University, Rohtak)
• B.E.HONS. (ELECTRONICS AND COMMUNICATION) with 71.1 %.
Modern School, Faridabad
• CBSE XII Percentage- 68% 2000
• CBSE X Percentage- 74.4% 1998
HOBBIES:
Photography, Listening to Music, Net-Surfing, Image Enhancing & Design.
EXTRA-CURRICULAR ACTIVITIES:
 Silver Medalist for English at School (C.B.S.E.) level.
 Won several competitions in painting and drawing at School and All-India level.
 Participated in NITAT 2004(National IT Aptitude Test) conducted by NIIT and stood in
the top 5% candidates with 95% percentile at All India level.
 Participated actively at inter-college fest- “CULMYCA-2002 & CULMYCA-2004” at
Y.M.C.A. (Faridabad).
 Presented Paper on the topic: “FREQUENCY HOPPING CDMA” & “GSM”.
PERSONAL TRAITS:
 Quick Learner, Ability to grasp new technologies.
 Good Team Player, Flexible approach towards work.
 Excellent Presentation & Public speaking skills.
 Creative Mind, Positive Thinking.
PERSONAL INFORMATION:
Date Of Birth 01-03-83
Nationality Indian
Languages Fluent in English & Hindi
Passport Available
(Paritosh Kalra)