A.

Vivek Sarma
A-103, Shanti Complex,
Tunga Village , Andheri(E),
Mumbai, Maharashtra, India.
 +91-9820404210.
E-Mail: aviveksarma@gmail.com

• Over 3.9 years experience in Change Management process.

• More than 2 years of experience as a Change Manager.
• Experience in conducting internal audits for ISO/IEC 20000 certification.
• Knowledge of ITIL process.

Work Experience:

Patni Computer Systems Ltd.

Duration: Nov’06 – Present.
Position: Sr. System Engineer

Change Manager (ITIL V3 Foundation Certified.): Oct’ 07 – Present

As a change manager responsible for ensuring that all changes to IT infrastructure are carried out in a
planned and authorized manner and ensuring minimal impact of the change to the environment.

Responsibilities:
♦ Review RFCs to ensure accuracy, ensure that all pre-requisites are met from a Change Process
standpoint, ensure that the RFCs are audit compliant, and analyze business impact, etc. for all LOBs.
♦ Resolve scheduling conflicts by working with Change Supervisors and Implementing Groups.
♦ Attend CAB to discuss and seek appropriate approval for all ‘Emergency’ and ‘High impacting’
changes, prior to the change date.
♦ Authorization of RFC after confirming that all requirements are fulfilled.
♦ Communicate the outage/activity to all concerned groups/individuals.
♦ Ensure proper and timely closure of RFC.
♦ Post Implementation review of changes to ensure objectives are achieved.
♦ Coordinate change reporting activities within the Line of Business
♦ Detail study of the process and suggest any process improvement ideas to the client.
♦ Educating the process of Change management
♦ Providing training for the Change management process to the new team members.

Accomplishments:
• Introduced Quality Plan to ensure delivery of quality services.
• Introduced Knowledge Plan to help Knowledge sharing, documentation, Process improvement and
Training.
Additional Responsibilities
• A member of Patni CSI team and recently contributed in acquiring ISO/IEC 20000 recertification for
the company.
• Helped the project become audit ready by making sure all audit related documents are in place and
making sure the project is following ISO/IEC 20000 standard procedures.
• Enrolled to participate in the CMDB implementation for the company which will start in Q4.
Change Analyst: Nov’06 – Oct’ 07
I was responsible for creating Change Request and coordinating it through the life cycle, till its
implementation.

Responsibilities:
• Verifying that a change is actually necessary to satisfy the request.
• Opening a change record in the Change Management tracking system (Remedy).
• Classifying the change record by Risk and Impact.
• Obtaining the QA Sign-off on all RFCs.
• Obtaining the documented Business UAT Sign-off on all RFCs.
• Obtaining Technical approval and Change management approval for all RFCs.
• Notifying all groups that are directly and indirectly affected by the change.
• Working with the Implementing Group to prepare the change for implementation. The Change
Manager/Assignee has the ultimate responsibility for change implementation and post QA (may work
with other groups)
• Verifying all tasks are complete, closed, and then closing the change record with the appropriate status
and information within 24 hours of the actual work being completed.

Accomplishments:
• Received appreciation from the client for contributions made in achieving the best ever CSS rating for
the project.
• I introduced new metrics, in monthly reports, to determine project efficiency in a more detailed
manner.
• Automated weekly and monthly reports completely.

Electronic Data Systems (EDS) Pvt. Ltd.

Duration: Oct’05 – Nov’06
Position: Help Desk Coordinator.

Profile: Profile consisted of providing technical solutions to the queries posted by the clients. Client is a
HR & Reinsurance company. We supported Lotus Notes, Blackberry and a few hardware issues.
Also worked on Windows, specifically on Novell and Active Directory tools to resolve server issues,
maintaining user accounts (giving proper rights to the users), passwords resets, etc

Responsibilities:
• Instrumental in data gathering, analyzing and solving of infrastructure based problems.
• Interacted with the onsite coordinator on client’s side to resolve issues related to hardware break-
fix and shared infrastructure.
• Generating reports and documentation of tickets using service center ticketing system.
• Conducted training for new employees.
Accomplishments:
• Successfully handled the responsibility of taking complete charge and setting up of a new process,
starting from understanding the process to UAT of the process.
• Contributed in updating and improving the Knowledge-Base
• Twice was honored with “Agent of the month” reward.
• Actively participated in quiz and other extra – circular activities.

Wipro Spectramind Pvt. Ltd.

Duration: March’04 – Oct’05.
Position: Technical Support Analyst.

Profile: Providing support for a US based client in terms of providing basic knowledge of the client
software and solving any technical difficulties related to the software. Support included for Windows and
Macintosh operating systems.

Responsibilities handled as a SPOC for a team of 12 members:

• Team management in the absence of team lead.
• Managing shift adherence.
• Approving and maintaining the leave database.
• Interpreting reports related to weekly calls taken, AHT, etc.

Responsibilities handled as Administrator:

 Attending conference calls on daily basics where projected call flow and targets achieved are
discussed. Interpreting the minutes of the conference call to the upper management.
 Escalating any technical problems related to tools, monitoring targets achieved.

Accomplishments:
• Ranked 7th across all centers world wide, for the month of October 2004 and was among the top 5
analyst for the month of May 2005.
• Trained on quality practices of calls.

Professional Qualification & Certifications:

1. ITIL V3 Foundation Certified.

2. Cyber Law: Completed Diploma in Cyber Law as per IT Act 2000 prescribed by Govt Law College,
Mumbai.
3. Attended IQA training to get through knowledge of the audit process.
4. Remedy Admin: Attended training for remedy 7.0 admin and worked with the Remedy Admin team
to get a hands-on remedy workflow.
5. Two years Masters Degree in Computers Management (MCM), University of Pune, 2001-2003.
Management Topics covered: Business Administration, Management Information System,
Principles and Practices of Management, Business Communication.

Academic Qualifications:

 B-Com- 2001; G.S College, Nagpur University, Nagpur.

 HSC- 1998; Modern School, CBSE, Nagpur.
 SSC- 1996; St. Frances High School, Andhra Board, Hyderabad.

Activities and Honors:

Hobbies: Swimming, Chess, T.T, Snooker, Tennis, Bridge, Music, Trekking.
Achievements:
1. Represented Nagpur University at the All India Inter University Swimming Championship
held at Gwalior in Oct’2000 and was in the Water-Polo team at college level. Also won many
medals in swimming competitions at club level.
2. Participated in chess competitions at inter-school competitions.
3. Participated in organizing seminars at college.
4. Participated in Mumbai Marathon in Jan’09

Languages Known:
• Read/Write: English, Hindi.
• Speak: English, Hindi, Telugu and Marathi.