Plot no:-104,West Metro

B-Block,Friends colony
Chandanagar
Hyderabad : 500049
Mobile No. - 9160887987
7386056929

Ganesh Gedela
OBJECTIVE

To establish myself in a stable and Progressive company offering career and

personal growth through proven performances.
PROFESSIONAL PROFILE
Past Experience
Company Infor Global Solutions
Period: 4th June 2015 to till (10th May 2016)
Designation: ICS Consultant
Technology: Change/Incident management.
Job Profile
Project Century food pacific, Rolls Royce commercial Marine operations,
ABB and Harsco.

Installations of standard and customized solutions for both cloud and non-cloud
customers.
Monitoring and updating Tickets (issues) through Incident management system
based on ITIL Process.
Restoring the normal service to operation as quickly as possible with minimum
disruption to the business. Manage all high priority Incidents and review open
incidents for status and priority along with determining any adjustments.
Knowledge of ITIL process such as incident Mgmt., Change Mgmt. and Problem
Mgmt.
Coordinating with various teams to ensure that Incidents are effectively resolved
within SLA and escalate both horizontally and vertically during critical and high
priority incidents tagged, and ensuring more expertise is available to resolve the
incident within the said SLAs.
Managing User access system process for Nationstar which includes
o Managing user access and renewal policies.
o Resetting user accounts based on the request.
o Active Directory restore, Resetting password for the disabled AD.
As a daily process, monitoring new hires in client Organization and providing on
boarding setup to the new Joiners.

As a serviced based project, SLA was one of the key points to maintain. Also
accepting any incident on time, triaging incidents, sorting out old/aged incidents
are one of our daily process works.
For few critical applications, which require business owner approval was also in
our plate and we used to execute the cycle of entire approval process to
get/generate any special credentials for any secured/critical systems.

Acknowledge and reply all emails in a timely manner and available on email/lotus notes during regular business hours.

Trained on more than 30 business applications

Keeping a track of the pending tickets everyday
Handling Attestation work provided by the client
Handling termination/revoke request of the applications once the user is deboarded or not in using it.

Additional Responsibilities

Giving training to the new resource

Mentoring and grooming new hires for the current project.
Handling escalation or critical tickets
Preparing Daily and weekly Century call status report and sharing it with the
client and internal stake holders
Preparing weekly Job management report and publishing it to client and internal
stake holders

Achievement
Achieved Infor COE award, in 1st Quarter of my joining, for my hard
work and involvement in multiple projects.
Successfully completed Infor fundamental Training in first class.

Educational Qualification
B.E Graduate from Sir C.R.Reddy College of Engineering (Elluru/West Godavari) in the year 2014.
ITIL V3 Foundation Certified in IT Service Management
I.T.SKILLS Self acquired knowledge of computers excelling in windows, MS-Office (Word, Excel),
and Power Point, Pivot Table.

PERSONAL DETAILS
Date of Birth

10th March 1991

Language Known

English, Telugu.

Mobile No

9160887987, 7386056929

E-mail

ganesh.gedela2@gmail.com

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Signature