1. Mayank Aggarwal
Mobile: 0509765630, E-Mail: aggarwalmayank002@gmail.com
SNAPSHOT
A result oriented professional with 4.6 years of experience in IT Operations, ISP and Telecom Industry
in the area of Managed Services, Hosted Services, Data Center Operations, Network Operations Center
and Service Operations Center.
Professional Skills
Process and Tools for Managed Services IT and Telecom Operations/Hosted Services and IT
Operations, Data Center Management, IT Enabled Services, Enterprise and Business IT Operations, IT
Operations Insourcing and Outsourcing, Incident Management, process management, Customer
support within specified SLA's based on the priority of the issue, IT Service Provisioning, Provisioning
of T1 and trunks, Service Operations Center, Management of 24x7 Operations.
Key Skills
 Managed Service – Business IT Operations for Telecom Infrastructure Management with tools and
process suite of Fault Management, Trouble Management, Network Inventory and Configuration
Management, Spare Part Management (SPM), Work Force Management (WFM), Citrix XenApp and
Citrix XenDesktop and XenServers.
 Management Skills – Handled a team of 25 as a Technical Leader in SDT operations. Responsible
for handling all the technical related issues, trainings to the team members, Escalation handling.
 Process and Compliance – ITIL Certified, CCNA Certified, Presentation and communication skills,
ETCP.
 Operating systems: Linux Based Operating system Ubuntu, Windows.
 Others- VMware virtualization, Citrix XenApp and Citrix XenDesktop, Routing and Switching, BSS ,
EMS/NMS, Load Balancing, Linux Based Operating system UBUNTU Hardware, Various Operating
Systems, Incident Management , Process Management, Customer Support, brief knowledge about
GSM and WCDMA technology.
 Tools : IBM Netcool, BMC Remedy OneTM, IT Service Management ( ITSM ), HP OVO , BMC Service
Request Management, TRAMS, OTRS, TBS, Puppet server management, Work Force Management
(WFM) , NIM , Customer Experience Assurance ( CEA ) , IBM Netcool ( OneFM ), Service-now
ticketing tool .

2. EMPLOYMENT DETAILS
COMPANY : HCL TECHNOLOGIES PVT. LTD.
• Senior Specialist – Citrix , Bekaert Belgium ( April 2015 – till date )
 Working on Belgium project – BEKAERT as a Senior Specialist on Citrix Xenapp 6.5.
 Individual performer where in handled 4 major projects within 3 months after joining.
 Handled various applications virtually hosted on various windows 2008 R2 servers.
COMPANY: Ericsson Global India Pvt. Ltd.
• Senior Solution Integrator- CSI-ADM Project (October 2014- March 2015)
 Working on Citrix XenApp 6.5, XenDesktop and Xenservers, handling a US project where 110
servers were installed which hosted various Applications.
 Handled issues that users faces while accessing the applications installed on various Windows
2008 R2 servers.
 Working on VMware vSphere client to manage the virtual servers.
• Senior SD Engineer –MSDP Operations (June 2013- October 2014)
 Handled a team of 25 members as a Technical lead in all the technical issues.
 All the technical and process related trainings to the new joiners.
 Troubleshooting, Monitoring of live CITRIX Servers which are hosting various 15000
applications.
 Worked on Citrix Xenapp 6.5 in managing the applications hosted on various servers
 Checking the Quality of the tickets raised in respect to all the parameters.
 Performing first level troubleshooting on Tools BMC Remedy One TM, One FM , ITSM and
other hosted applications.
 Customer Escalation Management, Incident management, Problem Management.
 Working on Windows AD to provide access to all the 30,000 users.
 Managing emergency technical support for high profile customers, including system
diagnostics and technical problem resolution
 Additional troubleshooting on Microsoft Outlook to resolve any issue.
 Set up of a Video Conferencing room to interact with the Global Customers.
 Severity and Impact Analysis for incidents and Changes
 Providing initial response, operational assistance, problem identification and resolution
 Communication Controller for high Severity Incidents, Initiating and handling bridges for high
severity incidents and engaging support engineer to resolve the issue.
 Various Automations done in the tools as per Business requirement.
Achievements: Promoted from Engineer- Service Desk MSDP Operations to Senior Engineer – SDT
Service Desk and then promoted to Technical Lead- SDT Service Desk.

3. • SD Engineer – IT Operations (April 2012 – June 2013)
 Worked as a Service Desk Engineer in IT operations handling all the technical and software
related issues with Linux Operating system- UBUNTU.
 Responsible for handling Internal Ericsson users and troubleshooting and resolving all software
related issues as per Incident management Process.
 Responsible for various patch development and deployment in Ubuntu.
Achievements: Developed various new software ( such as Clamped Polygon in Google earth
Automated script for patch installation ) in Ubuntu.
• Engineer– 1st
Level Assurance (December 2011 – April 2012)
Key Accountabilities:
BSS (Network Surveillance) - Bharti Airtel
 Responsible for Monitoring all Critical Cell logic Alarms in VAS ( Value Added Services )
 Raise Critical, Major and Minor Trouble tickets on respective Alarms monitored to meet the
SLA on the work assigned.
 Communicate with the Field engineer, ZTM, FM lead and O&M head on a particular issue and
solve it as per SLA.
 Responsible for daily Health Check Ups of the nodes.
 Monitoring various Nodes of VAS such as SGSN, ADC, and GGSN etc.
 Help Field Engineer in Site related issue using Command Handling.
 Taking Daily logs for HLR & VLR for a particular region.
 Tools used are OneTM/Remedy, IBM OneFM/Tivoli (Netcool) and HP OVO.
Other Achievements:
 Best performer of the month: Best performer of the month July 2013, October 2013 and
January 2014.
 Appreciations: Received many Appreciations from Global customers.
 ITILV3 foundation: Successfully completed the certification in Feb 2012.
 Promotions: Promoted from a Service Desk Engineer to Technical Lead. Now working as a Senior
Solution Integrator with Ericsson.
 Innovations: Performed various innovations for the teams which benefit the organization at
Business level by providing better delivery to the customers.
Company: HCL Technologies Pvt. Ltd (February 2011 – December 2011)
Key Accountabilities:
Worked as a System Design and Provisioner in Critical Project for SPRINT.
 Handled various big projects for the US Based E911 project
 Planning and Designing of new T1 and Trunks
 Handled meetings with US Clients relating to project.
 Change management and Maintenance planning/logging by recording all significant activities
during window and reports them to Sr. Management/customers/vendors.
 Escalation handling and RFO generation for emergency/sudden outage incidents.
 Creates historical technical knowledge base of network problems and their solutions.

4.  Responsible for Identifying & Implementing Tools & Best practices for End-End 24*7 Customer
& Technical Support
 Having the capability to convey the troubleshooting steps to the customers over the phone,
letting them understand the root cause of the issue.
 Maintained 95 % C-SAT (Customer Satisfactory Survey) throughout the tenured.
CERTIFICATIONS
 ITIL v3 Foundation
 CCNA
 ETCP
 Citrix XenApp , Citrix XenDesktop and Citrix XenServer( Pursuing )
 Communication and Presentation Skills certified.
EDUCATION
 B.Tech in Electronics and Communication (J.I.E.T, Haryana, Kurukshetra University) , INDIA
 (10+2) CBSE, D.A.V Public School, Sector- 14 , Faridabad, INDIA
 (10th) CBSE, D.A.V Public School, Sector-14 Faridabad , INDIA
PERSONAL DETAILS
Father’s Name : Mr. S K Aggarwal
Visa Status : Visit Visa.
Languages Known : English & Hindi.
Marital Status : Unmarried.
I hereby declare that the above mentioned information is true to the best of my knowledge.
Place: Dubai
(Mayank Aggarwal)