Lokesh Mohan
Mississauga,ON
Summary
- IT Support & Incident Management professional with 8 years of experience delivering top-tier technical support and managing major incidents across diverse environments. Expertise in ITIL‑aligned processes, first-call resolution, and escalations, leveraging tools like ServiceNow and Remedy to maintain SLA compliance. Proven track record of reducing incident resolution time by up to 30%, improving user satisfaction scores to 95%+, and implementing process improvements that eliminated recurring issues. Skilled at coordinating war rooms, conducting root cause analysis, and collaborating with cross-functional teams to restore service quickly and efficiently.
Overview
9
9
years of professional experience
Work History
Technology Operations
JP Morgan Chase & Co
Bangalore, India
06.2017 - 08.2022
- Handling a Priority Incident within the SLA threshold.
- Analyse active Incidents for matching symptoms and multiple occurrences.
- Creative thinking to deliver solutions through continuous improvement.
- Ability to identify problems and clearly communicate strategic solutions to clients.
- Working knowledge of Incident Management, technical problem resolution, and operations systems.
- Good knowledge of Microsoft Office, ServiceNow, VPN, Virtual Machines, Remote Connectivity products like Director, Security.
- Ability to effectively collaborate with team members and clients to achieve common goals.
- Good knowledge of Windows/MAC OS with the ability to carry out root cause analysis.
- Make sure Incidents are communicated to the appropriate End-user, and within the internal information tools.
- Ensures the status, progress and history of the incident is up to date and correct for incidents that are not formally escalated.
- Provides inputs to review teams(s) for performance improvement.
- Ensures misrouted cases are trapped and assigned to correct support workgroups.
- Ensures incidents reach resolution through the standard incident management process.
- Management of all incidents that have not been escalated.
- Identifies incidents that require movement through the process.
- Monitor the defined tool process is adhered as per the INCM Process and report violations.
- To ensure CI is related to Infrastructure Event & Restoration Incidents.
- Strong initiative and desire to learn.
Technical Solutions Representative II
Hewlett Packard Enterprise
Bangalore, India
02.2015 - 06.2017
- Providing comprehensive support to all Mondelez Executives on their IT issues for efficient resolution.
- Regular follow up of the Incident/Request to closure and be able to mobilize the appropriate resources to complete the requests on priority.
- Documenting new troubleshooting steps into the Remedy ticket.
- Taking complete ownership for maintaining the Knowledge base for the IT Service Desk team.
- Troubleshooting system and network problems, diagnosing and solving hardware/software faults.
- Setting up new users' accounts and profiles and dealing with password issues.
- Timely resolution to the clients to meet the target and to achieve desk SLA.
- Build a better rapport with the clients to achieve good customer service.
- Ability to effectively collaborate with team members and clients to achieve common goals.
- Working knowledge of Incident Management, technical problem resolution and operations systems.
- Good knowledge of Windows/MAC OS with the ability to carry out root cause analysis.
- Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements.
- Responsible for communicating with the process manager.
- Directly works with Tier 1 Support to ensure proper recording of incidents.
- Determines if an incident needs to be escalated according to priority and severity of issue.
- Ensure that incidents assigned to their Support Groups are resolved and that service is restored.
- Monitor the incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
- Identify incidents for review.
- Participate in incident review following major incidents.
- Identify potential problems and/or increasing trend of repetitive incidents.
- Escalate all process issues to the Incident Manager.
- Client: Mondelez International.
- Environment: Remedy, HPSM, Citrix, MS office, Remote Access Tool, Active Directory
Technical Solutions Representative
Infinite Computer Solutions
Bangalore, India
12.2013 - 12.2014
- Best in class resolution for the customers.
- Hardware troubleshooting, running diagnostics, network troubleshooting.
- Installation of Windows OS, removal of virus and threats, working on Office 2010 and 2013.
- Sales, selling software, hardware to add up to the company's revenue.
- Maintain better relationships with users to make them delighted and appreciate the support.
- Achieving timely targets and adapting to the change thrown from the process was the main key.
- Client: US, UK Direct customers
- Environment: Laptop and desktop hardware, antivirus installation. Office knowledge
Education
Bachelors - Computer Science
Reva Institute of Technology & Management
Skills
- Incident Management (ITIL framework)
- Root Cause Analysis (RCA)
- SLA and KPI Management
- ITSM Tools (ServiceNow, BMC Remedy)
- Configuring Windows
- Active Directory
- IT Asset Management
- Backing up and Restoring data
- Networking
- Monitoring and Optimizing system performance
- Microsoft 365 / Office Suite Support
- Anti-Virus
- Citrix
- Major Incident Management (MIM)
- Customer Service
Timeline
Technology Operations
JP Morgan Chase & Co
06.2017 - 08.2022
Technical Solutions Representative II
Hewlett Packard Enterprise
02.2015 - 06.2017
Technical Solutions Representative
Infinite Computer Solutions
12.2013 - 12.2014
Bachelors - Computer Science
Reva Institute of Technology & Management
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