Sam Shanth Kumar

Background

About Sam Shanth Kumar

Introduction:Hi, I am Sam Shanth Kumar, an experienced ITIL Specialist with 7 years + of corporate work experience. Currently, I am working with Kyndryl Solutions Pvt Limited as an ITIL Specialist (Incident and Change Management) in Hyderabad, India. In this section of my LinkedIn profile, I will give an overview of my work experience, skills, and certifications.Work Experience:IQEQ India Pvt Limited (08/23 - 01/24)With a focus on IT service management aligned with ITIL best practices, I have orchestrated and upheld crucial processes such as incident, problem, and change management, driving efficiency across service delivery channels. By refining service request procedures, I achieved a notable 20% reduction in resolution time while also implementing a knowledge management system resulting in a 15% decrease in recurring incidents. Vigilant monitoring of Service Level Agreements (SLAs) ensured consistent adherence to performance targets, complemented by regular reviews to identify areas for enhancement. I facilitated seamless communication between technical teams and end-users, ensuring clarity in service expectations and swift resolution of complex issues with minimal impact on business operations. Moreover, I spearheaded continuous improvement initiatives, conducted comprehensive root cause analyses for major incidents, and maintained rigorous compliance with regulatory standards and organizational policies. Proficient in utilizing IT service management tools like ServiceDesk Plus, BMC Remedy, and Jira, I have consistently demonstrated a commitment to optimizing IT service quality and operational efficiency.Conclusion:As an ITSM Analyst with 7 years + of corporate work experience, I have gained proficiency in Incident management and Change Management activities, N/W Cisco switches, and using ticketing tools like BMC Remedy, JIRA - Solarwinds, Active Directory, UAT, T-Live, and Adobe Muse, XD, InDesign, Illustrator, Dreamweaver. I am also certified in ITIL V4 Foundation, NSO-160 "Netapp Certified Data Administrator," AZ-304 "Microsoft