1. Ankkeet Koushesh
Change Analyst
Email Address: ankkeet.koushesh@outlook.com
Mob: 08390902505/09168693143
A result oriented professional with 5 year’s experience in Service Management. Expertise in IT Projects for
international clients from US & UK, ensuring delivery of projects in compliance to the quality, time and cost
parameters. Working as Change Manager for Vodafone Shared Services India, tracking and recording
changes on SAP Systems. Have demonstrated expertise in applying the techniques of ITIL with Service
Management to support and improve operational excellence. Also been a part of several implementations
of new processes in business and transitions. I hold Bachelor’s Degree in Computer Application.
TECHNICAL COMPETENCIES
OS Deployment and configuration, SMS Client configuration, AD group
Management. Hardware assembly and Network Troubleshooting, MS
Technical
Office Suite, Windows Active Directory, LAN/WAN/VLAN setup and
Configuration, Routing Protocols. Exposure to deployment and Migration
Tools like MDT, SCCM.
Desktop deployment and methodologies.
Industry ITO, BPO, Service Delivery, Banking
Operating System Windows 2000, XP and Vista, Windows 7, Windows 8
Client Operating Systems /
MS Office Suite Support, Client Application troubleshooting & conflict
Resolutions. Application virtualization client configuration, IBM TAM,
Applications
Oracle’s PeopleSoft, Remedy 8
Team management, Transition Management & Change Management,
Management Skills
Incident Management, Problem management, Release Management,
Asset & Configuration
Management, Business analysis, Resource utilization, Project
Coordination and flow, Excel reporting and charting.
SKILL SET
 Change Management
 Downtime Management
 Release Management
 SOX Compliance
 Remedy 7.1 to 8
 HP Quality Centre
 ITIL Implementation
 Process Consultation
 Project Management
 Client Engagement & Vendor Engagement
 Problem & Incident Management
 Migrations & Transitioning

2. ACADEMICS QUALIFICATION
● Bachelor of Computer Applications (BCA).
● Passed 10+2 with PCM & IP combination [CBSE Board]
CERTIFICATIONS
● Information Technology Infrastructure Library (ITIL) V3 Foundation Certified
● Information Technology Service Management (ITSM as per ISO/IEC 20000)
● Microsoft Certified Professional [MCP]
● Microsoft Certified System Administrator [MCSA]
EMPLOYMENT CHRONICLE
VODAFONE INDIA SERVICES PVT LTD LOCATION: PUNE, INDIA
Duration: Oct 2013 – Present
Designation: Senior Executive ERP
Role Overview:
 Release Coordinator: To ensure Release Activities are carried with an ease, ensure all the approvals are
in place and have check on every phase of release.
 Change Coordinator: Efficient and prompt handling of all types of CRQs (Change Requests) in order to
minimize the impact of change related incidents to improve service quality and bring consistency in day-
to-day operations of the organization. 
 Service Management: End to End coordination of Technical & Functional changes to production
environment for the SAP & NON SAP Environments. 
BAU ACTIVIES:
Change Management
 Primarily audit the CRs raised by the various teams for the change implementation. 
 Ensuring 100% SOX Compliance – changes as per the quality parameters. 
 Identify its business criticality, impact to the client and outage window requirement. 
 Keep track of the Emergency Changes related to severity 1 and severity 2 incidents and ensure that they
are ECAB approved and progressed on priority. 
 Ensuring 95% CAB Acceptance ratio 
 Coordinating flawless movement of Transports 
 Ensuring timely and robust testing 
 Nothing moves ahead without all checks --> Risk Analysis 
 Processing normal, minor and emergency changes. 
 Downtime coordination of changes and other related activities. 
 Conduct CAB meetings, review the role back plans. 
 Co-ordinate with the Various Service Managers and prioritize the Change requests based on the Impact
and the Urgency. 

3. 
 Represent Change Management in the Daily Vanguard Calls before Go-Live and provide Updates on
pending Change Requests 
 Represent Change Management in the daily Go-Live Operations Call and provide updates on Pending
Change Requests. 
 Represent Change Management in the various Bridge Calls for High Severity issues 
 Co-ordinate with the SI partners (IBM, Accenture and Axon) to progress the changes that are pending in
various stages. 
 Pre and post release support for all live markets. 
 Conduct training sessions for the fresh lot. 
 Effective end-to-end user communication 
Incident & Problem Management
 Co-ordinated all types of severity Incidents, primarily for INC/PBI for which a CRQ (Change Request is
Raised)
 Related & verified the priority of the incident with the appropriate change request 
 Scheduled conference calls & resolved issues with the right co-ordination 
 Regular follow up with the right stake holder to get in the incident resolved within the SLA 
 Quick decisions in complex situations 
 Timely escalations, following the right matrix
 Preparing RCA document for problem tickets 
 Attending calls with Service Managers for PBI updates 
Non-BAU Activities
 MEC Close freeze – Ensuring System freeze is adhered yet the Emergency is catered 
 Copy Back – Total Production Freeze, high priority requests go further 
 Regression Testing – Total A* Freeze 
 Cut Over freeze – Total Production Freeze 
 Release coordination – VANGAURD, HYPERCARE 
 Bundle approvals – ensuring all the bundles align with master CRQ. 
 PPM Gate Checks – Ensuring G4 approvals, KT and documentation 
 Standard changes – Speedy progress of low impacting changes 
 Ensuring Project and BAU landscapes are in sync 
Release Coordinator
 Responsible for overall success of project.
 Ensuring that the team completes the project task well in time.
 Coordinate with Stake Holders for Management.
 Governance meeting for understanding project status, reporting and issues.
 Planned and execution of SAP Technical projects.
 Involved in Project Transition for SAP Application support.
 Release and Cutover Management for respective releases.
 New functionalities added across system landscape via SAP Releases.
ONSITE Achievements:

4. Business Travel to Vodafone Head Quarter at Newbury (United Kingdom) to support Release activity and
Ahmedabad (India) to support hyper care phase, a part of Release Coordination.
Submitted Ideas:
● DA Approval prior Development
● Risk Assessment by Change Analyst
● IMPACT ANALYSIS - Implement 7Rs of Change Management
F5 Team, Core Member:
Core member of the F5 Team: The team which organizes events and fun activities for employees.
Recently Organized:
 AAGAZ 
 TSSC MELA 
 FOOTSAL 2014 – Football Tournament - Played for EVO Change Management Team, winners of FOOTSAL
2014. 
 Have hosted Basket Ball Event for boys – BOUNCE! 
World of Difference Winner 2014-15:
World of Difference is Vodafone’s unique corporate giving initiative which mobilises people to take time out
and work for a charity of their choice. The programme is designed to take corporate giving beyond the
traditional “cheque book charity” space and to tap into the energy, skills and difference which people can
make and utilise mobile to make it happen.
 Participated in World of Difference Program, selected by the jury panel as one of the fifty ‘World of
Difference’ winners.
 Associated with P.R.I.D.E INDIA & Save the Children India (STCI, Mumbai) – A NGO which has been
working with rural communities by using an Integrated Development Approach. STCI is working on
Human Trafficking effectively under a project called SOS – Save Our Sisters.
INFOSYS TECHNOLOGIES LOCATION: PUNE, INDIA

5. (Deputed by Datacore Technologies)
Duration: Feb 2013 – May 2013
Designation: ITIL Consultant
Role Overview:
Worked as an ITIL Consultant for a project in Transition stage, for one of the prestigious clients of Infosys.
Roles and Responsibilities
 Taking KT from the client. 
 Measuring SLAs & CLAs, creating processes to function as per client’s operating requirements. 
 Implementing Best Practices of ITIL & ITSM (ISO:20000) 
 Conducting sessions with managers to share the KT. 
 Created 'Wiki' Portal for the Documentation as part of KMD – Knowledge Management Database,
Updating the Known Error Database. 
 Worked on UAT of VOC - Virtual Operations Centre - Incident management Tool. 
 Up skill new hires on Process Knowledge & Tools. 
 Regular business analysis of the incident volume flow, shift capacity planning. Managing the effective
resource utilization based on the volumes flow. 
 Assisted to achieve the SLA by conducting regular refresher sessions, knowledge tests, etc. 
 Proposed the concept of CMDB based on ITIL Standards. 
JP MORGAN CHASE LOCATION: BANGALORE, INDIA
(Deputed by Magna InfoTech)
Duration: Feb 2011 – Feb 2013
Client: JP Morgan Chase
Designation: Tech-Ops Technician Regional
Role Overview: Service Coordinator / Incident Manager / Migration SPOC
iSpace is a platform name given to OEM image of windows 7 deployed on laptops, workstations, VDI, Gen-Y &
Gen-X sessions.
Skills:
 Exposure to deployment and migration tools like MDT, SCCM. 
 Good knowledge on implementation of ITIL and ITSM 
 Desktop deployment and methodologies 
 SCCM2012 SP1 Administration 
 Desktop deployment and methodologies 
 Experience in Software distribution and reporting. 
 Good knowledge of Active Directory and Windows Servers. 

6. Key Deliverables, Roles and responsibilities (Client IT Operations)
As a Service Coordinator:
 Worked on the best practices of ITIL & ITSM and have applied them in various processes of Service
Transition and Service Operations. 
 Managed the access requirements of the iSpace Migration team, creating BAU support processes, tools
and process training documentations, and BAU monitoring of the team for a smoother show, with
regular reports of the team’s health, performances, SLAs, to the upper management. 
 Change Management: Handled change requests happening during the migration Project. 

 Conducted CAB meetings to review the proposed change, reviewed the Requirement & Roll Back Plans
for the proposed change in the Environment. 
 Managed and updated the CMDB through an automated tool – IBM Tivoli Asset Management 
 Risk Analysis to ensure minimal disruption of services. 
 Regular Updating of the Known Error Database which was a part of building and maintaining Knowledge 
Management Database. 
 Asset & Configuration Management: Regular verification of the assets physically, collating the details
and providing them to the businesses which help them to decommission their unused assets (Machines
& HDDs) and manage costing effectively. Effectively managed the IT stores and stock rooms inventory. 
As a Migration SPOC:
Windows 7 Migration & Deployment:
 Implemented the guidelines of ITSM (ISO: 20000), selecting a few of them out of ITIL V3. 


Played a key role in the win7 migration project by interacting with the clients, assisting them in
scheduling migrations, Win XP and Win7 application compatibility checks and deployment. 

Worked on different stages of migration – Initiation, On-boarding, Readiness, Scheduling Migration
& Post Migration.

As an Incident Manager:
 Acted as queue manager for the Incidents which were handled by the team responsible for post
migration Support. Ensuring that SLAs are not missed. 
 Handed critical client queries/calls regarding desktop hardware/applications break fix incidents.
Troubleshooting the issues either remotely or on-desk. 
 Performed RCA for the P1/P2 incidents. 
 Analyze the tickets and project the reports to the respective stake holders. 
 Problem Management: Found the permanent solutions of the know issues by Root cause Analysis. Also
decreasing the incidents reported for such issues. 
 Worked closely with application deployment team. Understanding the requirements for any type of
change required in the application getting packaged. 
 DR Call: Initiate DR Call in cases of P1 or an incident is raised with an impact on business, drive the call
with other stake holders and make sure the resolution is provided ASAP followed by RCA. 
ACCOMPLISHMENTS
Reduced the overall cost to the LOB by implementing ideas:-

7.  To reduce the issues reported during the first week of migrations concept of tip sheets was
implemented. The tip sheet consists of FAQ and also the know issues. The tip sheets are sent to the user
through email notifications. This helps them find resolution without raising an incident. This helped in
reducing the cost per incident. [Transition and Incident Management] 
 Established a positive environment amongst team members. 
 Provided suggestions & solutions to the Project Leaders in giving smooth migration steps, ‘First time
user setup’ Wizard was implemented
HTMT GLOBAL SOLUTIONS LOCATION: BANGALORE, INDIA
Duration: Jan 2007 – Oct 2007
Designations: Technical Support Executive
Role Overview:
 Troubleshoot the DSL connections of a VOIP company in United States of America, COVAD. Initially it
was B2B process where we used to troubleshoot the connections with the Technicians. 
 Work on the complaints of customers dealing with the problem in there DSL and provide resolution as
soon as possible. 
HOBBIES AND INTERESTS
 Listening to Music, playing guitar 
 Games – Basketball, Cricket, Football 
 Browsing sites on the internet, reading wiki 
 Photography, Driving, Travel and explore places. 
PERSONAL DOSSIER
Date of Birth 07 September
Nationality Indian
Mother Tongue Hindi
Languages Known English, Hindi, Punjabi, Kannada, Bengoli
Father’s Name Anil Kumar Sharma
Mother’s Name Anjana Koushish
Mobile No. +91 8390902505/9168693143
Residential Address #24, BANDAL CLASSIC, RIGHT BHUSARI COLONY, KOTHRUD, PUNE - 411038
I declare that the above information given by me in this resume is correct & true to my knowledge and
belief.
Signature
Place: Pune
Date:

8. (Ankkeet Koushesh)