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It Consultant Resume


ITSM Professional, with nearly 6.7 years of experience in the IT Services Industry (Remote Infrastructure Management). Expertise in End-to- End process and operational management, Diverse experience in collaborating with global service partners and in driving productivity, quality and cost improvements across verticals. Proven ability in successfully leading cross-functional project teams. Sound functional experience in usage of advanced statistical techniques Professional Specialist includes:

Process Design/Re-engineering (4 Yrs)

Quality & Compliance (3 Yrs)

ISO Standards (1 Yr)

Operational Management (3 Yrs)

Continual Improvement (2 Yrs)

Project Management (1 Yr)

Transition Engagement (1 Yr)

Training & Development (2 Yrs)

Business Analytics (1 Yr)

Vendor Management (2 yrs)

Client Support (3 Yrs)

Performance Metrics & Benchmarking (1 Yr)

Core Competencies:

IT Consulting:

  • Worked on the implementation of IBM"s own IT Governance framework called GDF(Global Delivery Framework) designed through a combination of the good practices of ITIL, Lean & Six Sigma
  • Successful implementation of GDF across 55+ accounts supporting end to end messaging collaborations
  • Successfully designed and implemented many ITIL process areas for improvements.
  • Successful implementation of Service improvement in Incident/Problem/Change/Capacity management (Saving 30+ FTE cost)
  • Assisted the successful implementation of ISO 20000 standard across 6 verticals with 4000+ FTEs

IT Process & Operations Management:

  • Performing SME for Incident, Problem, Change & Release management process areas.
  • Review the entire process documents and update with the current status.
  • Perform gap analysis within the competency to improve the delivery services
  • Assist and run the Service improvement plan across account and ensure the 100 % outcome results
  • Assist business in transition of accounts from design state to transition then to operations state. Successfully kicked-off 8 + accounts

Quality Management:

  • Develop process documents for Incident, Problem, Change & Release management processes
  • Review and action on the Metrics to manage Incident, Change& Problem management processes
  • Perform Trend Analysis, Pareto and many quality techniques to analyse the ticket flow.
  • Ensured 100% first-pass success in Global Delivery Framework (GDF) COE audits
  • Assisted and developed many automation tool, Helps in cost saving

Significant Professional Highlights (Achivements):

  • Developed a database that streamlined the process to increase the quota size for IBM APAC users, and resulted in improving the turnaround time from 48 hours to 2 hours.
  • Implemented Defect Prevention Process (Problem management Process) within the Pools which reduced 12 % of incidents.
  • Pioneered the development and implementation of a first-in-class 'Compact DB' application in an account. The tool facilitated the reduction of 40% of ticketed work load (3+ FTE savings).
  • Have trained more than 100 professionals on ITIL V2.0 & 3.0 Foundation.
  • Implemented a script to deleted dead mails automatically helped saving of 2 hours per day.
  • Automated daily tasks for Boots and ACI accounts, resulting in productivity savings of 1.3 FTE
  • Consult customers on process, tools and technologies improvement plans through Service Improvement plans. Perform Post selling
  • Developed a script to identify false alert which reduced 800 -1000 alerts in a month, Saving 1 FTE


Organization: Confidential - 9 + Months

Apr"11 to Present

IT Consultant (Change & Release Management) & Global Process Owner

  • Responsible for end to end release management process for applications instance.
  • Define Process Maturity assessment and gap analysis for ITIL processes and identifying Improvements in the processes
  • Establish and approve the service improvement plan in the account, Ensures for successful implementation.
  • Involved and practice in resource and capability planning for transition phase.
  • Develops and implements key performance indicators to assess current performance and identify areas of weakness

Organization: Confidential - 4 Years & 8 Months

Aug"06 to Mar"11

IT Process & Operations Lead - Managed 25 + accounts and 40+ people operationally for Messaging service line across globally.

  • Established continuous improvement program across service line including operations, administration and client services
  • Work closely with support teams to ensure the transformation gets done effectively and on time
  • Interact with the customer when necessary to work their touch points into the new processes
  • Develop deep level process (L3 & L4 process documentation) instructions specific to the customer
  • Identifying areas requiring improvement with the Process, Quality and invoking another process as required
  • Conducting technical and process training for new folks. And refresher training for existing folks whenever required

Quality Analyst - Managed 9 + accounts for Messaging service line across globally.

  • Performed compliance audits and maintained accurate records.
  • Assisted process quality in terms of development and quality control plans.
  • Developed and provided data and quality review to senior management team.
  • Ensure transfer of best practices shared across accounts within the service line.

Remote Support Specialist

  • Handled end to end level one(1) support for all IBM internal applications
  • Providing real time solutions on technical issues for IBM internal employees
  • Responsibility to achieve 100 % CSAT score

Organization: Confidential - 8 Months

Dec"05 to Aug"06

Customer Support Executive

  • Trouble shooting the user quires related to broadband service
  • Complete support given to the customers about the product

Organization: Confidential - 6 Months

May"05 to Dec"05

Tele-Caller Executive

  • Promoting Special offers for existing customers
  • Helping the customer to renew their phone service


ITIL V3 Expert, ITIL V2 Service Manager, ITIL V3 Foundation, Trained ISO 20000:9001 Lead Auditor Certified Lotus Professional (CLS) in Lotus 7

EDUCATIONAL QUALIFICATIONS Bachelor in Computer Application Diploma in Electronic and Communication engineering

Achievements and Awards

  • Received 3 consecutive Star of the Month award for Achieving highest CSAT Score
  • Received BRAVO Award for Q4 2008 in IBM.
  • Received BRAVO Award for Q1 2009 in IBM

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