Process consultant/Analyst Resume

SUMMARY

An ITIL Intermediate certified, competent, multitasking, result - driven ICT professional with 7+ years of diversified experience in ITIL & eTOM processes, Service Delivery & Operations in Managed Service Environment
Project In-charge of sub-projects for end to end process implementation for all Managed Services Account under Transition & Transformation which included Organizational Alignment, Process & Tools Customization
Worked extensively on Business Requirements and their Elicitation, Mapping, Gap analysis, Risk analysis, Creation of Service Delivery Solution covering People, Process and Tools for the delivery of new business opportunities/off-shore Managed Services projects/Add on sales towards sales organizations and Market Units

TECHNICAL SKILLS

ITIL & eTOM Project Management Operations excellence
Presales Service Delivery Solution Operations Support Readiness
Team Management Process Management Service Operations & Strategy
Telecom Network Operations Management
Expertise in process analysis and Improvement
Assistance at conducting Quality Assurance audits and reviews
Ability to build relationships and work across matrix teams, building consensus for review sessions, sign off for the final process documentation with effective dealing skills with all levels within the organization including C-level Management
Efficiently manage multiple, overlapping projects and deadlines, coordinate the flow of information from various department contributors to ensure adherence to deadlines
Excellent documentation skills including high functioning use of MS Word, Excel, PowerPoint and Visio
Excellent interpersonal skills with excellent problem solving and analytical abilities

PROFESSIONAL EXPERIENCE

Confidential

Network Operations Management

Responsibilities:

Expertise in process analysis and Improvement
Assistance at conducting Quality Assurance audits and reviews
Ability to build relationships and work across matrix teams, building consensus for review sessions, sign off for the final process documentation with effective dealing skills with all levels within the organization including C-level Management
Efficiently manage multiple, overlapping projects and deadlines, coordinate the flow of information from various department contributors to ensure adherence to deadlines
Excellent documentation skills including high functioning use of MS Word, Excel, PowerPoint and Visio
Excellent interpersonal skills with excellent problem solving and analytical abilities

PROFESSIONAL EXPERIENCE

Confidential

Process consultant/Analyst

Key Responsibilities:

Interacting closely with the various business and functional units to assess and analyze the current processes
Leading & facilitating in discovery and requirement workshops with the customer to identify improvement areas
Create a detailed work plan which identifies and sequences the activities needed to successfully implement the process
Develop, agree and implement Working Level Agreements (WLA) for all requiredInterfaces with the customer & 3PP
Process Analysis to identify gaps and assessing the impact of improvement on current operations
Creation of process manuals with detailed process flows, critical success factors, collection of use cases and documentation of multiple models to support IT processes
Project Management Support for planning, cost solution in response to business requirements
Delivered process training (live on-site, live remote via Webex) both internally and to customers.
Develop and define metrics (KPIs) based on business strategy outlined by senior management, to measure the effectiveness of each implanted process
Ensuring process adherence and continuous improvement of the operations through monitoring and tracking
MOBILE Malaysia, AXIS Indonesia, Telenor Myanmar, Vodafone Italy, Slovak Telecom, Ericsson Broadcast Services UK(Multi customer), Ericsson US Cloud Services(Multi customer), Warid Pakistan, Bharti Airtel

Confidential

NOC Engineer

Key Responsibilities

Managed Service Hosting (content hosting) of VAS nodes for PRBT (Personalized Ring Back Tone) for Reliance Telecom Limited (RTL) using Solaris Platform, BSNL and MTN (Sri Lanka) using ER(Ericsson Remedy) and HP OVO
Performance reporting related to Network Traffic for better performance
Responsible for the complete process adherence and handling of problems according to SLAs/OLAs/WLAs
Ensures that necessary reports (e.g. RCA, reviewed Major Incident, etc.) are delivered
Ensures quality of Known Error record and the Knowledge Database Configuring and updating IVR contents regularly for all the regions based on the content changes.
Improve monitoring of servers by scheduling of Automatic and repetitive Jobs using commands, and Shell Scripts with crontab

Confidential

Internship

Responsibilities:

The Project involved the study of the organizational structure & facilities and to check its preparedness for ISMS implementation
To formulate IT security Policies as per ISO 27001 & ISO 27002 and ensure th compliances