SUMMARY:

• Around 10 years of experience working with cross - functional teams and staff of all levels including managed service providers.
• Around 7 years of experience in creation and coordination of Service Management processes and ensure that the process activities and procedures are being successfully carried out.
• Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats
• Define project requirements by identifying project milestones, phases and elements; forming project team; establishing project guidelines.
• Convert business requirements to technical solutions and prepare Visio models for technical solutions for better understanding
• Evaluate business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions
• Conducting meetings and presentations to share ideas and findings
• Leading ongoing reviews of business processes and developing optimization Strategies
• Perform business process consultation and translate business needs into functional requirements
• Conduct stakeholder interviews and facilitate process redesign workshops to elicit process requirements, business requirements and pain points. Manage stakeholder expectations, maintaining focus on overall deliverables
• Derive Organizational Change Management and Closed loop change management

KEY COMPETENCIES:

• Drives ITSM process definition, re-engineering, improvement and gap analysis of current/to-be processes
• Process Design/Mapping by using BPMN (Business Process Modelling Notation)
• Confidential business analysis, implementation and development experience across the Confidential Platform
• Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risk
• Managing and communicating ITSM process and business requirements ensuring that the proposed solutions meet the customer's expectations.
• Provide guidance and deliver successful implementation of the to/be processes in partnership with other members of the project team

PROFESSIONAL EXPERIENCE:

Confidential

Business Process Consultant

Responsibilities:

• Supports ITSM process and service implementation for designated ITSM initiatives by documenting process and service requirements and acceptance criteria from process owners and key stakeholders
• Promotes adherence to ITSM policies and procedures
• Process Flow design by BPMN methodologies
• Drives the execution of multiple work streams by identifying customer and operational needs
• Developing and updating new procedures and policies using BPMN
• Translating business strategy into actionable business requirements
• Obtaining and distributing resources, setting standards and measuring progress
• Managed and reported on project timelines, deliverables and budgets
• Participated in continuous process improvement in all areas of IT Enterprise Infrastructure
• Monitored & Implemented Asset and Configuration Management processes and data, participated in process audits, interpret the findings, and participate in appropriate action plans

Confidential, Pleasanton, CA

Service Delivery Manager

Responsibilities:

• Service Desk Transition
• Collaborates with IT functions to assist in the development and implementation of performance metrics and measurement tools
• Supported ITSM process and/or service improvement efforts for designated initiatives by participating in the development, documentation, maintenance, and auditing of ITSM processes, procedures, and workflow
• Collaborates with cross-functional stakeholders (for example, service and process managers) to support alignment, synergy, and application of processes and/or services and procedures
• Service Improvement Plans
• Client Handling
• Client Meeting
• Defined SLA’s and KPI’s
• Daily Operations

Confidential, Louisville, Kentucky

Service Manager

Responsibilities:

• Volumetric Data updating according to Agreed SLA
• Server Availabilities
• Patch Management on Servers
• Incident Management
• Change Management
• Knowledge Management
• Problem Management
• Configuration Management
• Release Management
• Service Management
• IT Governance Model (Directing, Controlling, Executing, Communicating and Guiding Principals)
• Specify Decision Making Authority and Accountability
• Provide an ITIL framework to align IT decisions to the Business Mission, Strategy and Organization Culture
• Process Control
• Points of Control,

Hardware: Lenovo and Dell Power Edge Servers

Special Software: SCSM and SCOM

Confidential

System Engineer

Responsibilities:

• Check for SLA, AHT
• Meeting handling
• Remedy support
• Driving the efficiency and effectiveness of the incident management process
• Producing management information, including KPIs and reports. Monitoring the effectiveness of incident management and making recommendations for improvement
• Developing and maintaining the incident management system
• Driving, developing, managing and maintaining the major incident process and associated procedures
• Reviewing and auditing the process
• Ensuring that all IT teams follow the incident management process for every incident
• Check the priorities for all the tickets and assigned accordingly
• Check for FCR, SLA and AHT.

Software: MS Office. MS Project

Confidential, Indiana

Incident management

Responsibilities:

• Driving the efficiency and effectiveness of the incident management process
• Producing management information, including KPIs and reports. Monitoring the effectiveness of incident management and making recommendations for improvement
• Developing and maintaining the incident management system
• Driving, developing, managing and maintaining the major incident process and associated procedures
• Reviewing and auditing the process
• Ensuring that all IT teams follow the incident management process for every incident

Software: MS Office. MS Project

Confidential, Indiana

Network / System Administrator

Responsibilities:

• Understanding the Client Network Infrastructure
• Information gathering of Data Centers, Servers, and Network Devices etc. placed in various offices of client across the globe.
• Preparing various kinds of reports to analyze the current network infrastructure of the client.
• Study of various tools used in client environment.
• Conducting trainings on tools and technology used in client’s environment

Software: HP, Dell and Lenovo Desktops and Laptops

Confidential

Senior Analyst

Responsibilities:

• Global Account Management. (GAM)
• Managing Active Directory for client Reader’s Digest in a multi-domain environment.
• Active part of weekly client meeting.
• Creating User ID’s using Active Directory & Lotus Notes
• Worked on Remedy 7.0 for Incident management.
• Taking regular backup of server / database information & planning efficient storage.
• Troubleshooting problems pertaining to Performance Tuning, Network Administration, Application Conflicts and System Bugs & of Windows Client and Server Operating systems (2000, 2003, XP, Vista,7).
• Preparing the various reports like Windows Hardening & VA Closure report, MP3 Reports, Admin Password Change Reports.
• Managing User and Computer Accounts in Active Directory
• Handling of McAfee DES Console.
• Backup Client data on Mozy Server
• Restore data
• Team meeting

Hardware: Confidential Laptop

Special Software: NA

Confidential

Senior Technical Support Officer

Responsibilities:

• Worked as a Team Subject Matter Expert, where I used to handle the team escalations & doing root cause analysis for recurring issues.
• Account Management: Active Directory
• Operating Systems: Windows XP, 2003, Vista and Windows
• Tools: REMEDY, MS Outlook, Lotus Notes, SCSM
• Remote user assistance,
• Incident Aging
• Support IPAD and IPHONE
• Team meeting
• Update all updated documents
• Check the priorities for all the tickets and assigned accordingly
• Check for FCR, SLA and AHT

Hardware: Desktop & Laptop hardware of Dell, Lenovo & IBM.

Confidential

Technical Trainer

Responsibilities:

• Worked on C, C++
• Created a project related to Visual Basic
• Joined the meeting to improve the overall structure of the institute
• Worked on Oracle, SQL Database
• Participated in organizing different seminar

Hardware: NA

Confidential

Technical Trainer

Responsibilities:

• Worked on C, C++
• Created a project related to Visual Basic
• Joined the meeting to improve the overall structure of the institute
• Worked on Oracle, SQLdatabase
• Participated in organizing different seminar