SUMMARY:

• A highly motivated and result driven professional with over 6 years of combined IT experience in Problem and Confidential Targeting a challenging position as ITSM Analyst/Change/Problem/Business Analyst.
• Extensive experience In Incident, Problem and Confidential and Testing Concepts
• ITIL Foundations certified V2 and V3.
• Proficient in analyzing and translating business requirements to functional and technical requirements.
• Proficient in usage of various Service Management tools like Remedy, HP OVSD, Siebel.
• Proficient in chairing CAB meetings and conducting PIR meetings with various stake holders.
• Excellent data analysis skills.
• Proficient in Business Continuity Programs, functioned as Business Continuity Champ. Knowledge of ISO 20k.
• Experience in leading and managing teams.
• Handled Multiple roles - Change and Problem Management Coordinator, Change Supervisor, Change Manager, Project co ordinator, reporting analyst.
• Good Communication skills, interpersonal skills, self motivated, quick learner and team player

TECHNICAL SKILLS:

ITSM Tools: Remedy, HP OVSD, Siebel, Business Objects, HP Quality Centre, MS Office, Visio, Nimbus.

PROFESSIONAL EXPERIENCE:

Confidential

Analytical Research Specialist

Responsibilities:

• Working with the different divisions within the graduate student office (recruitment, marketing, grad student advisors, deans office) in designing the reporting system, cleaning data discrepancy;
• Analyzing current trend to aid the graduate student office to chalk out strategic decision.

Tools: MS Excel, Power Point, MS Access

Confidential

Process Management - Managed Services

Responsibilities:

• Functioned as the Change and Process Manager for the CMS process in France- Pilot Project
• Defined the CMS Confidential Process in coordination with external consultant.
• Functioned as process owner during a tool migration project- worked extensively with business analysts and higher management.
• Training and hand holding engineers and service desk agents in raising change tickets.
• Handling managed services change request, approving, rejecting, resolving conflicts
• Quality check of service request raised.
• Conducting Process Compliance Audits
• Lessons learnt and process improvements.
• Successfully designed and implemented the quality audit system, resulting in 20% reduction in customer escalations due to human error and process non compliance. This resulted in a proactive approach towards escalations rather than reactive approach. Awarded the Confidential Shine Star Award for the same
• Outage Management Project-Led the outage management project that resulted in 30% reduction in incident reported by customers .Analysis of customer complaints led to findings that 30% of the incidents report are caused by changes taking place where customers have not been informed. Further analysis reveled that this was due to an error in the tool where the customer’s circuits were updated as decommissioned when infact they were live. Liased with the application support team, data management teams, the database owners. This error correction has now resulted in reduced customer complaints. Awarded the Confidential Shine Star for this achievement.
• Data Quality Project(s): As a part of the data quality project I am responsible for coordinating with the data quality team in updating, correcting our databases. This primarily involves acting on the Root cause analysis report as providing by the problem management team. This requires constant coordinating with the Release and Build team, The Problem Management team and the database owners- XNG,OHS,CEOS, Remedy and running short term and long term projects as applicable

Confidential

Responsibilities:

• Responsible for planning, scheduling and approving change request that may impact colt’s customers or may impact Confidential internal services
• Impact analysis of the change ticket
• Coordinating with cross functional team in understanding the impact of the change request
• Notifying customers of maintenance work on the cables that may affect their business. This also involves negotiation on the outage times and coordinating with different customers/suppliers and Service delivery managers
• Responsible for resolving conflicts related to change request that may impact multiple customers
• Chairing CAB and PIR meetings
• Remedy testing
• Documentation: Created the Work Instructions for the Telco Confidential process and the internal IT process. Responsible for updating on regularly basis.

Confidential

Process Co-coordinator

Responsibilities:

• Raising Request for Change in the ITSM tool, informing the affected groups about the change seeking approval from them.
• Processing change request and ensuring that all the processes and data requirements are in place to process the change. Quality Analysis of the change
• Approving the changes, after discussion with the Service Delivery Manger.
• Following up with the global technical team for approval
• Co-coordinating CAB meeting to discuss the changes to be implemented.
• Ensuring that standardized methods and procedures are used for efficient handling of all Changes.
• Monitor the progress of change
• Once implemented, updating the change results in the tool and keeping a record of the change for further reference.
• Preparation of Trend Analysis Report.
• Interaction with extended teams for the data for the production of reports.
• Updating and maintaining report creation procedures and other relevant documents.
• Functioned as a team SPOC, reporting issues and challenges faced by the team to the Manager
• Imparting Process related Training to new team members, monitoring their progress and performance.

Confidential

Senior Consultant

Responsibilities:

• Handling large volume of incoming calls; providing technical assistance for Confidential users on Windows and Mac platform.
• Solving issues in the minimum possible time frame and handling escalations.
• Follow ups to check resolution.
• Generating, weekly and monthly team performance reports

Confidential

Technical Consultant

Responsibilities:

• Providing legendary technical service.
• Handling escalation calls for the team.
• Organize skill transfers for new consultants to build up speed and effectiveness.
• Updating existing customers on the new product developments.
• Was responsible for the Call back team for handling second level support.