SUMMARY

Master's in Business Administration with 9 years of qualitative experience in the area of ITIL Processand Service Managementtools consultingfor global organizations.I am a team player with excellent communication skills and have a proven track record in customer handling. I aspire to get into a leadership role in the area of IT Service Management consulting.

KEY SKILLS

• ITIL Process Consulting Incident, Problem, Change Service Request 6 year experience
• ITIL Process Consulting Configuration, Event and Capacity Management 4 year experience
• Functional consulting BMC Remedy, Service-Now, ADDM, BPPM 6 year experience
• ITSM Process Toolsdue-diligence and maturity assessment 3 year experience
• Drive Service Improvement initiatives 2 year experience

PROFESSIONAL SYNOPSIS

• Involved in processdue-diligence activities, ITIL based Process Maturity assessmentand Service Management tools assessment.
• Involved in Service Management Strategy formulation, Road-map definition, Project planning and execution of Process implementation projects
• Involved in Process definition and functional consulting of Incident, Problem, Change and Service Request Management onRemedy and HPSM for US and UK based clients
• Involved in process definition, functional consulting and end-to-end implementation of Configuration Management database CMDB on BMC Atrium using BMC ADDM and Blade logic as discovery data source
• Function asService ManagementArchitect andplayed pivotal role in defining complex integration solutions across BMC toolset namely, Remedy, Atriumand ADDM and third party applications
• Involved in Functional Consulting for infrastructure discovery tool BMC ADDM , played pivotal role in defining guidelines and best practices for speedy and accurate infrastructure discovery and application discovery configuration
• Played pivotal role indriving Service Improvement Initiatives using Problem Management, statistical quality controls and FMEA analysis for IT support operations
• Function as Project Manager for ITSM process implementation and Tools deployment BPPM, ADDM and Remedy

MAJOR PROJECTS UNDERTAKEN:

Confidential

IT Service Management

• Responsible forarticulatingimplementation and upgrade strategy for ITSM process and tools deployment for IT operations across 4 continents
• Jointly responsible for creating, reviewing and base lining detailed project plan for process implementation, Remedy upgrade and ADDM deployment
• As a Process lead, responsible for defining and implementing Incident, Problem, Service Request, Change and Configuration management processes. This includes, process definition, policy finalization, functional requirement gathering, coordinating tool configuration, testing, training, migration and user onboarding activities
• Responsible for establishingoperating modelfor SRcatalog managementfor introduction, maintenance and retirement of Service Requests as a part of steady state operations
• Responsible for establishing operating model for infrastructure and application discovery. This includes building process interface for making IT components discoverable, setting up discovery schedules and conceptualizing CMDB interface
• Jointly responsible for articulating support team structure for Incident, Change, Service Request and Configuration Management processes. This includes defining roles and responsibilities,job description, SLAs, and KPI reporting structure.
• Responsible for effectively coordinating activities between Process implementation team, Tools technical team and client stakeholders

Service Management

Confidential

• Function as a single-point-of-contact for ITSM Process and tools operational activities. This included interfacing with internal and external customers, identify issues and coordinate remedial activities to resolution
• Introduce Knowledge Management in the environment for all level 1 and level 2 infrastructure support groups using Right Answer and BMC Remedy
• Identify gaps in Event-Incident Management interface and initiate improvement initiatives
• Identify gaps in Configuration Management implementation and initiateimprovement activities via process restructuring, introducing organizational change to Configuration Management team and fine-tuning discovery activities and its integration to CMDB

Service Management Implementation

Confidential

• Responsible for process definition and functional requirement finalization for Incident, Change,Problem Management for BMC Remedy 7.6
• Jointly responsible for Incident and Change Management functional testing, UAT and other go-live activities like user training, Go-live communication and early life support
• Responsible for defining Configuration Management process and functional requirements for Atrium 7.6, deployment planning for ADDM 8.2.2, Testing, coordinating bug-fix, rollout and early life support

Service Management Implementation

Confidential

• Responsible for process definition, functional requirement finalization and release planning for Problem Management
• Involved in quantitative analysis to identify Service requests requirements, definition of process and finalization of functional requirements for Service Request management system in Remedy
• Responsible for creation of functional and technical requirements for 'CI-based' Change approval automation from a third party asset management system.
• Responsible for creation of integration architecture between Atrium 2.2, Blade logic 8.0, ADDM 8.2.2 and Application Portfolio management system for a federated CMDB
• Responsible for process definition of Asset and Configuration management process and functional requirements for Remedy Asset management, Atrium and ADDM
• Responsible for definition of business rules for Service Targets and subsequent rollout of SLA tracking module in Remedy

Confidential

Process Definition

• Discovery of existing Trouble to Resolve Process, Process Operatives and Systems used
• Involved in FMEA Analysis for existing Incident, Problem and Access Management processes
• Realignment of the existing process in accordance to ITIL best practices
• Currently supporting creation of low level design document for implementing Incident Management Process for multiple customers on a single HPSC instance on multi-tenancy capability
• Currently supporting creation of Data Model for system interaction with billing systems, network diagnostics, inventory systems and sequence diagrams

IT Asset-Leasing

Confidential

• Responsible for streamlining contract for 'title transfer of IT assets' to the funder for Network and Network Security equipment
• Responsible for interacting with Finance, IT Support and Legal to understand the requirements for tracking Asset-Leasing activities
• Responsible for definition of processes to track inventory ownership, financial charging and payment Receipt reconciliation
• Responsible for creating functional requirement specification to capture inventory, payment and tax details to develop a new system
• Jointly responsible for creation of a central co-ordination team to manage the inventory and Payment Receipt management within all the concerned parties of the contract

Process and Tool Assessment

Confidential

• Responsible for capturing 'AS-IS' Change and Configuration management processes.
• Responsible for conducting GAP analysis for BMC Remedy 6.3 Change and Configuration management
• Jointly responsible for performing a GAP Analysis with respect to CE parameters
• Jointly responsible for suggesting improvements in Change management process and Configuration Management tools

Confidential

Process Implementation

• Study the IT infrastructure setup and understanding Configuration Management process requirement
• Draft Configuration Management process and policy document
• Design CMDB data model elaborating all the CIs and attributes for servers, storage, network devices and Application
• Draft discovery, reconciliation and audit requirements for Remedy CMDB 2.1
• Identification of interface with Incident Management and Change Management Process
• Develop functional specifications for configuring the same on Atrium 2.0 and co-ordinate with the development team for the signed-off data model in Atrium
• Co-ordinate data validation and data base lining activates for non-discoverable attributes
• Develop test cases and co-ordinate End-user testing and obtaining a sign-off
• Prepare training material and co-ordinate support user training