SUMMARY:

• I’m ready for a challenging and responsible position in an organization where my skills and abilities will greatly enhance the company’s success as well as provide for my own personal growth.
• Self - driven, goal oriented and able to take full responsibility for actions
• Highly motivated, resourceful and able to work independently with limited guidance and direction
• Experienced and highly capable communicator in all formats to all levels of the organization
• Demonstrates initiative and exercises good judgment in managing complex situations
• Deepa blanc
• Responsible helping to develop appropriate ITIL based policies and processes for Incident, Problem and Change Management.
• Managed all Incident, Problem and Change activity reporting as well as ad-hoc reports as required

PROFESSIONAL EXPERIENCE:

Confidential

ITIL COORDINATOR

Responsibilities:

• Responsible for assisting in the development of appropriate ITIL based policies and processes for Incident, Problem and Change Management.
• In conjunction with the Director of Production Operations, assisted in the design and implementation of policies based on ITIL best practices while reducing the overall impact to the affected teams.
• Ensured required teams are trained on process, procedures and tools required to follow appropriate policies.
• In conjunction with the NOC Lead, assisted in developing a QA process to ensure proper Incident Management and Problem Management processes are followed.
• As part of Problem Management oversight, ensured appropriate Root Cause Analysis activities are scheduled, conducted, and all action items are tracked to completion.
• Managed the IT Change Management process to include facilitating regular CAB meetings, ensured teams are adhering to appropriate processes and provided guidance and training on procedures where required.
• Assisted the NOC Lead with developing and maintaining a Documentation Library for the NOC and other IT departments.
• Communicated changes for visibility to executive management.
• Identified, documented, and reviewed opportunities for team improvement in standards to gain cost effectiveness and efficiency.
• Performed analysis of quality audits, analyzed results and developed process improvements to maintain quality deliverables.
• Planned and facilitated Forward Schedule of Change meetings to ensure all major upcoming releases are planned and scheduled appropriately to assist in determination of priority and timing to eliminate scheduling conflicts.
• Created a structured change management implementation strategy to provide consistency in adopting change for every member, project team and department.
• Identified the common and potential points of resistance to change during implementation of new Change Management policies. Developed counter strategies to reduce resistance and address the concerns surrounding the new processes to foster a positive acceptance.
• Coordinated with customers and other stakeholders to obtain required information and facilitate request for change processing.
• Identification and assessment of potential impacts change may have on the organization and prioritizing accordingly;
• Developed and executed training for Change and Problem management as required.
• Reviewed critical performance measurements and trend analysis for operational impact and improvement opportunities.
• Established and maintained appropriate cross-functional governance structures to enable effective decision making;
• Applied continual improvement and communicated lessons learned to further improvements in policies, processes, and procedures.
• Maintained change log, change schedule, history, and documentation for all changes utilizing authorized tracking and documentation tools.

Control Desk Analyst

Confidential, Orlando, Florida

Responsibilities:

• Acted as a focal point for process.
• Communicated with clients, service providers, and management.
• Provided first level technical support to the Agents on the call floor.
• Followed defined escalation path when needed.
• Created Market Source Program using CITADEL.
• Created events for different marketing offers using WinScp.
• Generated reports using SQL.
• Analyzed call center trends, including call volume, call patterns, staff productivity, and resource allocation.
• Conducted call pattern forecasting and scheduled planning to help meet business unit objectives.
• Planned and distributed daily work schedules for agents and provided historical adherence reports to management.
• Continually improved forecasting and scheduling predictions across all contact channels.
• Developed special forecasts to assist in creating project staffing plans and ongoing plans.
• Monitored real-time queue and adherence reports to ensure service level and response time objectives were met and oversaw real-time escalation plans.
• Monitored intraday performance of call volume and staffing levels across multiple locations to ensure ongoing service performance was maintained.
• Identified and responded to changes in staffing levels by adjusting schedules, canceling offline activates, posting extra hours and other supervisory requirements as required.
• Provided feedback, analyzed, and reported on relevant trends including call performance statistics, call arrival patterns, staff productivity, attrition rates and resource allocation.
• Supported production as needed during special contest promotions.
• Facilitated communication between managers on duty and managers calling in for updates.
• Made changes on agent split/skills and services as directed by upper management.
• Loaded all outbound files daily through the dialer for all Departments.
• Responsible for nightly removal of all files that were loaded that day to enable loading of the next days’ files.
• Created new files to be worked for the outbound teams.

Infrastructure Analyst

Confidential

Responsibilities:

• Overall ownership of Incident Management - Global support.
• Managed and assisted the team to drive the Critical Incidents as per the SLA.
• Governing body in between the on boarded supplier and manage the complete life cycle of the incident.
• Defined Project Scope after series of discussion with the client.
• Handled outage and escalation in case of any Critical incident
• Generated management reports related to Incident management process.
• Acted as a governing body for all technical, management and Command Center teams.
• Coordination & to guide field Engineers in case of N/W failure & replacement of faulty Hardware.
• Handling major incidents by doing the necessary escalations and notifying management in a timely manner.
• Chaired the bridges between different support partners.
• Carried out activities possessing a thorough knowledge in software applications, hardware and networking for an uninterrupted flow in the operational process.
• Notification sent on regular bases informing about the Outages and Maintenance to the employees worldwide.
• Coordinated day - to - day execution of Problem Management.
• Created, analyzed and distributed Problem Management reports.
• Ensured post - review of priority 1 problems.
• Followed defined escalation path when needed, as defined in the escalation policy·
• Notified the participants in the Problem Management process when standards and procedures are not being followed.
• Managed all problem templates and reports.
• Ensured that each problem is assigned an owner and is responded to within the appropriate time frame, based on contractual policy/service level agreement.
• Identified problems, which needed special attention or escalation.
• Ensured process/service issues are being worked on to root cause.
• Resolved disputes over the allocation of responsibilities and to sponsored the communication campaign to promote awareness and acceptance of the Change Management process.
• Monitored and reviewed the execution of the process at a high-level, ensured it remained consistent with the organization’s culture and ITSM strategy and ensured coordination with all other ITSM and IT Infrastructure Management processes.
• Acted as a single point of contact for the stakeholders for any Changes.
• Collaborated with senior management on client account management and growth
• Managing/Coordinating RFC’s
• Pulled in additional resources when needed e.g. specialist teams or people for specific issues / opportunities
• Communicated across organizational boundaries - from engineers through to senior managers
• Managed third party responsibilities, including building reports.
• Worked with the client and operations teams to identify and manage service improvement activities along with operational managers and technical leads, accountable for and contributed to the overall performance of the managed services division.
• Followed hardware and software best practices as defined by the Managed Services management which includes Incident/change/problem.