SUMMARY OF QUALIFICATION

ITSM Professional, with nearly 6.7 years of experience in the IT Services Industry (Remote Infrastructure Management). Expertise in End-to- End process and operational management, Diverse experience in collaborating with global service partners and in driving productivity, quality and cost improvements across verticals. Proven ability in successfully leading cross-functional project teams. Sound functional experience in usage of advanced statistical techniques Professional Specialist includes:

Core Competencies:

IT Consulting:

• Worked on the implementation of IBM"s own IT Governance framework called GDF(Global Delivery Framework) designed through a combination of the good practices of ITIL, Lean & Six Sigma
• Successful implementation of GDF across 55+ accounts supporting end to end messaging collaborations
• Successfully designed and implemented many ITIL process areas for improvements.
• Successful implementation of Service improvement in Incident/Problem/Change/Capacity management (Saving 30+ FTE cost)
• Assisted the successful implementation of ISO 20000 standard across 6 verticals with 4000+ FTEs

IT Process & Operations Management:

• Performing SME for Incident, Problem, Change & Release management process areas.
• Review the entire process documents and update with the current status.
• Perform gap analysis within the competency to improve the delivery services
• Assist and run the Service improvement plan across account and ensure the 100 % outcome results
• Assist business in transition of accounts from design state to transition then to operations state. Successfully kicked-off 8 + accounts

Quality Management:

• Develop process documents for Incident, Problem, Change & Release management processes
• Review and action on the Metrics to manage Incident, Change& Problem management processes
• Perform Trend Analysis, Pareto and many quality techniques to analyse the ticket flow.
• Ensured 100% first-pass success in Global Delivery Framework (GDF) COE audits
• Assisted and developed many automation tool, Helps in cost saving

Significant Professional Highlights (Achivements):

• Developed a database that streamlined the process to increase the quota size for IBM APAC users, and resulted in improving the turnaround time from 48 hours to 2 hours.
• Implemented Defect Prevention Process (Problem management Process) within the Pools which reduced 12 % of incidents.
• Pioneered the development and implementation of a first-in-class 'Compact DB' application in an account. The tool facilitated the reduction of 40% of ticketed work load (3+ FTE savings).
• Have trained more than 100 professionals on ITIL V2.0 & 3.0 Foundation.
• Implemented a script to deleted dead mails automatically helped saving of 2 hours per day.
• Automated daily tasks for Boots and ACI accounts, resulting in productivity savings of 1.3 FTE
• Consult customers on process, tools and technologies improvement plans through Service Improvement plans. Perform Post selling
• Developed a script to identify false alert which reduced 800 -1000 alerts in a month, Saving 1 FTE

PROFESSIONAL EXPERIENCE

IT Consultant (Change & Release Management) & Global Process Owner

• Responsible for end to end release management process for applications instance.
• Define Process Maturity assessment and gap analysis for ITIL processes and identifying Improvements in the processes
• Establish and approve the service improvement plan in the account, Ensures for successful implementation.
• Involved and practice in resource and capability planning for transition phase.
• Develops and implements key performance indicators to assess current performance and identify areas of weakness

• Established continuous improvement program across service line including operations, administration and client services
• Work closely with support teams to ensure the transformation gets done effectively and on time
• Interact with the customer when necessary to work their touch points into the new processes
• Develop deep level process (L3 & L4 process documentation) instructions specific to the customer
• Identifying areas requiring improvement with the Process, Quality and invoking another process as required
• Conducting technical and process training for new folks. And refresher training for existing folks whenever required

Quality Analyst - Managed 9 + accounts for Messaging service line across globally.

• Performed compliance audits and maintained accurate records.
• Assisted process quality in terms of development and quality control plans.
• Developed and provided data and quality review to senior management team.
• Ensure transfer of best practices shared across accounts within the service line.

Remote Support Specialist

• Handled end to end level one(1) support for all IBM internal applications
• Providing real time solutions on technical issues for IBM internal employees
• Responsibility to achieve 100 % CSAT score

• Trouble shooting the user quires related to broadband service
• Complete support given to the customers about the product

• Promoting Special offers for existing customers
• Helping the customer to renew their phone service

SIGNIFICANT PROFESSIONAL CERTIFICATIONS

ITIL V3 Expert, ITIL V2 Service Manager, ITIL V3 Foundation, Trained ISO 20000:9001 Lead Auditor Certified Lotus Professional (CLS) in Lotus 7

EDUCATIONAL QUALIFICATIONS Bachelor in Computer Application Diploma in Electronic and Communication engineering

Achievements and Awards

• Received 3 consecutive Star of the Month award for Achieving highest CSAT Score
• Received BRAVO Award for Q4 2008 in IBM.
• Received BRAVO Award for Q1 2009 in IBM