Service Management

Jayanthi Arumugham

ITSM Business Analyst - Prabhav Services Inc

Ridgefield, CT

*****************.***@*****.*** - 203-***-****

I am currently working as Business Analyst with Prabhav Services Inc and having over 7 years of experience

in Technical support and Infrastructure services with ITIL methodology and excellent communication and

customer satisfaction skills.

As a ITIL V3 foundation certified analyst, I have worked with various clients from different geographical areas

which includes Pfizer Pharmaceuticals Inc, TCS Process excellence group, British Telecommunications plc,

Toyota Financial Services and Dell International Services.

WORK EXPERIENCE

ITSM Business Analyst

Prabhav Services Inc - Parsippany, NJ - April 2013 to Present

Role Description:

• Onsite/offshore model from project kickoff through implementation, involve in all phases of SDLC and post

production support

• Requirement gathering, analysis and prepare business requirement document (BRD), software design/

development document (SDD)

• Primary liaison for cross functional client contacts, incorporated requirements from multiple domains,

developed holistic technical specification documents

• Preparation and planning, Knowledge transfer, Prepared DOU (Document of understanding), Co-ordination

between offshore team and business, Verification of deployment through Monitoring and reporting

• Conduct JAD sessions and design sessions to develop comprehensive requirements in consensus with all the

teams involved in the project, test case writing, unit testing, integration testing, performance testing, regression

testing, smoke testing, Deployment and production support

• Develop Test Plans, Testing scope, Test strategy, Test-Case Designs and Test Scripting based on User

Needs, Specifications and Systems Needs documents

• Provide point of contact for process related questions or issues and facilitates. Attending the relevant

CAB meetings of the Infrastructure/application Support teams to understand the planned changes to the

infrastructure supporting the company's applications and monitoring high severity changes

• Conducted Gap analysis to estimate effort required in modification of existing architecture and development

of new system

Environment: MS Office, HP Quality Center, QTP, Active directory.

Previous Experience Summary

IT Analyst

Tata Consultancy Services - Chennai, Tamil Nadu - November 2011 to July 2012

Role Description:

• Update and maintain application such as tracking inventory, storing or retrieving data

• Analyze and review workflow diagram. Apply knowledge of computer capabilities, subject matter and symbolic

logic

• Provide feedback to increase operating efficiency or adapt to new requirements

• Created and standardized project related documents as per Pfizer standards that include SOPs, Job Aids,

Project Plan, Technical Designs, Functional Designs and Test Plans

• Upload the standardized documents to Pfizer knowledge repository and route them for review/approval

• Created sites, web part pages and modify content in SharePoint 2010 as requested by the respective team

• Performed Data Migration testing for IPRMv4 release using HP QC

• Was a part of the BT Quality and Compliance team to support the change management team by approving

any change requests, test reports, test plans and RFC's

• Created and maintained weekly and monthly utilization and efficiency report

• Primary liaison for cross functional client contacts, incorporated requirements from multiple domains,

developed holistic technical specification documents

• Attending the relevant CAB meetings of the Infrastructure/application Support teams to understand the

planned changes to the infrastructure supporting the company's applications and monitoring high severity

changes

• Conducted Gap analysis to estimate effort required in modification of existing architecture and development

of new system

Environment: MS Office, Share Point 2010, HTML 5, IPRM V4, PDOCS, GNOSIS, HP Quality Center.

IT Analyst

Tata Consultancy Services - Chennai, Tamil Nadu - July 2010 to March 2011

Role Description:

• Created Competency levels and associated training for service desk associates in TCS internal learning

website which includes communication, team skills, organizing & planning, customer orientation, problem

solving, Defect prevention and casual analysis, Customer Management, Occupational Health and Safety

(OHSAS 18001), IQMS

• Trained service desk associates in soft skills to improve their communication and customer handling skills

to achieve better customer satisfaction and fast resolution

• Audited service desk calls and provide feedback to the associates to achieve customer satisfaction

• Identify and assess complex IT risks and controls (BCP/DR), to relate them to the wider business environment

and to express opinions clearly to all levels

• Designed BCP/DR plans for projects to achieve business continuity under site, city or country outage

• Performed BCP drills in regular intervals to ensure the process is in place

• Evoked BCP set up when site or city outage occur to ensure business continuity

Environment: MS Office, Share Point, iCALMS, Knowmax, Service Center, HP Open view, Lotus notes.

Transition Lead/Team Lead

Tata Consultancy Services - September 2008 to June 2010

Role Description:

• Travelled onsite as part of transition team, Successful in transition of Voice Helpdesk from Siemens, Welling

borough, UK to TCS offshore location in Bangalore, India

• Transition Lead for Mobile support office, successful in offshore transition of the desk

• Role of Team Lead, Managing multiple desks (IS-Voice Helpdesk and Mobile Support Office)

• Managing 3rd party vendors, like Vodafone and Nationwide for Client IS Infrastructure services

• Was part of the Incident Management team, using the HP Open View tool, we worked on high-priority calls

logged by the helpdesk. I also liaised with Service Co-coordinators from the UK for chasing down high priority

incidents

• Supported preparation of monthly analytic dashboard briefs for executive IT management as well as provided

concise executive summaries and trend analysis

• Involve in identify opportunities for process improvement and implementation of solution via tools and process

updates

Environment: MS Office, Service Center, HP Open view, Remedy, IPMS, SOLNET, VCOL.

Senior Service Desk Analyst

Tata Consultancy Services - May 2007 to August 2008

Role Description:

• Coordinate activities between multiple support groups to ensure adherence to extant Service Level. Track

incidents escalated to others from Service Desk

• Provide management leadership and coordination for Incidents which involve large-scale or high-profile

Outages

• Provide an manage access using active directory

• Manage day to day functions to prevent problems and resulting incidents from happening, eliminate recurring

incidents and minimize the impact of incidents that cannot be prevented

• Responsible for managing day-to-day operations of the services offered. Created process and procedure

documents for the project

• Maintains inventory of problems under analysis, their current progress and status Monitor and follow-up on

outstanding problems and their status to ensure corrective measures are being taken to permanently fix the

problems

• Organized the CAB meeting on a weekly basis depending upon the type of change

• Provides training and mentoring for functional teams to ensure that process guidelines are understood and

followed

Environment: MS Office, Service Center, HP Open view, Lotus notes, Active Directory, Citrix.

Dispatcher/Sr Tech Support Analyst

Dell International Services - October 2005 to May 2007

Bengaluru, India October 2005 to May 2007

Project: Dell Dispatch Review Team

Project Role: Dispatcher/Sr Tech Support Analyst

Role Description:

• Team member of the phone support to troubleshoot any technical issues with all dell laptops, desktops,

Printers and routers which includes Dimension, OptiPlex, Inspirons, Latitudes and XPS systems)

• Resolved customer's queries as part of the first point of contact. Dispatched or replaced any faulty part to

fix the system issue

• Handled technical escalations for the team to improve customer experience

• Been a part of the dispatch review team responsible to review and dispatch to ensure correct part is replaced

to fix the system

• Handled training sessions for the new hires on warranty cost metrics and dispatch policies

• Mentored new hires and associates helping them to have their metrics in place which includes technical

training and call monitoring

• Analysis of weekly and monthly report to identify areas of improvement to achieve better customer satisfaction

and resolution

Environment: MS Office, DSN, Dell serve, Go to assist, Citrix.

EDUCATION

Bachelor of Engineering in Telecommunication

Vishweshwaraiah Technological University

2000 to 2004

SKILLS

Business Analyst, Documentation, Quality Center, HP Openview, QTP, Problem Management, Knowledge

Management, Change Management, Incident Management, Team Management, Project Management,

Transition Lead, Problem Solving

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