Change/Incident Manager
Resume:
Bhavani Ranganath
#** ** *****, ********** ****** road, Banashankari 3rd stage, Bangalore-560085
***********@*****.*** Cell: +91-869******* http://in.linkedin.com/in/bhavaniranganath
Areas of Experience:
2.9 YEARS OF EXPERIENCE IN IT SERVICE MANAGEMENT, ITIL IMPLEMENTATION, SERVICE
DESK OPERATIONS AND QUALITY ASSURANCE.
DESK
EDUCATION:
Diploma in Engineering – Electronics & Communications
Pavan Polytechnic Collage, Kolar – Karnataka State Board of Technical Education.
TECHNICAL CERTIFICATIONS :
TECHNICAL
ITIL V3 FOUNDATION CERTIFIED
•
MICROSOFT CERTIFIED PROFESSIONAL – MCP ID 5998252
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MASTER IN NETWORKING ADMINISTRATION FROM JETKING
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INTERNALLY TRAINED IN LEAN AND SIX SIGMA CONCEPTS IN QUALITY MANAGEMENT.
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PROFESSIONAL EXPERIENCE:
IBM PVT. LTD, BANGALORE – SENIOR OPERATIONS PROFESSIONAL, JANUARY 2012 TO
•
DECEMBER 2012.
DECEMBER
SAFRAN AEROSPACE CLIENT, BANGALORE – QUALITY ASSURANCE, SEPTEMBER 2011 TO
•
DECEMBER 2011.
DECEMBER
IBM PVT. LTD, CLIENT, BANGALORE – SYSTEM ENGINEER – OPERATIONS, MAY 2010 TO
•
SEPTEMBER 2011.
SEPTEMBER
CAREER RESPONSIBILITIES:
CAREER
AS A WORKLOAD MANAGER RESPONSIBLE FOR LEADING A 20 MEMBER WINDOWS L2
AS WORKLOAD
•
AND L3 SUPPORT TEAM 17 UK ACCOUNTS.
AND
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Responsible for monitoring and maintaining SLA’s. Following up with team members to have them
resolved within the assigned SLA.
•
Was responsible for handling Change Requests via an internal Change Management tool. Ensuring
follow up with concerned team members to have the requests processed.
•
Responsible for publishing weekly workload tracker.
•
Attending various CAB calls and other review meetings.
•
Updating and refining the change management workplan on an ongoing basis.
Technical Expertise:
Operating Systems / Supported Tools
Windows, Excel, Tools like Impact, Maximo, ManageNow etc.
Operating Systems:
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L2 Level working expertise in multiple OS platforms like Windows
•
L1 level expertise in tools support for cloud computing infrastructure.
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Management of Disks, File Systems & Paging Space.
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Managing Services and Subsystems, Resource Monitoring & Control.
Non-technical Expertise:
Quality & Workload management:
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Exposure to workload and workforce management concepts.
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Skilled in ITIL concepts and internally trained in ITIL practices (Incident, Change etc.).
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Trained in Six sigma concepts and practices.
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Exposure to workforce management practices like shift leading, resource availability and Business
continuity planning.
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Exposure to quality concepts like Defect Prevention Process, variance analysis and Process behavior
analysis
Reporting and Documentation:
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Expertise in MS Office documentation tools like Word, Excel and power point.
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Exposure to handling various reports required for verticals in IBM management and IBM end user
which include understanding Process behavior, ticket inflow etc.
Personal Details:
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Date of Birth : 9th September 1986
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Gender : Female
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Passport Number : K2622179 – Validity – February 2022
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Marital Status : Single
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Languages Known : English, Kannadas, Telugu and Hindi.
Date: May 2013
Place: Bangalore, India Bhavani Ranganath
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