Divya Bathula

Fremont, CA, United States

Mobile: 510-***-****, email: ac0ywj@r.postjobfree.com

Professional Summary:

An aspiring and hopeful Engineer with more than 3 years of hands on involvement in the IT business required in giving ITIL and IT Service Management Solutions in IT Infrastructure with skill in the ITSM suite (Service-Now).

Solid working knowledge on various modules of ServiceNow.

Experience on HPSM, Active Directory, Microsoft Server, LogMeIn

Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.

ITIL v3 Foundation certified.

Familiar with MS Active Directory

Experience in working with UI Actions, UI Policies in ServiceNow.

Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts

Normalizing the data in CMDB.

Good knowledge and understanding of ITIL process.

Enhanced personal skills by continually taking web-based training and off-site courses.

Tremendous critical thinking, initiative qualities, solid explanatory, authoritative, multitasking, execution aptitudes and introduction aptitudes with capacity to co-ordinate exercises and associate with end clients in a quick paced group condition and guarantee conveyance inside time period.

Magnificent verbal and composed Communication, Strong experience associating with customers, end-clients, prerequisite social event, understanding necessities, examining arrangements.

Process Analyst

Managing Business of 3 years’ experience with subject matter expertise in IT Service Management(ITSM) and ITIL, methods, process, Infrastructure Planning, HPSM, Service Now,ITIL v3 Certified.

TECHNICAL TOOLBOX

Snow, Active Directory, HPSM, Java Script, J Query, CSS, PHP, HTML, XHTML, XML, AngularJS, Java, Python, MySQL, Git Hub, Apache Flex, REST, SOAP, SaaS, SAS

Junior Web developer able to build a Websites using HTML, XHTML, CSS, JavaScript, JQuery, Angular Java

Skilled at writing well-designed and efficient code using current best practices in Web development.

Fast learner, hard worker and team player who is proficient in an array of scripting languages and multimedia Web tools.

WORK EXPERIENCE: (2012-2015)

Client1: Quest Diagnostics. (Hyderabad, India)

Tools: ITSM

Role: Service Request Management – Unisys

Responsibilities:

Part of Continual Service Improvement, Handling Escalations

Trending Analysis, Pro-act, Dispatch Avoidance, OLA analysis, SLA, Analysis, Aux Analysis

Process Training, Updating Help File, Updating Knowledge Gaps, Forecast Analysis, etc.

Maintained continual service improvement to drive SLA

Contributed to increasing team numbers as a valuable team player

Coached the team with respect to Shift Left Analysis

Published daily hygiene reports and maintained them regularly on team

Managed the mailbox

Involved third party resolvers to fulfill the telecom requests

Verified relevant approvals for incidents that need site leads approval to process the request

Ability to interact with people at all levels both internally and externally and maintain good relationship with both peers and staff

Solved complex issues and effectively acted on various resolver group.

Implemented ITIL framework effectively as incident management

Multitasked on various projects simultaneously with various different clients.

Client 2: Capital One (Hyderabad, India)

Tools: HPSM, LogMeIn, Active Directory

Services and components: Password Resets, Software installations, Group additions in AD

Responsibilities:

Password reset to the Capital one supported employees

Software installation and Technical Troubleshooting on user’s machine using LogMeIn

Dispatch of Incidents to L2 and Field Support teams based on the requests.

Chat Support for Technical Issues.

Client 3: Microsoft (Hyderabad, India)

Tool: SNOW, Microsoft Server

Worked as Service Support Representative

Responsibility:

Microsoft Dynamic AX server

Maintaining Site-Scope (Tool to monitor servers).

Video wall servers for Microsoft Retail Stores

Monitoring HVAC services on Microsoft Retail Stores,

Monitor alerts in SCOM.

Member of RTG Online Incident Management

Corp DB – AX Audit Reporting

Client 4: Delphi (Hyderabad, India)

Tool: SNOW, Active Directory

Worked as Service Management Representative

Requests / IMAC/ Tickets created on SNOW ITSM Remedy

Responsibility:

To deal with the customer’s IT framework under different capabilities like Incident, Change, Reporting and Service Habit Level Management utilizing ITIL ideas.

To ensure the all Critical and Major Incidents are tended to inside SLA reaction and conveying the Critical Alerts for such Incidents.

Ensured to have the capacity to effectively cut down the MTTR (Mean time to determine) for all classes of incidents.

To oversee and bolster all administration episodes either or by means of the Service Desk, through to successful consummation and client fulfillment.

To consistently audit, execution and patterns considering episodes and to give suggestions to the Service Manager for administration change.

Actively deal with the observing and determination of slowed down or broke employments with second and third line sup-port gatherings.

Effective and fast reaction to Major Incidents, additionally seat all Major occurrence gatherings and specialized Connects additionally create and keep up the episode administration handle.

Ensure that any administration rupture is reasonably recorded and depicted before it is shut. Produce measurements for administration execution and consumer loyalty both on a general and an impromptu premise.

Participate in the heightening procedure, including senior conveyance group both inside IBM and at the customer side.

ACHIEVEMENTS

Unisys

Provided training to the new hire agents. ITIL V3 Certified

Promoted as Service Management Reprehensive 2 (SMR2)

EDUCATION

Masters

Masters of Science in Computer science. - California, USA.

Bachelors

Bachelors in Information Technology - Hyderabad, India

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