Srividhya Piruthivi

***** ****** *****,********,**- 06611 Mobile : +1-475-***-**** ;

Email : ac19n5@r.postjobfree.com

SUMMARY Over 9 years of experience leading organizational growth through roll out of Problem and Change management processes based on ITIL Guidelines Highly analytical, methodical, and forward-thinking professional with extensive experience in ITIL processes, technical support as well as quality and process improvement.

HIGHLIGHTS

• Certified ITIL v3 Foundations

• Experience implementing and managing Change and Problem Management Process within an ITIL framework

• Certified Microsoft System Engineer

• Process Analysis and Improvement

• Critical Incident Management

• Strong Analytical and Strategic Thinker

• Certified Kepner-Tregoe Problem Analysis Foundation _ACCOMPLISHMENTS

• Successfully Defined and rolled out IT Change and Problem Management Process in the organization

• Nurtured process improvement through trainings for teams which helped in understanding and compliance of both the process

• Established Critical Incident Response process for IT department

• Successfully prevented recurrence of same service interruptions on numerous core services through leading problem investigations.

• Developed and documented several Incident Management process models for the role of Incident Manager.

•

EMPLOYMENT FLSMIDTH PRIVATE LIMITED,CHENNAI,INDIA

Problem Manager November 2015 to March 2017

• Rolled out ITIL Problem management processes, standards, and methodologies

• Defined, Developed training materials and documentation for Problem Management process.

• Designed and maintained SharePoint site for Problem Management Process

• Analyzed key metrics to measure repeated incidents that led to over 50 process improvement changes and created Problem Management module which resulted in customer satisfaction rate of 79% in first 6 months of implementation.

• Recorded known error in KEDB for 93% of problem cases with clear root cause and workarounds

• Led a cross-functional team of engineers, developers, and QAs to perform root cause investigation and solution development that increased stability of customer-facing IT services by 20% over same time last year.

• Delivered detailed feature roadmaps that included action items with deadlines for technical teams.

• Leveraged in-depth understanding of end-to-end customer experience to identify pain points and needs.

• Collaborated with Operations teams to resolve IT support cases.

• Trained multiple IT teams and external support vendors on Problem Management process. Change Manager May 2012 to November 2015

• Rolled out ITIL change management processes, standards, and methodologies, their adoption and governance.

• Achieved 90% reduction in service outage within a year of implementation, due to successful governance of Change Process for all IT Changes.

• Maintained compliance with enterprise policies, standards, processes, procedures and guidelines for all ITIL processes.

• Evaluated and interpreted all changes to determine and understand their impact on Business and IT services.

• Identified appropriate automation, process technology support and integration points with other processes.

• Directed assigned teams for the implementation of ITIL processes.

• Coordinated and conducted change building, testing and implementation activities, according to specified schedules.

• Ensured accomplishment of intended objectives by all implemented changes.

• Initiated & Lead the CAB meetings on weekly basis

• Designed and Maintained SharePoint site as repository for the Change Management Process in the organization

Scope International Pvt. Ltd, Chennai

Change Analyst January 2011 to May 2012

• To ensure that the success rate for all changes to be implemented to be at 100%

• Work along with other technology teams to ensure that all production changes are implemented via an approved change control process.

• Ensuring that all risk changes are fully approved and scheduled based on the priority.

• Ensure participation in RCA calls for incidents caused by Change and cover all Post Implementation review.

• Review the Change and ensure change process is properly followed

• Articulate the precise impact assessment reflected in change request and communicate to the relevant teams impacted by the change.

Senior Executive IT Service Desk April 2003 – September 2006

• Provides primary initial incident support. Documents, categorizes and prioritizes incidents as they occur.

• Ensures that incident routing does not meet bottlenecks and that appropriate resources have been engaged to effectively investigate and diagnose critical incidents.

• Understands SLA requirements and works to ensure those requirements are met when possible. Aggressively drives conference calls with internal support teams and third party vendors.

• Provides timely feedback to upper level management, Feedback includes d to incident descriptions, executive summaries, detailed timelines, action plans, workarounds and resolution of incidents.

• Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents.

• Provides detailed Root Cause Analysis (RCA) documentation to Problem Management and attends RCA meetings with the customer to determine the root cause of incidents, SLA infractions and primary ownership of any resulting action

Sutherland Technologies, Chennai

Customer Support Executive July 2002 to March 2003

• Part of the HP Blue (Hewlett Packard) team involved in technical support to Global customers with common hard drive problems & installation/configuration of different software and drivers.

• Respond to questions and concerns about service, and escalate calls appropriately.

• Consult with customers to evaluate needs and determine best options.

• Counsel customers on options for service and coverage.

• Upgrade service and offer additional service packages or options. Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns. Academic Qualifications

Masters in Computer Application - D.G.Vaishnav College, Chennai, India (2002) Bachelors in Science -Ethiraj Collage for Women Chennai,India (1999) ITIL V3 foundation

Microsoft Certified Systems Engineer

TECHNICAL SKILLS

Skills Experience Total Years

Remedy -- Incident, Problem, Change,

Reports Proficient 9

ITIL v3 - Foundations Certified Proficient 7

Kepner-Tregoe Problem Analysis

Foundations Proficient 5

Contact this candidate