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Management Customer Service

Location:
Singapore, 159049, Singapore
Posted:
December 07, 2017

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Personal Information…

Name: Chinmayee Nayak

Mobile: +917259388113

Email: ac3mrc@r.postjobfree.com

DOB: 17 sept 1987

LinkedIn Profile: https://www.linkedin.com/in/chinmayee-nayak-2a582960/

Executive Summary…

Chinmayee is a Bachelor of Arts and MBA in Human Resource Management from Symbiosis college of Management Pune. She has 10+ years of experience in the field of Information Technology and has extensive experience in the field of Service support, customer handling, application support, packaging and rationalization, release & deployment and Service Management.

Currently she is working as an Associate manager in Wissen Infotech and managing a team of 10 resources. Her prime responsibility is to handle client issues & escalations, client deliverable, project management and other administrative activities. She is the SPOC for Application Management and she has also contributed in the CMMI assessment.

Achievements…

-ITIL foundation certified

-ITIL Intermediate ( Release control & Validation certified )

-PMI trained (project management methodology and processes – PMBOK 5th Edition)

-WIN7 migration certified

-Best employee of the quarter

Competency…

-CMMI review & certification process of the company.

-Audits through the QMS tool.

-PMP knowledge areas and process groups and tools and technique (PMBOK 5th)

-Managing & reviewing SOW of projects

-People management.

-Project coordination, project estimation, resource planning.

-Application rationalization, Application packaging and UAT process & procedures

-Managing multiple projects

-Client & Stake holder Management

-Customer Service

The Experience…

07/2015-Till Date- Wissen Infotech- Associate Manager

Project: I (Application packaging):

Monitoring & approval of applications requests from the users.

Leading application status calls with the management

Creating administrative monthly matrix for the team.

Monitor incidents and requests in service now related to application packaging and rationalization.

Scripting/sequencing of the application package as per the client’s requirements and deploying in the UAT environment.

Analyzing the new application user requests and get it approved from app management team.

Leading weekly calls with the procurement team, application team, customer collaboration team, application Review Council for the request approval.

Project: II (Application rationalization):

To provide end user support for Quintiles systems to the users and the internal stake holders.

To ensure incident life cycle is followed for the all the incident logged by the internal stake holders.

To ensure that packaged application related incidents are routed to the respective teams.

Administrative and governance related responsibilities:

Practicing resource management

Maintaining CMMI related documents such as

oResource requirement records for specific projects.

oMaintaining and tracking of PO

oProject management activities such as maintain the project reports, risk & issue register and MOM.

oInterviewing candidates and team appraisal.

09/2007-07/2015- Wipro Technologies- Kolkata & Bangalore- Software engineer.

Project: I (Deployment: SCCM 2012)

Creating the entire release and deployment plan

Decrypting the machines using a Task Sequence before 2 days of migration.

Identifying and verifying the machines for OS image deployment.

Checking for the Pre-requisites like store closure, DP status, Machine reach ability, Package count and User Profile Backup.

Monitoring the system status during migration and post migration.

Doing post-check to ensure successful migration and successful restoration of user files.

Adding machines to their respective collections and assigning the respective task sequence.

Setup PXE deployment process to rebuild machines.

Providing help to onsite/offshore engineers while deploying machines.

Help the engineers with SCCM deployment in case of issues.

Document the rollback procedure in case of release failure.

Providing deployment reports to the stake holders after deployments.

Preparing deployment and application issue tracker.

Project: II (Application Repackaging):

Wipro Flex Center is a Shared Services Model and is Wipro’s innovative multi-tenanted delivery model that enables specified set of services to be accomplished in a consistent and predictable manner through its state-of-the-art infrastructure and a cohesive set of tools and processes leveraging industry best practices while ensuring clients’ IP and data are completely secured. Key attributes of Flex Delivery model include, Pre-defined scope, Process standardization, Pooled expertise, Flexible and scalable team, Shared infrastructure and tools, Virtualization, Well-defined interfaces, etc.

Responsibilities:

Information gathering for the requested application to be packaged.

Scripting the application as per the requirement

UAT for the packaged application and deployment through SSCM.

Develop MSI, MST and WFS (ADF package) adhering to the client standards and application packaging best practices.

Re-solving ICE errors and inspecting the logs

Testing the application in System Context using Psexec.

Testing the package.

Troubleshooting MSI, MST and WFS using troubleshooting tools Picturetaker.

Publishing application in Citrix presentation server 4.5.

Project: III (BPO – British Telecom – Technical associate)

Call handling

Technical trouble shooting

Handling escalation calls to solve issues.

Education . . .

2005- 2008-Sambalpur University -Bachelor in Arts

2008-2011- Pune University- MBA in human resource.

Personal details . . .

Gender: - Female Nationality: - Indian Marital Status: - Married

Languages: - English/ Hindi/ Bengali/ Odiya

Hobbies: - Singing



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