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Service Management

Richardson, TX
March 08, 2018

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Neha Chhillar 415-***-**** Richardson, TX 75080


IBM India 2010 to 2015

An $80 billion American multinational technology company with operations in 170 countries Global IT Service Management SME (August 2013 – October 2015)

Led the Service Level Management team to deliver incident, problem and change management processes and reporting stream for In-Transition projects.

Developed and transitioned a module of 9 systematic reporting strategies.

-Module running live since December 2013 with a realized work efficiency of 14.2%.

Negotiated and implemented Service Level Agreements for new customers through creation of standardized templates.

Led Change and Incident Management of high severity incidents- drove communication between teams to ensure uptime of infrastructure with Service Levels (24*7 on-call).

Managed the launch and implementation of IT Service Management organization, defining objectives, scope and deliverables.

Worked on Service Now, Remedy, JIRA and Maximo ticketing systems.

Ensured high customer satisfaction by following the SLA’s agreed upon in the contract signed between IBM and the customer.

Analyzed ticketing data and process flow to identify issues and gaps.

Interacted with key decision makers/stakeholders including clients, executives, and technical subject matter experts to deliver IT Service Level Reporting.

Managed escalations for the reporting component of an account.

Responsible for cross-functional team collaboration in key analysis, investigation and root cause diagnosis of problems.

Proactively created, collected and compiled reports and trending analysis to facilitate key suggestions or conclusions.

Responsible for process consultation and application of ITIL best practices. Global Delivery Framework (GDF) Trainer (November 2011 – October 2015)

Trained more than 400 IBM employees on IBM’s Global Delivery Framework (This framework employs engineering best practices, delivery methodologies, tools, standards, processes, and artifacts to drive a platform for successful collaboration between multiple geographic delivery centers). ITIL Process Delivery Consultant (May 2011 - July 2013)

Generated trend reporting and identified actions to improve service delivery.

Implemented ITIL compliant Incident, Problem and Change management systems.

Developed standards to identify gaps in IBM’s global service level management processes.

Articulated results of deep-dive analysis on an account’s workload to determine the number of full time employee required.

Led successful ITSM audit and made sure all resulting compliance actions are completed. Middleware System Administrator (July 2010 – April 2011)

Installed, configured and administered Oracle WebLogic applications for fortune 500 accounts. EDUCATION and CERTIFICATION

Masters in Finance – 2017

University of Texas @ Dallas

Bachelor of Engineering, Electronics & Instrumentation – 2010 Institute of Technology & Management, Gurgaon, India ITIL Foundation Certified

CFA Level 2 Candidate

PMP- In Process

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