Analyst Service Project Management

Nagashree Krishna Raju

● Greenholm Circuit, Toronto, ON M1G 1V3 ● C: 647-***-**** ● E: **********@*****.***

HIGHLIGHTS

ITIL V3 certified

IT Service Management (ITSM) based on ITIL best practices

ITIL V3 Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

Practised Agile Scrum

Coordinated account operations and functions with On-Shore and Off-Shore teams

Produce proactive reports, trending analysis, service level reporting, process consultation and application of the ITIL best practice framework

Proficient with My SQL, VBS,MS Office applications,Visio,Adobe,HTML, Internet and Email

Proficient with Business Strategy and Analysis

WORK EXPERIENCE

Numeris

Market Research Interviewer January – April 2016

Gather data revelant to radio and television preferences from the the audience

Review data obtained from interview for completeness and accuracy

Assist individuals in filling out applications or questionnaires

Record the audiences feedback and pass to research teams

Accenture Services

IT Operations Analyst November 2013 - August 2015

Adhered to ITSM methodology in service operations and implementation

Monitored and analyzed the process account proposed relevant changes which are implemented successfully

Part of the ITSM process implementation to align business objectives and manage client satisfaction. Establish proper documentation, procedures and maintain database

Setup bridge calls to coordinate with On-Shore and Off-Shore teams

Collaborated with support teams to analyze, investigate and diagnosis root cause of the incident, as well as completion of corrective actions. Engaged with the teams to document a retrospective for the incidents occurred for future reference

Identifyied problems in the system or application and raised relevant Problem cases. Discussed the problem cases with technical teams in order to resolve them and make the application stable

Part of regular meetings with Major Incident Managers (MIMs) to track high priority service related incidents and ensure root cause analysis and fault resolution is coordinated and delivered to avoid recurrence of issues

Handled Change Advisory Board (CAB) meetings to coordinate changes, rollback throughout the release, implementation and testing phase

Suggested, definied and implemented the changes in the environment to meet current requirements learnt from outages

During a change responsible for deployment of the patches provided by the technical team as Release Co-ordinator

Designed project workflow accoriding to the SDLC standards to better understand the business stratergies

Create reports,presentation on regular basis and present to the clients and stakeholders

Monitoring links using Solar WindsDelivered process trainings and knowledge transfer to the new hires.

Tools worked on: Remedy for incident tracking, JIIRA used for problem, change and release notes, Service Now, File Transfer Protocols (FTP) and Putty for extraction of reports and monitoring

Hewlett Packard

Technical Solutions Engineer February 2011 – October 2013

Provided 24/7 technical support to over 10,000 employees (UK, US and Canada region) through calls, remote access and service request

Experience in networking,internet,intranet,Microsoft applications troublshooting

Experience in configuring and monitoring account specific applications

Provided Technical Level I/II desktop, laptop, telecommunication and network support to more than 3000 end-users for the organization facility. Responded to end-users' hardware, software and network connectivity issues in a Windows environment

Monitored the service desk team in-order to maintain the queue management and SLA as per agreed in Statement Of Work (SOW)

Ensured requests and incidents are logged and assigned an initial diagnosis, prioritize incidents and route to appropriate teams for resolutions

Actively followed up with the support teams for an RCA for priority incident, accordingly worked on the change request for the implementation of the new build to fix the issue

Conducted Change Advisory Board Meetings and coordinated changes throughout implementation

Maintained Knowledge Base for the account regulary updated the articles through sharepoint

EDUCATION

International Business Management Post Graduate Program September 2015 - April 2016

Centennial College, Toronto, ON

Bachelor of Engineering – Telecommunication June 2006 – June 2010

Viesvesvaraya Technology University, India

ACHIEVEMENTS

Accenture - Champion for Q2 and Q3 2014

Hewlett Packard - Award for Best Performance for Q1, Q3 – 2012 and Q2 – 2013

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