Management Service

ANUSHA GOVINDU

Phone: 501-***-****

Email: *************@*****.***

A proactive leader with 5 years of experience in Project Management, Business Analysis, Data Analysis, Technical Operations, and Business Development in various domains like, Health Care, Telecommunications and Banking/Finance

Experience with Project transitions from onsite to offshore and excellent knowledge on onsite/offshore co-ordination model

ITIL (Information Technology Infrastructure Library) V3, Scrum Master Certified

Expertise in Service Management and work experience in a Matrix Environment

Highly proficient in Statistical Analysis and Analytical Techniques including effective Machine Learning and Predictive Modeling skills

Thorough professional with strong planning, interpersonal skills with abilities in liaising with people at all levels in the organization

Involved in LEAN, Agile, SixSigma projects and HIPAA training

Experience in Service Delivery (SLA Management, Availability and Resource Capacity Management) and Quality Management including Risk Management, Integration Management and Procurement Management along with B2B and B2C business implementation

Experience in Agile/Scrum, Waterfall methodologies

Strong knowledge of Software Development Life Cycle (SDLC) and its different phases - Scope Initiation, Requirements elicitation, Analysis/Design, Development and Testing

Experience in Incident Management and Change Management – ability to identify, initiate and implement change and align with Cross-Business Units

Experience in working on Cisco tools, Remote environment, EMR tools, Cerner,

MEDITECH, McKesson Star, PACS and Mainframe systems

Adept multitasking ability to bring a high number of simultaneous projects to completion with accuracy and professionalism

Experience in working on Business Intelligence tools such as Tableau and QlikView

PMP training for Certification is in process

Involved in building Simulation for business processes and Ecommerce projects

Experience in analyzing complex data and present business outcomes

Excellent communication skills, written and verbal with International travel experience

Involved in Managing recruitment, Identifying the team’s training & development needs and conducting appropriate training program

Worked closely with Human Resources(HR) team for Human Capital Management(HCM) that lead to engage in the SAP-HCM environment

PROFESSIONAL EXPERIENCE

Arkansas Small Business and Technology Development Center, USA, AR

Business Development Consultant - Tyche Consulting Group

Developed a five-year strategic plan for Jonesboro Advertising and promotion Commission

Created documents for Ranking of Proposals and Memorandum of Understanding that assists in business development

Analyzed the business challenges and provided objectives and strategies that ensured the growth of the organization

Wipro Technologies, India: July 2014 – Dec 2015

Infrastructure Team Lead for Catholic Health Initiatives, USA Client

Ensured that service delivery takes place based on the Service Level Agreements

Increased the ticket resolution rate by 4% with the implementation of LEAN process

Involved in the project transitions for different entities merging with the client and prepared project related documents

Ensured the project Knowledge Database is updated on time for quality service

Actively took part in resolving high level escalations along with the Regional Managers

Involved in Business/data analysis and review of business requirement documents

Made sure the team up to date knowledge about Remedy versions (ticketing tools) and the applications supported to the Client and provided necessary trainings

Key Responsibilities:

Responsible for Level-2 Escalations pertaining to the Service Desk

Involved in product Management that included 4 Health Care Projects

Keeping track of critical or major incidents and sharing RCA with customers

Ensured Prompt communication to all users in case of any Major failure or breakdown

Perform Incident Management and generate notifications and status of all incidents to high level internal leadership and client while managing SLA's

Involved in supporting various medical applications such as MEDITECH, Cerner, McKesson STAR, PACS and train employees on these applications

Involved in writing queries to analyze reports, interpret and organize those reports

Worked directly with Incident Lifecycle Coordinators to provide incident response

Ensured all the customer complaints/issues are identified, to prepare Action plan for all Complaints received and drive till closure along with PM

Responsible to ensure implementation of processes for all services covered in the SOW, ensure 100% SOW compliance & timely escalate non-compliance to Program management

Conduct weekly review meeting with the teams and identify gaps to take corrective action including collecting performance data, analyzing and publishing

Functionally design the monthly reports against the client requirements

Knowledge on understanding Personnel Management(PM), Training & Event management(TE), Time and payroll Management that relates to SAP – HCM/HR

Handling team appraisal and performance monitoring as per Wipro Technologies norms

Creation of Dashboards, Scoreboards, KPI’s, process documentation, implementation and its review

Ensuring service desk smooth operations, functionality review and quality improvement

Wipro Technologies, India Oct 2012 – July 2014 Subject Matter Expert for Catholic Health Initiatives, USA Client

Assisted the Team Lead in increasing the productivity of the team by conducting refresher training sessions

Attended the Incident management and Change Management trainings to better understand the project management flow

Involved in getting the customer satisfaction improved by coordinating with the team and the clients

Bridged the gaps between front-end and back-end support teams

Assisted team in hardware and software troubleshooting and ensured the team follows the Standards and protocols

HCL Technologies, India Jun 2011 – Aug 2012

Technical Support Officer for British Telecom, United Kingdom

In “My Help & Support”, our team mainly deals with the BT PSTN and broadband services provided to the Residential customers in the UK

The key responsibilities include various levels of support –

Tier1 (Broadband, PSTN, Vision & Infinity)

Tier2 (Extended Support, Network Faults, PC desk, T2 OD; Extra care)

Involved in identifying, analyzing, and troubleshooting computer related issues, broadband connection issues, network issues and telephone line problems

Assisted customers with Installation and configuration of BT broadband software applications, telnet connections, and electronic mail

TECHNICAL SKILLS & TRAININGS

Programming: C, C++, Java

Tools: BMC Remedy, OneView, JIRA, WireShark, Syntellect CIM, dotCMS, MEDITECH, McKesson STAR, Cerner, PACS, Share Point, SAP-HCM/HR, MS Project, Excel, Visio, ProModel Simulation, QlikView, and Tableau

Servers & Big Data: Worked on Citrix environment & Knowledge on Apache Hadoop

Databases: ORACLE, MySQL

Trainings: HIPAA, LEAN, Agile, Ecommerce, Health Care Management by Manipal University, EMR’s, Ecommerce, Project SOW & Knowledge Database training, Business/data analytics, Linux, Introduction to PMP & CRM, Understanding of DevOps

EDUCATION

Master of Business Administration (MBA) Jan 2015 - Dec 2016

Emphasis in Management Information Systems (MIS)

Arkansas State University, Jonesboro, Arkansas,USA

Bachelor of Technology (B.Tech) Sep 2007 – May 2011

Emphasis in Electronics and Communication Engineering (ECE)

Jawaharlal Nehru Technological University, India

AWARDS & ACTIVITIES

Arkansas State University, Jonesboro, AR

Graduate Assistantship for the college Dean’s office and the Department of Management & Marketing

Marketing Manager/Public Relation Officer for International Student Association(ISA)

Received Academic Achievement Award for the year 2015-2016

Wipro Technologies, India

Recognized as the “STAR OF CHI” for contributing the best for the project

Elected as the Emergency Response Team(ERT) volunteer

HCL Technologies, India

Ambassador for the key parameter “Customer Satisfaction” in the MAGIC (Me Achieving Goals by Impressing Customer) project implemented by HCL

REFERENCES

Dr. William Roe

Director for Graduate Business Programs

College of Business

Arkansas State University, Jonesboro, AR

****@******.***

Ms. Debi Dunning

Fiscal Support Specialist

College of Humanities & Social Sciences

********@******.***

Mr. Sandeep Billa

Operations Manager

Wipro Technologies

Hyderabad

*******.*****@*****.***

Contact this candidate