NAFISA

Flat #*, *rd floor, *nd Cross, Arvind Residency, Silver Oak Layout, JP Nagar 6th Phase, Bangalore - 71

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+91-988*******

Results oriented, High-energy, hands- on professional with a successful record of accomplishments in Project Management, Customer service, training, and helpdesk operations. Data Center Management - Transition / Disaster Recovery / Backup Management. Major strengths include leadership, mentoring skills, excellent communication skills, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environment, as well as supervisory. Seeking a challenging position in Infrastructure

Management, Project Mgmt, Service Mgmt, Customer Services, & Training & Development.

Summary

Employed as Project Associate for a Transition and Transformation providing remote support to a US based Client. (Rational Portfolio Management) at IBM India Pvt. Ltd.,

Participated in multiple clients briefing sessions, transition projects /sessions for the upcoming projects within IBM. Also have actively taken care of the internal/external business control audits for the process/account.

IT Service Management Foundation V3 Certified.

Bachelor’ degree & computer Application., cross-functional experience in IT Administration, Infrastructure Management, Networking & Systems Administration with technical expertise in the implementation, operations and support functions.

Academic/Professional achievements

Service Management Foundation (Based on ITIL) Version3

oBravo award” received for the excellent support provided to the team for reducing the backlog

Awarded as one of the best performers in terms of productivity within the competency in IBM.

Diploma in Computer Application, Bangalore.

Project Management Orientation (PMO) Certification

Negotiation Skill Course/Certification. Presentation Course/Certification

IBM Project Management Essentials Course/Certification

PM54G, WWPMM PM10G, Creating and Tailoring Project Management Systems and Rational Portfolio Manager for Project Team Members. Volunteer for On Demand Community, IBM,

Quality Focal (PSSO1) and Subject Matter Expert RPM

SME for PMEC (Project Management Excellence Center) Impassion.

Employment Exposure

PMO Professional at NTT Data India Pvt Ltd. (July’2018 – till date)

Highlight:PMO Professional for NTT Americas Solutions, Inc. Hands on PC/PM experience managing a varietly of projects/teams, to support, administer, manage all types of projects, from simple acitivities to more complex plans and help manage day to day activities effectively and efficiently.

PC & PM for different project and handling end to end project management for the project. Work with the PM, Implementation Managers/ Client Manager, exp with a workload of 100+ projects.

Scheduling and hosting pre and post site visit, maintaining Issue and action workbook, site list scheduling, creating and updating templates,

Maintaining and updating financial tracker/status reports/invoice/Milestone acceptance/RYG status

Handling Cutover events, communicating with all stakeholder and escalation process has been channelized directly through the US-based Project Mgmt team.

Liaise with the project lead regarding project objectives, deliverables and timescales including status reporting.

Obtain the Claim codes for the project and advise the technical resources of these. Claim time for the work done on the project.

Assist with the management of project risks and issues.

Coordinate project changes.

Deploy a problem management system for each project.

Contribute to project closure.

PMO Professional at Altisource Labs India Pvt Ltd.

Highlight: Understanding business change needs, assessing the business impact of those changes, capturing, analyzing and documenting requirements and supporting the communication and delivery of requirements with relevant stakeholders

Understanding the needs of multiple stakeholders.

Facilitating the negotiation of requirements amongst multiple stakeholders.

Identifying the current- and future-state business processes.

Helping the business stakeholders envision the future and how their work will need to change to support the future.

Creating, analyzing, and validating detailed functional specifications.

Facilitating design sessions with the implementation team to define the solution.

Delivering elements of systems design, including data migration rules, business rules, wireframes, or other detailed deliverables. Worked on SharePoint, updating, creating documents.

Collaborate with Business Analysts to elicit, review and improve functional specifications (based on User Requirements), which should include functional tests description and acceptance criteria. Prepare activity and management reports.

GPI – Global Process Initiative - Deployment Project Associate at IBM India Pvt Ltd

To educate the audience about basic requirements of managing process assets in a standard way.

Patch, WIs, Process and Procedures. Responsible for the content development. Articulate, compare & implement solutions & alternative approaches based upon the objectives. Project/program(s).

Identifies areas of risk/opportunities, influences, and implements continuous improvements.

APM – Delivery Center at IBM India Pvt. Ltd., Bangalore, India

Design Committee member on various QMS (Quality Management service) is a delivery management system that uses a disciplined and structured sequence (cadence) of meetings to optimize delivery performance and ensure management attention to delivery issues throughout DC India.

Project Associate and Quality Focal (PSS01)

Transition and Transformation at IBM India Pvt. Ltd., Bangalore, India

Highlights: *Handling a transition from US to India for the team. Project managed several office and laboratory moves globally in Europe and Far East implementing new and moving old infrastructure to new offices.

DCM is migration of entire IT infrastructure backbone of an organization it can be from a 3rd party to a newer facility, or in other words migration from 1 place to another. Some factors considered during DCM are high availability, disaster recovery

Transition relocation/ move all users to new office space including setup of new Server room and

Patch room (Cisco switches, routers, 2xMPLS circuits etc) with tight timescales. This included all contract negations for leasing of office and third party local vendor setup. Procurement for Cisco Hardware and receiving all kit for implantation of a new server room (switches, routers, MPLS circuits, UPS’s, Racks, PDU’ etc) in a timely fashion for configuration and setup prior to all users moving.

New Cisco VOIP phone system for 000+ users (Call Management v 9.1) users across to replace system. This is completed on time and in Budget.

Maintaining the “Project Management system” that is established to control the project and all of its documentation

In conjunction with the PM Supervisor develop the project schedule

Manage delegated Project scope

Ensure that all necessary approvals (IBM internal and customer as appropriate) have been obtained during the project life cycle and are logged in the appropriate repository for the account.

Liaise with the project lead regarding project objectives, deliverables and timescales including status reporting.

Obtain the Claim codes for the project and advise the technical resources of these. Claim time for the work done on the project.

Assist with the management of project risks and issues.

Coordinate project changes.

Deploy a problem management system for each project.

Contribute to project closure.

Be a member of the account project team by joining in team meetings and events where possible.

Any other tasks that are in keeping with the spirit of the Role

Manage delegated Project scope. Liaise with the project lead regarding project objectives, deliverables and timescales including status reporting.

Identify and request appropriate resource (manpower and other) required in delivering the project.

Assist with the management of project risks and issues. Coordinate project changes.

Ensure that any change to the BAU support model s communicated to the appropriate parties. For example if the project work is to install new desktop PCs and printers to make sure that those responsible for inventory, security and support are made aware of the changes. On some accounts, there are service checklists and service acceptance reviews.

Network Account Reconciliation from Transition to Steady State.

The tasks may include Project management of small projects. Ability to work within a Project team environment which will include Project Managers, Clients, External Vendors, IBM Technical Staff and IBM Management.

Responsible for the overall strategy and communication/messaging/reporting.

Active Participation in Process Improvement Suggestions and follow through for implementation.

Maintain Project documentation in accordance with the PM policies and procedures.

Improve quality and client reference ability by addressing systemic root causes via a quality management system to improve green status and SLA attainment.

Increase the Quality of service through the development and Deployment of The GDF Model- Leverage GDF to improve delivery quality across EUS and the implementation of Defect prevention process.

Imbibe and drive a culture of GDF framework in everyday operations.

Ensure strong compliance and business control posture in maintained with zero tolerance of violations on IBM Business Conduct Guidelines. Ensure Performance management guidelines are followed.

Quality Focal (PSS01)

Conduct Defect Prevention Process.

Conduct account level analysis of proactive defect prevention.

Triggering of new investigations (in co-ordination with the SA/SME)

Drive the RCA process and implementation with SA and SMEs

Implementation/Closure : 60 days is the maximum time to implement/close an investigation

Identify, discuss and document lessons learned and contribute to knowledge base Quality Improvements.

Ensures solutions are applied to all appropriate configurations. Conducts statistical analysis on quality metrics

Act as a catalyst to drive adherence to all aspects under the GDF implementation

Monitor team performance; generate reports, trends & dashboards.

Ability to provide Feedback with appropriate Coaching and Mentoring Skills.

E2E SME (End to End Management) AstraZeneca, at IBM India Pvt. Ltd., Bangalore, India

Highlights: This E2E process will result in the pro-active monitoring of open tickets and in chase-up by the designated service desk analysts.

ITSM Focal for the Service Mgmt

Responsible for tickets which are opened at the Service desk

Ensuring that all incidents are closed within SLA

Continuous interaction and follow-ups with the Resolver Groups and Customers.

Responsible for executing documents and reviewing the reports for audit purpose.

Good Knowledge in preparing Traceability tracker in order to identify missing requirements.

Administrative tasks handled as a Subject Matter Expert:

Providing assistance and training to the analysts for the tasks involved to meet schedules/SLAs and requirements.

Organizing New Hire and Refresher training sessions for the team

Writing documents, communicate with end-users, integrate well with administrative team

Working with the teams to implement all the trainings as defined in the Almanac for various roles.

Leverage GDF to improve delivery quality across the competency and implementation of Defect prevention process

Keeping track of projects/tasks, writing comprehensive documentation, keeping a log of work related activities, participating in the weekly departmental review/planning meetings, organizing fun activities during the leisure and maintaining the weekly/monthly reports.

Escalation Management. Reporting- Daily Team based metrics, VBs, Huddle Moms, team metric.

Virgin Media, at IBM India Pvt. Ltd., Bangalore, India

IMAC and Change Facilitator

Highlights: *Following up Directa’s request on various issues of VirginMedia.

Analyzing requests to the right resolver group.

Analyzing IT requests for server access, firewall access.

Analyzing the software applications used by the clients.

Gave support to wireless products of End-users for ISP, wireless routers, base stations, residential gateways, minipci cards and blue tooth cards

Troubleshoot various issues related to tcp/ip networks.

Certification (s)

ITIL V3 Certified, (Intermediate course of IT Service Management viz. Problem, Incident, Change Configuration, Release, Service Level, Availability, Capacity, IT Service Continuity and Financial Management).

Knowledge and Diploma in Software Testing

Other skills

Experience in Collaboration platforms - SharePoint, and IBM Enterprise Social software to to access business collaboration capabilities.

Strong client facing skills

Strong customer service skills to address issues/escalations

- Proactively anticipates problems and resolves prior to becoming issues

-- Ability to build strong cross-functional relationships across the organization

- Ability to interact with organization leadership at all levels

- Provides guidance and recommendations that drive results to improve business processes and operations service delivery

- Collaborates with IT functional Managers to meet the project goals

- Excellence in communications with top management/business units/stakeholder

- Ability to coach, motivates, and provides career tracking for employees within organization

- Ability to continually drive improvement in a manner that excites and motivates people.

PROFESSIONAL SKILLS :-

Technical

Knowledge in Server Operating Systems (Windows 2000/2003)

Rational Portfolio Mgmt – an IBM PM tool proficiency

Proficient use of MS Word, PowerPoint, Excel, Rational Portfolio Manager.

Basic Knowledge of Software Testing Life Cycle.

Troubleshooting Outlook, shared mailbox, Distribution list issues and UAM related issue..

Good working knowledge in Folklore HRIS, MS-Word, Excel, Power Point and Advanced Excel reports i.e., Addressing and resolving performance bottlenecks and ensuring maximum uptime.

Suggesting improvements in the operations and processes to make the system foolproof.

Active Directory Services Network Administration and Security

Operational Excellence Professionals GDF and Lean Concepts

IT Life-Cycle Management software

IT Service Management Tools (Directa, ServiceNow and Remedy )

Remote installation of software applications on client system.

Preparing suggestion reports for the development teams and resolver groups based on software application analysis and customer satisfaction. Conducted on-the-job training. Delegated suggestions and duties to other team members regarding opportunities for improvement in work-related tasks and processes.

Management SKILLS

Customer Services, Team handling.

Possesses strong product/technology/industry knowledge.

Leadership Skills.

Problem solving skills.

Strives for professional development.

Ability to work in a team environment.

Good interpersonal and communication skills.

Training and Development

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