VIDYA MANIRAJ 682-***-**** ad3xpe@r.postjobfree.com

Have 19+ years of total experience in IT operational experience with customer services. Interested in trying data entry job.

Experienced in client server infrastructure activities, FMCG, Internet Service applications and Healthcare domain.

Outstanding Analytical, Leadership, decision-making, Interpersonal, and communication skills. Ability to Adapt and learn New Tools, Techniques and Approaches.

Green Card holder

ACADEMIC DETAILS

Master’s Degree : MCA -Master of Computer Applications

Institution / University : Madras University (1997 to 2000)

Bachelor’s Degree : BSC - Bachelor of Science (Physics)

Institution / University : Madras University (1994 to 1997)

CERTIFICATIONS

ITIL (Information Technology and Information Library)

CSM Certified Scrum master

PSM I Professional Scrum Master I

CLP (Certified Lotus Professional-R5)

SKILLS

Passed typing test

Tools – ServiceNow, JIRA and Remedy

MS Word, MS Excel, MS Power point, MS Visio and MS project

Nagios and Lansweeper

Have technical knowledge of Oracle, SQL server, JavaScript, HTML, DHTML, XML and MS Visual Source Safe, Lotnus notes, Lotus Script, Formula Language, @Commands.

PROFESSIONAL EXPERIENCE

COGNIZANT (CVS HEALTH), Texas, USA Dec 2021 – June 2023

Service Delivery Analyst

Projects: Novologix application production support for CVS health.

Responsibilities:

Responsible for managing the entire Production Support engagement for the specified client(s). Manage the day-to-day tickets, client stakeholder, deliverable expectations of the prod support team, SLAs.

Deep understanding of ITSM process and how they can be implemented in ServiceNow such as Managing tickets, Incident, Change, Problem, Knowledge, Service Request, and reports/metrics dashboard.

To achieve KPI targets, follow defined processes, and adhere to ITIL delivery and quality standards, regulatory requirements, and company policies.

Created classifications, SLA, Prioritization and performance reports using the facts at hand, and then offer the appropriate viewpoint, actions/outcomes.

Provided inspirational leadership to the team and built a talented, cohesive, result oriented & healthy team environment.

IT CONVERGENCE, USA, Texas, Irving Oct 2015 –Nov 2021

Service Delivery Analyst

IT Convergence is a global Oracle software service provider, with core competencies in Consulting, Managed Services, Development, and Hosting Services. Comprehensive full-service value offering allows you to streamline the process of building, implementing, upgrading, or customizing an application, supporting environment, and effectively managing enterprise software lifecycle.

Responsible as a point of contact between the customer and IT Convergence team. keeping track of tickets, allocating resources, and monitoring the situation until the ticket is resolved.

Have good operation level knowledge of database and application activities.

Meeting the contract expectation by following service Level Agreements (SLA's) as per the customer contract.

Act as an escalation point for critical client issues, watch over and evaluate the dependability and quality of our services, keep tabs on key performance indicators (KPIs), and create reports to ensure that program delivery specifications and SLAs are followed and exceeded.

Work in coordination with other managers, team leaders, and stakeholders to align service delivery operations with business goals.

Deep understanding of ITSM process and how they can be implemented in ServiceNow such as Managing tickets, Incident, Change, Problem, Knowledge, Service Request, and reports/metrics dashboard.

Tech Mahindra Satyam, India: Jun 2000 – Feb 2012

Project Consultant - Unilever Production Support

Worked on Unilever INOPLAN application based in UK.

Acted as a Single point of contact for support to lead customers, while handling daily tickets in Maintenance team of 12 members.

Analysis of the daily received incidents and assigning the same to the Team.

Understanding the requirements, making impact analysis, effort estimation, enhancement of existing applications, and ensuring timely completion of tickets.

Analyzing the risk and impact of the solution provided on the existing application.

Followed ITIL process in Support through internal application called Remedy.

In charge of implementing all service Level Agreements (SLA's) per the client’s

contract.

Co-ordinated with the development and production team for implementing the changes in management.

Prepare status reports on monitoring the tickets

Interaction with the Business users to gather the system requirements.

Responsible for quality procedures related to the project, release, and problem management.

process and quality procedures.

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