Continuous Improvement Project Management

RENCHY THAMPIKUNJU

IT Change and Release Manager

+1-672-***-**** **************@*****.*** www.linkedin.com/in/renchy-thampi-20857b156 Vancouver, Canada SUMMARY

4+ years of extensive experience in project management, change/ incident management, end-to-end implementation and problem solution for client services across Canada and the UK, in a global telecom company with 31,000+ employees. Team leader of 6 change management professionals, and served as the primary point of contact for all BAU and ad hoc activities, and led daily CAB meetings, following agile methodology and Waterfall process mapping for efficient adaptation and continuous improvement.

Delivered presentations to over 150+ employees and facilitated scrum meetings to review project outcomes, demonstrating excellent communication and collaboration skills.

SKILLS

Azure DevOps ServiceNow Jenkins HP ALM Microsoft Office Excel AWS Cloud Sharepoint Visio WORK EXPERIENCE

Steamwork Breweries (Part-Time)

Support Representative 05/2024 - Present

Assisted customers and vendors with product information, order processing, and issue resolution via phone and email. Proficient in fast and accurate typing to ensure meticulous record-keeping, data entry, and helpdesk support. Collaborated with cross-functional teams and managers to address customer needs. Handled over 500+ customer inquiries till date across various channels, including phone, email, and live chat. Vodafone Intelligent Solutions, India

IT Change and Release Manager 02/2021 - 09/2023

Impact - Implemented an automated chatbot tool for change requests and incidents, saving $1M annually with an 85% reduction in man-hours. Saved $2.5M for the organization by migrating critical apps from on-premises to AWS cloud, reducing downtime by 70% and improving performance by 30%.

Achieved multiple project deployments simultaneously and handled planned and unplanned changes, managed bi-monthly Go-live releases for pre-prod environments and supported rollback/rollout, for test and production. Hands-on experience with ServiceNow, HP ALM and Azure DevOps tools for change requests and incident tickets, conducted impact analysis, risk assessment and communicated with stakeholders and cross-functional teams. Carried out Major Incident Reviews after every critical incident to identify, manage, report, trend and track continuous improvement opportunities for incident recovery & prevention. Established training programs, schedules, release calendar, standard operating procedures (SOPs), and carry out Request for proposal (RFP) and post implementation reviews (PIR). Hosted daily CAB and ECAB meetings and collaborated with cross-functional teams, developed new transition programs after analyzing WSR & KPI reports.

Developed and executed CMDB data quality audits, health checks and identifying and rectifying discrepancies to enhance the integrity of the database.

Coached and mentored teams on change management, ITSM, and SDLC processes to promote continuous improvement and effective implementation across all development stages. Quess Corp, India

IT Change Manager 04/2020 - 02/2021

Impact - Led a 99% reduction in service disruptions, by replacing expired digital certificates with new ones, ensuring continuous secure configuration between client and server applications. Spearheaded and coordinated 90% of all code/script fix, user stories, build, regression testing, deployment, and rollback activities associated with defects.

Managed emergency escalations with a 95% success rate by improving processes, analyzing trends, engaging stakeholders, and using continuous integration and continuous delivery. Conducted assessments on servers to identify vulnerabilities and areas requiring patches and security enhancements. SPOC for all risk related changes and ensured changes are submitted and have required approvals as per RACI matrix.

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WORK EXPERIENCE

Sanicon Services, India

Incident Management & Software Testing 06/2019 - 04/2020 Managed and oversaw end-to-end incident management process, assessment, prioritization, and resolution of more than 500+ incidents, ensuring swift and effective responses. Implemented test scripts,test planning, resulting in a 50% reduction in testing time and significant improvement in quality assurance.

Implemented corrective actions post-incident review to prevent recurrence, maintaining high operational standards based on KPI's.

Reported software bugs and issues to improve product quality and ensured high-quality software for clients. CERTIFICATION

Scrum Master- Scrum Alliance 2024

DevSecOps - Credly 2023

EDUCATION

Dr. D.Y. Patil School of Engineering

Bachelor's Degree in Mechanical Engineering 2015 - 2019 Volunteering

St. Vincent de Paul

Volunteer Experience 04/2024 - Present

Funded by a monthly collection, we provided various forms of assistance, including groceries, transportation, and rent support.

Contributed to the local food bank on a weekly basis, prepared and served food to the homeless and marginalized, help monthly to prepare and serve breakfast with the Salvation Army, contribute to the school lunch program, donate to several local churches with their lunches.

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