adbs22@r.postjobfree.com linkedin.com/in/upasana-dash-194891138 +91-902*******

A CSM, MCSA, ITIL certified Professional with 7+ years of Experience across Project management, Service Management, Change Management, Problem Management, Windows Administration and Systems Administration

Key Skills

Overall Experience Summary

System Administrator

Microsoft Certified

ITIL Certified

Project Coordinator

Change Management

Project Management

Client Servicing

Team Management

Technical Support

• Working with project team members to gather and analyses process design and the impact on the roles and the organizations affected.

• Working with individual project managers to improve overall quality and support standards in various activities related to MIS and data analysis.

• Support function in delivering data related to revenue, customer billing. Helping project manager in tracking and utilization analysis.

• Working as liaison between auditors and project team in facilitating smooth flow of audits.

• Assist in overseeing the day to day operation with ITIL process like change management, problem management and service management.

• Installation and configuration of Windows Server 2008, 2008 R2 and 2012. Installing, maintaining and troubleshooting AD, DNS, DHCP and VMware issues.

• Managing VMware infrastructure environment with 5.5 ESXi Servers and virtual machines creating, installing OS and configuring virtual machines. Soft Skills

Career Timeline

Feb’12 – July’17 Feb’18 – Oct ‘19

Certifications:

• ITIL Certification from ITIL in 2013.

• MCSA Certification from Microsoft in 2014.

• SCRUM Certification from Scrum Alliance in 2019

Communicator Innovator

Thinker

Collaborator Intuitive

Upasana Dash

Black Knight Financial

Tata Consultancy Services, HQ: Mumbai Services, HQ: Jacksonville Education:

• B. Tech (Biotechnology)- 2007- 2011- BPUT Odisha. CGPA 8.1/10

• Intermediate ( Science)- 2005-2007- CHSE Odisha. 68%

• Matriculation- 2004-2005- HSE Odisha. 89%

Organizational Experience:

1- Feb’18 - Oct ’19 with Black Knight Financial Service India Ltd. Key Result Areas: Project Coordinator & Enterprise Change Management

• Manage the delivery of end-user training and subsequent follow-up activities, including effectiveness assessment.

• Day to day queue management and routing of Change orders to respective team and follow up till the resolution within SLA.

• Validate Agenda and schedule CAB and chair as a member of the Board with successful and failed change Orders Report.

• Manage the delivery of end-user training and subsequent follow-up activities, including effectiveness assessment.

• Work as a Project coordinator with project managers to gather and analyses detailed information about the process design and the impact on the roles and the organizations by using JIRA.

• SDLC, Waterfall and Agile Methodologies (Scrum)Being used as per the requirement.

• Worked as a Scrum coach to Development teams and facilitate toward Product Goal.

• Resource management – planning and monitoring resources availability and costing during the project.

• Knowledge briefing sessions across team to broaden efficiency.

• Liaison with different teams in order to execute project in timely manner with accuracy. Highlights:

• Recognition for spear heading the project US Government Valeri due to timely completion which led to cost effectiveness for the company.

• Recognized from US based senior management for timely execution of projects and maintaining the SLA 2- Feb’2012 – July’17 with Tata Consultancy Services Key Result Areas: Change and Problem Manager July 2015 to July 2017

• Oversee and manage all Change Order for accounts and Co-ordinate with multiple teams to get the issue resolved within SLA with ITIL framework

• Review the parameters, approve and track the Change Order till post implementation review.

• Schedule and Invite CAB meetings and chair as a member with Successful and Failed Change Orders Report.

• Conducted live migration drills to test Business Continuity Emergency Fail Over backup environments

• Liaison with the team managers and technical leads to ensure that changes are resolved swiftly and within SLA windows.

• Tools Used – Service Now, BMC Remedy, CA Service Desk, TCS MonIT.

• Documented and tracked the timeline of events in support of root RCA.

• Took responsibility for providing learning and training of ITIL to technical department.

• Day to day queue management and follow up for closure, document CMDB with asset and configuration management process.

• Creating and managing a knowledge base to maintain the information about Known Errors and workarounds for others to use.

• Identifying, prioritizing and assigning responsibilities for Problem management and then manages them through the entire process to solution.

Key Result Areas: System Administrator July 2013 to June 2015

• Installation, configuration and troubleshooting of Windows Server 2008, 2008 R2 and 2012.

• Managing incident change service requests by using various ITSM tools like service now, BMC remedy and internal TCS MonIT.

• Installing, maintaining and troubleshooting AD, DNS, DHCP and VMware issues. Managing Group policies through Active Directory.

• Raising Domain functional level, managing FSMO roles and DC replication. Managing File Server and related issues.

• Firewall management and security log analysis. Investigating windows and network vulnerabilities.

• Taking System State/Full Backup for Windows Servers. Patching Windows Servers using WSUS.

• Installation, Configuration and management of Virtual machines using Hyper-V and Vmware.

• Pulling out desired AD Reports from AD Manager Plus. VMware

• Managing VMware 5.5 and creating, installing and configuring virtual machines.

• Creating and managing VMware cluster. Enabling HA and DRS features in cluster.

• Performing Snapshots, Cloning, Cold migrations and Hot migrations. Moving VM's form one data store to another data store using Storage Vmotion.

Key Result Areas: Windows Monitoring Feb 2012 to June 2013

• Experience in handling the infrastructure tickets for Windows related issues using Service-Now, Remedy and TCS MonIT tool.

• Proactively monitor systems health by physically inspecting environment and utilizing provided tools (alarms, trending graphs) such as TCS MON-IT. Ensured SLA's are achieved and client expectations are met

• Coordination with vendor and third-party teams on client side for proper troubleshooting and manage of servers. Tools Proficiency:

• MS Excel,

• MS PowerPoint,

• JIRA

• Service NOW

• BMC Remedy

• CA Service desk

Personal Details

• Date of Birth: 17th Mar 1990

• Languages Known: English, Hindi, Odia & Bengali

• Address: Sector 10A Gurgaon

• Preferred Location- Gurgaon.

• Mobile- 902-***-****

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