Service Customer

CURRICULUM VITAE

Arokini Joseph

(Email: ********@*****.***) Phone No: 099********

Career Objective

To secure a position as ITSM professional and contribute to project and operations management skills while maintaining customer loyalty.

Professional Summary

An IT professional, with ITIL Foundation Certification & Agile Scrum Master Certification, having 9+ years of experience in IT Service Management ITIL process.

Performed role as a Service Management project Lead involving in Project Monitoring, Production Support, Problem Management and Incident Management using ITIL process.

Strong functional experience in AMDOCS CLARIFY CRM Process Manager and experience in using tools like CLARIFY Bridge, ITSM and USMS Remedy to track the complete journey of the incidents and problem tickets.

Assisting in the resolution and escalation of daily operational problems through identification of root cause analysis, process impact and corrective action follow up and write reports on quality improvement activities.

Prioritize incidents based upon impact to the users and SLA guidelines. Delegate’s responsibility by assigning incidents to the appropriate provider group for resolution based upon the categorization.

Demonstrated ability in effectively planning, coordinating & meeting deadlines. Self-driven, able to prioritize tasks and implement changes smoothly.

High-level leadership and mentoring ability. Excellent interpersonal and communication skills and act as single point of contact for face of business.

Educational Details

BE (ECE) from DMI college of Engineering

Certifications

ITIL V3 Foundation Certificate

AGILE SCRUM Master

Awards

Blue Ribbon award from British Telecom client for reduction of incidents and problem records in L1 team.

Software Proficiency

Frameworks: ITIL, Agile Scrum

Languages: PL/SQL

CRM: AMDOCS Clarify CRM

Tools: ClarifyBridge, ITSM, USMS, HP Quality Centre,

Project Details

1. Organization: Prodapt Solutions, Chennai

Project Name: LGI – MCC December 2014-November 2016

Client Name: Liberty Global, Netherlands

Role: Service Management Team Lead

Environment: Clarify CRM and PL/SQL

Tools: USMS and ITSM

Description:

MCC – Mobile Competency Centre is a MVNO operation based on countries like Switzerland and Netherlands of Liberty Global Inc. The aim of MCC is to enable wireless products in several UPC affiliates. It will bring several products to UPC product portfolio in mobile services (mobile voice, and mobile data, SMS, VMS and MMS). Therefore if customers details (address, name, and bill info) changes in any of the other entry channels then the changes have to be forwarded to CRM. All customer service disruption complaints and trouble ticketing (Customer level) will be handled in CRM.

Responsibilities:

Managing projects of L2 and L3 support team in service management process using ITIL framework.

Worked in modules of Clear Call Centre, Clear Logistics in Clarify CRM and USMS and ITSM as a ticketing tool.

Developed and managed the Project management framework strategy documents to support IT Strategic initiatives for aligning IT delivery to meet business goals.

Perform Root cause analysis on the disruption of the mobile orders completion journey in incidents and provide a temporary fix to restore the order progression and then to create problem record to provide permanent resolution and track it to closure.

Performed post-resolution customer review to ensure that all work services are functioning properly and all incident documentation is complete. Prepare report showing statistics of Incidents resolved / unresolved.

Proactively identifying the affected orders, problem trends and suggest the solution to the production support teams.

Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements where other groups are needed to resolve a single Service Desk incident.

Organized training workshops and trained the members on ITSM tools, process and procedures.

Motivating the team to achieve high standards and KPI targets. Monitoring & reporting on standards & performance targets. Ensuring all administrative and IT audit records are entered and updated correctly.

Implementing new initiatives and automation of business reports of the incident and problem records.

2. Organization: Tech Mahindra, Chennai

Project Name: CLASSIC SOE ASM March 2008 – December 2013

Client Name: British Telecom LTD (BT), UK

Role: Service Management Team Lead

Environment: Clarify CRM and PL/SQL

Tools: Bridge CRM

Description:

SOE-CLASSIC is a service delivery hub and Service fulfilment system of BTGS. It is an order management, workflow and trouble ticketing application based on the Clarify CRM product suite. Classic is the Single Operating Environment (SOE) system used by BT Global Services to provision BT MPLS/ harmonized circuits and routers. Classic receives the orders from the upstream systems and delivers it to other interfacing systems for service assurance purpose. Classic support team concentrates on to providing highest level of customer service to achieve better Cycle Time & RFT. Over 40 people are working on this project.

Responsibilities:

Managing multiple projects of L2 and L3 in parallel to ensure deliverables and key milestones are achieved as per the project plans and ITIL process.

Worked in AMDOCS CLARIFY Clear Sale, Clear Support and Policies and Customer module for providing temporary fixes to restore the workflow and track the incidents and problem tickets in bridge clarify ticketing tool.

Root Cause Analyzing the workflow requirement mentioned in the incidents by the clients Business inputs and fulfilling their requirements in the maintained Service Level Agreement.

Creation of Problem records and chaired the problem ticket defect call from progression and tracking the defect to closure.

Preparing RCA documents for the identified problem records with temporary fixes to restore the service without interruption.

Analysing the trends of the errors mentioned in the problem records and suggests proactive measures to avoid them affecting the new orders.

Responsible for handling any escalations from the users in accordance with established ITSM processes and SLAs and accordingly update the management for any corrective and preventive actions to be implemented.

Identify trends on high call volumes that indicate Major Incident is in Progress. Driving, developing, managing and maintaining the major incident process and associated procedures.

Drive group chats and bridge calls effectively to resolve incidents and problem records with the other support groups.

Liaise with the customers for all high priority & major incidents reported and get their order completed.

Provide technical direction and coordination to the resolver groups involved like ORT (Operational Readiness Testing) team and E2E Testing team for their testing activity from process perspective.

Mentoring junior members in the team with the ITSM process and procedures.

Prepare audit reports and KRA document, monthly and weekly trackers of the incidents and problem records for the management and quality team.

Ensure the agreed Service Level Agreement is maintained for the entire incident and the problem records.

Act as the face of business in adverse situations and completing them to attain customer satisfaction.

Used Escalation matrix appropriately to get appropriate level of focus from technical teams and management.

3. Organization: Tech Mahindra, Bangalore

Project Name: OWA (Operate Web Application) September 2007 - March 2008 Client Name: British Telecom LTD (BT), UK

Role:Testing and Application Support.

Tools: CM Synergy, HP Quality Centre.

Description:

OWA is a 'middleware' type of web application between BTO users and the shared systems (owned by OR) accessed by BTO users to complete their day to day activities. Prior to the development of OWA, BT Service engineers would access CSS (legacy system wherein the entire customer related data and the action that needs to be taken is stored) directly. But after the regulation by OFCOM (Regulating committee of Europe), it was decided that henceforth the service engineers would cease to do so and that a middleware application would be developed through which the access to CSS should be given. This middleware is OWA. Over 40 people are working on this project.

Responsibilities:

As CST coordinator wherein maintaining all the issues reported during the IVVT testing. Handling the calls with them and testing the fixes for the defects raised during their testing.

Worked in HP Quality Centre to create and track problem records for the errors reported by the IVVT team. Assigning the problem records to different team members and tracking the records to closure.

Document and track all records to resolution, till the changes are implemented.

Accessing the CM synergy for change management process.

Personal Profile

Name: Arokini Joseph

Date of Birth: 08-09-1984.

Languages Known: English & Tamil

Permanent Address: #13D, Rainbow Avenue first Street,

Keelkattalai,

Chennai 600117.

Ph: 044-********

Place: Chennai-117 (AROKINI JOSEPH)

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