Deepu Hali

**** *********** ***** *: +1-949-***-****

#** ********* ** ***** adi2kv@r.postjobfree.com

INTRODUCTION:

IT professional with 8 years of experience with 6+ years with global clients across consulting, strategy and project management roles. I bring in a deep expertise in Customer Experience improvements leveraging best practices around ITSM, Tooling and Processes. My key strengths involve ITSM Management, Business Process, Project Management and Tool Consulting with hands on experience in Incident, Problem and Change management.

EDUCATION, TRAININGS AND CERTIFICATIONS

TOOLS:

ServiceNow Administration Certified

ServiceNow Implementation specialist (ITSM) certified

ITIL V3/ ITIL® 4 Certified (foundation)

MBA (in Human Resources) (2004)

Bachelor of Engineering (Civil Engineering) - (2002)

Service Now Tool, JIRA, MS Office

Microsoft Word, PowerPoint and Excel

CAREER SUMMARY:

Senior Associate Consultant, Infosys Technologies Ltd, (Jan 2015 – current)

Recruitment Executive, CMG ITES India, Bangalore (June 2011 – Sep 2012)

HR and Admin.Executive, Callistus Offshore Services Pvt Ltd Bangalore. (Dec 2010- May 2011)

Customer Support Executive, Saraswationline.com India Pvt Ltd Delhi (June 2005- Nov 2007)

WORK EXPERIENCE:

(INFOSYS TECHNOLOGIES LIMITED- Multiple Engagements)

Project 1- ITSM Process Consultant - Lam Research (Fremont CA USA) (Jan 2019 to present)

Develop and execute a strategic plan for process improvement across the business enterprise

Develop Service Management implementation and adoption strategies

Organizational Change Management from tactical and practical levels

Defining the process for client (Incident, Problem, Change, Knowledge process)

Provide reporting for audits and governance of process

Interact with IT leaders, Managers and other senior stakeholders

Proactively communicate status on active major Incidents or Problem tickets

Suggest Continual Process Improvements to the client for effectiveness of the process

Gathering the requirements from various teams for implementing the process into the tools

Project 2 - Operation Manager- Hyundai Capital of America (Irvine CA USA) (Oct 2018- Nov 2019)

Project Manager for one of the largest clients, managing end to end project deliverables, timelines and stakeholders

As Scrum Master, managed scrum teams, product backlog prioritization, visual dashboards, writing user stories, etc.

Worked with process owners and business stakeholders to translate business requirements into functional requirements

Responsible for the decommission process of the servers from beginning to end

Responsible for complete project management and handling the team and deliver the action items on time

Moving data in and out of an instance using import sets and transform maps and auto-import of data into service now

Project 3 – Incident Manager - SunGard (Bangalore) (Jan 2015- Jun 2018)

Performed quality evaluations of Help Desk services and designed programs for continuous service improvement

Assigned work to team members to ensure timely and effective response to user needs

Monitored Service Desk operations and escalated tickets to ensure clients problems are handed as expeditiously as possible.

Spot-checked work to ensure Help Desk Staff were knowledgeable and courteous

Provided written reports and documentation on service Desk operations to management

Provided regular training opportunities to keep service Desk staff technologically up to date

Focused on superior customer service delivery

Evaluated team-member technical skills and provided corrections plans as needed

Monitored service calls for courtesy and patience

Train and coach analysts

Responsible for contact logging by ensuring that the analysts adhere to documentation guidelines

Meet one-on-one with team members outline new procedures, provide coaching, discuss incident quality evaluations

Report to senior managers on any issue that could significantly impact the business

Ensure that staff take ownership of user problems and be proactive when dealing with user issue

Responsible for the effective implementation of the process for Incident Management and carry out the respective reporting procedure

Initiate Technical Bridges and Management Bridges and keep all parties Up to date until issue resolved

Document customer requirements and prepare proper turnover within platform leads as needed for support of the test event

Liaison with the team managers and technical leads to ensure that incidents are resolved swiftly within SLA

Prioritize incidents, based on priority and urgency, and assessing platform team resources and capacity

Monitor and manage critical incidents. Ensure operational issues are escalated using the documented escalation procedures

Represent all stages of escalation for critical Incidents, should these not be resolvable within the agreed Service Levels

Seeking a resolution with the client in order to reach satisfactory outcome

Managing Email communication with all stakeholders to keep them up to date about the Major incident

CALLISTUS OFFSHORE SERVICES PVT. LIMITED (HR and Admin Executive)

Handling HR generalist Affair

Develop processes for Staff Recruitment & Retention.

Manage Programs & Events for Employee Development (e.g. Team Building & Morale Building)

HRMS Database Administration

SARASWATIONLINE.COM PVT. LTD. (Counsellor cum Customer Support Executives)

Drive and coordinating with associates on services offered by the organization

Conducting workshops to make students aware about graduate programs offered by foreign Universities

Council students on admission process and documentation required for admission in foreign university.

Overseeing visa process and travel arrangements for students and employees

Handle the issues and queries of students and the employees

PERSONAL DETAILS

Marital Status : Married

Nationality : Indian

References : Available upon request

Visa Status : EAD Approved (USA)

Contact this candidate