POONAM AHUJA

Mobile: 098********; E-mail: adi4z5@r.postjobfree.com

Professional Summary

ITAM and ITSM Expert with enriched experience of 18+ years

Performance driven leader with proficiency in IT Operations, Solution designing and Implementation. Enabling Organizations transform through Digital transformation and automation across ITAM and ITSM landscape

Core Skills and Competencies

IT Asset Management (HAM & SAM)

Configuration Management (CMDB)

IT Service Management (ITSM)

Operations & process consulting

ServiceNow

Solution Designing and Architecture

Work Experience and Work History

Feb 2017 – Present Manager Capgemini India

Roles and Responsibilities:

Solution architect for implementation of IT Asset Management, CMDB and GRC in ServiceNow

Designed the End user Request management (SRM) in ServiceNow platform

Owner of Business Architecture for ITAM involving complex integration with multiple systems

Process Architect for Asset Management (HAM and SAM)

oGovernance and compliance for Asset Management across all geographical regions

oInteraction with Gartner for guidance on complex SAM issues

oTool selection and Implementation for Discovery and SAM by an Agile RFP process, where top SAM vendors participated

Service Design including Business Service Catalogue Management

oCo-created the design of Service catalog

Foundation Data management for IT Service Management Tool for Change and Incident Management, IT Service Management Architect

Service Management Consulting and Process Improvements

Aug 2016 – Feb 2017 Associate Consultant HCL Technologies

Roles and Responsibilities:

Level 3 supervisor for 35+ resources for SAM Operations team

Management of daily License Management tasks to ensure SLAs are met

Handling tools issues on BMC Remedy, Aspera SmartTrack and Ariba Spend management

Daily and weekly quality checks to ensure compliance; Handling customer escalations

People management activities including appraisals

May2010 – Aug 2016 Asset Manager IBM India Pvt. Ltd., Noida

Roles and Responsibilities:

Handled Account Transitions and Reverse Transitions from Asset Management perspective

IT Asset Management Operations – Asset register management, IMAC validations, Maintenance renewals, disposal process management

Monitor, control and support the execution of IT Service Management processes across all processing areas ensuring system methodologies, procedures, policies, and SLAs, are adhered to

Software Asset Management - AMC management including ULAs, License compliance management - Usage vs Entitlement

Change Management - Assessing & approving emergency / expedite changes, Member of CAB

Service Activation and De activation and associated CR approvals for all Data Center Devices like Servers, Network equipment and Security devices

Process Management - KPI, Audit management, Process Improvements, SOD management

Nov 2004 - May 2010 Team Lead CSC India Pvt. Ltd., Noida

May 2009 – May 2010: Leading the Global Electronic Inventory Function for AM team.

Aug 2005 – Sep 2008: Leading the Business Operations group for Global Asset Management Operations of CSC

Leading QMS, Communications and Training for the group of 190+ resources

Leading the “Center of Excellence” Project for AM India Operations

Owner of customer satisfaction surveys - Oversee the ongoing deployment of csat surveys and drivers of service improvement, KPIs; ESAT through surveys

Responsible for deployment of Unified Quality Management System in the group based on ISO 9001 : 2000 standard

Nov 2004 – August 2005: Supporting Asset Management functions for CSC Client – Motorola including DB updates and basic reporting

Dec 2001 - Nov 2004 Senior Customer Care Officer Convergys India Pvt. Ltd., GGN

Using Technical expertise & effective customer service skills to provide solutions to the customers of CISCO SYSTEMS ; Assisting with training, call monitoring, mentoring new hires.

Awards and Achievements

Certification of appreciation for streamlining processes in IBM

Promoted to the post of Team Leader Service Delivery in CSC in 2008

Commendation Certificate from Cisco and Convergys for successful mentoring program. Promoted to the post of "Senior Customer Care Officer" in Mar 2003(First batch of Sr CCO’s).

Awarded "Quarterly Champion" for the quarter of October-December 2002 AND July-September 2003. Awarded "DMOQ"(Direct measure of Quality) award for the month of April 2003. Awarded “Power of One” for adhering to Convergys Values.

Academic and Educational Qualifications

B.Sc. (G) Electronics (Degree course) from Delhi University in Ist division.

Advanced Diploma in Software Engineering (3 year Diploma Course) from APTECH.

Trainings & Certifications:

Emotional Intelligence conducted by Softspan (India) Pvt. Ltd.

Interpersonal Skills conducted by MaFoi Consultants

Customer Relationship Management conducted by Softspan (India) Pvt. Ltd.

Performance Management conducted by Door Consulting

Certified Internal Auditor for ISO 9001:2000 by Bureau Veritas

ITIL Foundation V3 and V4

ITIL Intermediate V3 (Service Transition Module)

Certified Advisor in ORACLE LICENSE MANAGEMENT by Licensing Circle (Konnagar Ltd UK)

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