510-***-**** • adkbmo@r.postjobfree.com

KIRUTHIKAA NATARAJAN SRINIVASAN

PROJECT COORDINATOR/ IT SERVICE MANAGEMENT PROFESSIONAL

Senior Systems Executive, with 4 + years of experience in Incident Management, Project Management, Technical Support, Internal Recruitment, Reporting, Team Handling, Knowledge Management, Software & Networking essentials, and IT Infrastructure Management on high-visibility projects in Retail domains. Possess a distinction of launching and driving new IT service initiatives, streamlining existing operations/processes, and contributing towards the achievement of organizational objectives. Demonstrated success in supporting IT infrastructure set ups, business process restructuring and implementation of business solutions in organizations within preset budgets and deadlines.

An expert in Operations Management, Service Delivery, Quality Audits adhering to the service delivery standards. Well versed in Microsoft Project/ Word/ Excel/ PowerPoint, Tableau, SharePoint, BMC ITSM.

COMPTENCY & KNOWLEDGE MATRIX

Service Delivery

Incident, & Change Management

End-User Communication

Team Leadership & Adaptability

Training and Development

Project Management

Infra Analyst

Report Gathering

Time Management

Operations Management

Knowledge Management

Troubleshooting

SLA Compliance

Asset Management

TECHNICAL SKILLS

Project Scheduling, Strategic Planning, and Internal Recruitment

BMC Remedy ITSM (Incident /Change /Knowledge /Asset/Problem Management)

IT Operations

Manage, troubleshoot, and support AV and video conferencing technologies (Zoom)

Proficient in Microsoft products (Windows OS, MS Office Applications Support, Email, Office 365)

Provisions /deprovisions/administering network and applications accounts, group policies and security updates using Active Directory, Office 365, and Okta

Basic working Knowledge on Windows Server Administration

VPN Support & Troubleshooting

Knowledge, understanding and troubleshooting of, Laptops, iPhones, Androids, and iPads

Limited Proficiency in handling SQL, Linux, and Unix Commands.

Basic knowledge on Cisco Networking

PROFESSIONAL BACKGROUND

COGNIZANT TECHNOLOGY SOLUTIONS June- 2011 – October 2015

projects executed

Wal-Mart IT IS (AVM L1.5 Team), Chennai, India AUGUST 2014 – OCTOBER 2015

Shift lead/project coordinator/L1 App Support

Project Description:

Operations Lead dealing with multiple Towers of Walmart IT vertical teams like WM-Finance, WM-Order Management System, WM-Legacy, WM- EDI, WM- Replenishment, WM- Item File, WM- E-Commerce and taking the role of Project management in Operations front. SPOC for maintaining the resource requirements, Dashboards. Project coordinator for Walmart IT IS AVM L1.5 Team.

Responsibilities:

Project coordinator- POC for trainings, scheduling Inductions for new joiners, Conference booking

Timely submissions of PDP status report & appraising the Management team regarding the upcoming projects & allocations status

Ensure external profiles are shared to tower leads after profile screening and intimate HR team to schedule an Interview for hiring purpose

Coordinate with different tower leads for the ongoing Project Status and share the consolidated report to Project head.

Walk through of AVM L1.5 Project’s In-scope and Out-scope tickets and activities for the team and new joiners.

PMO activities for AVM L1.5 Team like publishing DSR (Daily status reports), WSR (Weekly Status Reports), MSR (Monthly Status reports) after validating the data.

Tracking the resources skillset in share point.

Auditing tickets to ensure process adherence. Monitored the alerts in generated by the servers and ensure proactive measures are taken to prevent any major hardware failure.

Assist with creating presentations that help translate data from reporting into useful visuals using Tableau.

Preparing weekly /daily reports & business KPI reports for various support teams.

Knowledge Management documents processes, procedures, and troubleshooting activities to improve the efficiency and effectiveness of the team

Weekly metrics reporting to management and collection of staff’s

status reports. Meeting and improving established service delivery SLA's

Performing health check monitoring for disk space issues, clearing the printer junks, killing the long

running processes, purging the data, monitoring the jobs for the UNIX boxes using putty.

Future Group IT Services, Bangalore, India AUGUST 2011 – June 2014

Project Description:

This Project involved providing the production level and application-level support on windows platform on Microsoft Exchange server 2008 and Microsoft server 2008. It also included monitoring applications and server performance with High Availability techniques and taking best troubleshooting steps to resolve it in minimal time. Team handles issues like Disk Space Monitoring, Email ID/DL/ creations/Deletions/Modifications, Domain ID creations, providing internet access, SEP (Symantec Endpoint Protection) anti-virus package creations., Etc., Service Requests were raised through BMC ticketing tool from the client end to process the above said issues/requests. The project was in accordance with ITIL process.

Service Desk L1/Windows L1 Support: (2011-2013)

responsibilities:

Respond to incoming client issues through calls, emails & web tickets based on departmental goals.

Receive and handle customer problem escalations and track them inn BMC Remedy Ticketing System.

Record events and problems and their resolution in logs. Follow-up and update customer status and information. Preparing weekly /daily reports for various support teams.

Knowledge Management: Scheduling trainings on Knowledge Transition for fellow team members if required. Creating, publishing, reviewing, and searching IT knowledge articles or KEDB documents, to provide service desk analysts with a knowledge base of easy-to-find solutions and give users self-service search options to help them resolve issues on their own using BMC Remedy Knowledge Management.

Preparing Daily dashboard and making presentations for reviewing on daily and monthly basis

Coordinating with the Team Leads in finding the Root cause analysis for the Problem Tickets

Troubleshooting - Provide first level troubleshooting for Server, Telephony, Local Area Network (LAN), Wide Area Network (WAN), Outlook mails and other System issues.

Install, configure, and support laptop software, hardware, printers, and communication devices.

Asset Management: Handled and Maintained the hardware & software Assets for the users in BMC Asset Management

Windows L1 Support: Creating/Managing shared Mailbox, Distributions List, and managed service accounts in Windows Server 2008 R2. Monitoring events for CPU, Memory Disk, and file system threshold. Create and Manage AD User Accounts using existing PowerShell scripts. Deploying Monthly software patches through Microsoft SCCM. Managing File Server (folder sharing & Permissions)

Incident & Problem Manager: (2013-2014)

Managed P1 Critical incidents related to IT Infrastructure Systems & Applications and drive them till closure.

Initiate and drive through Bridge calls for P1 Critical Incidents.

Determined and communicated escalation/resolution across service lines and IT leadership as appropriate.

Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.

Responsible for the daily production control meetings of major local and global incidents in assessing customer impact and awareness for reducing adverse business impact.

SLA Breach Analysis Report based on both Response and Resolution, ensuring to get the CAPA (Corrective & Preventive Action) from the resolver teams on timely basis and validate the same.

Preparing and presenting Weekly Deck’s and monthly PMR reports with directors and management

Contribute to Knowledge Management by documenting processes and procedures.

Doing Proactive and Reactive Problem Management, reviewing RCA provided by various technical teams. Creating, reviewing, and driving the problem till closure.

EDUCATIONAL BACKGROUND

Master of Science in Information Technology, Sikkim Manipal University, East Sikkim, India, 2013 – 2015

Bachelor of Science in Computer Technology, K.S.R College of Technology, Namakkal-India, 2008 – 2011

PROFESSIONAL CERTIFICATIONS & COURSES

Cognizant Internal Courses/ Certification

External Courses/ Certification

Process Space

MCTS (Microsoft Technology Specialist) from Microsoft

ITIL V3

Project Management Essentials from

Management and Strategy Institute

MS- Excel 2013

HR and Payroll Management certification from International Open Academy

Project & Operations Management Essentials.

Six Sigma Yellow Belt from 6SIGMAstudy

Contact this candidate