Service Delivery Project Manager
Resume:
SWATHI
BARKI
swathibarki***@gmail.c
om
Mesa, AZ 85210
Technical Project Manager with total 7 years of experience owning all stages of lifecycle to deliver projects that exceed expectations on time and on budget. Seeking greater responsibility as project manager for Motive, where my experience will drive client-facing projects.
PROFESSIONAL SUMMARY
WALMART - Project Manager
Bangalore, KA • 07/2021 - 08/2022
INTELLISWIFT SOFTWARE, Inc(Client-Walmart) - Team
Lead
Bangalore, KA • 07/2019 - 06/2021
WORK HISTORY
Monitor and manage StoreOps, NetworkOps, Ecom,
Compute and Merchant functions to ensure good service
•
Maintain high performance levels for service-related processes, and implementing improvement activities wherever necessary
•
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective
communication between stakeholders for post-incident reviews and RCA's
•
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
•
Developing a deep understanding of projects to gain insights into the scope of service delivery
•
Taking accountability for service delivery performance, meeting customer expectations, and driving future
demand
•
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
•
Worked collaboratively and partnered with different departments to ensure that efforts to maintain customer
•
SKILLS
• Project Management
Scrum Master Certified -
Agile Methadologies
•
Software Development Life
Cycle(SDLC)
•
Project Management
Software(Jira,Tableau,Gith
ub)
•
Data Analysis - MSFT, Excel,
Project, Power Point
•
Problem Solving - ITIL V3
Certified, ITSM, Problem
Management, RCA, Service
Delivery, Business Model
•
Ticketing Tool -
ServiceNow, Remedy, Jira
•
Managing Revenue
Projections
•
CRM Tools - Salesforce,
Zendesk
•
Shridevi Institute of
Engineering And Technology
Tumkur,KA • 06/2014
EDUCATION
Bachelor of Engineering
Technology: Electrical,
Electronics And
Communications Engineering
Awarded Winner for
technical symposium at
Akshaya Institute of
Technology, HMSIT and
GMIT.
•
Extracurricular Activities:
Played VTU Blues twice in
National Level Field Hockey
Champions
•
Thesis: "“Wireless
intelligent automatic billing
trolley for shopping malls
using Zigbee” was awarded
one of the best project in
2014 by SIET college.
•
HCL TECHNOLOGIES - Specialist
Bangalore, KA • 02/2017 - 02/2019
satisfaction are consistent
Create quarterly goals for the associates and ensure they have met
•
To create shift roasters and approve leaves on day to day process
•
• Assign tasks on daily routine
Build/Generate weekly/monthly reports about the
project progress and take necessary improvement actions
•
To ensure all the P1 & P2 incidents are address on timely manner as per the SLA
•
To oversee recruitment, hiring, and training of new employees for the project
•
Coordinate and manage the Problem Management
process activities across the global factory and with external suppliers to agreed global and local SLAs
•
To monitor the bridge calls with multiple technical teams until the issue is resolved and provide action plans on various stages
•
Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent
service experiences
•
Assists the Problem Management Global and Regional Process Owners in driving Service management
best-practice and ITIL process standardization
•
Initiating and managing the Escalations/Notifications from specific tools
•
• To review and approve the Knowledge Articles and SOPS Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
•
When necessary, launch new initiatives and projects that improve upon support-related processes to enhance
customer journey fruitful
•
Critical Incident Management (P1/P2), Initiating Bridge Calls with multiple technical teams
•
Engaging HCL and Client teams on a bridge call until issue is resolved
•
Initiate & Manage text notifications to MOD (Manager on Duty) from Client on all P1 after receiving confirmation from MOD
•
• Review documentation for new or changed procedures IMS HEALTH - Escalation Engineer
Bangalore, KA • 11/2014 - 01/2017
specific to Incident Management Process
Be proactive in communicating the process
improvements to the Shift Leads
•
Escalate to the Operational Team Lead, or Shift Leader out of hours, for assistance if unable or unlikely to bring an incident to its closure in the required time due to process breakdown
•
Makes sure Incidents are communicated to the
appropriate End-user, and within the Internal Account Team & Customer Stake holders
•
• Have been on on-call support
Proficient in handling escalated calls and providing level 1 and level 2 technical support to end users
•
• Proficient in handling level 2 chat technical support Experience in installation of Windows, configuration, technical troubleshooting on operating systems such as Windows 10, Windows 8/8.1, Windows 7, Windows Vista, Windows XP & Mac OS
•
Microsoft Outlook, Outlook configuration, backup,
troubleshooting
•
Installation of Microsoft Office products and
troubleshooting
•
Configuring network file sharing, Home Group and
troubleshooting
•
Installation & Configuration of Network printers & Scanner and its basic level of troubleshooting
•
Assist end users with online peripherals such as Microsoft Outlook.com, OneDrive, OneNote and recovery of data using dedicated tools provided by Microsoft
•
Analyze error reports in Windows to isolate faulty modules and fix it using patches available from front-end or back-end
•
Participated in multiple reality shows in Dancing
Passionate by Singing
National Level Hockey Player. Played Junior India once HOBBIES - DANCING, SINGING, PLAYING
HOCKEY
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