Pranvat Singh Mob: 443-***-**** Email: adyqgx@r.postjobfree.com www.linkedin.com/in/pranvat-singh

A confident Project Coordinator and certified Scrum Master with extensive knowledge in technology monitoring tools and priority incident recommendations. Focused on giving communities peace of mind with well-planned emergency and crisis response systems to meet all needs. Effective at facilitating communication and personnel management requirements. Enthusiastic professional with a background in analytics, troubleshooting, and leading effective resolution teams. Hands-on experience with ServiceNow.

Education:

Bachelor of Computer Science May 2009-Sept 2013 MDU, India

Masters in Information Systems Aug 2019-May 2021 University of Maryland Baltimore County

Skills:

Strategic Planning & Analysis

Business Development

Agile

ITIL

MS Office

SDLC

SLA

Customer Service Expert

Technical Issues Analysis

Conducting Investigations

Trend Analysis

Relationship Development

Team Building

Problem Resolution

Process Improvement

ServiceNow

Scrum

Work Experience:

OneWeb Technologies, VA November 2022- Present

Problem Manager

Conducting meetings for every priority issue for the RCA and working towards its resolution.

Coordinating with the technical teams and making sure KB articles are created wherever possible.

Leading and undertaking targeted operational risk events, including reviews of processes, event investigation, and write-ups.

Having regular calls with clients to check if the project meets expectations.

Managing and overseeing different client requests on creating and maintaining forms on ServiceNow.

Creating different reports like audit reports and monthly analysis reports directly used by higher management for decision making.

Infosys, NY August 2021-June 2022

Incident Manager

Conducting meetings for every priority issue for the RCA and working towards its resolution.

Coordinating with the technical teams and making sure KB articles are created wherever possible.

Leading and undertaking targeted operational risk events, including reviews of processes, event investigation, and write-ups.

Having regular calls with clients to check if the project meets expectations.

Managing and overseeing different client requests on creating and maintaining forms on ServiceNow.

Creating different reports like audit reports and monthly analysis reports directly used by higher management for decision making.

Training co-workers with the current process.

Zachary Piper Solutions (Livingston International), Virginia March 2021 – May 2021

DevOps Engineer

Used Agile methodology in the project, involved in weekly assessments.

Created CloudFormation templates for the resources used in the project.

Involved in designing and deploying the infrastructure on the cloud.

Involved in designing applications like EC2, S3, IAM.

HCL Technologies, Noida Aug 2016 – Aug 2019

Incident/Problem Manager

Followed Agile and Scrum framework to develop, deploy, and support end-to-end implementations.

Used Agile methodology in the project, involved in weekly assessments.

Exposed to ITIL framework and assisted in ITIL building within the department.

Led a team of 15 and worked on their performance matrices bi-weekly.

Reviewed lower severity issues and ensured proper focus was given to them.

Created daily and weekly staffing plans, roster creation for agents.

Ensured all escalations were handled effectively and timely.

Conducted weekly team meetings and team huddles to discuss process improvement plans and control effective execution of ongoing activities.

Oversaw and managed all major incidents for the project in the ServiceNow Tool.

Prepared and presented written communications, plans, reports, briefings, and briefing materials.

Managed the project's Incident management team for almost 2 years.

Monitored, tracked, and reported on the status of information requests related to

Completed follow-up reports for major incidents.

Used Agile Methodology to meet client requirements.

Resolved P1/P2 problems, improved operations, and provided exceptional client support.

Drove operational improvements that resulted in savings and improved profit margins.

Bharti Airtel, Noida, India June 2014 – August 2016

Incident Response Analyst

Maintained consistent communication with the leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.

Worked with the Service desk and the Remote Desktop support team in handling client issues.

Worked closely with clients, business users, testing team, and technical team to analyze technical constraints, issues, and risks.

Listened to customers' questions and concerns to provide answers or responses.

Provided on-call assistance for any dongle or 4G devices used by users.

Monitored systems in operation and input commands to troubleshoot areas such as networking.

Explained technical information in clear terms to non-technical individuals to promote better understanding.

Trained and supported end-users with software, hardware, and network standards and use processes.

Technical Skills:

Functional Skills: Strategic Planning and Analysis, Business Development, Data Analysis, Predictive Modeling, Workflow Analysis, Customer Service Expert, Technical Issues Analysis, Conducting Investigations, Trend Analysis, Relationship Development, Team Building, Problem Resolution, Process Improvement, Operations Management.

ITIL and CSM certified, KPI Reporting, Scrum, Agile, Process Improvement, Client Engagement, Project Management, and knowledge of ETL.

Languages, Databases, and Servers: Python, Java, MySQL, PL/SQL, MongoDB, AWS (EC2, S3, Snowflake, Redshift).

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