Administrative Assistant Ii

SAABIRAH DESAI, MBA, MPM, SFC

ITSM / ITIL* Change and Release Management Professional

P

(614)

***-****

E

********.*****@*****.***

A

Columbus, Ohio 43236

W

www.linkedin.com/in/saabirah-desai-mba-mpm-sfc-62507a16

PROFILE

SPECIFIC YEAR EXPERIENCE:

ITSM Change Management – 7 Years

ITSM Release Management – 6 Years

Customer Support – 8 Years

I T Incident Management – 3 Years

I T Problem Management – 3 Years

Project Management – 8 Years

Experienced ITSM / ITIL4 Change and Release Manager with 8 years of expertise. Proven outcomes in enhancing IT service management, delivering quality products, and mitigating risks to ensure business continuity. Consistently meets or exceeds monthly SLA governance and KPI metrics.

SOFT SKILLS

Excellent Communicator: Verbal and Written

Excellent Customer Service skills

Excellent Organizational skills

Excellent Analytical and Problem-Solving

Excellent Business Acumen / Avid Learner

Cross Functional team building relationships

Passionate in teaching and learning new concepts and processes.

Demonstrated leadership skills.

Excellent mindfulness and time management.

Ability to multi-task projects

Detailed oriented.

SOFTWARE

Azure Develops

BMC Remedy

Bugzilla

Confluence

Microsoft Suite

Microsoft Visio

Octopus Deploy

Power BI

SAP & Integrated Application – 2 years

SCM

Service Now – Washington and Xanadu versions

Splunk Enterprise

Version One

EDUCATION

DeVry University / Keller Graduate School of Management –

Columbus, Ohio

●Master of Project Management

●Master of Business Administration, concentration on International Business

HONORS

Dean’s list – Every semester of undergraduate studies

- Magna Cum Laude

Graduated Graduate School with a GPA of 3.63 on a 4.0 scale.

Inductee of Alpha Sigma Lambda & Delta Epsilon Iota Honor Societies; member of FBLA (Future Business Leaders of America) / Phi Beta Lambda

EXPERIENCE

Bob Evans Foods

I.T. Operations Analyst

New Albany, Ohio November 2024 – March 2025

Facilitated daily CAB (Change Advisory Board) meetings for collaborative Change discussions.

Oversaw Major Incident (P1 & P2) processes to minimize downtime and restore systems / applications for efficient business continuity.

Participated in the annual Disaster Recovery Simulation.

Created and published internal and external communications to mitigate risks and unforeseen incidents.

Developed I.T. processes to enhance end-user knowledge.

Consistently met or exceeded KPI metrics, improving monthly metrics by 3% - 5%.

Developed and oversaw E2E Problem Management meetings using Ishikawa processes for Root Cause Analysis.

Assisted in creating agility infrastructure processes within ServiceNow.

Worked collaboratively with multiple cross-functional teams for awareness and appropriate resource availability for each implementation.

Fiserv, Inc.

Lead I.T. Change Manager & Release Manager

Dublin, Ohio July 2018 – February 2024

●Knowledgeable of Agile ITSM & ITIL4 practices and processes

●Reviewed multiple DevOps artifacts for completeness and release readiness and adherence to the Release Schedule

●Monitored CI/CD processes of Release Management for tracking and version control and risk mitigation

●Engaged with the multiple Release Management teams (i.e., DevOps, Perf Lab, Regression) and C-Level and D-Level management.

●Managed software reviews for backlog and defects within JIRA, Confluence, Power BI and ServiceNow applications.

●Utilized the Splunk tool to review and monitor the respective data by the DevOps team to ensure release requirements complete and accurate to mitigate release risk

●Managed Service Level Agreements (SLA’s) and key performance indicators (KPI’s)

●Reviewed all Changes designated for Major Release to mitigate Risk and Impacts before various stages of Deployment.

●Facilitator for Change Approval Board (CAB) meetings, ensuring submitted information is correct and following standard operating policies and procedures to obtain Leadership approvals for internal and external audits.

●Created ad-hoc Key Performance indicators (KPI) reports for Leadership and Collaborative Partners; this includes interactive ServiceNow dashboards. With improvements of 5% of multiple monthly metrics

●Responsible for the end-to-end 360 communications as it relates to implementation process improvements which include training end-users on new implementations or organizational changes.

●Ability to effectively multi-task independently and/or as a team

●Utilized the ServiceNow CMDB to ensure accuracy of Incident, Problem, and Change Management processes.

IQOR, Inc.

Project Coordinator

New Albany, Ohio April 2015 – July 2018

●Produced the formatting and running of daily data analyses for all site Agents using advanced Excel 2013 data-mining techniques.

●Performed creating and running ad-hoc audit reports for Leadership; performed audits on capitalized equipment.

●Work in conjunction with the Site Manager to ensure the safety and security of the site.

●Provide Tier 1 level troubleshooting to Metro PCS Mobile Authorized Dealers and/or customers for network connectivity, software issues, or billing issues; if necessary, escalate to Tier 2.

●Educated both Dealers and Customers about Metro PCS’ products.

●Ability to de-escalate calls and obtain customer confidence.

Contact this candidate