About
Highly accomplished IT Service Management Leader with over 3 years of progressive experience in driving operational excellence and efficiency across diverse IT environments. Proven expertise in ITIL methodologies, strategic planning, and process optimization, significantly reducing downtime by up to 50% and improving incident response times by 30%. Adept at leading cross-functional teams to implement impactful change, problem, and incident management strategies, resulting in enhanced system stability, improved customer satisfaction by 23%, and optimized service delivery.
Work
Prodapt Solutions Pvt Ltd
|Change and Problem Manager
Chennai, Tamil Nadu, India
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Summary
Currently leads IT change and problem management initiatives at Prodapt Solutions Pvt Ltd, focusing on process optimization and operational stability.
Highlights
Led Change Advisory Board (CAB) meetings, securing alignment with business objectives and minimizing operational disruptions.
Implemented a new change management process, reducing unauthorized changes by 30% and significantly improving system stability.
Collaborated with cross-functional teams to deploy problem management strategies, lowering recurring issues by 20% and enhancing customer satisfaction.
Prodapt Solutions UK Ltd
|Major Incident and Service Improvement Manager
Reading, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Managed major incidents and drove service improvement initiatives at Prodapt Solutions UK Ltd, enhancing operational performance and customer satisfaction.
Highlights
Increased performance scores by 50% through strategic report generation and identifying critical improvement areas.
Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents, enhancing service delivery.
Reduced incident response time by 30% by developing and implementing comprehensive incident management processes, incorporating proactive measures like system monitoring and capacity planning.
Prodapt Solutions UK Ltd
|Network Disaster Operations Manager
Reading, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Directed network disaster recovery operations at Prodapt Solutions UK Ltd, ensuring business continuity and system resilience.
Highlights
Architected and executed robust disaster recovery plans, ensuring a 50% downtime reduction during critical events.
Proactively identified network vulnerabilities through regular audits, implementing preventative security measures.
Led a 10-person network engineering team, driving a 20% improvement in incident response time through proactive troubleshooting.
Prodapt Solutions PVT Ltd
|Help desk and Application Support Specialist
Chennai, Tamil Nadu, India
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Summary
Provided comprehensive help desk and application support at Prodapt Solutions PVT Ltd, ensuring efficient resolution of service requests.
Highlights
Diagnosed service requests effectively using test scripts, personal expertise, and probing questions, ensuring accurate problem identification.
Proactively monitored and managed critical alerts, resulting in a 24% reduction in downtime and enhanced incident response SLAs.
Contributed to a 23% increase in customer satisfaction within the technical support area through efficient problem resolution.
Implemented a safety awareness program, reducing lost workdays and recordable incidents by 40, which further improved overall operational efficiency.
Secured an on-site opportunity within 6 months due to productive work and outstanding results, successfully fulfilling client requirements.
Education
JNTUA University
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Bachelor's
Computer Science
Awards
Best Employee Recognition Award
Awarded By
Valued Client
Recognized for achieving excellence and delivering outstanding results, as acknowledged by a valued client.
Best Team Player Award
Awarded By
Organization's Director
Honored by the organization's director for demonstrating exceptional teamwork and collaborative contributions.
Languages
English
Hindi
Telugu
Tamil
Certificates
Certified ITIL V4 Expert
Issued By
Not specified
Data Analytics Certification
Issued By
Cisco
Certified ServiceNow Change Adoption and Business Analyst Specialist
Issued By
Not specified
Java Basics Certification
Issued By
Ed-tech
Skills
IT Service Management
ITIL Expert, Incident Management, Change Management, Problem Management, ServiceNow Development, Continuous Process Improvement, Service Improvement Strategies.
Technical
Python, Exchange 0365, MS Suite, Monitoring Tools, Ticketing Tools, Technical Troubleshooting, Disaster Recovery.
Leadership & Collaboration
Stakeholder Management, Team Leadership, Cross-functional Collaboration, Multitasking, Problem-Solving.
Data & Analytics
Data Analysis, Strategic Reporting.
Operations
User Account Management, Operational Efficiency, System Stability, Preventative Security Measures.