A dedicated professional with over a decade of experience managing IT service management platforms, leading projects, and improving service efficiency.
Applied ITSM best practices to improve service delivery, incident, and problem management.
Led multiple projects successfully, managing resources, timelines, and stakeholder expectations.
Managed and customized ServiceNow modules, dashboards, and workflows to optimize operational efficiency.
Enhanced user satisfaction through training, support, and proactive engagement strategies.
HCL TECHNOLOGIES
Implemented continuous improvement initiatives for IT Service Management, achieving a 30% increase in efficiency while ensuring cost-effectiveness., Supervised the health and performance of the ServiceNow platform, resulting in a 25% reduction in downtime incidents and enhanced user experience across services., Resolved technical issues through root cause analysis and preventive measures, decreasing recurring incidents by 40%, thus improving system reliability., Provided comprehensive user support and training sessions that improved user satisfaction ratings by 35%, fostering better engagement with IT services., Maintained accurate documentation of configurations and processes to ensure compliance with ITIL best practices, facilitating smoother audits and reviews., Assisted in troubleshooting patch management issues, leading to a 20% faster resolution time for system updates, enhancing operational uptime significantly., Customized reports and dashboards that tracked KPIs for IT asset management initiatives, enabling data-driven decision-making across teams effectively., Ensured adherence to Service Level Agreements (SLA) by managing workflows effectively, improving SLA compliance rates by 15% across all services.
WIPRO LIMITED
Managed cross-functional teams efficiently on IT Service Management projects, achieving a successful project completion rate exceeding 90%., Administered the ServiceNow platform daily, optimizing user access management which enhanced security compliance by 30% through rigorous controls., Maintained integrity across production environments through regular audits and updates of non-production instances to support robust operational standards., Monitored service desk performance regularly according to key performance indicators (KPI), reducing potential risks early and minimizing outages by 15%., Developed service catalog items with associated workflows that increased service request fulfillment rates by 40%, enhancing overall customer satisfaction metrics., Created dashboards reporting KPIs related to SLAs, which facilitated better monitoring of service delivery performance metrics for stakeholder review purposes.
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Led cross-functional teams and mentored junior staff, promoting high performance and morale.
WEST COMMUNICATIONS SERVICES
Mentored junior team members on project management methodologies within ITSM frameworks, leading to noticeable improvements in their project execution skills., Successfully managed multiple projects simultaneously while prioritizing tasks based on urgency; achieved an overall project success rate exceeding 95% within budget constraints., Coordinated cross-functional teams effectively resolving conflicts promptly; maintained a positive work environment, contributing to high team morale throughout projects., Monitored progress against set goals proactively; ensured timely delivery of all milestones meeting or exceeding client expectations consistently., Delivered exceptional customer satisfaction ratings above industry standards through proactive engagement, addressing client concerns promptly during the entire engagement lifecycle.
