Charu Resume Dec 2014
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Page 1 Email: [email protected] Mobile: 0451 042 626 Charu Sharma Senior Business Analyst / Service Desk Manager Summary ITIL Certified, Six Sigma (Green Belt), Graduate in Information Technology with over 6 years of experience in a wide spectrum of activities such as Process Analysis, Operations and Functional Analysis, Resource Management, Access Management, Service / Change Management & Quality Assurance Excellent communication, interpersonal, organizational, and negotiation skills to foster productive relationships with a diverse range of internal and external stakeholders. Involved in developing and creating an Infrastructure Service Transition Framework across multiple projects High level proficiency in information solution design, development and knowledge of the service development lifecycle Experience Senior Business Analyst / Service Desk Manager at Tata Consultancy Services September 2010 - Present Key Projects ESI (Express Scripts Holding) – Health Care Zimmer Business Solution – Health Care Commonwealth Games - Sports Maersk – Shipping Volkswagen - Manufacturing Lead a team of service desk team leads Drives continuous improvement to quantitatively and qualitative improve costs, quality, and service
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Transcript of Charu Resume Dec 2014
Page1
Email: [email protected]: 0451 042 626
Charu SharmaSenior Business Analyst / Service Desk Manager
Summary
ITIL Certified, Six Sigma (Green Belt), Graduate in Information Technology with over 6 years of experience in a wide spectrum of activities such as Process Analysis, Operations and Functional Analysis, Resource Management, Access Management, Service / Change Management & Quality Assurance
Excellent communication, interpersonal, organizational, and negotiation skills to foster productive relationships with a diverse range of internal and external stakeholders.
Involved in developing and creating an Infrastructure Service Transition Framework across multiple projects
High level proficiency in information solution design, development and knowledge of the service development lifecycle
Experience
Senior Business Analyst / Service Desk Manager at Tata Consultancy ServicesSeptember 2010 - Present
Key Projects
ESI (Express Scripts Holding) – Health CareZimmer Business Solution – Health CareCommonwealth Games - SportsMaersk – ShippingVolkswagen - Manufacturing
Lead a team of service desk team leads Drives continuous improvement to quantitatively and qualitative improve costs, quality, and service Train and educate the organization / client and implement continuous improvement Lean Six Sigma
methodology Provide strategic leadership and tactical planning for service delivery operations Managed the deployment of the IT Service Management processes Handled Incident, Problem and Configuration management Responsible for ensuring deliverables meet client specifications End to end transition involvement Billing and time sheet compliance Daily, weekly and monthly reporting Highlight requirement of knowledge transfer sessions & training requirements. Due diligence activities Conduction of training sessions for new employees, including creating plans and framework Tracked projects and ensured regulatory guidelines are met for all processes
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Email: [email protected]: 0451 042 626
Understand and highlight the ITIL processes of Incident, Problem, Event, Capacity and ensure they are correctly documented
Review the outcomes of the Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction [Post Transition Review]
Ensure that lessons learnt and best practices are taken forward and implemented Regularly report on the transition status Highlight Risks to transition and environment in a timely manner. Supporting infrastructure and security services to enable the efficient, effective and secure delivery of
technology solutions. Create Service Management Plans and Operational Guides based on ITIL Facilitate the Requirements document for new streams of activities Hand hold and train new members of the team with the processes. Managed end to end requirements gathering process with clients Workshop with all stakeholders to develop “To Be” processes Lead sessions with delivery teams to ensure outcomes are achieved successfully Incident, Problem, Change & Knowledge Management
Previous Work Experience Summary
HCLTechnical Team Lead, IT Service DeskE-Trade Project – Financial Sep 2008 – July 2010
Experience with various applications including Remedy, MAC, Active Directory, Remote Desktop, RSA Tokens, SCOM (Server Monitoring Tool), Outlook
Familiar with SQL Query Writing Troubleshoot on various issues like runtime error in data files, hardware issues, Windows error, Outlook
error, Server error, Internet browser issues etc. ITIL framework implementation & adherence Process Minimizing escalations, SLA compliance, Process Compliance, Service improvement plans. Mentoring & coaching team members Managing escalation cases through to conclusion through utilization of problem solving skills & customer
communication Providing on call support Responsible for report preparation / presentation to senior management
WiproInbound Resolution SpecialistDell Project – Information TechnologyMarch 2007 – Sep 2008
Technical / Customer Support for global clients Responsible for creation of weekly / monthly reports Given Team Leadership responsibility due to performance Training & Mentoring of staff including new joiners Proven dispute resolution skills
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Email: [email protected]: 0451 042 626
Adhering to SLA objectives by exceeding individual KPI’s Working collaboratively with internal teams to provide timely resolutions
Skills Summary
Process Management Service Desk Transition ITIL Certified Six Sigma (Green Belt) Service Delivery Service Management Documentation Infrastructure Requirements Gathering Stakeholder Management Project Delivery Service Process Improvement Incident Management Major Incident Management Knowledge Management Knowledge Transfer Change Management Problem Management Business Requirements Resource Management
Contact Details
Email: [email protected]: +61 451 042 626
