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Objective:
In pursuit of challenging assignments that would facilitate the maximum utilization and
application of my broad skills and expertise in making a positive difference to the organization
Certifications:
Tools Used:
Service Now
BMC Remedy (AOTS)
GPS
Business Direct
Business Objects
Professional Experience:
Work Profile 2 - Current Role: Change Control Manager in IT Service Management (From 1st July
2011 – Till Date)
Professional Summary:
1
Manage relationships and coordinate work between different teams (Like Manage
relationships and coordinate work between different teams at different locations) at
different locations
LAN/WAN/WLAN migrations,TTU’s,Patching prod-non proction servers, site closures,
Add Firewall rules,DHCP/DNS servers Administartion.
Experience in defining KPI, SLAs, Reporting, Escalation and Notification procedures
Experience in establishing service improvement plans and guide, monitor, report and track
Sop’s to closure
Receive, log and allocate a priority to all requests for change (RFC)
Single point of contact for all Planned and Scheduled Maintenance
Ensure all changes are properly documented, categorized, planned, tested, communicated
and the appropriate back-out plans are in place
Communicating the status to executives & other stakeholders internally & externally.
Trouble Ticket Management for the issue reported during the maintenance windows
including RCA/CAPs.
Involved in Post Implementation Review meetings for other than successful changes
Preparing reports for both internal management review and client review
Achievements:
Received 3 Spot and 2 Extra-Miler Awards for the excellence in production
Also received two I-Star awards for the financial years 2011-12, and 2014-15
Attended the Trainings “Networking, Problem Solving and Decision Making, Presentation
Skills”
Promoted as Process Specialist
Responsibilities:
Receive, log and allocate a priority to all requests for change (RFC)
Ensuring the change falls under Change Maintenance window
Make determinations during the change process regarding the change owner, scope of
impact, risk factor associated with each change
Ensuring teams SLA and other metrics are followed
Taking security and other teams approvals
Obtaining Approvals for the changes from Change Authority Board (CAB)
Convenes urgent or emergency changes to CAB/ECAB through email approvals
2
Approaching the CAB with updated details of the change through emails
Liaises with all necessary parties to coordinate change building, testing and
implementation, in accordance with schedules
Reviews all implemented changes to ensure that they have met their objectives; refers
back any that have been backed out or failed
Review all outstanding RFCs
Closing RFCs
Preparing weekly TAR Reports and hosting TAR meetings
Providing back end support
Trainer for new Joiners
Getting cross training
Identify problem areas in the process and take charge for process improvements
Work with team to generate solutions, facilitate team work and open communications
Work Profile 2 - Role: Incident Manager (From 23rd June 2009 to 30th June 2011) (2 Years 1 month)
Responsibilities:
Handling Incidents, Chair Bridge calls for effective coordination, incident resolution, service
restoration
Ensuring restoration of the normal business services at the earliest, thereby reducing the
impact on business
Driving all Bridge calls for service restoration, effective coordination, escalation, notification
and resolution. Cascade Major Incident notifications and notify business of any critical outages.
Provide information that allows support processes to be optimized ,thus ensuring that the best
possible levels of Service quality and availability are maintained
Worked closely with Incident Management team for reactively minimizing the impacts of
underlying Problems & resulting Incidents.
3
Work Profile 1 - Role: Loan originator (suncorp bank 2008-2009)
Suncorp is 5th largest Bank in Australia and deals in Banking and Insurance products. Data
entry is first stage in the process of Mortgage loans, where the agents completing Data entry
into Loan origination system from an application form received from Brokers and Lenders then
sending files to underwriters for Pre-Decisioning.
Educational Qualifications:
Graduation (B.Sc.): DNR College, Bhimavaram from Andhra University with 78.6%
Intermediate: Junior Modern College, Ramachandrapuram with 90.9%
SSC: APRS ZPH School, Bhupatipalem with 86.0%
Computer Skills:
Personal Details:
Declaration:
I hereby declare that the information given above is true to the best of my knowledge and belief.
Date :
Place : Signature