Dynamic Solutions Consultant with expertise in ITIL, SQL, and healthcare IT. Proven success optimizing service delivery, improving incident resolution, and driving cross-functional process enhancements in enterprise environments.
Overview
5
years of professional experience
Work History
Oracle Healthcare
Bengaluru
Solutions Consultant
04.2023 - Current
Job overview
Utilized BMC Remedy IT Service Management tool to manage IT incidents, service requests, and changes.
Ensured swift resolution of incidents to minimize business disruptions through effective incident management processes.
Conducted root cause analysis for significant incidents and executed corrective action plans.
Facilitated smooth transitions from testing to production during Go-Live Support phases.
Coordinated change management activities, including impact assessments and approval processes.
Classified changes as Standard, Normal, or Emergency to streamline workflows.
Implemented ITIL best practices to enhance IT service delivery and drive process improvements.
Leveraged SQL for database interaction, executing queries and generating comprehensive reports.
Implemented ITIL methodologies to improve incident resolution and maintain service quality standards.
Managed ITIL change processes to ensure seamless integration and minimize disruptions.
Implemented ITSM framework to enhance service management processes.
Ensure the post-implementation review (PIR) is conducted for high-impact changes.
Configure modules, workflows, alerts, and validations.
Test configurations and fix build-related issues.
Executed software builds to enhance application functionality and performance.
Novozymes South Asia Private Limited
Bengaluru
Application Analyst
03.2022 - 03.2023
Job overview
Company Overview: Novozymes provides biological solutions for various industries.
Investigated and resolved incidents reported by end users using the ITIL framework.
Managed the complete application lifecycle, including development, testing, and maintenance.
Executed User Acceptance Testing (UAT) to validate application functionality.
Conducted manual testing for application stability and performance.
Applied software patches, and implemented version upgrades.
Coordinated change management activities with stakeholders.
Collaborated with cross-functional teams to align technical solutions with business objectives.
Accenture
Bengaluru
Associate
03.2020 - 03.2022
Job overview
Conducted evaluations of telecommunication systems for Verizon to enhance operational performance.
Delivered technical support, resolving customer queries and minimizing service disruptions.
Managed over 30 ServiceNow tickets monthly to ensure timely issue resolution.
Led incident management process, achieving efficient resolution of critical incidents.
Implemented ITIL-based service management practices to improve service delivery efficiency.
Developed and maintained SLAs and OLAs with stakeholders to define service expectations.
Provided technical support to enhance user experience and resolve system issues efficiently.
Dataflow Private Limited
Noida
Manual Qa Tester
07.2019 - 12.2019
Job overview
Company Overview: Dataflow specializes in providing verification and background check services
Conducted manual testing to validate product functionality
Performed comprehensive regression testing to verify bug fixes
Logged, tracked, and managed defects using ITSM tools with JIRA
Write test cases, test scenarios, and test data.
Engaged in Agile/Scrum meetings, contributing insights and process improvement.
Collaborate with developers and business analysts.
Re-test fixed defects (retesting) and check for side effects (regression testing).
Log results and identify discrepancies or bugs.
Review and analyze software requirement documents.
Dataflow specializes in providing verification and background check services
Education
University
Greater Noida, UP
from Electrical and Electronics communications
Skills
Agile methodologies
Application lifecycle management
BMC Remedy and ServiceNow
Software patching
Source code management
Enterprise resource planning
ITIL framework
IT service management
JIRA
Change management
Root cause analysis
Manual and QA testing
Build automation
SAP solutions
Scrum practices
Software development lifecycle
SQL database management
Go-live support
User acceptance testing
VOIP technologies
Oracle Cloud services
Customer relationship management (CRM)
Cross-functional collaboration
Accomplishments
Got maximum surveys in a month on resolving client's request based on the issues.
Increased billable productivity by 10% at Oracle Healthcare through technical contributions.
Successfully managed major incident resolutions reducing downtime for clients at Accenture.
Improved billable productivity by 10% at Oracle Healthcare.
Managed over 30 ServiceNow tickets monthly resulting in faster resolution times.