Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
Generic
Anita Desale

Anita Desale

Bengaluru

Summary

ITIL Expert Certified with 15 years of experience in Incident Management, Problem Management, Event Management & Team Management. Expertise in managing high-severity incidents to ensure service availability with minimal delay and impact for ensuring smooth operations of business environments including IT System & Application. Recognized for developing a Support Team from scratch to a 7-member team in PRGX India, which led to good customer satisfaction and more clients for the product, from 72 clients to 120 clients. Created knowledge base documents for team members for troubleshooting various issues. Skills in spearheading project management activities right from requirement gathering stage till implementation and support. Proficient in defining service standards & guidelines that serve as benchmark for excellent service delivery, preparing & presenting various weekly/monthly MIS reports Acted as an escalation point for Incident Managers and ensured their bridging, including initiation of any necessary escalations and business impacting issues Self-driven, people-friendly, collaborative & approachable with strong interpersonal, analytical and problem-solving skills

Overview

15
15
years of professional experience
3
3
Certification

Work History

Sr. System Analyst

CSC Global
02.2024 - 05.2025
  • Managing incident, problem and change management process to address production issues
  • Implementation of new clients in Laserfiche application by following complete cycle of implementation starting from requirement, implementation in UAT environment, designing workflows and then final implementation in Prod environment.
  • Team Size: 5 Members
  • Key Result Areas:
  • Created all troubleshooting documentation and distributed it to team members and key stakeholders.
  • Conducted thorough systems analysis to identify areas for improvement, leading to increased efficiency across the organization.
  • Collaborated with cross-functional teams to develop and implement effective IT solutions for business needs.

Delivery Module Lead

Mphasis
09.2019 - 02.2024
  • Managing incident, problem and change management process to address production issues
  • Coordinating for internal & external staff to ensure that incidents are resolved prior to breach of service level targets and making reports to analyze the incidents
  • Managing a team of support delivery to provide 24/7 support to client and work as individual contributor as well.
  • Opening a MIM bridge and lead it through the end of the resolution of the issue.
  • Involved with different vendors for resolving issues on the bridge.
  • Appointed as an escalation point of contact for my team.
  • Worked on different monitoring tools like Dynatrace, Splunk, New Relic, Azure platform.
  • Managed ITSM processes to provide the streamline support
  • Maintaining service level and operations level agreement
  • Developing knowledge documents and training videos for team
  • Drafting weekly & monthly reports for the leadership team and doing sign-off on reports as Team Lead
  • Spearheading deployment through Jenkins tool and participating in release and change management
  • Conducting weekly meetings with team and discussing on open production issues, resources concerns, feedback and improvement areas for the team; conducting interviews for ITIL profiles
  • Team Size: 10 Members
  • Key Result Areas:

Application Support Lead (ITSM)

PRGX India Pvt. Ltd.
09.2015 - 08.2019
  • Managed the software implementation cycle from start to finish including requirements gathering, project configuration, internal testing, and user acceptance testing for multiple PRGX SaaS applications
  • Recovery Audit Domain
  • New client configuration is done on Laserfiche, users setup, access control, workflow configurations.
  • SQL database is used to find the user errors logs.
  • Client documents management through Laserfiche.
  • Monitored project deliverables through the generation, maintenance, distribution & communication of key project documents
  • Interfaced with clients to gain a thorough understanding of their business process to configure solutions to effectively meet their needs
  • Imparted training to the end user clients on product features, application best practices, as well as provided ongoing training and support
  • Resolved issues by interacting with different teams like Development, Infrastructure & DevOps Team
  • Worked as software tester for different products and conducted functional testing, regression testing, sanity testing
  • Prepared knowledge objects, process documents and SLA matrix, which streamlined to maximize the effectiveness and utility of each application system
  • Suggested automation for repetitive work and for user management activities so that client can improve the productivity
  • Implemented ITSM processes to provide the streamline support
  • Designed a document/template (with reference to ITIL – Service Strategy and Service Design) for requirements (resources, tools, documents) of new product support
  • Spearheaded implementation of processes for event, incident and problem management
  • Team Size: 4 Members; Reported to Director of the Organization
  • Key Result Areas:
  • Achieved service level agreements consistently by effectively managing workload among team members.
  • Conducted root cause analysis to identify recurring issues, implementing corrective actions to prevent future occurrences.
  • Contributed to project success by providing expert application support during all phases of implementation and rollout activities.
  • Increased team productivity by implementing best practices and standard operating procedures for application support tasks.

Sr. Technical Support Engineer

Mphasis - An HP Company
05.2013 - 11.2014
  • Worked in LIME process, provided application support & access to different application’s in LIME through active directory
  • Managed incident management, user access management
  • Spearheaded office administration, reports and returns, correspondence with higher authorities, allocation of duties, and coordinated between branches for smooth operations
  • Facilitated the recovery of all P1/P2 incidents with appropriate reporting and notifications to key stakeholders
  • Provided Caribbean support to LIME service provider and worked on different applications for providing application access to the employees
  • Liaised between departmental end-users, technical analysts, information technology analysts, consultants in the analysis, design, configuration and maintenance of case management systems to ensure optimal operational performance
  • Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
  • Maintained strong relationships with key clients through regular communication and personalized support strategies.

Technical Support Engineer

JPMorgan Chase
09.2010 - 04.2013
  • Proactively managed incidents to ensure minimal business impact, and initiate escalation procedure
  • Assisted clients on calls and followed up with them for any key issues
  • Ensured that all the incidents assigned are resolved within SLA and as per the issue
  • Maintained known errors database and incident workarounds
  • Worked on Active Directory Tool (AD), providing access to different profiles, roles and departments to the employees add/remove users, computers, & printers in Active Directory Create OU and grant rights from Active Directory add users or computers to distinct groups
  • Maintain ownership of incidents, ensuring status update and resolution according to SLAs
  • Project Handled: JPMorgan Chase
  • Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
  • Reduced ticket response time by automating routine tasks and optimizing workflows within the support team.
  • Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.

Manual Tester

Neo Interactives
08.2010 - 09.2010
  • Project Handled: HMS (Hospital Management System)
  • Improved software quality by meticulously executing manual test cases and identifying defects.
  • Maintained accurate documentation of all discovered bugs, ensuring efficient tracking and resolution throughout the development lifecycle.
  • Enhanced product performance by conducting thorough regression testing on each release.
  • Executed test scripts, logged defects and worked to resolve issues noted in testing process.
  • Collaborated with development team to diagnose and resolve software issues in a timely manner.

Education

BE - IT

Pune University
01.2009

Skills

  • ITIL certification holder

  • IT service management

  • Incident Management

  • Problem Management

  • Change Management

  • Team Management

  • Service level agreements

  • Application monitoring

  • Ticket management

  • Training documentation development

  • Troubleshooting documentation

  • Agile methodology

Certification

  • ITIL Foundation
  • ITIL Intermediate
  • ITIL Expert
  • ITIL 4 Foundation

Accomplishments

  • Acknowledged with Summit Award in 2021 for Showcasing exemplary performance
  • Received an award in 2019 for good team leadership skills during Covid time
  • Received Eagle Award in 2017 for good observation skills in project handling

Languages

English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)

Timeline

Sr. System Analyst

CSC Global
02.2024 - 05.2025

Delivery Module Lead

Mphasis
09.2019 - 02.2024

Application Support Lead (ITSM)

PRGX India Pvt. Ltd.
09.2015 - 08.2019

Sr. Technical Support Engineer

Mphasis - An HP Company
05.2013 - 11.2014

Technical Support Engineer

JPMorgan Chase
09.2010 - 04.2013

Manual Tester

Neo Interactives
08.2010 - 09.2010

BE - IT

Pune University

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