Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Hobbies and Interests
Websites
Accomplishments
Disclaimer
Timeline
Generic
Aruna T R

Aruna T R

Bengaluru

Summary

Dedicated IT professional with a total of 17 years of experience in the IT industry. Detail-oriented Supply Chain & Logistics professional with 9+ years of experience in Procurement, Inventory management, E-waste management, Vendor management and optimizing Logistics operations. Proven track record of reducing costs & improving efficiency through Strategic sourcing, Inventory optimization & data driven decision making.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Infra. Technology Specialist

Cognizant Technology Solutions
Bengaluru
04.2016 - Current
  • Management of Products which involves End user computing devices, Network devices, Servers from procurement till retirement which involves Planning, Acquisition, Allocation & Tracking, Maintenance & Compliance, E-waste disposal
  • Supply & Logistics management by analyzing the business requirement, making reliable forecast, demand planning, supply planning & collaborating with vendors, managing P's, Invoicing & delivering the products meeting business needs
  • Expertise in SAP ARIBA tools to raise PO, seek relevant approvals, monitor the lead time & closure of GRN following SEZ guidelines from the time products are ordered till delivered to premises
  • Vendor management arranging vendors for Forward logistics, Reverse logistics, Camouflage, reviewing the invoice & approvals for bill clearance, Gate pass management
  • Managing levels of approvals for service requests raised by categorizing the demand into standard and nonstandard products.
  • Enabling projects to meet strategic business outcomes by establishing connections with supply chain management.
  • Source and deploy released assets by performing refurbishment and camouflage to replenish inventory.
  • Utilization of ServiceNow for allocations, release, project remap, and remap of products.
  • Inventory management using in-house tools, maintaining store's hygiene, racking and stacking of assets, including efficient storage and retrieval systems, improving the efficiency of the assets, and avoids overstock or stockouts.
  • Governance of service requests, ARIBA, as per SLA and KPIs agreed upon and signed with stakeholders, focuses on enhanced customer centricity.
  • Managing the IUT process, lost and damage cases, and end-of-life assets.
  • People management ensures that business objectives are met on a daily basis, focusing on training and development, team collaboration, and managing attrition.
  • Comprehensive process documentation, such as process design, service request fulfillment deployment and effectiveness, organizational initiatives, floor management effectiveness, and facing governance audits along with senior leaders, ensures compliance is met.
  • Managing PAN India IT exit management, ensuring all IT products are recovered and managed, data wipe is performed, and ensuring data security is accurate.
  • Coordinating with users, projects, and customers for the accomplishment of targets, such as workstation setup.
  • Active participation in all automation and continuous service improvement.
  • Support business continuity services based on demand, and collaborate with key stakeholders.
  • Actively participating in projects and initiatives, and contributing to continuous service improvement.
  • E-waste management post-completion of DBAN, documentation, scanning, and recording the E-waste products, arranging vendors, and updating AMD records.

Senior Associate

Cognizant Technology Solutions
Bengaluru
04.2015 - 04.2016
  • Managing Data Centre operations like monitoring Incidents, SLA, KPI's, pending Incidents ageing Drive, Audits, Transfers between Tower based on platform like Unix, Servers like VM or Wintel, Storage, Backup
  • Conducting meetings & reviewing the Change request along with Technology Tower leads & ensure change is carried out as per ZOEF standards
  • Approving the change based on Description, Reason for change, Business Impact, Severity, Servers or VM on which change will be conducted, if email communications is sent to all stakeholders & necessary approvals are received for conducting the change, any cross-Tower dependency POC available during change window, Implementation Start & End time, Implementation Plan, Roll back plan
  • Post Implementation review on the success of change implementation and PIR checks are conducted post change and necessary artifacts are enclosed
  • Managing floor management effectiveness for entire DCS tower by publishing audit reports on pending incidents, worklog updates, status update as per audit standards
  • Change Management

Senior Executive at IMG Service Desk

Wipro Infotech Private Limited
Bengaluru
05.2011 - 03.2015
  • Handling Service Desk with a team of 45 members with user base of around 145000 employees spread across the globe
  • Managing ACD services, Broad casting, Email monitoring, Critical service monitoring via messaging services, emails & automated calls
  • Service Request Fulfillment request management by allocating the request to engineers
  • Escalating & providing timely updates to all stakeholders & customers on the critical outbreak of services
  • In-depth knowledge in Incident management, prioritizing the incidents based on impact, urgency & alignment of technical team for resolving user concerns
  • Recruiting, Training and Planning tenure management of contract and core employees
  • Preparing MIS report daily, weekly, monthly and handling entire service operations
  • Tracking the individual and Team performance and ensuring team meets the business KPI’s
  • Single point of contact on all End user computing, support, queries and on escalations
  • Coordinating with domain team in getting the technical issues addressed and ensure all the users are supported within SLA
  • Front ending the Governance Audits along with senior leaders
  • Monthly review with customers on the SLA and KPI’s
  • Technical knowledge on Direct Access, VPN access, Configuration and Troubleshooting of O365 mailbox, IE troubleshooting, Printer configuration, Unified Blue coat, Installation of software’s.
  • Basic knowledge on AD attributes, SAP attributes, DL creation, Adding and removing of members to DL, GP ID creation, Mail throttling policy, setting non-SAP ID to never expiry, Display name change on LDAP
  • Role: Senior Executive at IMG Service Desk

Team Leader for IMG Service Desk

Wipro Info tech Private Limited
Bengaluru
05.2010 - 05.2011
  • Preparing Daily, Monthly reports and monitoring all the activities carried out in service desk.
  • Good in Excel formulas like v-lookup, freeze panes, custom filter, arranging data, pivot tables, charts etc.
  • Planning, organizing and coming up with action plans to meet the team SLA.
  • Owning escalation mails, interacting with users & technical team & owning the resolution of the issues
  • Monitoring day-to-day activities of 40 Engineers on daily basis.
  • Making Helpline Announcement on major outages to all stakeholders, IT managers, and all domain leads.
  • Managing Critical service monitoring by sending timely updates to stakeholders like leaders, technical team, customers & end-users on the outbreak of services
  • To ensure that Abandon Call Rate at the Service desk is less than 1%, AHT is less than 2mins 30secs, ASA is less than 13secs.
  • Managing Broadcast team by coordinating for necessary approvals from HR SPOC, BU head, Divisional heads & circulating broadcast emails to intended users
  • Role: Team Leader for IMG Service Desk

Contractor

Tech pool Info Solutions (Deployed in Wipro InfoTech)
Bengaluru
10.2007 - 05.2010
  • To provide a Single Point of Contact for all Wipro employees to avail technical support across the Globe
  • Assigning Incidents based on impact, urgency & nature of incidents to the technical team within SLA
  • Analyze & allocate Service request fulfillment to hardware & software asset team
  • Replying to the E-mails from Users / Clients / Analysts, etc.
  • Escalating to the Managers for any Major incidents.
  • Making wish updates on time for S0 calls and escalating to all Heads and application owners
  • Mail escalation to the Managers/Clients for any Major incidents and also follow-ups will be sent till the closure of the call
  • Resetting or unlocking of AD password post user verification
  • Creating or Logging calls on behalf of the users if they are having problem in logging into Network / Laptop/ Desktop/Mails / Internet / Intranet/Software and others

Education

BCOM -

Malleshwaram Ladies association
Bengaluru
06.2007

PU -

Malleshwaram Ladies Association
Bengaluru
05.2004

SSLC -

Standard English School
Bengaluru
03.2002

Skills

  • Supply chain management
  • Inventory Optimization
  • Demand Forecasting
  • Vendor management
  • Procurement management
  • SAP ARIBA/ERP systems
  • ServiceNow utilization
  • Customer service
  • Process documentation
  • Service request management
  • Excellent communication
  • Analytical thinking
  • Governance compliance
  • Interpersonal skills
  • MS Office tools

Certification

  • ITL Foundation Certificate, EXIN
  • July 2011

Languages

Kannada, English

References

  • Sandeep, Chowdary, SandeepChowdary.Meka@cognizant.com, 9121289567, Cognizant Technology Private Solutions
  • Chaitra, U, Chaithra.U@cognizant.com, 8971153475, Cognizant Technology Solutions Private Limited

Hobbies and Interests

Dancing, Gym, listening to music, at times reading books

Accomplishments

  • Bagged many awards like Best Lead, Top performer, Best Associate, Above & beyond performer & so on
  • Enabled auto assignment for Incidents raised by users based on the key words updated in the summary of incidents ensuring 95% accuracy in auto assignment, reducing allocation TAT & optimizing the resources
  • Automated ACD routing system ensuring voice calls are equally distributed, greetings are enabled call recordings are done, & voice announcement are done during outbreaks of services easing service desk operations with real time data on call duration, ASA time, call abandonment & recordings
  • Automated IT clearance process for Exit users holding no IT assets by integrating clearance automation app with AMD database enhancing user experience & optimizing the resources
  • Driven Dual asset recovery project & enabled users to comply with Organization policy of one user one asset meeting ST compliance metrics which saved one time procurement cost of $12K
  • Played vital role in migrating Remedy to Service Now performed UAT test for 32 catalogs fixing 32K entitlement error
  • Enabled IVR automation for Release process enhancement to capture user response before initiating vendor recovery resulting in annualized savings of $3K

Disclaimer

I hereby declare that the details furnished above are true and correct to the best of my knowledge Place: Bengaluru

Timeline

Infra. Technology Specialist

Cognizant Technology Solutions
04.2016 - Current

Senior Associate

Cognizant Technology Solutions
04.2015 - 04.2016

Senior Executive at IMG Service Desk

Wipro Infotech Private Limited
05.2011 - 03.2015

Team Leader for IMG Service Desk

Wipro Info tech Private Limited
05.2010 - 05.2011

Contractor

Tech pool Info Solutions (Deployed in Wipro InfoTech)
10.2007 - 05.2010

BCOM -

Malleshwaram Ladies association

PU -

Malleshwaram Ladies Association

SSLC -

Standard English School

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Aruna T R