Ashwini S

• ITIL, Agile and Scrum master trained professional with 13+ years of experience in IT industry.
• Holding graduate degree in Developing Leadership program held by University of Oakland.
• Strong management, analytical, problem solving and decision-making skills. Have experience of managing larger and multiple geography supporting team with proficient mentoring skills.
• Led and oversaw a team globally that provided support for Virtual Desktop Infrastructure (VDI), Citirx and Horizon.
• Expertise in end-to-end technical design, system analysis, architecture, production support & delivery of software applications.
• Coordinated documentation of business requirements and scoping of requirements across multiple business functional areas.
• Developed to-be business process flows, identified impact of implementation to these business process flows and coordinated review of detail design for business.
• Proficient in understanding needs of multiple stakeholders, evaluating & analyzing data and creating solutions.
• Possess excellent interpersonal, analytical and negotiation skills with proven track record of utilizing process-oriented approach towards accomplishment of organizational goals.
• Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
• Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
• Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
• Developed strategic growth plans to increase sales and deliveries across all locations.
• Supported customers via telephone, email and at sites to handle escalations and product concerns.
• Applied agile project management and agile transformation techniques to all Virtual desktop related projects.
• Served as primary point of contact for external clients with delivery issues, promoting maximum customer satisfaction metrics for each interaction.
• Integrated new technologies and best practices to improve delivery management.
• Transitioned 23 accounts to go live and received NPS score of 10 for all transitioned accounts.
• Drafted status reports for clients to illustrate ongoing accomplishments and reassure customers of compliance with planned milestones.
• Created and monitored compliance with delivery schedule milestones to support consistent progress toward internal goals.
• Accomplished multiple tasks within established timeframes.
• Cross-trained existing employees to maximize team agility and performance.
• Onboarded new employees with training and new hire documentation.
• Developed and maintained relationships with customers and suppliers through account development.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Maintained professional, organized, and safe environment for employees and patrons.
• Controlled costs to keep business operating within budget and increase profits.
• Developed and implemented business strategies to achieve business goals and stay competitive.
• Managed and motivated employees to be productive and engaged in work.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Launched quality assurance practices for each phase of development
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Met project deadlines without sacrificing build quality or workplace safety.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Developed systems and procedures to improve operational quality and team efficiency.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Analyzed and reported on key performance metrics to senior management.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Reduced operational risks while organizing data to forecast performance trends.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Interacted well with customers to build connections and nurture relationships.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Assisted in recruiting, hiring and training of team members.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Trained and guided team members to maintain high productivity and performance metrics.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Current Key Result Areas:

●Lead a team of IT professional to ensure smooth operation of mission critical enterprise system along with application and / or infrastructure issues on occurrence.

● Perform overall management of managed services: Service Delivery and operational deliverables covering IT infrastructure and software applications

● Work closely with Project Delivery teams to drive service delivery excellence

● Follow the ITIL Process in service and delivery management i.e. SLA Management, performance reviews and keep the service level up to 100%

● Participate in case triage meetings to share knowledge with Team and develop efficient customer solution.

● Work on Standardizing delivery processes within the team, execute with industry leading efficiency and Implement defect prevention processes. Track record of delivering process improvement initiatives

● Work across with multiple countries, culture, and time zones Perform & participate in Root cause analysis for major incident & outage for the accounts.

● Ensure continuous communication & coordination with client, Drives productivity in coordination with service lines.

● Work closely with business & operations leadership on planning projects and provide updates on the program.

● Drive and manage all aspects of project- project planning, requirement definition, risk management, communication and implementing planning.

● Develop and maintain productive working relationships with business functions, project stakeholders and senior leadership team.

● Drive resolution to key decisions and actions as necessary.

● Regularly monitor and measures program progress and utilize the project management framework to achieve program objectives.

● Accountable for providing time status update on program to all the stakeholders, customer and sponsors and ensure all the deliverables are implemented and met the customer expectation.

● Identify, recommend and implement the best practices in project/ program as and when its necessary as well as record the lesson learnt.

● Manage the project work plan (task, milestone) and identify and managed the resources within or across team Trained new staff on job duties, company policies, and safety procedures for rapid onboarding

• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Devised processes to boost long-term business success and increase profit levels.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Increased head count in India as well as globally and took team from 25 to 78 in one year.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Developed and maintained relationships with external vendors and suppliers.
• Increased profit by streamlining operations.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Developed and implemented strategies to maximize customer satisfaction.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Analyzed and reported on key performance metrics to senior management.
• Developed systems and procedures to improve operational quality and team efficiency.
• Partnered with vendors and suppliers to effectively manage and budget.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Trained and guided team members to maintain high productivity and performance metrics.
• Interacted well with customers to build connections and nurture relationships.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Supervised the creation of exciting merchandise displays to catch the attention of store customers.
• Reduced operational risks while organizing data to forecast performance trends.
• Reported issues to higher management with great detail.

• A team member with strong Analytical & problem solving skill, good communication skills, leadership ability.
• Work together with advanced teams (development, escalation etc) to provide best solution to customer.
• Follow ITIL Process in service and delivery management i.e. SLA Management, performance reviews and keep service level upto 100%
• Participate in case triage meetings to share knowledge with Team and develop efficient customer solution.
• Shadowing Global Delivery Framework which includes Standardize delivery processes globally , Execute with industry leading efficiency and Implement defect prevention processes
• Working across team of multiple countries, cultures and time-zones
• Track record of delivering process improvement initiatives
• Handling a Team of 32 and managing critical situation and resource alignment • Perform & participate in Root cause analysis for major incident & outage for the accounts.
• Performed quality control and monitored production efforts.
• Designed, implemented and assessed system maintenance, billing, cost efficiency and CRM measures within C&M environment.
• Recruited and trained 32 new employees in year.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Understand client requirements, business opportunity identification, guidance, support and closure, Own service quality for service provided by the delivery organization, Ensure continuous communication & coordination with client, Drives productivity in coordination with service lines, Ensure positive client satisfaction and client relationship is maintained for service delivery
• Maintained professional, organized, and safe environment for employees and patrons.
• Onboarded new employees with training and new hire documentation.
• Accomplished multiple tasks within established timeframes.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Improved marketing to attract new customers and promote business.
• Established team priorities, maintained schedules and monitored performance.
• Participated in many Client interaction calls and ensured products offered are showcased in right way.
• Strong Knowledge on Incident, Change & Problem Management.GDF concepts and MS Office