Bhagyasree H
Bangalore
Summary
Overall, 4+ years of experience. with highly organized independent and self-motivated, able to effectively coordinate tasks to accomplish projects with timeliness and creativity.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Executive
NTT Data Pvt Ltd
Bangalore
11.2023 - Current
- Handling compliance assessment for Tier 1 BFSI and Healthcare Clients.
- Preparation of ECA audit planner for respective engagements for the financial year.
- Preparing deliveries for external audits by assessing their current state and supporting them to achieve desired state.
- Gap analysis, sharing recommendations, and identifying risk remediation methodologies by tracking the risks and supporting risk treatment activities.
- Leading different compliance and audit testing programs and supporting successful completion of various external compliance certification programs and internal compliance assessments.
- Worked on endtoend InternalAudits, ISO27001physicalsecurity audits, Process audits and Privacy assessments.
- Developed a loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Mentored team members to enhance professional development and accountability in the workplace.
- Risk Assessment to support the performance of Line of Business.
- Awareness Training Campaigns and maintaining Risk Register.
Service Desk Analyst
Wissen Infotech Private Ltd
06.2021 - 05.2023
- Good understanding of ITIL Principles
- The Support Engineer with Queue Management responsibilities is a critical role in ensuring all customers are supported by the right engineer at the right time
- The main responsibilities are to: Monitor income volumes and triage service requests to appropriate owners based on their skills and on the business priorities, taking customers' needs and other urgency into consideration
- Manage stakeholders' escalations and setting expectations, Support engineers with case related operational activities such as engaging other teams
- Point of contact regarding supportability and team availability for collaborations
- Ensure all team related processes are maintained up to date and sharing feedback on tool improvement opportunities
- Sets up administrator and service accounts
- Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution
- Responsible for the effective implementation of the process 'Service Desk, Incident Management and problem management' and carries out the respective reporting procedure
- Experience trouble shooting Outlook, MS office products like MS power point, MS teams MS excel, VDI, Sharepoint, GlobalProtect, VPN, LAN, SCCM Installing and uninstalling software, BitLocker key recovery
- Managing Incidents to achieve targeted SLAs
- Providing technical assistance to field engineers
- 2nd level escalation and follow-up for the same
Service Desk Analyst
Cognizant
01.2021 - 05.2021
- Responsible for the effective implementation of the process 'Service Desk Incident Management and problem management' and carries out the respective reporting procedure
- Manage major incidents, up to agree upon severity level
- Ensure timely and accurate client communications during an incident
- Highly experienced in tracking and reporting on specific projects and assumed deadlines
- Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions
- Taking the ownership of the ticket for End-to-End timely resolution
- Identify & pursue opportunities for continuous improvement
- Experience trouble shooting Outlook, MS office products like MS power point, MS teams MS excel, VDI, Sharepoint, GlobalProtect, VPN, LAN, SCCM, BitLocker key recovery
- Handling software installation, uninstallation, extending the licensing
- Resolved technical issues by determining root cause and creating solutions and / or work arounds
- Providing technical assistance to field engineers
- Acts as the point of contact and escalation for support groups and internal businesses during recovery of major incidents
Service Desk Analyst
Vodafone Shared Service Limited
02.2018 - 11.2018
- Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution
- Providing access and roles to the new/existing employees
- Closely communicating with GRC team for specific role assignment
- Responsible for the effective implementation of the process 'Service Desk, Incident Management and problem management' and carries out the respective reporting procedure
- Manage major incidents, up to agree upon severity level
- Ensure timely and accurate client communications during an incident
- Worked with project team members, clients, and vendors to coordinate activities, provisioning, environment setup, installation, and integration testing
- Highly experienced in tracking and reporting on specific projects and assumed deadlines
- Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions
- Identify & pursue opportunities for continuous improvement
- Providing technical assistance to field engineers
- Acts as the point of contact and escalation for support groups and internal businesses during recovery of major incidents
- Key responsibility as an SAP UAM Co-Ordinator:
- Reviewed Major Incidents and Problem Records, along with Corrective Actions, work to resolve with owners
- Investigated, identified, and understood what happened and found solutions for recurring trends of incidents
- Created RFCs if needed to prevent the recurrence of incidents or testing for replication of problems across multiple systems
- Analyzing issues with existing discovery deployments, analyse and resolve the same
- Support Senior Management by providing or contributing to periodic reports and presentations
- Adopt a culture of continual process improvement and best practice within region, with regional peers in global forums, to ensure processes and tools are effective
- Resolved technical issues by determining root cause and creating solutions and / or work arounds
- Proactively addressed and solved pain points and issues with the infrastructure
Education
MCA -
VTU BITM
BCA -
Gulbarga University, Veerashaiva College
Skills
- Risk Management, GDPR, PCIDSS, ISMS
- ISMS ISO 27001- 2022 Auditor, Implementation, Internal & External audits
- Information security practices
- Incident Management, Problem Solving, Strategic Thinking
- Microsoft Excel
- Service NOW
- ITSM- IT Management IT Service & Support for Infrastructure
- ITIL Certified
- CERTIFIED SCRUM MASTER (CSM)
Guestlecturer
Smt.ASM Woman's degree college Ballari, 05/2014 - 05/2017, C-programming, SE, Computer networks, Database management system, Data communication
Personal Information
- Date of Birth: 10/05/90
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
- Kannada
- English
- Hindi
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Languages
Kannada
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Certification
- ITIL
- Certified Scrum Master (CSM)
Timeline
Executive
NTT Data Pvt Ltd
11.2023 - Current
Service Desk Analyst
Wissen Infotech Private Ltd
06.2021 - 05.2023
Service Desk Analyst
Cognizant
01.2021 - 05.2021
Service Desk Analyst
Vodafone Shared Service Limited
02.2018 - 11.2018
- ITIL
- Certified Scrum Master (CSM)
MCA -
VTU BITM
BCA -
Gulbarga University, Veerashaiva College
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