Lakshmi Karri
Bangalore
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Delivery Manager
General Data Tech
Bengaluru
06.2022 - Current
- Ensured compliance with Service Level Agreements (SLAs) for managing incidents, changes, and service requests, as outlined in the Statement of Work (SOW).
- Coordinated with cross-functional teams to ensure timely resolution of incidents, and effective implementation of changes.
- Monitored SLA adherence and implemented strategies to improve service delivery performance.
- Reviewed pending incidents, changes, and service requests in collaboration with team leads and relevant engineers to ensure timely action and resolution.
- Identified recurring issues and initiated the creation of problem records to address root causes, and prevent future incidents.
- Collaborated closely with Level 3 and Level 4 support teams to analyze and resolve complex technical problems
- Prepared and delivered reports to the customer within specified timelines, as outlined in the Statements of Work.
- Conducted regular Operational Review meetings with customers to assess service performance, address concerns, and discuss improvement opportunities
- Presented key metrics, progress updates, and action plans to ensure alignment with customer expectations
- Ensure the creation and effective management of Major Incident Management for P1 incidents, maintaining smooth incident resolution processes.
- Ensure timely submission of MIM Root Cause Analysis reports to Customer Experience Managers and Service Delivery Managers.
- Regularly review and maintain the Customer Risk Register, ensuring updates align with customer needs and risk mitigation strategies
- Collaborating with senior engineers L2 and L3 to keep Runbooks and Operations Manuals up to date for streamlined operations.
- Ensuring engineers have appropriate access to customer devices while conducting monthly NOC Level 1 meetings for Knowledge Base, process, and incident handling updates
- Ensured timely and accurate updates of tickets according to priority levels, maintaining service quality, and customer satisfaction.
- Conducting Hypercare Daily Review Status Updates, and manage the Action Tracker to oversee incident resolution and continuous improvement.
Business Coordinator
Inflow Technologies Pvt Ltd
Bengaluru
09.2021 - 05.2022
- Creating quote manually CCW-R
- Validating the quotes as per the SLA provided by Cisco
- Quote creation for regular requirements from the business development managers / partners
- Creating pricing quotations (Margin + Discounts) and sharing with BDM
- Loading order on time and Cisco database and raising cases in Cisco if order gets struck
- Resolving partner queries by interacting with them and respective cross functional teams
- Actively involved in training new hires, preparing training plans and sharing score cards to managers
- Working with account managers to fix the price and discount related issues
- Responsible for circulating daily pending reports
- Trained in preparing minutes of meeting and sharing across teams
Sr. Process Executive
Infosys BPO Ltd
07.2018 - 09.2021
- SID and BID Change and Creation: Create site id where and which the product will be utilized in CCW-R tool
- Contract to contract Move: Moving products/site or whole contract from source to target contract as per customer requirement
- Terminating products and Services: Terminating products or services on a contract
- Serial Number Swap: Replacement of new serial number for old serial number
- Adding Products/Services: Adding products to a contract through CCW-R tool
Education
Bachelor of Arts - B.Com (Computers)
S.K.S.D Mahila Kalasala
Tanuku05.2018
Intermediate - CSE
S.K.S.D Mahila Kalasala
04.2015
SSC -
Z.P High School
04.2012
Skills
- Ability to work in a fast-paced, dynamic environment
- Adapt to different day and night shifts as needed
- Ability to generate reports on network performance, utilization, and incidents
- Teamwork and collaboration
- Cross-functional coordination
- Conducting vulnerability assessments
- Effective verbal and written communication skills
- Root cause analysis
Accomplishments
- Achieved Ramp Award for maintaining 100% Quality and Spot Award for maintaining 100% Productivity.
- Received appreciations from clients for patch management work and provided high quality work.
Father'sname
Baburao Karri
Personal Information
- Date of Birth: 11/26/96
- Gender: Female
- Nationality: Indian
Keycompetenciesandskills
- Conducting security vulnerability assessments.
- Effective verbal and written communication skills to articulate technical concepts to both technical and non-technical stakeholders.
- Root cause analysis and implementing preventive measures to minimize network downtime.
- Providing responsive support and timely resolution of network-related issues.
Tools
Windows, Linux, Microsoft Outlook, Word, OneNote, Google Docs, SharePoint, SAP, Science Logic, Service Now, Nectar, Prognosis, Okta, Keeper, Workday, Cradle Point
Languages
Telugu
First Language
English
Proficient (C2)
C2
Kannada
Intermediate (B1)
B1
Declaration
I do hereby declare that all the furnished statements are true, correct and complete to the best of my knowledge and belief.
Timeline
Delivery Manager
General Data Tech
06.2022 - Current
Business Coordinator
Inflow Technologies Pvt Ltd
09.2021 - 05.2022
Sr. Process Executive
Infosys BPO Ltd
07.2018 - 09.2021
Bachelor of Arts - B.Com (Computers)
S.K.S.D Mahila Kalasala
Intermediate - CSE
S.K.S.D Mahila Kalasala
SSC -
Z.P High School
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