Girishma N

• Actively preparing for upcoming projects in the areas of Internet, MPLS, SDWAN, and Voice technologies (Avaya, Genesys).
• Gaining hands-on experience and knowledge in project planning, implementation, and testing for IT infrastructure projects.
• Proficient in using project management tools such as Excel, PowerPoint, Visio, MS Project Plan, and others to track progress and manage project timelines.
• Preparing to manage and collaborate with global clients in regions like the US, UK, AUS, ME, and APAC.
• Understanding LAN infrastructure, including switches, firewalls, and routers, as part of network management.
• Familiarizing with ITIL framework, creating reports, and analyzing service requests/incidents to resolve issues and meet SLA targets.
• Gaining knowledge of tools used in capacity and availability management, and participating in incident handling for network-related and system-related issues.
• Training in Asset Management & IT Supplier Management to effectively manage resources and maintain supplier relationships.

• Governed monthly IT maintenance and release windows, meticulously managing release schedules and minimizing operational downtime to maximize service availability.
• Spearheaded the management of Change, Problem, Incident, and Asset Management processes, driving continuous improvement to enhance operational efficiency and service reliability.
• Managed cross-functional teams, fostering a collaborative environment for optimum performance and results.
• Strategized and coordinated annual Disaster Recovery Drills, reinforcing organizational resilience and ensuring preparedness for business continuity.
• Enhanced infrastructure efficiency by implementing innovative project management strategies and methodologies.
• Conducted thorough compliance assessments and audits, delivering comprehensive artifacts to ensure adherence to internal and regulatory standards.
• Managed vulnerability identification, risk assessments, and mitigation strategies within IT infrastructure, ensuring robust security measures and adherence to regulatory requirements.
• Championed Service Improvement Plans that resulted in measurable cost savings, enhanced service quality, and optimized client satisfaction.

• Managed ITIL Processes, ensuring compliance and effective support for client IT infrastructures.
• Handled the Change, Problem, Incident, and Asset Management processes, ensuring efficient execution and continuous improvement.
• Facilitated communication between technical teams and business stakeholders to ensure clear understanding of requirements and expectations from both sides.
• Coordinated closely with vendors to manage software licenses, hardware maintenance contracts, and other third-party service agreements in line with company needs.
• Conducted regular audits of ITSM processes to ensure compliance with internal policies and industry standards.

• Facilitated and chaired all investigation activities, meetings, and conference calls.
• Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
• Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
• Demonstrated proficiency in ITIL concepts and utilized ServiceNow for ticketing and reporting.
• Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.

● Troubleshoot technical issues via phone and ticketing systems, particularly Salesforce.

● Communicated effectively with staff and partners regarding reported issues.

● Logged and documented incidents using ticketing tools.

● Prepared technical documentation and conducted training sessions on various applications.

● Managed high-end client tickets, resolving them within stipulated timelines.