Gouri Ashok
Kakkanad,Kerala
Summary
IT Service Professional over 16+ years of cross-cultural experience in Quality, Service Management, Security and Monitoring. ITIL V4 certified, Knowledge in Lean & Six Sigma concepts, Problem Management, Incident Management and Change Management. Having knowledge in monitoring tools, configuration management concepts and networking. Familiar with installation, configuration, administration and troubleshooting of windows operating system and client server infrastructure. A keen learner with ability to work under pressure and meet deadlines. Possess strong communication and inter-personal skills.
Overview
16
16
years of professional experience
Work History
Lead Data Analyst
Kyndryl
09.2021 - Current
- Company Overview: Kyndryl is the world's largest provider of IT infrastructure services serving thousands of enterprises users in different countries
- Working closely with different global teams of clients in compute services to understand their processes and identify improvement projects
- Create audit questionnaire and quality frameworks and review them periodically
- Finding the improvement areas and working with the team on creating the action items and rectification plans
- Reducing repeat errors in Change management, problem management areas and incident creation reduction
- Reviewing the process documents on the changes made and working with the knowledge management team to create knowledge articles which will help the technical teams aware of the process change
- Create weekly, monthly & quarterly reports based on the data and publish with the Prior group
- Reviewing the reports of team members making sure that the quality is set to the standard
- Kyndryl is the world's largest provider of IT infrastructure services serving thousands of enterprises users in different countries
Senior Quality Analyst
IBM India Private Limited
04.2021 - 08.2021
- Company Overview: IBM (International Business Machines Corporation) involved in hardware, middleware, software industries
- IBM is one of the leading providers of hosting and consulting services
- Working closely with different global teams of clients in compute services to understand their processes and identify improvement projects
- Doing Service management audits to monitor the progress made by the improvement initiatives and report to management
- Reducing the Incident creation
- Reviewing the process documents on the changes made and working with the knowledge management team to create knowledge articles which will help the technical teams aware of the process change
- Create weekly, monthly & quarterly reports based on the data and publish with the Prior group
- Reviewing the reports of team members making sure that the quality is set to the standard
- IBM (International Business Machines Corporation) involved in hardware, middleware, software industries
- IBM is one of the leading providers of hosting and consulting services
Senior Quality Analyst, Portfolio Consultant, Problem Manager, Event Monitoring Team Lead - Enterprise Service Management
Ernst & Young
10.2010 - 04.2021
- Company Overview: Ernst & Young is one of the world's leading professional services organizations helping companies across the globe to identify and capitalize on business opportunities
- Assigned to EUTX and Tax portfolio
- Assigned to work on the quality audit of Open problem cases and its effectiveness
- Coordinating the Priority 2 and Priority 3 problem cases for Root Cause Identification and Fix implementation
- Work on proactive problem cases
- Working with Incident Management team on the quality audit of the Priority 1 and 2 cases and the PIR activities assigned
- Aligned to EUTX portfolio and single point of contact from Enterprise Service Management
- Doing the Monthly production review
- Coordinating the Priority 1 and Priority 2 Problem cases for Root Cause Analysis
- Identify Improvement projects and work closely with the teams to drive those
- Monitor their progress and scope
- Working with teams to create the Operations Manual
- Working closely with different global teams within EY (IT, Assurance, Tax etc) to understand their processes and identify improvement projects
- Create weekly, monthly & quarterly reports based on the data and publish with the Prior group
- Initiate Improvement projects and monitor their progress and scope
- Update the progress and improvement to respective teams
- Coordinate between different teams to follow the same Quality Standards
- Ernst & Young is one of the world's leading professional services organizations helping companies across the globe to identify and capitalize on business opportunities
Remote Support Engineer
IBM India Private Ltd
11.2008 - 10.2010
- Providing Level 1.5 IT support for IBM India employees
- Managing the incidents which will occur in the IT infrastructure and maintaining the agreed upon SLA with the customer (IBM Business Units)
- In depth knowledge on LOTUS NOTES like Installation, Configuration and Trouble shooting in Lotus notes version 7, 8 & 8.5
- Installation and troubleshooting of IBM chat interface Same time Connect
- Managing the tickets transferred to the next support team using IBM TIVOLI (citrix) software tool
- Configuring and Troubleshooting Think vantage Wireless connection and VPN clients like AT&T and Lotus Mobile connect applications
- Handling issues related to VoIP, Network related issues; Windows based trouble shooting
- Monitoring system security with Symantec client Security and Workstation Security Tool (WST)
- Having experience in resetting the AT&T VPN passwords
- Identifying the exact problem and coordinating with respective support teams for resolutions to maintain the SLA
- Managing the tickets transferred to the next support team by closing the tickets within SLA and maintaining customer satisfaction
Education
BE - Electronics And Telecommunications Engineering
07.2008
High School Diploma -
05.2003
Skills
ITIL, Service Management Concepts
- Incident Management, Problem Management, Change Management
- Monitoring, Networking, NNMi, SCOM
- Power BI, Tableau, Spotfire, Minitab 15/16, NNMi, SC
Timeline
Lead Data Analyst - Kyndryl
09.2021 - Current
Senior Quality Analyst - IBM India Private Limited
04.2021 - 08.2021
Senior Quality Analyst, Portfolio Consultant, Problem Manager, Event Monitoring Team Lead - Enterprise Service Management - Ernst & Young
10.2010 - 04.2021
Remote Support Engineer - IBM India Private Ltd
11.2008 - 10.2010
Bangalore College of Engineering And Technology - BE, Electronics And Telecommunications Engineering
Syrian Jacobite Public School - High School Diploma,
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