Summary

Overview

Work History

Education

Skills

Certification

Timeline

Contact

HAASHINI A. R

ITSM COORDINATOR

Madurai

Summary

Dynamic and results-oriented IT Service Management Coordinator with over nine years of experience optimizing service delivery processes. Proven ability to lead cross-functional teams to ensure seamless implementation and maintenance of effective service management practices. Expertise in the ITIL framework, incident management, change management, and problem resolution enables identification of improvement opportunities through meticulous analysis of service metrics. Exceptional communication and leadership skills facilitate collaboration with stakeholders at all levels, driving initiatives that enhance operational efficiency and achieve organizational objectives.

Overview

years of professional experience

Certifications

Languages

Work History

ITSM Coordinator

NCS India Pvt Ltd

01.2022 - Current

Led the Major Incident Management (MIM) process, coordinating cross-functional technical teams to restore critical services, resulting in a reduction in downtime.
Facilitated post-incident reviews, ensuring high-quality Root Cause Analysis (RCA) documentation, and tracking the implementation of permanent fixes.
Monitored incident queues to ensure tickets were categorized, prioritized, and assigned according to agreed-upon OLA/SLA targets.
Developed weekly and monthly service performance reports, providing leadership with visibility into volume trends, backlog health, and vendor performance.
Managed the Service Catalog, ensuring all IT services were accurately defined, updated, and accessible to end users.
Collaborated with Change and Problem Management teams to ensure a holistic approach to service stability and risk mitigation.

Business Associate

Cameo Inc

04.2019 - 12.2021

Lead generation
Achieving the organization monthly sales goals
Designing and running successful campaigns for clients to reach their target audience and achieve their goals

Business Development Executive

Food Buddies

05.2016 - 03.2019

Identify and research potential business opportunities, including new markets, partnerships, and growth areas.
Develop and maintain relationships with prospective clients, key decision-makers, and industry influencers to drive business growth.
Lead the sales process from prospecting and lead generation to negotiation and closing, ensuring alignment with company objectives and revenue targets.

Education

B.Tech -

IIFPT

Thanjavur

01-2016

Skills

Service Management: ITIL V4 Foundation Certificate

Ticketing Tool: Service Now & JIRA

Dashboards and Reporting: Power BI

Team Collaboration: Microsoft Teams

Documentation: SharePoint, Google Workspace

Workflow Management: Microsoft Power Automate

Cloud Platforms: Google Cloud Engineer