HARSHITHA SHRAVYA
Bangalore
Summary
IT professional over 15+ years of experience. Pragmatic IT Delivery Management professional with a well-earned reputation for strong work ethic, approachability and consistent commitment to team leadership and innovation. Proven track record of successful program management, solid financial performance, executive and organizational leadership, ITIL based service management, transition, and transformation services. Adept at building strong relationships with global C-level management. Successfully delivers large complex infrastructure and application projects and solutions through expert leadership of cross-functional on-shore and off-shore support organizations. Proactively drives service level management to meet or exceed quality of service commitments.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
3
3
Languages
Work History
Delivery Lead
Ericsson India Global Services Pvt Ltd
11.2015 - Current
- Manage Customer Expectations - Maintaining positive relationships with customers & partners
- Identifying customer needs and overseeing service delivery within the business context
- Leading the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently
- Presenting weekly and monthly data in the governance call for process reviews and growth
- Handling escalation in timely manner with appropriate information regarding risk, action times, and root cause analysis
- Lead the team to provide customers with exceptional outcomes during times of customer needs and drive positive customer the outcomes
- Incident Management - Managing and driving Critical and high Impact Incidents to closure within SLA targets by following the appropriate Incident handling procedures
- Change Management - Supporting Change Management activity with the change manager in decisions for major changes
- Problem management – Driving root causes of incidents, any work around if available, and develop final solutions for known errors
- Engage in proactive problem management by analyzing trends or historical data of incidents and services
- End to End Handling of Knowledge Management Module
- Understand the trend of the Articles utilized and the need of the new Articles
- Responding to monitoring alerts and ticketing system queue taking proactive and reactive action to maintain stability of production, development, and testing environments
- Perform initial triage for Application (IAM, SDG,BNE)/Infra alerts
IT Analyst
STS International Inc.( Cameo Global,Inc)
12.2012 - 11.2015
- Provided L1 and L2 technical Support for CISCO internal employees (Global Support)
- Hands-on experience with Windows/Mac OS environments Troubleshooting common IT related issues such as OS, Outlook, Hardware, Network, Servers,VPN, Softoken, Password reset
- CISCO Router-871, 881, 891 series Configuration and Troubleshooting
- Configuring IP Phones and Softphones such as IP Communicator, CUCI-CISCO Unified Communication Integration
- Mobility issues related to Blackberry, IPhones, IPAD’s and Android enterprise email account configuration and troubleshooting
- Escalating and troubleshooting critical issues and engaging Escalation Desk Incident managers and other senior members of the support team for resolution / root cause analysis
- Worked closely with Cisco TAC teams to fix network related issues.
Lenovo IT Support Co-ordinator
Systech Services Ltd.
09.2011 - 12.2012
- Supported IBM clients in troubleshooting Laptop/Desktop hardware issues and re-directing field engineers if it is unresolved within SLA.
Service Co-ordinator
Digicomp complete solutions ltd.
03.2010 - 09.2011
- Responsible for installing and configuring computer systems/Projectors, diagnosing hardware/software faults and solving technical problems
Customer Support Officer
Mphasis an HP company
03.2008 - 05.2010
- Offered technical assistance to the clients via telephone/email/chat for hardware/software issues.
Education
Bachelors of Science -
National College, Basavanagudi, Bangalore University
01.2003 - 05.2007
12th Std - undefined
National College, Basavanagudi, Bangalore
01.2001 - 05.2003
10th Std - undefined
Vidyaniketan, Bangalore
01.2000 - 05.2001
Skills
Operating Systems: Windows, MAC OS, Linux
undefinedPersonal Information
- Father's Name: Narasimha Murthy
- Date of Birth: 08/12/85
- Gender: Female
- Nationality: Indian
Passport
M5569154
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and belief.
Timeline
Delivery Lead
Ericsson India Global Services Pvt Ltd
11.2015 - Current
IT Analyst
STS International Inc.( Cameo Global,Inc)
12.2012 - 11.2015
Lenovo IT Support Co-ordinator
Systech Services Ltd.
09.2011 - 12.2012
Service Co-ordinator
Digicomp complete solutions ltd.
03.2010 - 09.2011
Customer Support Officer
Mphasis an HP company
03.2008 - 05.2010
Bachelors of Science -
National College, Basavanagudi, Bangalore University
01.2003 - 05.2007
12th Std - undefined
National College, Basavanagudi, Bangalore
01.2001 - 05.2003
10th Std - undefined
Vidyaniketan, Bangalore
01.2000 - 05.2001
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