Summary
Overview
Work History
Education
Skills
Affiliations
References
Work Availability
Timeline
Receptionist
Hemlata Pardeshi

Hemlata Pardeshi

IT Professional
Pune,Maharashtra

Summary

  • Ready for a new position where attention to detail and a wide knowledge of technology can be utilized. Results-driven Service Delivery Manager known for high productivity and efficient task completion.
  • Specialize in strategic planning, client relationship management, and process optimization to ensure smooth service delivery. Excel in leadership, communication, and problem-solving skills, enabling successful team collaboration and customer satisfaction.
  • Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

13
13
years of professional experience

Work History

Service Delivery Manager |PMO

Bajaj Allianz Life Insurance
Pune
01.2022 - Current
  • Managed communications between internal teams and external customers regarding product updates or changes in services offered.
  • Monitored team performance, identified areas for improvement, and provided feedback and coaching.
  • Coordinated activities between departments to ensure smooth service delivery process.
  • Championed customer service excellence, instilling a client-focused culture within the team.
  • Collaborated with internal teams to develop best practices for service delivery processes.
  • Negotiated contracts with vendors to ensure cost-effectiveness of services provided.
  • Created reports on service delivery metrics, such as response time, resolution rate.
  • Established relationships with external stakeholders to support service delivery operations.
  • Conducted regular meetings with customers to discuss their requirements and expectations.
  • Resolved escalated customer issues in a timely manner according to established procedures.
  • Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
  • Developed operational policies and procedures related to service delivery management.
  • Collaborated with business executives to discuss and understand IT problems negatively affecting operations.

Senior Technical Support Specialist

Raw Engineering
Mumbai
01.2021 - 01.2022
  • Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
  • Developed scripts to automate routine tasks and processes.
  • Created knowledge base documents for frequently asked questions.
  • Tested new products prior to their release into production environment.
  • Collaborated with stakeholders from different business units when necessary.

Technical Support Engineer

Tech Mahindra
Pune
07.2019 - 01.2020
  • Performed root cause analysis for application issues and developed solutions to prevent future occurrences.
  • Provided technical guidance on system upgrades, enhancements, and patching activities.
  • Developed automation scripts using shell scripting languages to improve the efficiency of operations.
  • Analyzed customer data to identify areas of improvement for the migration process.
  • Developed and documented detailed test plans, test cases and scripts for various migration projects.
  • Implemented structured procedures to manage, monitor and track all aspects of data migrations.

Sr Technical Support Manager

Amdocs
06.2011 - 07.2019
  • Ensuring service solutions are operable, recoverable and maintainable and are transitioned into service with the minimal disruption
  • Leadership and oversight of the Configuration and Release Management across the function
  • Accountable and in control of Changes and Releases to the Prod environment and ensuring the integrity and stability
  • Provide clear and concise communication of Change and Release issues and risks to relevant stakeholders across the organization, including pre and Post implementation reviews
  • Ensure appropriate governance, assurance and risk management is in place in order to protect integrity and stability of services, including upgrade and rollback procedures
  • Ensuring that releases are properly assessed, approved and released successfully into the operational environment
  • Ensure that adequate testing has been carried out on all relevant releases before they are deployed to prod, to include that all back out plans have been checked and approved and resources are available to carry out any changes
  • Support the Incident and Problem Management processes to ensure that fixes and changes are applied to the Production environment safely and in a controlled manner.

Education

MSc in Computing Science -

Dublin
Ireland
12.2009

Bachelor of Computer Engineering -

NMU
India
12.2006

Skills

  • Solutions Development
  • Operations Support
  • Client Relationship Management
  • Workload Management
  • Incident Management
  • Mentoring and training
  • Project Implementation
  • Client Relationships

Affiliations

  • Consistent performer and RNR winner multiple times
  • Team Leader in extra curriculum activities
  • Member of Emergency Rescue team of Floor.

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Service Delivery Manager |PMO

Bajaj Allianz Life Insurance
01.2022 - Current

Senior Technical Support Specialist

Raw Engineering
01.2021 - 01.2022

Technical Support Engineer

Tech Mahindra
07.2019 - 01.2020

Sr Technical Support Manager

Amdocs
06.2011 - 07.2019

MSc in Computing Science -

Dublin

Bachelor of Computer Engineering -

NMU

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