Joy Simon E E
IT Project Manager
Summary
Dynamic and team-oriented IT Project Manager with 9 years of experience in asset management, risk mitigation and project leadership. Innovative and driven with passion for delivering high-quality work. Detail-oriented and focused on maintaining organization and identifying opportunities for process improvements.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
IT Project Manager (Global Project Management Office)
Tata Consultancy Services
11.2022 - Current
- Proficient in managing project plans, organizing, and directing projects to ensure their completion on time, within budget, and scope
- Developed project management roadmap to define project objectives, timelines and milestones.
- Experienced in ITIL Change and Incident Management
- Skilled in preparing reports, sharing global communications and chairing meetings with stakeholders (Change Approval Boards and Project Status Meetings).
- Versatile in reviewing and approving Knowledge Based Articles and preparing PowerPoint (PPT) deck
- Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.
Project Manager : M&S
Tata Consultancy Services
11.2021 - 10.2022
- Effectively coordinated server builds, upgrades, and post-build activities
- Participated in Scrum calls and maintained a track record of server builds
- Proficient in Change Management across both Production and Development environments
- Skilled in JIRA and JIRA Algin (Epic, Feature, and Story)
Scrum Master : M&S
Tata Consultancy Services
11.2020 - 10.2021
- Managed and guided scrum team in creating a product roadmap, building the product backlog, conducting daily scrum meetings, planning sprints, overseeing sprints, managing sprint backlogs, reviewing sprint progress, and reflecting on sprints to deliver product increment.
- Proficient in tools like Jira, Confluence and to track dependencies in Jira.
- To chair a meetings with Product owners, TPM, Quarterly connects with internal and external stakeholders.
- Co-ordinate cross functional teams to produce product increment.
Escalation Manager : M&S
Tata Consultancy Services
11.2019 - 10.2020
- Team handling as an escalation manager, shift rostering, team's KPI merit, daily standup's, tickets audit, client facing BSP / ROST and managing team during peak period.
- Expert in tickets quality audits and sharing feedbacks to team members.
Service Desk Analyst : M&S
Tata Consultancy Services
11.2018 - 10.2019
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Experienced in attending MIM calls and focused on resolving the critical issues
- Proficient Knowledge in active directory to grant user access, extend user accounts expiration date and to add Active directory AD groups
- Handled and raised BMC remedy tickets for technical issues reported (Incidents, work orders and major incidents)
- Worked with third party vendors like Diebold Nixdorf, NCR and Microsoft to raised tickets and follow ups until resolution
Senior Process Associate
Sitel India Pvt Ltd
08.2017 - 11.2018
- Experienced in managing technical support requests via phone, email and online chat
- Proficient in troubleshooting issues, resolve them, and escalate them as needed
- Strong knowledge in technical support to international customers to log calls and create case notes
- Skilled in educating customers about products - AVG Antivirus and AVAST
- Achieved sales metrics by communicating product benefits to customers
- Offered alternative solutions to retain customers and achieved positive feedback surveys in stella connect
Client Partner Associate
Access Healthcare
08.2015 - 08.2017
- Account receivable (AR Caller) experienced in point of contact for patients, doctors and insurance companies regarding unpaid bills
- Collaborated with internal teams to resolve discrepancies and expedite claims processing for provider's office
- Skilled in maintaining detailed records of interactions and claim statuses
- Adhered to regulations and compliance standards in all communication and documentation
- Knowledge in working using software tool like Athena
Education
MBA - Operations Management
Anna University
Chennai, Tamil Nadu 04.2015 - 01.2018
Bachelor in Technology - Information Technology
Kings Engineering College
Chennai, Tamil Nadu 01.2011 - 01.2015
Skills
Client Relations
Certification
Project Management Essential Certified (PMEC)
Accomplishments
- Through efficient project management and teamwork, developed a detailed compliance dashboard for cross-functional teams.
- Developed a comprehensive dashboard to view team members' names, roles, and locations across various teams.
- Star Team Award
- Applause Award
- On the Spot Award
- Service & Commitment Award
Accomplishments
Awards
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Project Manager (Global Project Management Office)
Tata Consultancy Services
11.2022 - Current
Project Manager : M&S
Tata Consultancy Services
11.2021 - 10.2022
Scrum Master : M&S
Tata Consultancy Services
11.2020 - 10.2021
Escalation Manager : M&S
Tata Consultancy Services
11.2019 - 10.2020
Service Desk Analyst : M&S
Tata Consultancy Services
11.2018 - 10.2019
Senior Process Associate
Sitel India Pvt Ltd
08.2017 - 11.2018
Client Partner Associate
Access Healthcare
08.2015 - 08.2017
MBA - Operations Management
Anna University
04.2015 - 01.2018
Bachelor in Technology - Information Technology
Kings Engineering College
01.2011 - 01.2015
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