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
Chennai, Tamil Nadu
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
Chennai, Tamil Nadu
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
Chennai, Tamil Nadu
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
Chennai, Tamil Nadu
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
Chennai, Tamil Nadu
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
Chennai, Tamil Nadu
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
Chennai, Tamil Nadu
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
Requirements Gathering
Mergers and acquisitions knowledge
Risk Management
Project Scheduling
Stakeholder Management
Project Management
IT Infrastructure Management
Scrum Framework
Stakeholder Communications
Change Management
Incident Management
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