Naresh Kumar Askani
Hyderabad
Summary
IT professional with 8.8 years of experience in technical support and PMO, specializing in incident and vendor management. Demonstrated expertise in user support for COTS applications, improving operational efficiency and coordinating cross-regional teams. Proficient in Microsoft Office and SQL, consistently driving enhancements in service delivery and application management.
Overview
9
9
years of professional experience
Work History
Technical Support Lead
Warner Brothers Discovery
05.2024 - Current
- Currently I’m supporting 42 applications spread across UK,US and Tokyo region with lot P1/P2 Ticket handling
- The Ticket Management will help the organizational conversation to resolve the issues easy by coordinating with different teams and involving in technical issues and resolving
- I was involved in Galaxy Tour Retail Billing issues where to solve the complex problem
- I was responsible to make sure all the Galaxy Applications and Security Applications, Finance Apps up and running before Business hours start
- I was responsible to perform regular reconciliations between LOB systems and SAP system
- Need to support all functional level and Finance related issues for these applications
- Need to coordinate with vendor and explain the requirements of clients and deploy the same in production
- We follow Change, Problem managements, Incident Management process
- Weekly interaction with CRMs to have a plan on going and add if any new coming up
- Was responsible for to perform the Application validations and deploy the codes to productions during any upgradations or enhancements
- Was responsible for the Data Privacy requests for respective applications
- Every quarter was responsible to perform User Access Review for all the applications and take the necessary actions
- Was responsible for remote assistance for the Tours and Security Applications for any network issue or device issue
PMO, Tools Administration and OPS Lead
Warner Brothers Discovery
09.2017 - 05.2024
- Involved in On-Boarding and Off-Boarding process in client specified application
- Involved in creating various reports as per the client and project requirement
- Involved in creating SO as per the project demands and follow up till the closure
- Raising the various request for resources from the client end
- Interacting with the client for providing client system access for resources
- Maintaining internal tools as per the account requirement
- Raising of space requests & tracking them to closure
- Creating reports for incidents received on daily, weekly and monthly basis
- Manage issues as they occur providing appropriate vetting of severity of issues and performing the required management of high impacting severity issues as agreed in Incident management process and Service Level Agreement
- Review incidents for their severity and impact and ensure that appropriate focus is given on basis of priority
- Create incident related performance analysis and reporting for review by IT management
- Ensure proper escalations procedures are followed and correct support teams are engaged
- Performing analysis on data to create target actionable items and implement it with Service desk to pace the incident management process
- Creating reports, executive summary for client and management on daily, weekly and monthly basis
- Producing incident management report, management information for current status of incidents and defining next course of actions
- Communicating with Vendors/ third party suppliers to accomplish resolution SLA for vendor management
- Reviewing efficiency and impact of incident management process in achieving defined SLA’s
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
PMO Associate Consultant
Becton Dickinson USA
02.2016 - 08.2017
- Resource management - Playing a major role in staffing, creating SO and follow-up and close tagging of resources
- On-Boarding new resource joined in project; ensure all the On-Boarding formalities are completed
- Ensure Off-Boarding formalities are completed as per the policies and procedures
- Space management – Forecasting space requirement in the project as per the demand
- Point of contact for queries and information for resource in project Level
- Ensure project related documentation, reports and plans are accurate and complete
- Interact with different stakeholders and all personnel to enable the PMO to provide support including facilitation, tracking and reporting on projects, and training if required
- Create process documentations and PPT document as required by the stake holders
- Roster Management
- Logistic Management for the entire project
- Ensure proper distribution of activities within the team and provide trainings and support required to the new member in the team
- Access Management in project specific SharePoint
- Creating PO and follow-up till closure of the same
- Support to Management during Client visit
- Project Duration: 18 Months
Education
B.Tech - ECE
JNTU-H
01.2014
Skills
- User Support for COTS Applications
- Incident management
- Vendor management
- Microsoft Office
Awardsrecognition
- Rising Star of H2, 2019
- Key Contributor in Team, 2021
- Best Team Player of H1, 2022
- Account Security lead of Q1, 2023
Timeline
Technical Support Lead
Warner Brothers Discovery
05.2024 - Current
PMO, Tools Administration and OPS Lead
Warner Brothers Discovery
09.2017 - 05.2024
PMO Associate Consultant
Becton Dickinson USA
02.2016 - 08.2017
B.Tech - ECE
JNTU-H
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