Neha Sharma

Product: Portal for McDonald's

• Domain: SCCM, ServiceNow, Azure, PowerShell
• This was a user interface integrated with System Center Configuration Manager (SCCM), Service-cafe for automated deployments.
• Responsibilities -
• Developing Product Plans and Timelines
• Coordinating and Leading Product Teams
• Managing Product Budgets
• Communicating with Stakeholders
• Identifying and Addressing Product Risks
• Ensuring Compliance with Regulations and Standards
• Managing Product Documentation

Product: Internal Tool for Program Management

• Domain: PowerApps, Node.js, MongoDB, JIRA
• This is a resource management as well as program management tool with project reporting capabilities from JIRA and Time logging feature.
• Responsibilities -
• Resource Management - Planning, allocation, scheduling, resource types including time, raw materials, human resources, machinery, equipment, and financial resources.
• Program Management - Risk, Quality control, Change management, Stakeholder communication, Reporting
• Internal Product Management - Product Knowledge and Alignment with OKRs

Project: Operations Dashboard for McDonald's

• Domain: PowerBi, ServiceCafe
• Leveraging Power BI integration and data pulled from ServiceNow, this dashboard provides real-time insights into key performance indicators (KPIs) and operational metrics across various domains such as Azure, AWS, and Vulnerability Management.
• Responsibilities -
• Developing Project Plans and Timelines
• Coordinating and Leading Project Teams
• Managing Project Budgets
• Communicating with Stakeholders
• Identifying and Addressing Project Risks
• Ensuring Compliance with Regulations and Standards
• Managing Project Documentation

Project: BuildIT University

• Domain: Wordpress
• Responsibilities -
• Led the end-to-end development of the BuildIT University website, ensuring alignment with project goals, scope, and timeline.
• Collaborated with cross-functional teams (e.g., developers, designers, content creators) to define project requirements and deliverables.
• Managed project risks, identified dependencies, and created detailed project plans.
• Oversaw the creation of educational content for the website, including articles, videos, and interactive materials.
• Ensured content quality, accuracy, and alignment with the managed service provider’s brand and messaging.
• Coordinated with subject matter experts to develop relevant and engaging content.
• Facilitated regular status meetings with stakeholders to provide updates on project progress, address concerns, and gather feedback.
• Maintained open communication channels with team members, executives, and external partners.
• Implemented rigorous testing processes to validate website functionality, usability, and performance.
• Addressed any issues promptly and worked closely with the development team to resolve bugs.
• Developed training materials and conducted workshops to onboard users (both internal and external) to the BuildIT University platform.
• Supported users during the transition phase, addressing questions and ensuring a smooth adoption process.
• Established key performance indicators (KPIs) to measure the success of the website.
• Analyzed user engagement data, tracked metrics, and provided regular reports to stakeholders.
• Other Work:
• Managed Campaigns per the business requirements for services like webinars, newsletters, email programs, training programs, onsite events, lead nurturing, lead scoring, etc.
• Worked with the team to ensure that customer requirements are fulfilled for trainings and project timelines are met.
• Worked with the sales team and technical team on competency mapping & interview scheduling.
• Coordinating with Trainers & Engineers to help them schedule and attend trainings respectively.
• Took care of all the event data and leads in the company database and followed up with the sales team to make sure every lead was being followed up.
• Interpreted data, analyzed results using statistical techniques, and provided ongoing reports.
• Knowledge of automation tools like Hubspot & MindMatrix.
• Knowledge of RMM tool – ConnectWise, Contact Science
• Responsible for creating Dashboards for different departments in HubSpot.

• Handled Back-end Team for assistance on CRM designed for the support associates for process development.
• Handled, Prepared and Shared CRM data with reporting managers.
• Handled and Solved queries and issues received from the clients related to process and CRM.
• Co-ordinated with clients to check if the data collected is accurate. Evaluated the process performance and examined them with client requirements.
• Published the daily, weekly, and monthly QC and data report for the process.
• Maintained and set up Quality control documentation and Quality control procedures.
• Monitored performance by collecting relevant information and prepared statistical reports.
• Determined relevant quality associated training requirements and delivering training.

• Responded to customer requests via support calls for information and support on products, services, and company information.
• Supported Users for any issues on Airtel Internet devices and applications that they work on.
• Discussed with other Team members on various issues which are more complex to keep them up to date.
• Also handled escalations from front line support and helped them to grow up and match the learning curve.
• Provided support to the new hires in team and trained them through the work environment and applications to handle diverse situations.