Hi, I’m
Nisha Nalawade
Project Manager
Mumbai,MH
Summary
Overall experience of almost 15 years in the field of Information Technology. Sound knowledge of Project Management, IT operations, Service desk management, Desktop support, Incident management, Change management & ITIL Life cycle. Experience with NetSuite, Service now Led end-to-end project delivery while ensuring effective risk identification, mitigation, and control. Managed project plans, timelines, dependencies, and resources across cross-functional teams. Maintained risk registers, RAID logs, and escalation mechanisms to minimize delivery impact. Coordinated with stakeholders, vendors, and leadership for transparent communication and governance. Ensured compliance with PMO standards, audits, and organizational risk frameworks. Delivered projects on time by proactively managing issues, changes, and business risks.
Efficient Project Manager with solid track record in managing project timelines and budgets, ensuring seamless execution. Successfully coordinated cross-functional teams to deliver projects on schedule and within scope. Demonstrated expertise in resource allocation and risk management. Project management professional prepared to drive project success through effective planning and team coordination. Proven ability to streamline processes and enhance project delivery, ensuring alignment with organizational goals. Known for fostering collaborative environments and adapting to dynamic project requirements.
Overview
22
years of professional experience
2
Certification
3
Language
Work History
Hitachi Systems Pvt Ltd
Assistant Project Manager #PMP Certified#
01.2021 - Current
Job overview
- Led end-to-end project delivery across planning, execution, monitoring, and closure phases.
- Defined project scope, objectives, deliverables, timelines, and success criteria in alignment with business goals.
- Developed and maintained detailed project plans, schedules, milestones, and resource allocation.
- Managed project risks, issues, dependencies, and change requests through structured governance processes.
- Coordinated cross-functional teams including internal stakeholders, vendors, and third-party partners.
- Conducted regular status meetings, tracked action items, and provided clear progress reports to leadership.
- Ensured adherence to budget, timeline, quality standards, and contractual commitments.
- Acted as primary point of contact for stakeholders, ensuring transparent communication and expectation management.
- Facilitated requirement gathering, design reviews, UAT, go-live readiness, and handover to operations.
- Implemented project controls, documentation standards, and compliance with organizational PMO processes.
- Identified continuous improvement opportunities to enhance delivery efficiency and reduce risks.
- Supported audits, governance reviews, and post-implementation assessments.
- Resolved conflicts, escalations, and roadblocks to keep projects on track.
- Maintained risk and issue registers with clear ownership, impact, probability, and mitigation plans.
- Facilitated risk assessment workshops and reviews with project teams and business stakeholders.
- Developed and implemented risk mitigation, contingency, and escalation strategies.
- Ensured timely closure of risks and issues through effective follow-ups and governance mechanisms.
- Coordinated with vendors, OEMs, and internal teams to manage third-party and dependency risks.
- Ensured alignment with organizational risk policies, PMO standards, and regulatory requirements.
- Supported audits, compliance reviews, and post-implementation risk assessments.
- Managed change-related risks arising from scope changes, timeline shifts, or resource constraints.
Travelex India Pvt LtdMumbai, Maharashtra
Team Lead- Operations
02.2020 - 12.2020
Job overview
- Experience in Azure, supporting Azure AD, One Drive and SharePoint online.
- Experience in creating, VM Desktop from Template in VM Ware vcentre server 6.5.0.
- Cloning of Desktop. Creating snapshots, EXi host firmware upgrade for desktop. Migration of Operating systems, patches update etc.
- Experience with to resolve Ageing & Pending tickets from the Queue for Asia region.
- Handling escalation for technical and functional point of view.
- Looking after global projects of Hardware upgrade & OS upgrade.
- Preparing SOP for process related Asset submission, Asset Assignment, Asset scrap, creating technical document for solution of various applications in Travelex environment.
- Maintain, trend and report Key Performance Indicators.
- Ensures teams maintain a clean orderly work area through use management tools and standards.
- Leads and directs the workforce in problem identification, problem solving and implementing continuous improvement measures.
- Experience in ivanti Asset device & software mgmt. tool and its life cycle.
- Manage team workload distribution and structure to ensure consistent good performance.
- Above sound knowledge of computer Excel and PowerPoint.
- Responsible for compliance for IT processes and policies and developing quality and productivity evaluations.
- Strong partnership with capacity planning and scheduling teams to ensure effective service level management/floor management.
Impact Infotech Pvt. Ltd
Operation Manager
03.2018 - 05.2019
Job overview
- To run Smooth Operations & Meet compliance level for Patch, Bitloker & Software (Third party software) of organization by Pulling report from tool and checking the compliance level and sharing updated report to client.
- Exercise AMC renewal costing for IT Equipment with vendor and Manage vendor contract.
- Ensure IT Equipment inventory is up to date PAN INDIA.
- Ensure Network related critical activities to be communicated to correct stake holders and sharing timely update with End delivery.
- Ensure all P1 tickets and P1 activity updated to client on time with end result.
- Ensures Team performance with quality Parameters set with client.
- Ensure All RFC will be communicated to stake holders and follow-up till closure.
- Handle team of service desk, Engineer, Team lead and maintain absenteeism, backup, attrition.
- Giving timely insight on their KPI and KRA.
- Setting Periodic goals with team and review them if required guidance will be given to complete their goals.
- Performing inventory to collect hardware asset information, establish a hardware asset baseline and initially populate an asset database.
- Creating and updating hardware asset records and providing asset reports with the help of asset management tool. Record information like resolving discrepancies and variances configuration details, for example: - Make, model, serial number, asset ID, install date, location, warranty and AMC, purchase information, for all the in-scope IT assets.
- Reviewing asset and inventory discrepancies, assessing and Pulling and providing standard software reports in accordance with the Agreement requirements with the help of asset management tool.
- Providing a Compliance Report highlighting discrepancies between installed software and purchased software licenses, where license information is provided to IBM.
- Ensure RACI Model listed activities should be completed and updated to client on timely basis.
- Monthly report of consist of SLA, Ticket trend & Analysis, upcoming projects, current compliance level for IT. Bitloker compliance, Patch compliance, Software compliance. All data preparation and presentation to client.
- Ensure team delivery on SLA Part.
- Periodic review with Vendor to review on SLA part and problem management and AMC renewal.
- Periodic review with team on KEDB SOW, SOP with proper documentation and accurate information.
- Experience with system installation, configuration and analysis.
- Managed the facilities and ensured the environment are within acceptable levels.
Future Focus Private Ltd
Team Lead
10.2013 - 03.2018
Job overview
- Manage 30+ l1 and L2 technical engineers team, mentoring them with technical solutions, Managing their Leaves absenteeism, shrinkage. Attrition. Aligning their KRA and KPI with organization objectives. Monitoring and review their performance.
- 19 member of voice team, reviewing their ACD, Breaks, Managing abandoned rate sharing report of the same to stake holders every day.
- Forming RACI Model with Ultimate responsibilities for ownership KPI and KRA of Respective resource.
- Experienced in Working Pending and ageing tickets with practical strategy.
- Experienced in Resource Management, Capacity Management, People Management.
- Drafting Critical incident for MIM (Critical incident Management) in case of Major Break down and informing and updating target group of people about Major incident updates with defined TAT and workaround.
- Provide information about incidents analysis, Problem analysis, and reasoning of Trend incident analysis, providing root cause for problem tickets and fix the same and non-reoccurrence in future.
- Build service relationship with customer and conduct service review for key customers, analysis of value services is given to the customer within agreed level of contract.
- Review performance report, service improvements, service quality and processes
- Updating KEDB SOW, SOP with proper documentation and accurate information.
- Ensure that practices and processes are exist and when it is possible are standardized and repeatable. Ensure that these ones are continually improving and produce business cases to support team activities.
- Identify and implement improvements to the service desk incident logging system in order to provide more effective and efficient service to customers.
- Ensure that service desk is fully using appropriate Knowledge Management tools and practices in order to provide more effective and efficient services to customers.
- Ensure that team KPI are monitored, action taken, evaluated accordingly and delegate properly.
- Review aspects for improvements with own practices and process and ensure that communication takes place across the whole area of responsibility.
- Implementing ITIL based Service Delivery and operation.
- Implementing Change Management, Problem Management, Incident Management at it best.
- Ensure good governance and Ensure quality services are rendered to the customer issues.
- Identifying training needs for internal resource.
- Creating Framework for speedy resolution of end user issues to facilitate quick resolution of escalated issues.
- Ensuring proper IT Helpdesk support to the staff for various IT related operation with maximum uptime.
- Developing long term partnership with suppliers and vendors; continuously evaluating vendor performance for better quality.
- Participate in the monthly review with client and account team to ensure that resolution are provided in line with the incident requirement of client.
- Supervising and delivering IT back up strategy and ensuring schedule and unscheduled backup as per back up plan.
- Improving the quality of support delivered in various functions (Production, Helpdesk).
- Represent the first level of escalation, if these are not being resolved within agreed service Level.
- Temporary solutions develop for incident Management and find the final solution for known errors.
- Defining the scope of Change Management process, and Problem Management.
- Ensuring prompt communication of stakeholder and user for Major breakdown or failure in systems.
- Maintain SLA Doc for all activities performed by the team, collect performance data, analyze and publish.
- Prepare Monthly MIS report Weekly report.
- Maintain ITIL Process in an organization.
- Proficient in handling Vendor Management and Asset management.
- Giving rights on file server on share drive and creation and deletion of user on Active Directory.
- To execute and implement change request and ensure its timely closure.
- Troubleshooting issues related to VPN, Citrix, McAfee.
Network Solution PVT LTD (An IBM Company)
IT Coordinator
05.2007 - 10.2012
Job overview
- ITIL Support Services, Working as SPOC for end users raising service, Incident tickets.
- Monitor email messages and related information for support inquires.
- Coordinate and maintain a log sheet for request activities of Help desk. Prioritize service requests according to importance and severity of Defines SLA.
- Troubleshooting and resolving technical issues, proactive coordination and resolving incidents as quickly with work around to user at primary support level.
- Maintain effective communication between end users, technology resources and Management.
- Coordinate and handle team of engineers, assigning of calls to engineers and maintaining reports on daily basis.
- Monitor and log all the calls ensure that all calls are rectified in accordance with Agreed SLA and if necessary follow the escalation matrix.
- Call-logging, follow-ups and closers for voice, network, server and operating system such as Windows XP, Windows 7 and business application related issues.
- Provide basic support for Hardware, Peripherals, Network Access and office productivity application such as MS Applications.
- Troubleshooting software application used internally by the organization using net meeting, remote desktop or remote assistance. First level installation support for Desktop applications.
- Manages the reallocation of Desktop, IP Phones Needed.
- Call Assignment/Follow-up with respective site engineers, if the same is not resolved from Service Desk.
- Voice and email based technical support to India, US, UK Employees of Client.
- Coordinate and repair maintenance with External vendor.
- Production of daily reports for Top Management, Site in charge, Infra Lead, Team leader to support Incident Management Process and Escalation Matrix.
- Production of Daily reports for Top Management, Site in Charge, Team Leader.
- Responsible for Trend and analysis in incident Management.
Nex Pro Pvt Ltd
Call Coordinator
05.2006 - 03.2007
Job overview
- Function as a single point of contact of all IT related incidents.
- Providing first level of support for outlook profile and PST configuration with guidance to its general queries raised by users.
- Monitor service desk tool for open incidents and prioritize the incidents.
- Assigned the incidents to appropriate technical group and align to respective severity/Priority group.
- Interacting with various vendor like Dell, Lenovo and Local Vendor for various system related calls.
- Providing call analysis and call closure information to the customer as well as having a check on pending calls and try to close the calls within SLA.
- Preparing various critical reports like MIS Reports, call Analysis report and call logging report.
- Analyzed and troubleshoot customer support problems as well as applies knowledge of software, hardware products and services to resolve problems of users.
- Performed the tasks of providing timely and accurate technical telephone support to employees.
- Preparing Media report, Device uptime report, ISDN uptime report.
- Providing Daily call analysis and call closure information to the customer as well as having a check on the pending calls.
Asia Pacific systems
Accountant
06.2005 - 04.2006
Job overview
- Making BRS and reports related to sales, profit as well as loss.
- Preparing Fund Flow Statement, handling taxation related issues of the company.
- Drafting letters for correspondence with the customers, clients and Banks.
- Preparing Vouchers, worked in Tally 7.2.
- Knowledge of Taxes Come under CST & BST.
- Internal Audit, and external Audit, And Finalization of Accounts at the end of the year.
Waghude Screens
Accountant
05.2004 - 03.2005
Job overview
- Carrying various activities like letter drafting, bill checks as well as payments.
- Interacting with the customers on daily basis.
- Preparing invoices of sale, also debit and credit note as required.
Education
Mumbai University
M.Com
01.2008
Welingkar Institute
Diploma from Financial Management
01.2007
Mumbai University
B. Com
01.2004
Skills
Client relationships
Project planning
Schedule management
Project monitoring
Project reporting
Resource utilization planning
Meeting coordination
Project resource assessment
Project briefs
Risk management
Project planning oversight
Project management
Teamwork
Certification
PMP Certification
Timeline
PMP Certification
09-2024
Assistant Project Manager #PMP Certified#
Hitachi Systems Pvt Ltd
01.2021 - Current
Team Lead- Operations
Travelex India Pvt Ltd
02.2020 - 12.2020
Operation Manager
Impact Infotech Pvt. Ltd
03.2018 - 05.2019
Team Lead
Future Focus Private Ltd
10.2013 - 03.2018
IT Coordinator
Network Solution PVT LTD (An IBM Company)
05.2007 - 10.2012
Call Coordinator
Nex Pro Pvt Ltd
05.2006 - 03.2007
Accountant
Asia Pacific systems
06.2005 - 04.2006
Accountant
Waghude Screens
05.2004 - 03.2005
Welingkar Institute
Diploma from Financial Management
Mumbai University
B. Com
Mumbai University
M.Com
Certifications And Achievements
- ITIL Foundation, 2014-01-01
- Rewarded with SPOT Award by Client, 2009-01-01
- Rewarded with Extra Miler Award by IBM, 2011-01-01