Priyadarshini Mahapatra

Service Management

• Handled incident, problem, change, Service Request management through tools like ServiceNow
• Participated in CAB (Change Advisory Board) meetings for planned changes and service improvements.
• Prepared weekly and monthly service reports for senior management review.
• Contributed to the creation and maintenance of knowledge base articles.
• Utilized MS Visio to build swimlane diagrams Collaborated with business and technical teams to translate requirements into visual workflows, data flow diagrams, and use case flows.
• Collaborated with stakeholders to define business needs and bridge gaps between requirements and existing capabilities.
• Managed end-to-end service operations, including hosting weekly service review calls with stakeholders and clients to discuss SLAs, open incidents, and continuous improvement actions.

Storage and Backup Administrator

• Backup and Storage administrator specialized in Backup and Storage DPM and veritas Net backup
• Monitoring the jobs in tool and ensuring the success of all the jobs loaded. Take backups on daily basis
• Worked with clients to assess needs and implement procedures.
• Working in SNOW for ITIL Management. (Change, Service requests and Incidents).
• Resolving the assigned web-based service tickets within the SLA and severity levels.
• Coordinating with vendor for Hardware failure tasks such as Drive and controller replacements in Backup and storage tools.

• Researched stock market fundamentals and factors affecting prices in India; created a detailed project report.
  Promoted financial literacy among youth and gained exposure to corporate work culture and ethics.

Leadership Experience – NGO Volunteer Lead

• Handled Marketing, Finance, and HR roles while leading awareness campaigns on government schemes.
  Supported domestic workers in opening bank accounts and managed fundraising and volunteer activities.