Priyanka Sharma

Project 3 : (Project Manager)

• Maintained relationships with material vendors to lower costs and diversify capabilities.
• Met project deadlines without sacrificing build quality or workplace safety.
• Updated operational methods and oversaw accounting procedures for improved efficiency.
• Developed and initiated projects, managed costs and monitored performance.
• Collaborates effectively with peers & broader technology teams to ensure successful deliveries.
• Lead Meetings to resolve conflicts, facilitate decision making and drive timely execution.
• Work with Management to develop complex plans with considerable inter-dependencies, including contingency plans for dealing with potential or anticipated obstacles change/risks.
• Keep goals and schedules highly visible in the organization to ensure that individuals and teams are driven to high levels of productivity.
• Facilitating Client Acceptance Testing to acquire client sign off on projects quality delivery
• Managing geographically distributed and culturally diverse workgroups.
• Interacting and presenting metrics/statuses to key stakeholders.
• Chair regular Project Review Meetings, customer facing meetings (if required) and provide all documentation and minutes, as appropriate.
• Facilitates developing a WBS along with working on Project Charter
• Recording and Maintaining documents like Lesson learnt, Project Feedback, Project Status and Risk.

Project 2 : (Coordinator)

• Managing and contributing on project from its inception to completion phase
• Central source of project status (verbal/written)
• Managing and Chairing defect triaging meetings
• Closing working with team and managing work assignments to individual(s) basis their skills and competencies
• Raising risks to Project owner and working alongside on mitigation planning
• Building the project /task review process and strategies  Motivating and inspiring team members
• Coordinating with internal and external teams as necessary
• Keeping the Project Manager informed of tasks accomplishments, issues and statuses
• Track and monitor all Change requests & Auditing of RFC as per Global CM Process.
• Review changes to ensure Implementation, Test and back out plans at appropriate levels are provided with every change.
• Prepare monthly Governance deck which showcases dashboard of Monthly Changes, existing issues, and correction plans, Service Improvement Plans etc.
• Collaborate with different Service Management Processes and Business leads to ensure smooth services.
• Host CAB meeting and facilitate Weekly Change Meeting for the Account.
• Monitors all configuration activities and ensures compliance with standard processes and contractual requirements.
• Performing NPLs (No Problems Later) for critical problems.
• Work to improve the Problem management KPIs (daily/ weekly/ monthly basis) – e.g.: Problems open or closed.

Project 1 : (Project Analyst)

• Operation manual preparation for Service Management
• Run book and Service Manual preparation
• Risk register and risk mitigation plan preparation
• Quality checklist preparation
• KPI framework design in coordination with client inputs
• Coordination with the Project Transition team
• Coordination with technical team to understand the key technical areas of concern from SM perspective
• Coordination with the PMO team
• Plan and design of Service Management Workflow as pre-go live activity
• Service Management L2/L3 Operations design in MS Visio
• Report preparation to cater weekly activities and scheduling the call to walkthrough the status updates
• Managing project documents and other project assets on SharePoint
• Introduce initiatives for process improvement for better service delivery and client satisfaction
• Conduct cross-skill training within project

• Discovered root causes of problems and identified appropriate solutions.
• Cultivated relationships with industry leaders and within company to share tips and information.
• Analyzed unstructured information to derive key insights.
• Collating RCA and sending the closure update to all stakeholders based on ITIL procedures.
• Responsible for the complete process adherence and handling of critical incidents according to SLAs.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.
• Maintaining RFC Tracker and ensuring corresponding change approvals as per defined process and guidelines.
• Preparing Successful/failed/breached RFC tracker and sharing with Management on monthly basis (domain wise)

• Client remediation
• Creating inventory reports.
• Working with third party vendors.
• Solution creation and documentation.
• Working with change controls and problem management.
• Active Directory Management (User/Group creation, modification, GPO etc.)
• Responsible for the complete process adherence and handling of critical incidents according to SLAs
• Collecting the inputs from all concerned teams to periodically update the Ticketing tool.
• To follow-up with all stakeholders via phone and mail till fixing of any Incident or problem management

• Demonstrated respect, friendliness and willingness to help wherever needed.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Drove operational improvements which resulted in savings and improved profit margins.
• Active Directory Management (User/Group creation, modification, GPO etc.)
• VPN Administration.
• Deploying & Troubleshooting on Windows OS – XP, 7, 8. • Work on the bases of ITIL procedures
• Work on Incident Management and Change management • Outlook Issues

• Analyzed and developed service goals for in-bound call center.
• Tracked KPIs and created continuous improvement plans.
• Increased customer satisfaction ratings to [Number]%.
• Developed and implemented training initiatives for new hires.
• Providing L2 Support for the issues related to Internet Connectivity
• Docket logging and ISP Co-ordination.
• Link Performance & Load Testing.
• Handling tools like One-View ticketing tool