Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Certification
Work Availability
Timeline
Additional Information
Generic
Ram Kompella

Ram Kompella

Senior IT Manager
Wheatland

Summary

As a Senior Information Technology Manager at Tennessee Department of Finance and Administration, lead and manage a high-performing Agile team of Developers, Business Analysts, and Platform Administrators, delivering exceptional IT services to the organization through the Enterprise ServiceNow platform. Successfully led the implementation of pivotal ITSM platform initiatives, such as Major Incident Management, Change Management, and Service Catalog, enhancing the functionality, usability, and performance of the platform, and exceeding stakeholder expectations.


A Master of Science in Computer Information Systems from Middle Tennessee State University, and certified as a Scrum Product Owner, a Scrum Master, and an ITIL Foundation Level professional. Over four years of experience in business analysis, requirements gathering, project management, and IT application support, working on various IT projects for the State of Tennessee. Passionate about leveraging the knowledge and skills to optimize business processes, deliver innovative solutions, and empower team(s) and the organization to achieve their goals. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

7
7
years of professional experience
6
6
years of post-secondary education
3
3
Certificates
3
3
Languages

Work History

IT Senior Manager.

State Of Tennessee
Nashville
01.2021 - Current
  • Led and managed high-performing Agile team of Developers, Business Analysts, and Platform Administrators, delivering exceptional IT services to organization through Enterprise ServiceNow platform.
  • Transformed FIFO to fully functional Agile workshop, increased customer and leadership satisfaction rates significantly by moving requests to production 50% quicker.
  • Demonstrated strong leadership by effectively managing workloads, mentoring team members, and driving continuous improvement in team processes.
  • Elevated IT Service Management for State of Tennessee, delivering unparalleled service, optimizing business processes, overseeing project implementations, managing backlogs, and exceeding stakeholder expectations.
  • Successfully led implementation of pivotal ITSM platform initiatives, including Major Incident Management, Single Sign-On, CMDB quality improvement, Service Catalog revamp and other ServiceNow improvements.
  • Orchestrated seamless integration of ServiceNow platform with third-party systems like ERP, event management, IVR, and Business Process Automation, Reservation system management tool integration, optimizing operational efficiency.
  • Leveraged Certified Product Ownership in effectively managing Enterprise backlog, aligning priorities with business goals and customer needs for enhancements, implementation, and new development projects.
  • Showcased expertise in IT service management leveraging ITIL Methodology, specializing in incident, problem, change, and configuration management, particularly focusing on CMDB and CI management.
  • Utilized data-driven decision making and business analytics to identify process optimization opportunities, leading to substantial cost savings and value delivery to State of Tennessee.
  • Collaborated seamlessly with cross-functional teams, stakeholders, and executives to align priorities and achieve success in IT Service Management platform.
  • Championed team's endeavor to evolve hybrid process into fully Agile Methodology using my Certified Scrum Master skills.
  • Applied comprehensive knowledge of Agile and Scrum methodologies, fostering continuous improvement, and delivering customer value through ongoing enhancements.
  • Currently leading implementation of Virtual Agent, Enterprise Knowledge Base, enhancing training and documentation materials, and driving further ServiceNow platform advancements.
  • Managing phased implementation of Discovery tool, elevating CMDB effectiveness across SCCM, cloud, and on-prem infrastructure.

Enterprise Business Analyst

State Of Tennessee
Nashville
11.2019 - 01.2021
  • Led requirements gathering efforts with business stakeholders to identify and document detailed business requirements for ServiceNow platform enhancements and changes.
  • Conducted analysis of business processes and systems to identify areas for improvement and recommend changes to enhance functionality, usability, and performance of ServiceNow platform.
  • Worked collaboratively with development and testing teams to ensure that ServiceNow platform enhancements and changes met business requirements, were delivered on-time, and within budget.
  • Developed and maintained project plans, timelines, and resource allocations for ServiceNow platform projects and enhancements.
  • Communicated project status and key metrics to stakeholders, including progress towards milestones, risks, and issues, and facilitated discussions to address any challenges or concerns.
  • Provided guidance and training to end-users on how to effectively use ServiceNow platform and its associated tools and applications.
  • Developed and executed test plans and test cases to ensure quality and functionality of ServiceNow platform enhancements and changes.
  • Created and maintained documentation related to ServiceNow platform processes, procedures, and user guides.
  • Participated in ServiceNow platform governance activities, including configuration and change management reviews.
  • Stayed current with industry best practices and emerging trends related to ServiceNow platform technologies and tools.

Advanced Business Analyst

State Of Tennessee
Nashville
02.2019 - 11.2019
  • Create detailed systems analysis packages following State IT PMO standards. Each analysis package includes detailed business and functional requirements, data/process flow diagrams and data dictionary.
  • Actively working on TN Dept. of Health project in Agile Methodology in writing User Stories, documenting UAT progress and also acting as Product Owner.
  • Providing Primary IT application support for Health Licensure system for both in-house regulatory and public online systems.
  • Documentation of new project requests and estimating budget in PlanView.
  • Provide customer service by developing on-time Help Desk solution delivery, proper application support documentation, user manuals and technical support/advise as needed.
  • Review log files, reproduce bugs, provide work around, provide vendor with proper documentation of issue, track progress and assist in deployment of fix.
  • Duties also include requirement elicitation sessions, presentations, root cause analysis packages, tickets status updates, user training and assistance in testing.
  • Mentor and train Junior Business Analysts on team.
  • Self-motivated to help team by being proxy supervisor in absence of supervisor to ensure uninterrupted and timely customer support is provided.

Junior Business Analyst

State Of Tennessee
Nashville
03.2017 - 02.2019
  • Created detailed systems analysis packages following State ITSD standards. Each analysis package includes detailed business and functional requirements, data/process flow diagrams and data dictionary.
  • 100% managed project lifecycle from requirements gathering, API development, coordinate communication efforts and deployment of code.
  • Actively working on TDH projects and providing application support for Health Licensure system.
  • Documentation of new project requests and estimating budget.
  • Provide proper customer service by developing on-time Help Desk solution delivery, proper application support documentation, user manuals and technical support/advise as needed.
  • Duties also include requirement elicitation sessions, presentations, root cause analysis packages, tickets status updates, user training and assistance in testing.

Education

Master of Science - Computer Information Systems

Middle Tennessee State University
Murfreesboro, Tennessee
01.2015 - 12.2016

Bachelors of Technology - Electronics And Communication Engineering

Jawaharlal Nehru Technological University
Hyderabad, India
10.2010 - 07.2014

Skills

    Strategic planning

undefined

Accomplishments

    · Ranked in the top 1 % in Indian National Mathematics Marathon.

    · Volunteer to help senior citizens in HelpAge India.

    · Coordinator and event organizer in High School.

Software

SQL/PLSQL

Tableau

R Programming

Certification

CSM - Certified Scrum Master

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

ITIL 4 Foundation

12-2024

CSPO - Certified Scrum Product Owner

08-2024

CSM - Certified Scrum Master

04-2024

IT Senior Manager.

State Of Tennessee
01.2021 - Current

Enterprise Business Analyst

State Of Tennessee
11.2019 - 01.2021

Advanced Business Analyst

State Of Tennessee
02.2019 - 11.2019

Junior Business Analyst

State Of Tennessee
03.2017 - 02.2019

Master of Science - Computer Information Systems

Middle Tennessee State University
01.2015 - 12.2016

Bachelors of Technology - Electronics And Communication Engineering

Jawaharlal Nehru Technological University
10.2010 - 07.2014

Additional Information

I have a passion for traveling and exploring new cultures, having lived as a vanlifer and digital nomad for several years. I am now looking for a stable and rewarding career opportunity that can leverage my skills and experiences. I am flexible and adaptable to any location, whether it is domestic or international, and I am eager to learn and grow with the organization.

Similar Profiles

CREATE PROFILE
Ram KompellaSenior IT Manager