RANICHITHRA RAJAPANDIAN

Deliver KPI’s against active ITSM processes

Strong understanding of ITIL v4 Service Management best practices with an emphasis on Incident Management, Problem Management, Change management, Service Level Management, Request Management, Release Management, etc

Experience with development and deployment of ITSM process in a medium to large size environment

Interact with all levels of IT and business leadership

Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

Service Desk handles incidents and requests and provides an interface for other ITSM processes. Provides life-cycle management of all service requests and keeps customers informed of progress

Maintains, audits and continually improves ITSM change management processes to assure coordinated multi-service provider, change management processes including: Create and process a Request for Change (RFC), Assess and evaluate change, Coordinate change with stakeholders, test change prior to release, authorize and schedule change implementation, implement change, and review and close change record

Problem Management resolves the root causes of incidents to minimize the adverse impact of incidents and problems caused by errors in the infrastructure

Knowledge Management documents processes, procedures, and troubleshooting activities to improve the efficiencies and effectiveness of the Service Desk, Technologists, and Operations.

Coordinated all activities on behalf of the client ensuring a seamless single point of contact for all services requiring immediate support were met Ensured all processes and procedures were kept up-to-date and accurately reflected customer environments and requirements.

Served as the primary escalation point to the Global Service Desk for the USA region for any issues or points of direction.

Assisted international regions with any issues related to incidents and support by the Global Service Desk.

Managed and drove all services through the adoption and implementation of ITIL processes and procedures.

Minimized risk to both end-users and the client. Assisted the client's execution of their IT strategy through the implementation of continuous improvements that align with the needs of the client's business.

Assisted the client's IT executives and other senior management as appropriate in their planning activities as required.

Responsible for managing and providing production support for ITSM(hosted on Service Now),

Responsible for planning, estimating, designing and leading the end to end support effort Determining detail root cause analysis (RCAs) for all issues and updating knowledge bases to further improve MTTR, working with process/development teams to ensure all identified issues are tracked to closure.

Responsible for the incident, problem, knowledge, change and release management of all the applications Managing and guiding a team of onsite/offshore resources in their day to day production support (incident/problem) and change/release management activities Providing technical solutions to the issues faced by the development/production support team.

Providing regular updates to all stakeholders on project status, issues and risks Working across all major ITIL phases beginning from Service Strategy, Service Design, Service Transition, and Service Operations.

Interviewed, trained, coached, performance reviews, and discipline of employees.
Created an outline of IT Service Desk department processes and procedures that are in the best interest of the company.
Managed work schedules to ensure 100% coverage during the 24/7 support schedule.
Managed a team of 30 Servicedesk support technicians and worked with Operations, Development and Network team.
Developed a mature phone/ticket escalation process to ensure efficient customer service.
Advised administration on process improvements, products, and services.
Ensured the team was always up to date and complied with company policies.
Oversaw 100% of the requests, incidents, and problems reported by the organization.
Managed and coordinated urgent and complicated support issues.
Performed incident manager duties to resolve all P1-P2 reported by the organization.
Performed Problem Management duties to restore systems to the pre-incident state including root cause analysis in line with ITIL based methodologies.
Transitioned multi-departmental Help Desk into IT Controlled Service Desk.
Worked in conjunction with outside developers and vendors to resolve issues that affected multiple users/locations in a timely manner.
Worked with outside developers and vendors to create/alter reports based on the business needs of the company as outlined by Executive team members.
Managed the service desk organization to ensure team and individual performance levels consistently met or exceeded the needs of clients/users.
Completed staff reviews and appraisals, and develop personal development plans.
Ensured working practices and processes were standardized and repeatable to support Service Desk activities.

Documented support interactions for future reference.

Provided basic end-user troubleshooting and desktop support.

Managed high levels of call flow and responded to escalated technical support needs.

Logged support tickets and closed when issues were resolved.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Managed customers' expectations of support and technology functionality in order to provide positive user experience.

Resolved technical issues by troubleshooting.

Used ticketing systems to manage and process support actions and requests.

Coached and trained end-users on functions, features and basic troubleshooting of software .

• Configured hardware, devices and software to set up work stations for Microsoft Employees in US.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Helped streamline repair processes and update procedures for support action consistency.

• Consulted with KnowledgeBase to resolve discrepancies and create expert solutions.
• Listened to customers' questions and concerns to provide answers or responses.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Provided customers with updates and periodic statements on service developments and changes in trends.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Cross-trained and backed up other customer service managers.