Ravi Prakash
Summary
Extensive experience in project management, change management, and incident resolution across diverse industries. Expertise in data analysis and visualisation using tools like MS Excel, Power BI and SQL to drive informed decision-making. Proficient in ITSM tools such as ServiceNow and JIRA. Ensuring process compliance and delivering actionable insights through meticulous reporting. Career aspirations include leveraging technical expertise and leadership skills to drive impactful business transformations.
Overview
8
8
years of professional experience
3
3
Certifications
Work History
Project Manager
HCL Technologies
10.2023 - Current
- Sustained project documentation and PMO reports through meticulous tracking of project plans, timelines, risks and issues guaranteeing data accuracy and compliance with PMO processes using Excel and ServiceNow.
- Facilitated project tracking and MIS reporting, dashboards and summaries using Excel and Power BI.
- Collaborated with cross-functional teams, tracking action items and aiding in dependency and risk monitoring.
- Facilitated process compliance and continuous improvement initiatives, supporting change documentation and data analysis to enhance project visibility and delivery efficiency.
Business Process Lead
Tata Consultancy Services
06.2022 - 06.2023
- Managed incident and problem resolution via ServiceNow, within SLA, executing root cause analysis (RCA), documenting problem tickets and analyzing trends through ServiceNow reporting.
- Facilitated Change Management initiatives, testing and synchronization of system modifications with cross-functional stakeholders to guarantee seamless deployment and minimal production impact.
- Delivered operations and infrastructure support, encompassing server restarts and monitoring of SSL certificate expiration across application and website.
Senior Associate
INDmoney.com
10.2021 - 05.2022
- Provided client onboarding and KYC operations on INDmoney app, discrepancy resolution, and SLA/TAT compliance.
- Provided support in effectively resolving issues, complaints, and exceptions with emphasis on first-time resolution (FTR), while meeting SOP standards.
Associate
Policybazaar.com
02.2019 - 09.2021
- Handled client queries across multiple communication channels, ensuring timely and accurate resolution within defined SLAs, while maintaining service quality and CSAT.
Associate
Railrestro.com
12.2017 - 02.2019
- Implemented safety protocols for food handling and storage procedures.
Education
B.Tech - Computer Science Engineering
Aryabhatta Knowledge University
Patna, BR11-2017
Skills
- Project Management
- Change Management
- Incident Management
- Data Analysis and Visualisation
- SQL
- ITSM Tools (SNOW/JIRA)
- MS Excel/Power BI
- Vulnerability Assessment
- Application Operations/Support
- Root Cause Analysis
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Certification
ITIL Foundation V4
Timeline
Project Manager
HCL Technologies
10.2023 - Current
Business Process Lead
Tata Consultancy Services
06.2022 - 06.2023
Senior Associate
INDmoney.com
10.2021 - 05.2022
Associate
Policybazaar.com
02.2019 - 09.2021
Associate
Railrestro.com
12.2017 - 02.2019
B.Tech - Computer Science Engineering
Aryabhatta Knowledge University