Renuka Chaudhary

Project: Mission Control (GMNTS File Analyst II -Financial Balancing And Control // Secure File Transfer//GMNTS Service Desk)

• Resolving and supporting financial and data processing interruptions.
• Delivering the services for global regions and oversight for 55 systems/applications for 48 markets.
• Part of Service Evaluation Team for Auditing and evaluating the process and Incidents.
• Training and mentoring of new hires.
• Monitoring and supporting the process to ensure financial data transfer between systems/applications (sending and/or receiving) data.
• Monitor and analyze network connectivity; perform detailed analysis and technical troubleshooting.
• Opens, handles, and tracks incident records.
• Assesses business impact by capturing all available information from incident reporter and engages technical bridges as needed for network, authorizations and file transfer related disruptions
• Engages merchants, partners, second and third level support teams as needed in a 24 x 7 environment
• Supports the highest possible availability of monitored environments by fully utilizing standard Service Desk tools
• Able to associate the relationship between monitoring and identified/reported impacts to accurately interpret situational information
• Provides critical incident communications to internal technical and business partners regarding high severity impacts
• Initiates & actively participates in technical restoration calls (bridges) to provide merchant/partner interface
• Assesses full details of merchant/partner issue and impact and communicates them effectively on bridges
• Supplies additional information from documentation, merchant updates and additional impacts as identified
• Ensures details (merchants/partners impacts, level of impact, summary of circumvention/resolution actions and validations) are recorded in the incident record
• Handles incident ticket queues to drive the forward movement and intensification of incident management records to obtain remediation for outages and impacts
• May participate in development sessions for new functionality/tool enhancements, as assigned
• Strives for and is committed to delighting our customers with every interaction
• Great team mate who is driven to perform in an environment that is dynamic and demanding
• Demonstrates initiative, identifies process improvements and completes assigned ad hoc project work
• Meets or exceeds quality measures for phone calls, emails, incident management record handling, communications and shift turnover
• Backs up team members to ensure shift work is being met (email queue worked effectively, ticket queue handled and incident communications are sent on time)
• Provide supports in resolving SFT profile issues (password resets, profile updating)

Previous Project: Digital Workplace -Incident Management (Remote Desktop Support)

• Managing Incidents, ensuring that they are logged, progressed, updated, authorized, expedited, and resolved within the scope of the Service Level Agreement
• Working as System Admin L2 in Amex EUC department
• Using Service Now to track ticket progress and enter updates to have ongoing record of case activity till resolution is reached and ticket closed
• Shared folder and home drive access to users and level of access accordingly
• Provisioning of Groups and Distribution lists in user's accounts
• Demonstrated strong leadership skills in leading Consultants to perform many technical abilities and give technical advice for multiple clients
• Providing Windows & MAC support over chat and email
• Using Bomgar Representative Console to remote in to user's machine and Service Now as a ticketing tool
• Handling issues related to MDM, Good Work and Mobile Iron
• Troubleshooting issues related to VDI, VMWare and Citrix XenDesktop
• Working on software deployment and support using System Center Configuration Manager (SCCM)
• Handling account creation/deletion and application access related issues
• Providing support for OKTA/VPN access and its configuration
• MS Office 2010, Outlook 2010, Acrobat, MS Visio troubleshooting
• Conducted root cause analysis of recurring issues, implementing long-term solutions to minimize future occurrences.
• Maintained strong relationships with clients through regular communication and follow-up on outstanding issues or concerns.

• ServiceNow Admin
• Assessing the operations of team to present suggestions to problems and generate procedures for enhanced decision making
• Leading the Knowledge transfer of new joiners and mentoring them throughout the period of training
• Managing support for Incidents
• Providing configuration assistance to developers
• Developing, installing, integrating & troubleshooting servicenow applications
• Managing instance security user/group access, administration, access control, Lists
• Providing training, documentation & support to the service now user
• Resolving technical cases created by users looking for help to understand or troubleshoot the servicenow platform issues
• Knowledge of ITIL methodologies and processes
• Creation of various Reports/Surveys depending on the customer Requirement
• Responsible for the end user Training of Service-Now and ITIL to the clients and provide them the knowledge & sharing documents for the same
• Provide operational support of ServiceNow to users
• Determine workflow system and assist the operations and supervisory team in instituting changes
• Providing process related updates to team
• Preparing Outage reports
• Follow ups with clients and management for escalations
• Leading upgrade planning & execution
• Communication with Business Clients for application issues and outages

• Provided training on ITIL V3 and SCRUM Foundation
• Educating team members in the utilization of new systems for improving business growth
• Known for establishing sound training programs from scratch and improving training processes and procedures
• Exceptional ability to collaborate with team members and teach new concepts in an effective manner
• Proven track record of analyzing requirements and designing key solutions that meet customer goals
• Versatile multi-tasking that consistently exceeds expectations
• Wrote and maintained training and safety documentation
• Planned, maintained and scheduled all training's

• Efficient in supervising high-severity incidents to ensure service availability with minimal delay and impact towards ensuring smooth operations of an infrastructure environment
• Provides accurate and timely communications on impact to the appropriate distribution lists and senior management
• Manage the Daily High Severity Incident Call Review meeting and send communication
• Identifying areas requiring improvement within Incident Management process, and invoking problem management process if required
• Identify gaps in learning opportunities and communication program
• Provide hands-on assistance to the teams in cases of problems, both, through direct intervention and mentoring
• Develop and implement Training Modules and train new recruits
• Make Monthly reports on the performance of the team and team evaluation
• Tools used are Service Now and Remedy
• Prepare Weekly Volumetric and SLA reports for project
• As incident manager, initiating bridge calls and coordinating with IT and Business including different Technology Groups for resolving incidents and enhancing service quality and liaising with various system owners
• Managing daily/weekly/monthly operational level calls and providing inputs to the management for review calls

• Excellent Communication skills, interpersonal and presentation skills
• Able to work independently and efficiently to meet deadlines
• Responsible for troubleshooting various of wireless connection
• Analysis of connectivity issues
• Configuration of gaming devices like xbox and play station
• Modification of user accounts and password reset