Revathy Vasudevan

Project Management Office (PMO) in System Analysis Program Development (SAP practice)

• Kept current on all federal and corporate regulations regarding security, ensuring compliance.
• Delivered helpdesk service and support to customers.
• Ensuring monitoring and control of project execution performance
• Implementing professional PPM(Portfolio and project management) tools
• Facilitating and improving strategic project management
• Forecasting people on bench and project vacancies minimize resource wastage
• Identified software issues and handled troubleshooting to resolve quickly.

Project Management Office (PMO) role in FSG

• Provides day-to-day support across all PMO services aligned to current assignment or business area
• Provides advice and guidance regards all aspects of PMO service to project or program team and peer level contacts within customer organization
• Attends and contributes to regular meetings with other specialist areas such as subject champions and brings knowledge to their assignment
• Controls and manages resolution of any potential problems within any of PMO services escalating issues as required to appropriate Project or Program team members
• Ensures own objectives are aligned to Project or Program objectives
• Actively supports Program or Project in order to comply with any associate policies
• Adheres to and supports maintenance of Portfolio Management Office Best Practice standards

Provided technical assistance for the PROLOGIS : Logistics Real Estate &Supply Chain

• Log all Incident Request details, allocating categorization and prioritization
• Performed remote troubleshooting using Beyond Trust corporation remote desktop software.
• Provided help desk support for customer inquiries, problems and request via telephone communication
• Escalated issues to proper support associate when necessary within timely manner
• Performing direct interaction with employees in Prologis United States and helping them in various technical services such as Password reset, basic system troubleshooting, I pad login issues.

Provided technical assistance for the EQUIFAX INDIA

• Log all Incident/Service Request details, allocating categorization and prioritization.
• Keep users informed about their Incidents’ status at agreed intervals
• Escalate Incidents at risk of breaching Service Level Agreement to Incident Process Coordinator
• Review and document change plan.
• Authority to implement or reject change
• Updates user with change activity
• Change management, incident management and Problem Management
• Monitoring critical network elements and engaging in proactive network systems monitoring

Provided technical assistance for the Harrods (Department store company, London)

• Log all Incident Request details, allocating categorization and prioritization.
• Monitoring-

*critical network elements and engaging in proactive network systems monitoring using SolarWinds.

*SQL Jobs and disk space utilization through Operations Console and escalate it to corresponding teams.

*Status of servers using HP-Insight.

*SAP Jobs using SAP Central Process and SAP Logon.

*3rd party vendor support tools like Dynatrace and Ensono through e-mails.

*Physical Server Room Alerts using Data Center Expert

*Escalating through Ticketing Tools like Freshservice and Service Now. Also higher priority incidents informed using calls.

*Initiating Priority 1 bridge and Major Incident Management(MIM)

Provide technical assistance for the Rite Aid (American Drugstore Company)

• Provided help desk support for customer inquiries, problems and request via telephone communication .
• Performed remote troubleshooting using Beyond Trust corporation remote desktop software .
• Created support tickets using Service now web-based ticketing system to accurately document incidents and correctly refer them to appropriate team members .
• Escalated issues to proper support associate when necessary within timely manner .
• Answered user inquiries regarding payroll, computer, email, phone connectivity, software or hardware inquires to resolution or escalated .

Provided technical assistance for the Philips (Insurance Company)

• Creating incidents for various Technical issues in Service now .
• Initiating Critical incident Management in case of P1 issues and following up with concerned Team .
• Analyzed security logs to determine and alleviate network threats
• Delivered helpdesk service and support to customers
• Identified software issues and handled troubleshooting to resolve quickly

Ticketing and Reservation

• Issuing Tickets for passenger and staff (Sabre Interact ) .
• Issuing ZED TICKETS (Zonal Employee Tickets) .
• Re issuing ticket .
• Handled more than 50 customer queries .
• Performed Departure Control System (Sabre) .
• Documents check. (Visa Verification, Passport check) .

Customer Service (Airport Operations)

• Check-in counter duties ( Sabre Interact) .
• Ramp handling .
• Assisting in load and trim duties .
• Miss handled baggage handling (World Baggage Tracer software) .
• Baggage Make up/ Break up Area duties(BMA) .
• Special Handling ( Meet and Assist, Unaccompanied Minor, Young Passenger) .
• Coordinated timely responses to online customer communication and researched complex issues
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Provided excellent customer service by efficiently resolving issues and responding to inquiries
• Kept accurate records of all customer interactions and transactions
• Conducted surveys to determine customer opinion of products and services
• Maintained and managed customer files and databases
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets

Check-in Agent

• Check in counter duties ( Sabre) .
• Departure Control System ( Sabre) .
• Ramp Handling .
• Arrival and Departure Duties .
• Baggage Make up/ Break up Area duties(BMA) .
• Handling of General Declaration with Customs and Immigration .
• Service Control ( Flight Documents Filing ) .
• Entered customer interaction details in sales system to track requests, document problems and record solutions offered
• Communicated with clients regarding account services, statements, and balances
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
• Adapted to new applications and maintained knowledge of current technologies
• Provided primary customer support to internal and external customers
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously
• Responded to customer calls and emails to answer questions about products and services
• Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management
• Entered customer information into customized computer system with sabre to document and organize client records