RISHI BABU UDUMULA

Team Leadership: Manage and lead a team of IT professionals, providing guidance, support, and mentorship. Delegate tasks, set objectives, and ensure the team is working collaboratively to achieve departmental goals.

Inventory Management: Maintain an inventory of IT assets, including hardware, software licenses, and warranties. Implement inventory tracking systems and procedures to monitor asset lifecycle, maintenance schedules, and upgrades. Identify opportunities for asset consolidation and cost optimization.

Incident and Problem Management: Lead the resolution of IT incidents and problems, coordinating with support teams to minimize service disruptions. Implement effective incident management processes and ensure timely and accurate communication to stakeholders.

Performance Monitoring and Optimization: Implement monitoring tools and processes to identify performance bottlenecks and optimize system performance proactively. Conduct capacity planning and recommend infrastructure upgrades or modifications as needed.

Vendor Management: Collaborate with vendors and service providers to ensure the delivery of quality services and products. Manage vendor relationships, negotiate contracts, and monitor service level agreements (SLAs) to ensure compliance.

IT Security and Compliance: Implement and enforce IT security policies and procedures to protect the organization's data and infrastructure. Stay up-to-date with industry best practices and regulatory requirements, ensuring compliance with relevant standards.

IT Procurement: Requirement gathering from the respective stakeholders and checking for the right product in the market, negotiating for better prices and Quotes collection, based on the better quote getting the PO released and approved for procurement.

License Management: Track software licenses and ensure compliance with licensing agreements. Implement systems and processes to monitor license usage, renewal dates, and compliance requirements. Optimize license usage to minimize costs and avoid non-compliance risks.

Documentation and Knowledge Management: Maintain accurate and up-to-date IT systems, processes, and procedures documentation. Promote knowledge sharing within the team and develop training programs to enhance technical skills and knowledge.

Stakeholder Management: Collaborate with internal stakeholders, such as business units and executive leadership, to understand their IT requirements and align IT operations with organizational goals. Provide regular updates, reports, and presentations to keep stakeholders informed.

Internal Audit Compliance: Collaborate with internal audit teams to ensure IT operations comply with organizational policies, procedures, and regulatory requirements. Provide necessary documentation, evidence, and reports for audit purposes, and address any findings or recommendations identified during audits.

External Audit Support: Liaise with external audit firms during IT audits and compliance assessments. Coordinate information requests, provide the necessary documentation, and facilitate audit walkthroughs. Address any identified deficiencies or recommendations and ensure their timely resolution.

Policy and Procedure Development: Develop and maintain IT operations policies and procedures, ensuring alignment with industry standards and regulatory requirements. Regularly review and update policies to reflect changing security and compliance landscape.

Continuous Improvement: Identify areas for process improvement and implement initiatives to enhance operational efficiency and effectiveness. Stay current with emerging technologies and trends, evaluating their potential to improve IT operations.

• Handling IT Operations with 8 members of team at Sunera offshore in Internal IT Helpdesk that provides support and maintenance 24*/7 to 1200+ end users and 10+ External clients.
• SPOC for other team members w.r.t to IT Helpdesk issues and escalations
• To generate IT helpdesk biweekly tickets report & Engineer wise Performance reports w.r.t defined SLA’s with dashboard view in Excel
• Asset management and Validation
• Tickets management in ticketing tool, looking after the process and associates meeting the SLA’s withing the agreed timelines
• Auditing support tickets, Onboarding & Exit Tickets. Making sure that each IT Engineer works in the Ticketing systems w.r.t ITIL framework.
• Conducting Internal Reviews on periodic basis w.r.t Access Management, Asset management, Backups validation, License management etc
• Handling IT related Procurements. Connect with multiple Vendors as per the requirement, get the quotes generated, Getting Approvals from Management, Getting PO generated from Finance for the requirement, Following up with Vendors till the delivery.
• Maintaining IT Subscriptions sheet, repository for the available licenses, Servers, Domains, VOIP etc with their cost details along with Start and end date of Subscription with Periodicity for renewals.
• Activ track administrator, adding, deleting, providing different levels of access to the user, pulling required reports as requested on monthly and quarterly basis.
• Suggesting new changes and Implementations for IT Operations betterment and making sure that process is being followed by Help Desk Engineers.
• For new Automations following up with Management and concerned teams to the automations completed successfully as planned w.r.t to the requirement.
• Team Maintenance and IT Operations, Help Desk handling, Procurement, Policy Documentation & periodic reviews etc
• Implemented processes, controls and participated in Multiple audits to achieve ISO 27001, ISO 20000, Soc 1 Type 1, Soc 2 type 2, GDPR etc certifications for IT Team
• Handled one additional project as an IT Support executive for Frontage Labs

• For Connexion Projects (Medstatix & Clio Health Go)
• Direct coordination with COO of Medstatix in fulfilling the client’s requests and to collaboratively working for 100% quality-based support to the Patients and Providers within Medstatix
• Act as SPOC for Patient Support for both the Clients in their respective platforms through Emails as tickets
• Responsible for responding to the Patients Queries, Requests, Issues on a timely basis as per the HIPPA rules
• Medstatix Dashboard/ portal management, User management, Managing Groups, Practices, and their locations
• Responsible for generating Quarterly and monthly reports for Providers, Groups, and Practices (NPS Reports, Monthly Survey averages for Providers, Provider Communication Index graphs, Report cards, Patient comments, Provider Completion rates, Quarterly Metric Exports, Monthly & Quarterly percentages for Providers depending on the received surveys from Patients, etc.)
• Responsible to retrieve and record NPI values for all the Practices within the Medstatix
• Apart from Connexion projects supported the BU on requests (Manual application testing (HIL), Lead Generations, etc.)
• Along with Connexion Health collaboratively worked for the ITSM project
• Responsible for creating the Knowledge Base domain library for the Chatbots
• Generated Utterances and Intents for ITSM Chatbot
• To Provide Approval workflows, and to create SOP/ KB documents for basic common issues related to Password reset, Outlook, Microsoft Applications, VPN & Wi-Fi issues, etc
• Generated Service catalog (Ticket categorization) for ITSM chatbot

• Supporting the PepsiCo Employees and Contractors as Local and On-Call Administrator through Chats & Calls (outbound & inbound)
• To ensure compliance across ITIL processes
• To ensure the quality of satisfaction of users based on the proper functioning of the process
• Creating tickets for the Incidents, Service requests & creating the MIM tickets (Major incident management tickets) globally
• Prioritizing the ticket based on level of urgency by P1, P2, P3, P4 & P5
• Based on Risk factors effecting production (High, Medium & low)
• Issues related to Laptops, Desktops, Printers, Tablets & iPhone
• Access Management: Password Resets, Account Unlocks, Profile synchronization issues, Enabling/ Disabling the AD & MYIDM accounts, Profile changes/ Updates
• MYIDM: Profile registrations, Password resets, Adaptive Authentication issues & Requests for Reset
• Creating MYIDM tickets for Any connect & MLA access, O365 E3 licenses, Active Sync (Email access on Mobile), New DL’s, New mailboxes, Access related to Citrix and its applications and all other Application access used in PepsiCo
• Password resets for Citrix, Admin, Oracle, MP2 accounts and for other PepsiCo applications
• Complete O365 suite support (Outlook, One Drive, Excel, Word, PPT, MS VISIO, MS Project etc.,)
• Outlook: Credential Popup issue, Unable to connect to server issues, adding additional Mailboxes, Add in issues (Skype meeting, Condeco), Profile configurations, creating .pst files, adding missing folders from .pst to outlook etc.,
• Remote Access using Skype for Business and Team Viewer
• Mapping the Network drives & Increasing space, DL Management, Complete VPN support, Wi-Fi Driver/ Adapter issues & Device Management
• Package Installations/ Uninstallations through Roll Out Administration Tool (RAT server)
• Network Monitoring & MIM support in Out of Business Hours

• Worked as an associate, supporting the team in rotational shifts
• To act as a Single Point of Contact (SPOC) for all customers through Emails, Chats & Calls (outbound & inbound)
• To display a professional Service Attitude in dialogue with users
• To act as a broker for all Client Incidents, Requests and User information
• To detect, identify, log, classify, categorize, prioritize, investigate, escalate or restore service whenever possible
• To act on Events, Incidents, Service Request or Knowledge according to SLA’s
• To provide support with high First-Tier resolution rates where defined
• To act proactively and facilitate Self Service capabilities
• Creating the MIM tickets (Major incident management tickets) globally
• To prioritize the ticket based on level of urgency by P1, P2, P3 & P4 based on Risk factors effecting production (High, Medium & low)
• Remote Access using Skype 2010 Microsoft Tool
• To monitor the Networking alerts by using different tools like HPBSM (Business Service Management), NNMI (Node Network Management Interface) and Verizon portal
• Collaboratively working with Verizon in resolution of high priority incidents
• Continuous monitoring on complete Ahlstrom network (Primary and secondary nodes) and Servers
• Clearing the Malware/ Security Virus infected to the users host which are under SPXFLOW domain
• Helping the users in solving Technical/Software/Hardware issues and fulfilling their request accordingly

• Project Name Cisco –Customer Registry (CR)
• Client Cisco corporation, USA
• Location, Offshore
• ROLES:
• Analyzing the Cisco Customer data base and assist in the process improvement of the Data managing system
• The project works as the business operations front of the Master data management of the Cisco Customer data (Customer Registry)
• JOB RESPONSIBILITIES:
• Analyzing and assisting uses in the Hierarchy and Data correction on a day to day basis
• Find process gaps and data process to aid in increasing data quality in CR
• Have active conversations with the Technical operations team in automating the Process ensuring maximum data quality
• Attending discussions with the Client and bringing awareness with respect to the data And suggesting process fixes
• Understanding the process from End to End and trying to find better ways to reduce manual effort
• Tracking the processing of data meticulously to find patterns and aggressively monitor change
• Creating artifacts on patterns and multilingual data
• The data comes in translated and transliterated forms from many languages (Asian, European, African, Middle Easter languages)
• Processing multilingual data which covers manual errors, specificity with regions, system issues
• Visited “National Science and Technological Laboratory