Ruchika Parwani
Nagpur
Summary
Experienced Systems Engineering Consultant III with a strong background in Project Management as well. Skilled in leading cross-functional teams, optimising processes, and delivering impactful solutions that enhance user experience. Actively pursuing opportunities to drive innovation and execute high-impact projects.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Engineer III Consultant - Systems Engineering
Verizon Data Services India Pvt. Ltd
Hyderabad
09.2016 - Current
- Extensive experience at Verizon, successfully led multiple technology projects and managed critical incidents.
- Spearheaded the Windows 11 migration project, defining scope, developing comprehensive plans, and coordinating with global teams for a seamless rollout.
- Initiated automation ideas that significantly reduced IT Help Desk volumes and enhanced self-help processes.
- Designed process maps to optimize efficiency and effectively communicated project progress to stakeholders.
- Prepared detailed Excel reports to support project management activities.
- Conducted data cleansing using Power BI, improving data quality and reporting accuracy.
- Utilized Power BI for advanced data visualization and proposed ideas for dashboard creation and reports to inform strategic decision-making.
- Handled escalated service incidents, ensuring rapid resolution and minimal disruption.
- Acted as the key point of contact for critical issues, leading cross-functional teams in resolving high-priority incidents.
- Implemented strategies to improve the quality of incident management and project deliverables, contributing to overall service excellence.
- Currently leading the Windows Hello adoption project to drive a passwordless environment.
- Actively learning SQL to expand technical expertise and enhance data management capabilities.
Client Technical Support Associate
Dell International Services Ltd
Hyderabad
08.2015 - 09.2016
- Analysed and resolved complex technical issues for USA consumers on Windows-based Dell systems, achieving a 95% resolution rate.
- Provided top-notch support through phone, email, and chat, consistently meeting turnaround times.
- Successfully addressed OS-related problems, configured devices for home networks, and managed In-Home Repair services.
- Offered data backup and security support, while promoting warranty services and products, contributing to increased revenue.
- Proficiently resolved basic network issues and maintained accurate records of support activities.
- Demonstrated strong communication skills to deliver exceptional customer service.
Process Associate
Genpact
Hyderabad
06.2014 - 07.2015
- Managed order entry and processing for a healthcare company, COVIDIEN (Medtronic), utilizing VMware and Oracle JD Edwards Enterprise One for efficient order management.
- Resolved issues related to pricing, shortages, overages, returns, damages, and incorrect order discrepancies.
- Delivered superior customer service by providing business clients with pricing, contract, and inventory information.
- Ensured smooth order processing through daily monitoring and timely reporting of data, exceptions, and proactive alerts.
Education
Bachelor of Engineering - Computer Science
Rashtrasant Tukadoji Maharaj Nagpur University (RTMNU)
08.2014
Skills
- Systems Analysis
- Technical Writing
- Project Management
- Data Analysis
- Troubleshooting
- User Experience
- Systems Engineering
- Project Delivery
- Technical Project Coordinator
- Incident Management
- SQL
- Tech Support
- Customer Service & Excellence
- Microsoft Certified Professional
- End User Support
- Power BI
- SPLUNK
Certification
- 12/01/21, Scaled Agile Framework, Scaled Agile, 65797560-0240
- 12/01/21, PRINCE2 Foundation Certificate, Axelos, GR656230313RP
- 12/01/19, Professional Scrum Master I, Axelos, https://scrum.org.certificates/480512
- 11/01/19, ITIL 4 Foundation, QuickLearn Systems, GR671093075RP
- 12/01/18, Microsoft Certified Professional, Pearson Vue, G991-8849
- 12/01/18, Microsoft Certified Solutions Associate: Windows Server 2012, Pearson Vue, G995-2575
- 12/01/18, Microsoft Certified Solutions Expert: Cloud Platform and Infrastructure, Pearson Vue, G996-3277
- 12/01/24, Site Reliability Engineering (SRE) Foundation, Devops Institute, GR558001458RP
Accomplishments
- Held the 'Leading' bucket for KPIs and yearly performances at Verizon.
- Achieved high resolution rates and customer satisfaction scores.
- Promoted from Engineer II-Tech Support to Engineer Consultant III-Systems Engineering.
- Earned a place in Verizon's Women of the World Leadership Development Program.
Personal Information
- Date of Birth: 03/27/92
- Nationality: Indian
Timeline
Engineer III Consultant - Systems Engineering
Verizon Data Services India Pvt. Ltd
09.2016 - Current
Client Technical Support Associate
Dell International Services Ltd
08.2015 - 09.2016
Process Associate
Genpact
06.2014 - 07.2015
Bachelor of Engineering - Computer Science
Rashtrasant Tukadoji Maharaj Nagpur University (RTMNU)
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