Sakshi Bist
IT ANALYST
Gurugram,Haryana
Summary
Astute, insightful and forward-thinking Business Analyst with strategic and tactical planning abilities. Knowledgeable about all facets of IT operations, markets and customers. Central in keeping companies agile and productive in changing markets.
Overview
5
5
Certifications
4
4
years of post-secondary education
8
8
years of professional experience
Work History
Business Process Consultant
TATA CONSULTANCY SERVICES
Gurugram, HR
08.2017 - Current
- Devised processes to boost long-term business success and increase profit levels.
- Led corrective action plans, procedure development, and training programs.
- Managed more than 15 client business projects across different vertices in last 7 years.
- Evaluated situations and delivered targeted solutions using various tools and resources.
- Enhanced client satisfaction ratings by resolving difficult customer issues through completion.
- Investigated ITSM area to devise strategic initiatives improving operational structures, policies and management systems.
- Strengthened ITSM by reviewing process data, developing solutions and monitoring implementation.
- Provided personalized business consulting and overhauled services to strengthen client success.
- Developed and deployed ServiceNow ITSM project while minimizing business interruption and enhancing IT and Business operations.
- Applied agile methodology to shorten cycle time and achieve target margins.
- Assisted with internal and external communication resulting in improved transparency.
- Led sprint reviews, daily scrums and planning meetings to realize full team engagement.
- Assessed each scrum team member's responsibilities and delegated tasks to balance each employee's workload.
ITSM Process Lead
TATA CONSULTANCY SERVICES
London, United Kingdom, England
08.2015 - 12.2017
- Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
- Led team of developers and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
- Oversaw development and implementation of improvements to support and network operations.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Coordinated ITSM projects, including defining scope, managing milestones and maintaining strong relationships with all stakeholders.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
Tools Administrator
TATA CONSULTANCY SERVICES
New Delhi, DL
08.2014 - 01.2016
- Worked directly with IT Management to align ServiceNow with IT organization strategy.
- Performed user account administration and governance, including group maintenance, user roles and process user license tracking, and monitoring of single-sign on providers.
- Developed workflows and scripts to automate ITSM processes, decreasing MTTR by 80% and saving client $5.5K per month.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Expertise in the administration, support, and operation of the Orion SolarWinds platform including Network Performance Monitor (NPM), Network Configuration Manager (NCM), Server & Application Monitor (SAM) and IP Address Manager (IPAM) ,Network Traffic Analyzer(NTA) and Web performance Monitor (WPM) , NETCOOL OMNIBUS AND MICROSOFT SCOM.
Education
MBA - Business Administration
Indian School of Business
Hyderabad 06.2021 - Current
Bachelor of Engineering - Electronics And Telecommunications
Gauhati University
Guwahati 06.2010 - 06.2014
Skills
Functional & Business Requirements
Cost Management
Stakeholder Management
Resource Utilization Planning
Stress management
Critical thinking
Conflict resolution
Data analysis
Communication skills
Adaptability
Project planning and development
Scrum methodology
Stakeholder relationship management
Risk mitigation planning
Planning and Coordination
Certification
PRINCE 2 Certified
Accomplishments
- Implemented operation procedures for Network Operations team, reducing MTTR (Mean time to Repair) by 50% & increasing efficiency by 80% in 6 months, earning Star of the Month (Oct’15) & Star of the Quarter (Jun’16) awards.
- Managed and developed scripts to automate ITSM processes, decreasing MTTR by 80% and saving client $1.5K per month; landed client’s appreciation certificate (Feb’16) & Star of the Month award (Mar’16 & Jun’16).
- Spearheaded the project for assessing and addressing the monitoring system issues, increasing business systems and applications availability by 40% and saving client $35K per month earning Client Appreciation Award and TCS Star Of the Quarter Award in March 2020.
- Reviewed IT processes to identify areas for improvement in IT infrastructures and business holistically earning Client Appreciation award in Jan 2021.
- Designed and Spearheaded the ServiceNow Migration Project, resulting in a consolidated ITSM processes and tool across four recently merged entities and streamlining of the IT process across all the business units.
- Saved the company $35K per year by designing and implementing a successful Tools Integration Project and automating the complete NOC monitoring.
Timeline
PRINCE 2 Certified
08-2021
MBA - Business Administration
Indian School of Business
06.2021 - Current
ServiceNow Administrator
12-2020
Six Sigma Green Belt Certified Professional
01-2020
Agile Certified Practitioner
12-2019
Business Process Consultant
TATA CONSULTANCY SERVICES
08.2017 - Current
ITSM Process Lead
TATA CONSULTANCY SERVICES
08.2015 - 12.2017
ITIL V3 Foundation
07-2015
Tools Administrator
TATA CONSULTANCY SERVICES
08.2014 - 01.2016
Bachelor of Engineering - Electronics And Telecommunications
Gauhati University
06.2010 - 06.2014