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
undefinedCertification
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
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