SHEETAL KAPOOR
New Delhi
Summary
I have consistently proven my ability to meet deadlines and achieve project objectives, solve mission-critical problems and prioritize crucial tasks while maintaining the high standards expected of my role.
Overview
10
10
years of professional experience
Work History
ITSM Process Manager
Tata Consultancy Services
09.2021 - Current
- Administer the ServiceNow platform and ITSM modules, including Incident, Problem, Change, and Knowledge Management.
- Perform day-to-day support, handle user administration, and conduct bug fixes and enhancements.
- Increased overall productivity by providing training and support for team members in best practices and techniques.
- Empowered team members to take ownership of their roles by providing clear expectations, guidance, and support in achieving personal performance objectives.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
- Streamlined process workflows by identifying inefficiencies and implementing targeted improvements.
- Conducted thorough root-cause analyses for issues identified within processes, resolving problems quickly to prevent recurrence.
- Administrate common platform features like Workflows, Reporting, SLAs, Knowledge Base, and the Service Catalog.
- Create and maintain reports and dashboards using Performance Analytics to track key performance indicators (KPIs) and service levels.
- Develop comprehensive technical documentation, user guides, and process documentation.
- Work with business users, IT teams, and stakeholders to understand requirements, and deliver effective solutions.
Service Support engineer
Sopra Steria
04.2016 - 08.2021
- Supported day to day Production issue related to Oracle ERP (for all modules iProc, OM, Shipping, GL, AP, AR Purchasing).
- Oracle Tools/Components: Pl/Sql Developer, Data Loader, BI Reporting.
- Responsible for resolving critical Functional Issues related to financial module (AP, GL, AR and Sys Admin). Setups in PROD Instance. E.g. Calendars, Currency Rates, Chart of Account (COA), Cross Validation Rule and Security Rule Maintenance.
- Worked with Different Functional & Technical teams to support existing systems, processes and procedures. Performed fundamental administrative tasks including registering application and reports, defining new users, responsibilities, profiles, menu and setup value sets in the application.
Technical Support Engineer
Honeywell International
06.2015 - 03.2016
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues with respect to the severity.
Education
Bachelors - Computer Science
Amity University
01.2015
Skills
Drive improvements and ensure adherence to ITIL Best practices across Incident, Problem, Change, Knowledge, and CMDB processes
References
Prabhakar, Nayak, Engagement Manager, prabhakar.nayak@wipro.com, Wipro Technologies Canada
Interests
Biking, Cooking, Traveling, Badminton, Board-gaming
Awards
Gem Award June 2023 outstanding performance in handling the Major Incident and being proactive in the approach., Best Technical Expert: Nov 2019 , Inspiring performance: June 2019 My efforts were recognized for a very new project in a new domain my team worked on., Excellence in Execution: July 2018 For supporting each other and delivering tasks on time with quality., Star of the Month Mar 2017 For continuous efforts in providing the customer support.
Community Service
Volunteer, 2018, Taught Maths to orphanages.
Timeline
ITSM Process Manager
Tata Consultancy Services
09.2021 - Current
Service Support engineer
Sopra Steria
04.2016 - 08.2021
Technical Support Engineer
Honeywell International
06.2015 - 03.2016
Bachelors - Computer Science
Amity University
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