Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Certification
Interests
Timeline
Hi, I’m

Shilpa Caroline

Bangalore
Shilpa Caroline

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
years of professional experience
4
years of post-secondary education
1
Certification

Work History

EY
Bangalore

Supervising Associate
03.2020 - Current

Job overview

  • Successfully lead a team of change management analysts in identifying, assessing, , creating and managing infrastructure changes that could affect business operations
  • Manages and oversee end-to-end all infrastructure related Changes and Releases ,Schedules, coordinates and involves in BAU meeting ,Stakeholder Management
  • Successfully coordinated and executed release planning, scheduling and implementations for over 200 application releases with no production down time
  • Managed change requests for over 500 applications ensuring all changes were properly documented, reviewed and approved prior to implementation
  • Successfully led and completed 3 sprint plans and 5 project plans, on time and within budget
  • Managed the capacity of a team allocating tasks based on skillset and availability
  • Partook in change management activities for a $2B company, ensuring the successful transition to a new release
  • Reduced risk exposure by 35% through the implementation of disaster recovery protocols
  • Successfully coordinated and executed UAT/ DR testing for Canvas Application with 0% negative feedback from users
  • Conducted interviews with key stakeholders to gather feedback on current processes, leading to the development of 3 process improvement initiatives
  • Successfully led the root cause analysis for 50 high severity incidents, reducing mean time to resolution by 20%
  • Informed leadership and stakeholders of upcoming changes and releases, ensuring a coordinated and successful transition
  • Chaired weekly Change Advisory board (CAB & E-CAB), where changes to the production environment are approved or denied.

Endurance International Group
Bangalore

Service Operation Coordinator&nbsp
08.2018 - 03.2020

Job overview

  • Managed end-to-end incident response for critical P1/P2/P3/P4 incidents, following escalation process accordingly
  • Successfully initiated process bridge calls and technical stand up calls to resolve incidents in a timely manner
  • Successfully managed and resolved over 500 high-severity incidents, ensuring minimal customer impact
  • Conducted root cause analysis of system outages to prevent future disruptions and mitigate $50K in damages
  • Maintained knowledge database, resulting in decreased number of duplicate tickets by 15%
  • Efficiently coordinated between multiple teams to ensure all changes are completed in a timely manner
  • Successfully managed over 1,000 changes with a 99.6% success rate
  • Took full responsibility for the outcome of the transformation, which resulted in increased efficiency and productivity across the company.

Vodafone Global Services
Bangalore

Service Consultant
04.2016 - 08.2018

Job overview

  • Achieved target resolution time for major incidents by engaging cross-functional teams and Service Providers within 1 hour, resulting in a 5% improvement in customer satisfaction scores
  • Successfully gathered the root cause of the problem by coordinating with multiple teams and vendors which resulted in permanent resolution within 48 hours
  • Conducted diagnostics and troubleshooting for: Faults like Link Down, Packet Loss& Link Flapping reported on Corporate and Internet Links for high-end customers
  • Performed loop testing for SDH transmission and MPLS based faults to isolate issues on the network segment
  • Worked closely with Vendor / Local ISP Suppliers for fault resolution
  • Successfully resolved over 500 incidents.

Infosys BPO Ltd
Bangalore

Senior Process Executive
05.2014 - 04.2016

Job overview

  • Served as first line support for voice and data to over 500customers, ensuring optimal productivity by resolving technical issues in a timely manner
  • Successfully troubleshot and resolved over 1,000 incidents per month, reducing average resolution time from 2 days to 4 hours
  • Maintained 99% customer satisfaction rating by proactively addressing customer concerns and handling escalated issues
  • Took initiative to develop new documentation and process improvements that increased team productivity

Education

Anna University

from Computer Science Engineering
07.2008 - 04.2012

University Overview

Skills

Leadership

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Additional Information

Additional Information
  • Extra Miler Award
  • Spot Awards
  • Excellent Client service Awards

Accomplishments

Accomplishments


  • Achieved time efficiency by introducing Automation for change management ticket creation tasks
  • Collaborated with teams in the development of various automation projects for process improvement

Certification

ITIL V3 foundation

Interests

Basketball

Dancing

Sports and games

Painting

Traveling

Timeline

Supervising Associate
EY
03.2020 - Current
Service Operation Coordinator&nbsp
Endurance International Group
08.2018 - 03.2020
Service Consultant
Vodafone Global Services
04.2016 - 08.2018
Senior Process Executive
Infosys BPO Ltd
05.2014 - 04.2016
Anna University
from Computer Science Engineering
07.2008 - 04.2012

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Shilpa Caroline