Basketball
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hi, I’m
Shilpa Caroline
Bangalore
Summary
Overview
9
years of professional experience
4
years of post-secondary education
1
Certification
Work History
EYBangalore
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 GroupBangalore
Service Operation Coordinator 
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 ServicesBangalore
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 LtdBangalore
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
Business communication
Problem management
Stakeholder management
Data Analysis
Risk Analysis And Risk management
Project management
Ms Excel
MS PowerPoint
Servicenow
Jira
Release management
Project planning
ITIL best practices
Decision-Making
Interpersonal Communication
Teambuilding
Multitasking Abilities
Cultural Awareness
Excellent Communication
MS Office
Teamwork and Collaboration
Dependable and Responsible
Analytical and Critical Thinking
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
Dancing
Sports and games
Painting
Traveling
Timeline
Supervising Associate
EY
03.2020 - Current
Service Operation Coordinator 
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