Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Sree lekshmi

Summary

Experienced ITSM leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

14
14
years of professional experience
1
1
Certification

Work History

ITSM Lead

U.ST
11.2023 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Paid attention to detail while completing assignments.
  • Strengthened communication skills through regular interactions with others.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Major Incident Manager

U.ST
11.2021 - 11.2023
  • Led major incident response efforts, coordinating cross-functional teams to restore services efficiently.
  • Developed and implemented incident management processes, improving resolution times and reducing service disruptions.
  • Facilitated post-incident reviews, identifying root causes and recommending improvements to prevent recurrence.
  • Mentored junior team members on incident management best practices, enhancing overall team performance.
  • Collaborated with IT stakeholders to ensure adherence to service level agreements during incident resolution.
  • Enhanced team performance by providing regular training, coaching, and feedback to staff members.
  • Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends.

Senior Service Desk Analyst

U.ST
02.2016 - 11.2021
  • Provided technical support for complex issues, ensuring timely resolutions and high customer satisfaction.
  • Diagnosed and resolved hardware and software problems, enhancing service desk efficiency.
  • Collaborated with cross-functional teams to streamline incident management processes, improving response times.
  • Mentored junior analysts, fostering skill development and knowledge sharing within the team.
  • Managed escalations effectively, coordinating with stakeholders to resolve critical incidents promptly.

Process Associate

RR Donnelley
10.2011 - 05.2015
  • Streamlined workflow processes to enhance operational efficiency and reduce processing time.
  • Implemented quality control measures to ensure consistency and accuracy in data management.
  • Trained and mentored junior team members on best practices and standard operating procedures.

Education

Bachelor of Arts - Commerce

Govt Arts College
Trivandrum, India
06-2010

Skills

  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Excellent communication
  • Critical thinking
  • Organizational skills
  • Active listening
  • Decision-making

Certification

ITIL V4 Certfication

Languages

English
Bilingual or Proficient (C2)

Timeline

ITSM Lead

U.ST
11.2023 - Current

Major Incident Manager

U.ST
11.2021 - 11.2023

Senior Service Desk Analyst

U.ST
02.2016 - 11.2021

Process Associate

RR Donnelley
10.2011 - 05.2015

Bachelor of Arts - Commerce

Govt Arts College

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Sree lekshmi