Business Analysis
Sushmita Mukherjee
Configuration Manager - IT Products
Pune
Summary
Experienced Configuration Manager with a proven track record of optimizing systems and processes within dynamic environments. Seeking a challenging role where I can leverage my expertise to drive efficiency, ensure compliance, and implement best practices. Dedicated to streamlining workflows, minimizing risks, and enhancing scalability within an innovative and growth-focused organization. Competent Product Specialist with more than 7 years of experience working in customer service. Skilled in demonstrations, data collection and data corelation program. Proactive Product Specialist with advanced problem-solving skills and technical aptitudes. Effective at working independently and as a contributing member of a team. Talented in day-to-day product management and financial analysis. Astute [Job Title] with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Competent Product Specialist with more than [Number] years of experience working in customer service. Skilled in demonstrations, data collection and [Type] program. Proficient in brand positioning strategies and sales team building.
Overview
3
3
years of professional experience
1
1
Certification
3
3
Languages
Work History
Product Specialist, Configuration Manager
TCS
02.2016
- Specialize in configuration management and data oversight in niche areas
- Possess hands-on expertise in ServiceNow, proficiently handling CMDB tasks such as data modeling, service mapping, service catalog maintenance, incident and change management
- Thoroughly document business requirements, workflows, use cases, functional specifications, test plans, test cases, and data mappings for CMDB enhancements or alterations
- Strategically plan, oversee, and maintain control over the Configuration Management Database (CMDB), ensuring data accuracy, robust reporting, and meticulous status accounting
- Conduct knowledge transfer sessions for teams and stakeholders, collaborating with internal and external partners to advocate and train staff on effective configuration management protocols
- Collaborate with stakeholders and Configuration Item (CI) data custodians to ensure CMDB data quality
- Act as a subject matter expert (SME) in configuration management, providing guidance and support to team members and stakeholders
- Acquire cross-functional skills in discovery sources like ITOM and SolarWinds, continuously enhancing automation and maintaining non-discoverable data attributes while integrating other asset management systems as needed
- Execute quarterly Data Center Audits, validating configurations, conducting audits, and generating reports to uphold Infrastructure service integrity
- Gather, record, and manage precise details about Configuration Items (CIs) and their interrelationships within the CMDB database
- Proficient in managing Application Lifecycle processes, providing support to vendors and stakeholders across the ServiceNow platform.
Senior Process Associate
Convergys
08.2013 - 02.2016
- Provided technicial assisstance for Service activation requests
- Handled incident tickets on BMC tool for delayed service activation
- Responsible for conducting formal and informal training sessions with business and technical end users
- Handled escalations and trouble tickets
- Develop training guides and communications regarding new features and functionality
- Defining the roadmap to achieve the stated objectives in the form of key performance indicators (KPI’s) Understanding of Network/IT/Telecom Product
- Maintains and develops the Known-Error Database (KEDB) including all errors, trends, and data analysis.
Education
Skills
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Key Value Adds
- Reduced Azure service request SLA from 2-3 days to a few hours by implementing automation and streamlining approval processes.(initially multiple teams were involved for approvals to onboard Azure services along with parent Application & Attributes) Automation lead to a 90% decrease in manual efforts and improved customer satisfaction by enhancing governance, minimizing risks, and ensuring continuous service during the COVID-19 pandemic
- Developed support documentation empowering users to enhance skills and utilize system features independently. Reduced reliance on support team by enabling users to find solutions to queries autonomously, leading to squeezed “Average Handling Time” per query and ensured timely, concise responses.
Software
Service Design
Consulting
Certification
ITIL V3
Interests
Product Owner
Project Management
Timeline
Product Specialist, Configuration Manager
TCS
02.2016
Senior Process Associate
Convergys
08.2013 - 02.2016
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