ITIL Consultant, 01/2016 - 05/2016 Allstate – Calabasas, CA,
Experienced in several ITSM tools (i.e., Service Now, Remedy, HPSM,
and HP Quality Center)
Coordination of planning, build, test and deployment of quarterly
releases
Facilitate the monthly governance meetings to review ITIL processes
performance against defined SLA's
Assists SSAE-16 auditing of the process for compliance with
documented procedures
Effectively driving test management during project execution
Administer the tools which includes Asset Management, Change
Management, Service Catalog, and various integrations.
Effectively driving continual service improvement using lean for
adding value to the services in improving
->Change success improved from 92% to above 98%.
Reduced emergency change improved from 5% to less than 1 %
-> Cycle time reduction for creating change by 42%
-> Reducing incident aging from 120 days to less than 5 days.
Optimizing the Service Catalog.
Driving proactive problem Management.
Automating the Service Management performance metrics, Worked as ITIL consultant for Sunoco's Retail Payment Systems Group
which is responsible for processing all Credit Card Transactions for
Sunoco's 6000 sites.
Perform Gap analysis of existing workflows as compared to industry
best practices, and assist with alignment of current business processes
with best practices and industry standards for effective handling of
Service request, Incident, Problem, Change and Release Management.
Walk through of the proposed process workflow and policies (post Gap
analysis)
Operated with business and technical teams to incorporate TO- BE
process in Service Management Tool
Train the team on the finalized process for better understanding and
effective implementation of defined processes.
Design the dashboard to monitor the process performance for monthly
management reviews and analyze the trends and improve the process
maturity.
Design and document the CSL and KM for Incident, Change, service
request and problem management processes.
Provide on-going technical assistance, software
configuration/customization assistance including, but not limited to:
screen tailoring, workflow administration, report setup, and data
imports.
Designed and coordinated with service now team to Configure the
following:
-> Reports and dashboards for users, managers, and executives
->Application roles and access controls
-> Dashboards and homepages.
Manage program, project and key stake holders expectations of releases
Staged a project kick-off meeting for Understanding Business
Requirement Documents & Functional Requirement Documents to
identify gaps
Developed the release plan for the tasks, dependencies and participants
required to mitigate the risks to system quality and obtain stakeholder
support
Converse with stake holders on prioritizing the release activities based
on the criticality, impact and risk associated with releases
Formulate the release document comprising of the details of the
changes which would be deployed among various geographical areas
Working closely with the testing and environment lead to ensure that
all releases have been through the testing life cycle and met all relevant
key criteria
Key to approving whether an activity should be released into
production and understand the positive and negative impacts of those
changes
Review of test scope, test case creation and uploading the approved test
cases into HP Quality Center
Review of the executed test cases using HP Quality Center to test
application functionality against system requirements to ensure
security and performance and defects are reported in the same tool
Worked closely with the Change Manager to coordinate multiple
activities within the same release window and identify all dependencies
to ensure a smooth release and minimize impact to the business
Worked closely with the deployment team to minimize the possible
outage for any incidents records post implementation
Contribute in Post Implementation Reviews to document and
implement any relevant lessons learned after each release
Publish release dash board with the summary of the changes
implemented in current release along with associated geographical
regions.
Test Analyst, 11/2006 - 06/2011 HSBC Bank – City, STATE,
Coordinate the incident resolution for Medium and low priority
incident with end users and development team to resolution.
Coordinating the testing activity of incident fix
Publish timely dashboards depicting the project status, defect
summary, dependencies and current challenges
Understanding business requirement documents and functional
requirement documents
Coordinating with testing team on translating the functional
requirements into test scenarios for UAT and regression testing
Actively involved in One-HSBC global project as a consultant liaising
with business and technical team
Responsible for managing the test life cycle and ensure that it was
delivered timely
Identify training requirements
Develop test plans for the tasks, dependencies and participants
required to mitigate the risks to system quality
Liaise with the tester coordinators and developers leads at various
phases of testing process
Effectively managing the project by involving in defect status call and
project status call
Aligned staff and improved quality of support by attending
requirement and solution calls with customers and teams in order to
eliminate unnecessary post project rework
Operational readiness (performance, regression, quality, deployment
testing)
Supported junior staff in a timely fashion
Track and prepare the report of testing activities, test case coverage,
required resources, defects discovered and their status, performance
baselines
Prepares / updates metrics dashboard at the end of a phase or at the
completion of projects
Attend incident management group meetings to work on the incidents
logged post deployment.
Education
Bachelor of Science: Electronics &
new and changed policies. Communication Engineering, Expected in 2005 - - , GPA: Communicating new and changed policies Anna University
Establishment of measurements and targets to improve process Chennai, Tamil Nadu
effectiveness and efficiency
Builds analytics and reports to measure effectiveness of ITIL processes. Coordinate disaster recovery plan documentation, DR objectives
approval and facilitation of annual disaster recovery exercises with
issue logging and reporting.
Accomplishments
W TUCSON ST #1111, BROKEN
based on ITIL Best Practice principles thereby managing the entire IT
ARROW, OK 74011
Infrastructure & Operations, ensuring Business Continuity Protocols and
Project Management with expertise into core process areas of Incident,
Problem, Change, Release & Deployment Management and process
implementation in ITSM tools.
Have acquired experience as an IT https://www.linkedin.com/in/vara-
professional across a diverse set of industries: Financial Services, Banking, prasad-39532a4a
Retail & Personal Credit card, Oil & Gas.
Provide on-going technical assistance, software
configuration/customization assistance including, but not limited to: ITIL V3 Foundation Certified
screen tailoring, workflow administration, report setup, and data ITIL V3 Intermediate Certified
imports in service now.
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