Project control services senior analyst
Accenture technologies
Total years of experience :18 years, 5 Months
• Following up all the tickets to closure within the SLA and track the aged and last updated tickets for incident, problem and change
• Daily track the High visibility incidents (P1 & P2) and preparing the trend analysis for tower wise
• Ticket audit - To ensure the related fields are entered correctly, analyzing and monitor the invalid pending tickets
• Generate weekly and monthly outage KPI reports and provide to senior Management
• Drive problem tickets- Aging tickets for RCA and implementation, Pareto Analysis for all the tickets
• Being appraised of the changes happening -High visibility changes and critical changes in the environment
• Service Management reporting - Acceptance, Resolution & Task SLA for Incident/Problem/Change, KPI data management, Towers health Dashboard and preparing PPT for Weekly status report (WSR)
• Analysis - Open tickets, inflow and outflow, Backlog, Breached, About to Breach, Daily track on tower wise and employee wise Productivity
• Daily connecting all towers via bridge call and analyzing issues and progress tracker and area to grow
• Ad-hoc reports to the Top Management, Work closely with senior managers and other leaders to schedule the resource assignments
• Create queries in ServiceNow ticketing Tools and manage customer reporting administration
• Resource Management- Coordinate with WFM and resource utilization, Manage the client Roll on & Roll off, Arranging the induction program for roll on resources
CURRENT EMPLOYER : Wipro Technologies
Tenure : Nov.2010 - till date
Role : Project Management Office (PMO)
Roles & Responsibilities:-
• • Manage the client onboarding & off boarding, NDA, BGV, arranging the induction program for onboarding resource
• MIS reporting -SLA report, KPI data management, Towers health Dashboard, and Employee Database Management, PPT for Weekly status report (WSR), Monthly/weekly highlights
• Dealt Business continuity planning (BCP), Asset Inventory report, Coordinate with Facility management Group and Transport team and tracking Mandatory trainings for the project
• Analysis - TOFA, Productivity, Open tickets, Backlog, Breached, About to Breach, Daily track on Incident/problem (CAPA)/Change Managements
• Analysis of SLA and SLR prediction, Monitor the effectiveness of the ServiceNxt Analyst tool and make recommendations for continued enhancements
• Daily connecting all towers via bridge call and analyzing issues and progress tracker and area to grow.
• Preparing ITINERARY and Organize the FMG arrangements, R&R and fun activities while visiting client & TOP level management
Achievements & Value Adds
• Have successfully provided 9 Service Improvement plan (SIPs) that got implemented across Projects
• Automated daily hygiene report and reduced manual work of 1 hour across 22 teams
• Formalized escalation process and introduced SharePoint model for CALL TREE
• Top performer in overall project for 5 consecutive times
• Maintain Quantitative and Qualitative requirements of the process and To maintain process level accuracy of the data and TAT
• Adhere to the confidentiality of the records of the customers
• Working as Customer Service Associate for an US based Healthcare process.
• Analyze scanned documents which is more patient’s details, need to change Explanation of benefits (EOB) and upload the same in the relevant application in MS Access.
• Need to take all backups like port, chassis, pie backup, then create the new equipment
• Update equipment and Chassis in TNE, test and match data with correct fields, every process need to get successful transition
• Modify plug-in and enter Tie connection, maintain process level accuracy of the data
• Capture INE (Intelligent Network Element) related information in Telcove and Rectify the Granite path with newly created equipment
• Adhere to the design brief from the client or designer using Photoshop, Corel draw and PageMaker software
• Produce graphics such as diagrams, charts and tables, layout, formatting, selecting and checking colors
• Scan and edit photographs and other images with proper positioning with text
• Ensure that each page of the document is uncluttered and well balance to fit the page, designing visiting and invitation cards, banner etc.,
Degree in
’s Degree in Economics, Statistics, mathematical methods etc,
in