SG_rsme
- 1. SriHarikha Giri Email:srigirihari@gmail.com Mobile:9581000239 6.7 years of IT experience with Infosys LimitedinITIL (Information Technology Infrastructure library) operations withproficiency in Change Managementand also a variety of projects within IT. Objectives To obtain a change analyst or a service coordinator role and help the management implement changes with service improvements in business processes so that the company stays in line with the changing trends and times Key Skills Client relations Change management Environment Support Analyst Able to speak and give presentationsin front of large audiences. Proficient with Excel,Access, Word , PowerPoint. Professional Experience Adetailed understanding of how to manage the Software change request process from plan, execution, monitor and control. Assess the change impact Responsible for communication regarding change status to client and process. Preparing status reports on Daily/weekly/Monthly basis. Basic fundamental knowledge on Servers and Data Centre operations. Ability to learn new things. Good communication and written skills Good leadership skills. ITIL Foundationcertified. Awarded best team in RWEST for Q2 2015 Got a certificate of appreciation as a best performer for FY 2011. Awarded MVP (Most Valuable Player) for the entire business unit for FY 2012-13. Awarded best offshore performer for WOW customer service in Q1, FY 2013. Career History Environment support and Change Analyst Oct’11 – till date Infosys Technologies Ltd, Client :- RWEST, Germany& UK. Management of IT Application and infrastructure change request, approvals and the scheduled release in to the staging, test, development and production systems. Study the risks, benefits and cost of organizational changes Ensure initiated and implemented changes are seamless and effortless Update the management and clients about the status of changes and issues arising out of them
- 2. Formulate solutions that ease adaption and implementation of changes To collaborate with other Client IT teams and services, e.g. DBA teams and infrastructure teams, to ensure successful management of production & non-production environments. Recording of RFCs involves logging of the RFC in the Change Management system. Recording must include all details required to assess the RFC. Review of RFCs involves checking to see if the RFC is complete and free of obvious defects which would make it impractical or impossible to implement. Review progress and evaluate if more Subject Matter Experts (SMEs) are required and escalate accordingly. All change requests and approval data is maintained to ensure accuracy. Identification and communications of failed or unauthorized production system changes. Effective integration and interaction with other service support areas. Actively participated in the establishment, improvement, documentation, communication, and enforcement of configuration and change management processes for software, hardware, and systems. Revenue Assurance and DCO lead Aug’09 to Sep’11 Infosys Technologies Ltd, Client :- Level3 Communication, US. Was Leading and been SPOC for all the Disconnects Cost operation and Revenue Assurance operations. Coordinate Issue Resolution with various teams, manage conference calls , clients updates on issue progress Manage a team of 5 people for daily operations from offshore. Escalate unresolved calls to the infrastructure support team. To maintain a high degree of customer service for all support queries and adhere to all service management principles Process understanding and improvement. Co-ordinations with other groups for easy and effective closure of billing. Academic Qualification MSc: Sri Krishnadevaraya University, 2012 (Public university in Anantapur, Andhra Pradesh, India) BSc: Achariya Arts and Science College (AASC), 2008 (Pondicherry, India) Technical Skills Operating systems - Microsoft Windows Office Automation tools - MS Office Tools Used Hp Service center Granite Ops console AixBOMS CMDB SNOW Sharepoint