pramila suvarna

The Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization

Involved co-ordinating customers calls and giving first level telephonic and E-mail support and updating the databases from management reports on weekly, fortnightly and monthly basis on Lotus Notes IT Helpdesk Service/ Call-co-ordinator & MS-Excel as per Service Level Agreement. This data was useful to the HPISO IT management to plan the growth of IT department.

ITIL Process Implementation for Netsol team at Customer Location To implement ITIL best practices for Netsol team based at different customer locations. To interact with customer and understand site specific requirements. To create framework for services, so as to ensure that the SLA is met. To create required formats and checklist for daily operations. To create templates for the generation of daily, weekly and monthly reports. Rollout of the best practices. Prepare audit schedule, conduct audit, and generate audit reports, follow-up for closure of audit findings. Process Implementation for Managed Service Group Defining process for smooth operation of managed services (TM and SD Manual). Defining metrics to measure the operations. Implementing process to managed service group members. Roles and Responsibilities: To draw process, procedures and formats for Service Desk Incident Management Desktop Server Network Change Management Configuration Management Problem Management Roll out of the above mentioned procedures To ensure that one set of reports are generated at the roll out phase

Network Solutions is India's fastest growing enterprise-wide network integration company, with its headquarters in Bangalore. Job profile involved coordinating activities of Technical support, first level support telephonic and e-mail; customers calls and updating the database on weekly, fortnightly and monthly basis on FoxPro.

Job profile involved co-ordinating customers calls and giving first level telephonic and E-mail support and updating the databases from management reports on weekly, fortnightly and monthly basis on Lotus Notes IT Helpdesk Service/ Call-; & MS-Excel as per Service Level Agreement. This data was useful to the HPISO IT management to plan the growth of IT department. e.

* Job profile involved demonstration of XeeMail messaging software to clients, * Training customers on XeeMail, Telephonic and e-mail support, * Co-ordinating Customer Support and Marketing activities. * f.; . Worked as Teaching; for International School of Computer Technology (ISCT), Koramangala-Bangalore. * Job profile involved training students in C, COBOL and providing software * support for students in the lab.

* was involved in development of financial software package for Investment Systems Management using Clipper. * Projects undertaken as part of Diploma Curriculum: * Trial Balance using - COBOL. * Target Monitoring Systems using dBASE III plus and Spreadsheet. * Telephone Directory using C. * Sales Monitoring Systems using Sybase.

Handling of P1 & P2 Escalated calls and maintaining of the Quality at Helpdesk. Reviewing Daily & Weekly Escalated calls basis on internally developed software SD (Service Desk). Maintains the communication channel with respective Engineers, Users and HP Management. -Talking to Engineers regarding escalated calls & send weekly Escalation Review Report to technical managers. -Follow up with Engineers & ensuring minimum escalation & also monitor SD incidents Quality - Follow up with the engineers with pending calls & send an Escalation mail to tech leads if engineers are not able to solve the case.

During the curriculum, gained practical exposure on RDBMS like Sybase and Operating Systems like DOS & Unix. In depth study of languages & packages viz : COBOL, C, FOCUS,dBASE III Plus, Clipper, MS-Windows, MS-Office as part of the curriculum.