Preetha

Preetha Venugopalan Mobile: [login to view URL](Philippines) [login to view URL](India available after Aug) email: & Career Objective: • To develop my skills and abilities through hands-on-experience and to learn from the best. • To ensure my personal growth as well as the growth for the organization. • To be fast, focused and flexible towards achieving goals. Resume Summary: • 4 + Years of Total Experience. • 3+ Years of Deployment Manager, Project Coordinator & ITIL Coordinator • CCNA Certified. • ITIL Foundation V3 Certified. Experience Summary: • Wipro Technologies –System Engineer - Feb 2007 to Till date • HCL Technologies Limited –Technical Support officer- Nov 2005 to Jan 2007 • NetVision Cybertech Pvt Ltd – Telesales Executive - June 2005 to Oct 2005 Technical skills: Certification Cisco Certified Network Associate (CCNA) & ITIL Foundation V3 Certified. Languages C,VB, FORTRAN, HTML, Java(Basics) Operating System Windows 98/2000/XP/Vista/Windows 7 Database MS Access (Creating Tables, Forms and Reports) Office Tools MS Word, MS Excel, MS Power Point, MS Project & MS Visio Work Experience: Title Wipro Technologies Task Deployment Manager, Project & ITIL Coordinator Duration 36 Months Place Chennai Project – BT(Deployment Manager) Description: I involved in activities with respect to Service Transition Phase of ITIL. Building, Testing and delivering the capability to provide the services specified by the service Design and which will accomplish the stakeholder’s requirements delivering the intended objectives. Activities also include working on AIS (Acceptance in to Service, GO Live (Ready For Service), Warranty period and Closure of the project), primarily involving the Change Management process. Roles & Responsibilities:- • Team lead for the 12 member team • Handling multiple projects • Requirements discussion with Customer and coordinate with Designer to prepare Deployment Design Document (DDD) with respect to the CRCF(Client requirements capture form). • Scope planning with the SIM (Service introduction Manager). • Planning and identification of risks and Issues. • Preparation of Work Breakdown Structure as per the project requirements. • Define and agree Release and Deployment plan with the customer and stakeholders. • To conduct CSAT Survey before closing the projects. • Chairing Project calls & circulate the minutes of meetings to the project team. Following up on the action items captured in the MOM’s and in the status reports. • Projects including implementation of MAAS, CAAS, DAAS, WAAS, network elements, SAN, NAS etc. Projects also involve implementing VDC (Virtual Data Centre) and NON VDC, installing new servers, upgrading the OS or Element Managers, Decommissioning of servers, etc. • Following Change management process for creation of Change Request for multiple implementation (CAAS, MAAS etc.) within a project, and assigning priority with respect to the impact and urgency. • Creation of various CR’s like ECAB, CAB Exception, Embargo change etc. • Ensure the application team to update the Hardware and Software application details in the DML. (Supportal and SALSA). • Maintenance of the Deployment Management Database (DMDB). Project – CapitalOne(Project Coordinator) Description: Co-ordinating between Customers, the Portfolio Manager and the Project Manager to get feedbacks on the PM Pool. Managing Agile, Phased, & Enhancement methodologies of the Projects. Handling end to end project activities (from the registration to the close of the project) and work closely with the Development, IT Risk Office audit and Testing teams. Monitor each and every tasks, deliverables, and milestones for the phases like Initiation, Planning, Execution & closure and maintaining Software configuration management and Change control management so as to comply with the PPM and SDM standards. Roles & Responsibilities:- • Preparing the Project Management Plan & Project Charter in conjunction with Project Manager. • Scope to be planned with the Project Manager so that entire requirements are captured. Planning and the identification of risks and Issues. • Helping the Project Manager to create the Work Breakdown Structure. Ensure the communication between the project resources and stakeholders take place. Support multiple projects and PM’s at a time. Conducting CSAT & PSAT Survey for the Projects. • Support the Project manager in Budget forecasts, Budget tracking and raising budget Change Request. • Capturing the minutes of meetings for all the Project related calls. Following up on the action items captured in the MOM’s and in the status reports. • Preparing Release Plan or Project Schedule which has the details of Iteration Dates, Release Dates, and closure dates of all tasks, deliverables and milestones for several platforms which involved in the Program. • Preparing Sprint&Project Burn downs, Product Backlog, Retrospective document. • Gathering appropriate documents and Signoff’s in the Project Knowledge Link repository. Project – British Telecom(ITIL Coordinator) Description: Managing ITIL process like Incident management, Problem management, Change Management and Release Management. Regular monitoring of KPI for all the resources. It is mainly measured based on several parameters like FCR, CSAT, AHT, Quality etc. Proper following up of the escalation procedure during critical incidents or during problems. Member of Change Advisory board (CAB) and involved in change control process. Roles & Responsibilities:- Reporting & Analysis / Quality Audits: • Played major role in Reporting & Analysis Team - doing quality Audits for various client’s tickets. • Conducted regular audits using macros (Remedy) on nine different parameters and reporting the same to the client. Daily/Weekly /Monthly Dashboards ,Measures Reports and Reviews: • Collated various internal data pertaining to the process for a week and shared the same to the leads. E.g. (Weekly Review Deck). • Prepared Monthly Service Delivery Report (MSDR) - Wipro internal use & Ian’s report for BT client. • Prepared SOP’s, SIP’s FMEA, KEDB & ITSM document. Prepared the SLA reports at the client end and performance reports. • Undergone ITIL awareness Training in Wipro. • Experience in Management Information System and the areas of Configuration Management, Change Management, Release Management, Problem Management, & IT Service Continuity. Chief Tasks Handled § Responsible for Reporting Qualitative & Quantitative Analysis Report. § Acted as a role of Jeopardy Manager during Major Incidents (MI). Handling Critical Incident Management (CIM), when there is an outage inside the ODC. § Performing quality audit for the team and sharing the information with the client. § Monitoring Networks such as Frame Relay and MPLS circuits. § Proactively Log faults for Network problems and perform the first level diagnosis. § Following up with the Network Technicians globally till the Network issues get fixed. § Ensuring the maximum Productivity in the team .Conducting process training to the new Joinees. § Develop strong inter-personal relationships with the teams to cohesively bond them together with the Company and integrate them with the vision and core values. Significant Achievements • Designed a Report for Qualitative Quantitative Analysis which helped to improve the Productivity of the team. • Won the Feather in my cap award twice from Wipro Management for my initiative. • Won Thanks a Zillion award from my Delivery lead for my involvement in the process implementation. • Got Appreciation from UK Client as a Best Performer. Client and PM appreciated for the work delivered with accuracy within the timeframe. • No Escalations attributed from client when acted as Shift Lead and Jeopardy Manager. • Monitored Non BT Employee call details which is a major problem with the BT Internal Service dept and successfully resolved the issue. Received appreciation from the Client and Manager. • Consistently topped in charging the maximum Utilization hours with the client system. • Appreciated by Project manager for preparing presentation on Project Management for new joinees. Tools Used ü Remedy (Ticketing tool), Citrix metaframe, WebtopNetcool (Monitoring tool), CAMMS, CSS, WOOSH, Openreach (Diagnostic tools), BT Wholesale (Diagnostic tools). BEN, Clarity, Clear Quest, HPSD, Bridge Clarify, Supportal, Salsa, Approver Grid, E2E Design. Work Experience: Title HCL Technologies Ltd Task Technical support officer Duration 14 months Place Chennai Description: Service Desk Role - Incident Management (Technical support to UK based ISP). Providing support to the entire Broadband and Home network related issues. Had good hands on experience with home wireless routers and Small LAN equipments. Significant Achievements • Maintained CSAT, Quality, CMS reports and FCR for all the team members and prepared the score card based on their performance. • Worked as a Level2 support - Providing support to the unresolved issues by the first level support, Taking Escalation calls and doing Call backs for the unresolved issues. • Providing Technical Support for the Wireless connection, VOIP, Port enabling (DMZ zone, Game Console etc), Router Configuration, and Trouble Shooting PC for the network related issues. Tools Used CRM-Siebel, GTA (remote Access), Woosh – Line Diagnostic Tool, CRM -People soft, BLT-Line Diagnostic Tool Education: 2005 B Tech (Hons) - Metallurgy NIT – Jamshedpur (Formerly R.E.C) 85.9% 2001 H.S.C Savitri Vidyasala Girls HSC School 90.75% 1999 S.S.C St. Anne’s Girls HSC school 94.8% Real Time Project: Title Management Information System Team size 5 Task Library Automation System Duration 1 week Place N.I.T, Jamshedpur Description: Described the function of library in N.I.T, Jamshedpur by using DBMS & RDBMS. Different types of books of different departments are issued to all the students of the college according to their Roll no, year of joining etc. Book issue details are updated in the respective tables and forms in Ms Access. Thus the library operation becomes easier and everything is done automatically. Academic Projects: Title Effect of alloying elements on S.G.cast iron Team size 1 Task Testing Duration 1 Month Place N.I.T, Jamshedpur Description: Determined the various effects of alloying elements on S.G.cast iron by treating it on both cast and heat conditions. Academic Training: Title Foundry and Forging Team size 1 Task Observation Duration 20 days Place N.I.T,Jamshedpur Description: Visited every section of Hindustan Aeronautics Ltd and learned the different process of foundry and forging. The alloys of Al are made in to different parts of aeroplane through the process of either foundry or forging. Achievements: • Won the bronze medal for All India Sports Meet for badminton at IT BHU. • School Topper in HSC (St. Anne’s High School). • Participated in Republic Day Parade, Chief Minister Rally in Tamilnadu. • Won the Best Commander Award in 4TN Girls BN wing, Tamilnadu. A certificate holder in NCC. • Won several awards in dance, drama, elocution, drawing, and singing. • Participated in national level Technica in N.I.T, Jamshedpur. Position Of Leadership: • Executive member of cultural and dramatic society of NIT Jamshedpur & in Rotaract club member. Member of Engineers Adventure Club, NIT, Jamshedpur. • Participated in adventure sports like river rafting & kayaking etc. • Elected as the Group leader of girl’s batallion in ATC camp held at Tamilnadu. • Feathered as a parade commander in school. • Acted as an Assistant school people leader in school. Strengths: • Excellent oral and written communication skills • Ability to work in a fast-paced environment. Hard Worker, Self motivated, Strong Learning & Grasping ability. • Proactive, detail-oriented, organized, flexible, and able to handle multiple tasks concurrently. • Highly motivated with the ability to work independently, solve problems with minimal supervision, and interact positively with associates at various levels. • Ability to interact with various levels of management as well as individuals outside of the organization. Personal Details: Permanent Address B-7,Lake View apartments , Opposite to perungudi lake, Perungudi, Chennai –96 Languages Proficiency English, Hindi & Tamil. Date of Birth Oct 09, 1983 Sex Female Marital Status Married Nationality Indian I here by declare that all the information given above is true and best of my knowledge. (V. Preetha) Chennai.