I work cross-functionally with Account Executives, Solution Engineers, Consulting, and Marketing to transform how BMC provides consultative value based selling and realization to its customers and partners globally.Responsibilities Include:• Collaborate with Fortune 500 clients to build out business cases that map solutions to business value• Develop customer specific white papers and executive briefings, aligning the value of BMC solutions with customer specific strategy and goals• Coach sales teams on critical business issues faced by customers to help articulate the BMC value proposition from a business value perspective• Drive value discovery sessions with BMC partners & customers

- Responsibility is of a Senior Consultant working on multiple projects in different geographies from building ITSM Solution, participating in Pre-Sales and Solution Defense meeting & lead the implementation- Perform due diligence to come up with the Scope of Work for a project- Designing and implementing information system processes (ITIL based) and functions for various customer organizations- Advise, plan and implement IT Service improvements- ITSM audits, assessments and gap analysis- IT Service Catalog design and implementation.- Plan and design Configuration Management Systems - Evaluate IT Service Management automation tools- Mapping of ITIL processes to the tools- Educate professionals on ITIL Foundation, Service Manager, Lifecycle and Capability Modules- Motivate, mentor and manage teams to achieve goals- Integration / eBonding of multiple ITSM tools- Hands on exposure in enabling & executing Interim Service Delivery / Transition Framework- Responsible for the development and delivery of ITSM Transformation Solutions with multidimensional focus on People, Process and Technology- Initiate and drive Service Improvement Projects & Optimization Programs that contribute to improvements in delivery, reduction in downtime, enhanced c-sat etc

Certifications Done:Accredited Trainer for ITIL v3 and ITIL v2 certified by EXIN.Certified ITIL v2 Service Manager.ITIL v2 Foundation Certified.ITIL v3 Foundation Certified.Work Includes:• Conducting ITIL Foundation Trainings for end customers of our clients.• Have trained more than 1000 professionals in ITIL v2 Foundation and ITIL v3 Foundation trainings. • Working with the product implementation team to design the solution for end customers by following the Objective Tree model. • Mapping of ITIL Processes to the tools.• Defining and implementing Service Support and Service Delivery processes, also delegating roles and responsibilities to support staff and also creating process documentation like Standard Operating Procedures. Also to ensure SOP’s are followed religiously.• Conducting ITIL workshops for the implementation teams to identify, assess and address process deficiencies, ensure common understanding of process intention & operation and ensure organization & individual associates understand the business requirement and how our solution will enable them to meet their business objective.• Working along with the pre-sales team of our clients and help them in creation the POC, by identifying the quick wins, key improvement areas and how to get internal IT Support processes aligned in order to achieve the business goals.• Working together with professional services team of our clients to perform the due-diligence before the start of implementation of solutions to be provided.• Planning and defining the Service Support process model and to see how to make changes in current activities performed by IT Operations, in order to ensure the smooth delivery of IT Services.

Perot Systems Global Service Desk - Transition Team

Handling Technical issues related to Desktop computers, Laptops, Printers, Faxes, Copiers, Scanners and AIOs.  To troubleshoot all kinds of escalated technical and procedural problems related to the clients products for its customers in the US in a voice-based process. Responsible for enhancing the Customer Satisfaction Level for a team of approximately 15 associates. Managing the team statistics and team members’ individual performance, and coaching them on their areas of improvement.

Deskside Support