B. Neha Email & Phone Number

Veracruz, Mexico

Responsible for Managed Services delivery for Navis N4 TOS to all customers in AMERICAS.

Guadalajara, Jalisco, Mexico

Responsible for managing the entire business lifecycle of the Application Sustenance and Product Evolution vertical from Market Research, Gap Analysis to Publicity, Talent Development, and Pre-sales efforts to Delivery efficiency.Key Competency Areas – Technology Vertical Management:* Mentor teams in identifying optimal business value metrics and creating effective tooling and reporting.* Enable teams to shift from a Project-driven to a Product-driven mindset.* Proactively anticipate escalations and empower projects to enhance client relationships through improved delivery efficiency and gap elimination.* Lead the formulation and development of the service Go-To-Market (GTM) strategy.* Design and develop reusable frameworks, guidelines, and templates to ensure efficient service delivery.* Implement Service Improvement Plans (SIPs) for enhanced business delivery.* Pitch to potential customers pre-qualified by the sales team.* Mature the service for the company.Key Competency Areas – ITSM, Project Management, Product Management:* Six Sigma Yellow Belt trained with project on Continual Service Improvement (CSI)* Strong at managing products post-deployment* Knowledge in Agile methodologies, DevOps and Product Management* Foster AI tools and automation for Product OptimizationKey Competency Areas – General:* Focus on both long-term and short-term strategies based on effort vs impact* Problem solving skills, team player, conflict resolution, process streamlining, driving multiple teams together to obtain optimum outcomes* Stakeholder Management for client, 3rd party and internal* Provide coaching, training and mentorship to the Product Evolution division and lead by example.* Data-Driven and High-visibility approachOther:* Led the company level knowledge centralization efforts* Led the efforts to define business value proposition for all service offerings* Collaborated with multiple SMEs to create bundled solutions targeted on customer problems

Mexico

Key responsibility was to work with the GTM teams to custom solutions and pitch the services for Application Sustenance and Product Evolution to the potential customers pre-qualified by the sales team.

Guadalajara Area, Mexico

Key responsibility was to enable the Application Management projects with best practices for ITIL, create guidelines for effective delivery and handle client escalations.

Noida Area, India

Responsibilities and AchievementsIncident Management:* Managed the incidents raised by the service desk, monitoring team, technical tracks, and the business.* Send notifications and client communications for Major Incidents and keep the business informed about the incident status. * Initiated and drove bridge calls with clients and resolver groups to get the incidents resolved within the SLA, and create client reports, notifications and downtime reports.* Updated clients with incidents and represent HCL teams in front of clients in daily meetings for all technical teams.Problem Management* Identified recurring issues according to the incident and alert trend and the spike in incident volume in the service desk queue.* Identified the root cause of the repeated incidents and possible future incidents where the issues were resolved with workarounds and provided permanent resolution.Change Management:* Managed the changes requested by the technical teams and clients and make sure that all the necessary details are present in the change and all the approvals are attached to proceed with the change.* Ensure that the change plan is attached with details of the change and the necessary support is available from the team and the business to complete the change. * Ensure that a mitigation plan is also attached if the change did not succeed in production. General:* Perform ticket hygiene audits and provided feedback to the teams.* Design and implement SIPs to improve business performance like end-to-end ticket management and mitigate gaps in the monitoring system.* Handle escalations by the clients and provide feedback and process updates to all the relevant stakeholders.* Maintain sanity of the incidents, problems, and changes.* Prepare SLA reports to showcase the service availability and SLA maintenance to stakeholders.Tools Used:ServiceNow, BMC Remedy v7.5, Citrix XenDesktop , Avaya bridge

Gurgaon, India

Key Responsibility:Responsible to get the client application server related issues resolved by resolver groups within the SLA, coordinate with the resolver groups and clients for the incidents, Participate in Bridge calls and create client reports, notifications and downtime reports.Achievements:* Troubleshoot client application server and work on SQL platform.* Provided inputs to Problem Management Team according to the Incident Trend.* Check for outages on sites according to the incident trend and the spike in incident volume in the Service Desk queue.* Report tool outages and inform the same to the technical team to get it resolved and advice on workarounds or backups which gives least impact to business.* Raised change requests for Knowledge database changes according to the new updates in the project from clients and resolver groups* Has managed a team of 5 to 10 members, supported them to learn and strive their numbers.Key Competency Areas:* Trained on 6 Sigma Yellow Belt and worked on a Yellow Belt Project.* Made sure that the project is able to meet the SLA target of incidents reported to service desk.* Got the critical incidents and outages resolved within SLA by coordinating with the resolver team.Tools Used:BMC Remedy v7.6, Log me in (Citrix), ITIL V3 Foundation, 6 Sigma Yellow Belt trained, remote desktops

Gurgaon, India

Key Responsibility:Responsible for troubleshooting and solving the hardware and software issues on dell systems for the customers of The United States Of America consumer group.Key Competency Areas:* Worked in the follow up team and took care of escalation calls, dispatches and software installations.* Worked in Out of warranty team and has done hardware troubleshooting on Dell laptops, desktops, printers.* Coordinated with dispatch team and in warranty team to get the issues resolved on time.* Awarded for 100% Customer Satisfaction & Complete resolution in multiple quarters.* Got several rewards of appreciation for good upselling of Dell products and services.* Worked on Windows XP, Vista, 7, Microsoft Office 2010 and older, Email Client such as outlook.* Troubleshoot antivirus like MacAfee, Norton, MS Security Essentials,* Worked as Advanced Resolution Expert for out of warranty Dell systems.* Took leadership role within the team and streamlined and coordinated team production.* Provided training and mentorship to new joiners.Achievements:* Promoted within the organization.* Trained on US English accent and US culture.* Ability to coordinate with the other teams to get issue resolved on time.Tools Used:Seibel Ticketing tool, Microsoft windows XP,Vista,7,Microsoft Word and Excel 2010 and older, antivirus such as McAfee

Noida Area, India

Key Responsibility:Assisting the United Kingdom customers for Broadband queries for a Telecom client in U K.Key Competency Areas:* Assisted users with the broadband troubleshooting.* Assisted the consumer group customers with their telephone and broadband queries.* Supported the new joiners in the team and provided the mentorship and training.* Done the basic broadband up selling to the customers.Achievements:* Trained on UK English accent and UK culture.* Ability to understand complex concepts, and Customer requirements fast.* Good comprehension skills, team player, and ability to work on multiple challenging assignments. * Good written and verbal communication skills.Tools Used:Microsoft word, Microsoft excel and HCL ticketing tools.

Bachelor Of Technology (B.Tech.), Electronics And Communication Engineering, 69%

Activities and Societies: Organizing member of Student Development Cell in college.Electronics and Communication Engineering

High School, Pcm, 65%

Activities and Societies: Awarded Best athlete in school and won several awards in Dancing.Physics, Chemistry, Maths