Devi Balakrishnan Email & Phone Number

Involved in internal project billing for 50+ projects for Shared ServicesPublishes internal costs analysis monthly report for 200+ associates and 50+ projects to all the Delivery ManagersManaged cost budget to allocate cost estimates to specific project tasks, resources and schedulingWorks on yearly budget plan; training plan ; team outing plan for 200+ associates.Monitoring the project wise team utilization on periodic basis and rotate the team accordingly with in Shared Services team.

Resource Manager for 200+ resources under shared services model.Monitoring the project wise team utilization on periodic basis and rotate the team accordingly with in Shared Services team.Hosts weekly governance call with all the delivery Managers for the team utilization and resource mappingWorked with Deals Delivery Team on the resource alignment for the new projects and billing.Manages external & Internal recruitment process for the EUC TowerWorks along with the HR on the resource’s retentionTracks the resource concern and pass it to the respective stakeholders

Delivery Manager for 35+ resources across multiple regions in App packaging & SCCM technologiesVendor and Customer Stakeholder management – Responsible for Hosting Monthly Governance calls, SLA, XLI, KPI Governance.Extensive project Management skillsCapable of resolving customer complaints and concerns with strong verbal and negotiation skillsWorked on periodic team rotation for shared Services teamTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsEnsuring that systems, procedures, and methodologies are in place to support outstanding service deliveryTaking accountability for service delivery performance, meeting customer expectations, and driving future demandManaging overall daily volume of requests and ticket management to ensure service level standards are met.Analyzing third-party as well as internal processes, and creating strategies for service delivery optimizationAssessing customer feedback and using their expertise to establish, improve, and refine services.Developed documentation for common processes for both Core Team and End UsersCreates client specific knowledge base and ensures that it is maintained.Involves in Effort estimation for packaging requirements

Implemented Internal Training portal for all 200+ associates with collated training materials in Application Packaging; SCCM ; Mac Devices.Handles training for newly onboarded and ELTs in EUC technologiesManaged the training plan for 200+ associates both internal & external training planManaged internal cross skilling program for EUC TeamTrained more than 100+ associates in App packaging and SCCM technologyConducted training for more than 50+ associates in App Packaging

Assigning the packages to the team membersDelivering the packages with 100 % Quality SLA and adhering with the SLA TimelinesTroubleshooting techniques are performed in case of any flaws.Co-ordinating and Interacting with the application users (client) directly in performing the installation.Contributement to the practice in the form of creating technical documents, RCA Documents about the problems encountered in the packaging process.Checking the deliverable accuracy using the Conflict ManagerReviewing, Analysis of the packages and Quality Process.Conversion of AXT files to WSI using the Legacy Setup Conversion in Wise and to msiRepackaging of applications that include vendor supplied applicationsHave worked on deployment tools like SCCM ; Radia.Preparing the documentation of the completed applications.Quality Checking the applications packaged by the team members and find whether the packages are adhering the client standards

Reviewing, Analysis of the packages and Quality Process.Conversion of AXT files to WSI using the Legacy Setup Conversion in Wise and to msiRepackaging of applications that include vendor supplied applications.Fix up any bugs raised during UAT.Checking the deliverable accuracy using the Conflict ManagerPreparing the documentation of the completed applications.Preparing the process documents, involved in OM activities.Had a challenge to test all the functions of the application without any test plansPerforming Deployment Testing