Devi Subramanian Email & Phone Number

United States

United States

Remote

Full time iMBA student:Brazil Virtual Immersion - Part of a collaborative team with Brazil students that worked on a "Retail/Digital Sales Strategy" Business Case Pinterest Case Competition - Recognized as a top performer and placed within top 8 among 54 teams that participated in "Strategic Business Development and Sales" business case competitionLeadership in Action Mentors - Volunteer

Chicago, Illinois

Chicago, Illinois

● Major incidents management and problem management - monitor issues, determine issue severity and involve required teams, coordinate call and help drive the issue to resolution● Coordinate multiple global teams in case of major incidents and drive the call● Create problem tickets in ServiceNow on major incidents and recurring issues. Assign corrective actions to the respective serviceareas and follow-up on the resolution● Conduct regular cadence meetings with service area representatives to discuss problem tickets and corrective actions● Create and maintain process documentation for the Service Delivery teamCHANGE MANAGEMENT:● Monitor change requests regularly to be aware of ongoing changes in case of major incidents caused by changerequests in process● Monitor and approve changes during Change Freeze period to ensure smooth operation● Run daily change tickets report in my Service Area and ensure the changes are approved and resolved within thespecified time to avoid violation● In case of change violation, connect with the change assignee/approver and document the reason for the violation● Attend CAB meetings regularly to be aware of all global major changes being represented by different Service Areas

Provide email, phone and online support for the information governance software – Milan (SQL based application)● Assist in troubleshooting issues and provide recommendations to customers● Coordinate and drive calls between clients and development teams to resolve issues● Create enhancement requests and log bugs in internal issue tracking system● Experience with Youtrack issue tracking tool and Zendesk ticketing tool● Write knowledge base articles for issues

• Provided support for BMC Remedy ITSM software• Responded to and resolved incidents and service requests promptly • Interpreted issues with attention to detail and communicated with the customer in a user friendly non-technical diction • Analyzed incoming information and researched against the issue using application knowledge and reference resources• Demonstrated dependable, efficient and customer centric performance• Demonstrated sincere work ethics with 100% SLA compliance • Developed reports using BMC SmartReporting (based on Yellowfin Business Intelligence Tool)

Master Of Business Administration - Mba, Digital Marketing, Entrepreneurship/Business Analytics

Master’S Degree, Management Information Systems, Major Gpa 4.0

Accounting Courses, 4.0

President's Scholar Fall 2013 Intermediate Accounting Tax Accounting Managerial Accounting

Be, Electronics & Instrumentation Engg