Indira Sharma Email & Phone Number

Markham

Change Management Partnered with Bell IT team and vendors, including CGI, to develop templates for optical technologies and circuits for migration from the legacy system to the new inventory management system (Cramer). This clarified the data migration mapping for the programmers. Liaised with IT team to define the format and data for reconciliation reports that could be easily read by the end users to make the corrections in the legacy system.  Facilitated various teams for data reconciliation and migration into the new inventory management system to ensure more accurate data was migrated into the new inventory system. Conceptualized, developed and implemented the defect resolution support model which resulted in improved and accurate reporting. Designed the communication model for senior management, operations support team and end users which ensured timely updates on system updates and changes.

Help Desk Support Led, coached a virtual team that managed the defects and supported an end user community of 300+. Reduced the number of outstanding defects by 20% by validating and prioritizing them prior to passing on to the out sourced IT team for resolution. Reduced the life cycle time of the defect resolution process by 30% through the creation and implementation of a new template which ensured team members verified that proper procedures were followed.  Created measurement reports for the staff that were incorporated in their management review process. The reports were used to set the bench mark for the associate staff. Developed, and enhanced the defect ticket management tool to incorporate fields required to provide a more comprehensive reporting. This report was used to analyze which districts the defects were being reported from and identified any potential training issues.

End User Support Designed and delivered 3 day training course to cover navigational and report generating needs of existing and new hire managers and associates This gave the managers an overview of the type of reports that could be pulled from the new inventory system and  Organized and implemented Lunch & Learn sessions for technical knowledge transfer which were well received by the team members. These sessions increased the staff’s technical knowledge and they were better able to support the end users. There was no cost to the district since they were in house sessions and were conducted during lunch. Planned and implemented seamless transition of the end user support function to another district with no customer impact.

Release Management  Facilitated various teams (internal and external) to schedule the new codes that were to be promoted for either the introduction of new technology into the network or enhancement to the system or defect fixes with no downtime for the users.  Co-authored customer service agreement with the Bell IT team for code promotes for new technology introductions including roles/responsibilities and acceptable time lines. This clarified and streamlined the relationship between the support team and the IT team with reduced churn.

This function involved capacity planning, forecasting and developing new process and managing a staff in multiple locations. • Forecasted regular bottom up builds, timing & sizing exercises for the transport technologies, ensuring customer’s needs were met.• Led and coached a virtual/ co-located team enhancing their performance• Conducted mid-year and annual reviews for the staff assisting them with their developmental goals.

This position involved assessment and prioritizing training needs, and coaching a staff of 40.• Developed and presented the training documents for users that were used as prime training tool and reference for future needs. These documents assisted the end users in doing their job function in the absence of a trainer.• Created and delivered custom training programs one on one and in group sessions for new employees and when new technology or process was introduced keeping the staff current.• Translated highly technical documents into manageable training components and delivering them to associates which enhanced their technical knowledge.• Assigned, coordinated, and verified the work activities of the trainees, assessing their progress, addressing any further training needs,

Responsible for loading inventory, creating transport circuits in legacy inventory management system and resolving data integrity issues.• Redesigned circuits from older to newer technology to save premium floor space.• Provisioned and assigned FWO's for DS1, DS3 and optical systems accurately.• Interfaced with peers, network maintenance and management to resolve data integrity issues.• Loaded FOTS inventory into the legacy inventory management system from engineering specs.