• End-to-end ownership & responsibility of day-to-day Change Management support• Coordinate with respective support group’s Change Owners/Implementers to ensure completeness of change records for different inputs like implementation plan, roll back plan, Risk & Impact Assessment, required approvals etc.• Lead and manage Change Advisory Board (CAB) or E-CAB• Lead Post Implementation Reviews (PIRs) for various critical changes• Participate or lead required reviews, discussions related to change management• Maintain in-depth understanding of overall IT environment of customer as well as services provided by respective support groups with good command over various technology areas from functionality perspective• Create and generate metrics and scorecards to track progress and Service Level Agreement adherence• Worked closely with Configuration management team, to ensure CI’s related to change are being recorded and tracked• Conduct Post Implementation Reviews• Outage analysis of incidents caused by RFC's in coordination with Problem management team.• Manage the Major Incident management process and perform the management of both reactive and proactive root-cause analysis using ITIL best practices• Responsible for ownership and coordination of actions identified within the MIM and problem analysis• Responsible to analyze root cause, identify known errors and coordinating actions to fix said errors. Responsible for identifying problems, analyze and recommend improvements plans with solutions obtained from tech teams• Responsible to review problem trends and planning and driving improvements.• Responsible for conducting postmortem investigation on all major incidents and identify corrective action items• Responsible for providing timely and accurate executive/stakeholder communications for all major SLA impacting incidents

• Apply a structured Change Management process and methodology.• Establish and communicate the process mission, goals and objectives to all stakeholders.• Communicate with all initiators of requests, partners and internal departments on related issues involving the scope and preparation of change requests and ensure contents of the request are accurate and completed to standards.• Convenes and chair CAB (Change Authority Board) meetings.• Manages, approves and authorize RFCs through the life cycle• To liaise with different groups both business and technical to find consensus Business/IT solution.• Create and generate metrics and scorecards to track progress and Service Level Agreement adherence.• Conduct Post Implementation Reviews.• Outage analysis of incidents caused by RFC's in coordination with Problem management team.

Support level 1 & 2 access for implementations and deployment of new software and access and use profiles. Identify and resolve employees’ technical issues.Classify proper business justification for license purchase of new software. Maintaining SharePoint sites and mobile device management and consulting. Creating corporate email accounts, distribution groups and mailboxes.Managing share drive access. Using remote access, supporting work at home team. Supporting corporate VPN. Configuring phone systems. Devoted with diverse experience in performance management, training, and employee relations.Advanced technical experience and troubleshooting of Microsoft Windows OS, Microsoft Office, SharePoint administration, PeopleSoft 8, IEX, Avaya VoIP systems, Call Center Analytics, Active directory, win server 2003, win 7, Software license and hardware procurement, Citrix Metaframe.

• Worked with CONVERGYS as a I.T Helpdesk Technician, being first point of contact for all Convergys employees and Clients. The responsibilities include quick analysis of the major outages experienced internally and issues faced by the Convergys clients around the globe. Coordinating with the CVG technology team as well as with the client help desk as required in resolving the outages ASAP. Responsible for quick and correct escalation procedures as per the client project profile and production server issues, correct escalation required for various development servers as well and providing support to Convergys employees on various applications 24/7, from August 2013 till July 2014.

Worked with CONVERGYS as a Senior Technical Support Officer, providing support services for AT&T U-VERSE, providing support for IPTV, Fiber Optics Broadband and VOIP. Area of work includes programming of STB,DVR’s, Universal Gateways, troubleshooting issues with these devices, intrusive line testing and coordinating with engineering field operations to resolve line fault, from March 2012 till August 2013

Has worked with WIPRO as a Level II(Technical Support) providing technical support for AOL Broadband , TALKTALK Telecommunications UK