Sudharani Sampagav

Experience

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  Wipro

  Nov 2008 - Nov 2011

  Service Desk Analyst/ Incident Manager/ Monitoring/ Backup.

  Mailbox Creation/Deletion/Modification and Permissions (Exchange 2003) and outlook troubleshooting.• Analyzing and resolving SEV1, SEV2, SEV3, SEV4 issues related to Windows, Exchange Servers, and Office communicator\LCS 2005 , OCS and coordinating with Critical Incident management team• Distribution List Creation, Deletion and Modification. • Remote administration of AD, Exchange 2003 cluster, Blackberry (4.1.6.16). • Restoring Exchange Database using Recovery storage group• Using Quest Recover Manager and On Track Power Control restoring mails • Provide L2 support for the client-messaging environment. • Monitoring Exchange and DC servers using SCOM 2007 and taking necessary action accordingly • Executing the Problem Management process tasks in adherence with global and local requirements • Managing the Problem Management process activities across the global factory and with external suppliers to agreed global and local SLAs. • Coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks • Ensuring that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered • Maintaining quality of Known Error record and the Knowledge Database • Coordinating with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involves Supplier Management when necessary • Conducting Post Resolution Review of critical problems and supports to followup of their activities together with Service Delivery Manager • Worked as shift lead Show less

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  Cognizant

  Nov 2011 - Jan 2014

  Desk Analyst/ Incident manager/Shift Lead

  • Handling inbound and outbound calls, IM's, emails and to provide desktop, VPN support• Creating severity tickets and assigning it to the support groups if the issue is not been fixed at FCR and following up on the issues until it gets fixed.• Managing client's mailbox effectively and deliver the timely resolution to the clients.• To exceed the FCR and FLR targets.• To achieve maximum count of CSATs. • Effective usage of knowledge base and help the clients accordingly.• Handling Lotus Notes, Oracle and Agile account creations and troubleshooting.• Troubleshooting PC issues via remote desktop. • Handling the team as a shift lead and also manage the escalations. Show less

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  Cisco

  Feb 2014 - Dec 2014

  Problem Manager

  • Perform incident analysis, create problem tickets pro-actively.• Co-ordinate with the support team to find the Root Cause Analysis and Long Term Fix maintaining the 100% SLA.• Conduct Bridges/Meetings with support teams to gather information.• Preparing Weekly/Monthly/Quarterly reports(Trending and analysis) for Incidents and problem tickets analysis.• Worked closely with the team on auditing/Quality check for the tickets and conduct meeting to discuss on areas of improvements.• Worked in change management process as a shared resource.• Executing the Problem Management process tasks in adherence with global and local requirements • Coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks • Ensuring that necessary reports (e.g. RCA, Post Implementation Review, etc.) are delivered • Maintaining quality of Known Error record and the Knowledge Database • Coordinating with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involves Supplier Management when necessary • Conducting Post Resolution Review of critical problems and supports to follow up of their activities together with Service Delivery Manager • Ensuring that Problem Management KPIs are reported and their targets met • Handling escalations from Problem Coordinator • Creating awareness of a Problem Control Process across engaged parties and act as a Problem Management Process Expert• Perform Pro-active root cause analysis based on incident trends and non-incident based triggers (ex. SLA breaches, complaints).• Played a key role in Managing Resources, Training Resources and maintaining good co-ordination among team members Show less

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  IBM

  May 2015 - now

  Problem Manager, Change manager

  • Perform incident analysis, performed reactive and pro-active problem management.• Co-ordinate with the support team to find the Root Cause Analysis and Long Term Fix maintaining the 100% SLA.• Worked in process Designing for pilot projects and stabilized the process..• Trained the employees on the process • Worked on reporting for problem management.• Review and approve changes and perform Compliance check.• Hosting CAB calls and training the technical team on the process.• Delivering medium sized change projects right from initiation and planning right through to deliver and implementation.• Carrying out effective partner and customer communication strategies throughout the entire project. • Providing updates and progress reports to senior managers. • Managing stakeholder relationships. • Providing high levels of interpersonal team management to project staff.• Making sure all tasks entrusted to company employees and external contractors are completed within agreed time scales Show less