Archana Maharani

Experience

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  Flexi resources

  Jul 2011 - Jul 2012

  Software Developer

  •Collaborating with users to gather and document their business requirements.•Identify and analyse business requirements. Ensure that these requirements are understood and aligned with business goals.•Act as a liaison between business stakeholders and the IT team. Ensure that stakeholders are informed about project progress and requirements status.•Analyse business processes to identify areas for improvement. Propose enhancements to optimize performance and achieve business objectives.•Implemented responsive design techniques to ensure websites are mobile-friendly as per the requirement specification from the client.•Collaborated with senior developers to understand the requirements and applied best practices in web development for deploying solutions to maintain the quality and integrity of the system.•Creating functional specifications to be used by system developers.•Created a test plan and implemented solutions to ensure cross-browser compatibility and responsiveness across different devices.•Developed and managed software projects, working closely with UK clients to ensure requirements were met and delivered on time.•Led project teams, ensuring effective collaboration and alignment with client goals, methodologies, and project schedules. Show less

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  Hewlett Packard Enterprise

  Apr 2013 - Jul 2015

  Senior Technical Support Representative

  • Participated in ongoing training sessions to stay updated on the latest HP products, technologies, and support techniques.• Delivered exceptional customer service, maintaining a high level of customer satisfaction by effectively communicating technical solutions and ensuring timely resolution of issues. • Successfully resolved a wide range of technical issues, including system crashes, performance problems and connectivity issues.• Delivered incident management services, including troubleshooting hardware, software, and network issues for US and Canadian clients.• Managed P1 Incidents, coordinating with resolver groups and hosting P1 bridges, ensuring rapid resolution of critical incidents.• Developed Post-Incident Summaries (PIS) to assist the Problem Management team in preparing Root Cause Analysis (RCA).• Played a key role in improving incident management processes, leading to reduced SLA breaches and improved client satisfaction. Show less

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  Microsoft

  Jul 2015 - Jul 2018

  Team Lead Incident & Configuration Manager

  • Led Incident Management for a high-priority Microsoft project, ensuring all incidents were logged, categorized, and prioritized per ITIL standards.• Coordinated and facilitated P1/P2 incident resolution by working closely with technical teams and business stakeholders to ensure timely resolution of critical service disruptions.• Trained team members on incident management best practices and tools, improving overall incident handling efficiency and reducing time to resolution.•Led a Configuration Management team, ensuring adherence to ITIL policies for asset and configuration management in a Microsoft project environment.•Managed CMDB, overseeing data accuracy, integrity, and consistency for multiple accounts and services.•Ensured asset lifecycle management, including procurement, deployment, tracking, and retirement of assets, reducing operational costs.•Collaborated with stakeholders to define and implement CMDB controls, policies, and procedures for continuous improvement.•Identified service gaps and provided recommendations for improved asset management processes.•Promoted to Team Lead within 8 months for delivering results in configuration management and process optimization. Show less

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  NTT DATA

  Jul 2018 - now

  Senior Service Account Manager

  •Lead Configuration Management and Asset Management for healthcare accounts, ensuring CMDB health and data accuracy across hardware, software, network, and storage components.•Led the end-to-end configuration management process, from the identification and recording of CIs to their retirement, ensuring strict adherence to ITIL best practices and service management policies.•Oversee IT Asset Lifecycle (hardware, software, network assets) from creation to disposal, ensuring compliance with organizational policies and ITIL standards.• Perform data reconciliation between authoritative data sources like Discovery and Configuration Management Database (CMDB) to maintain consistent and up-to-date information.•Ensured data accuracy and quality in the CMDB by performing regular audits, data reconciliation, and working closely with data owners and service providers to resolve discrepancies.•Collaborated with Discovery Analysts to ensure that configuration data collected by automated discovery tools was accurate, complete, and aligned with data attributes and definitions.•Manage ServiceNow and Remedy tools for service request tasks, incident management, and asset tracking.•Conduct audits and ensure the data quality of Configuration Items (CIs) and Assets.•Worked with cross-functional teams to align CMDB content with other ITSM processes such as incident management, problem management, and change management, enabling seamless service operations.•Develop and implement SACM policies, procedures, processes and strategies to track, manage, and control the entire lifecycle of Configuration item and assets efficiently.•Performed continuous monitoring of CMDB health, resolving conflicts between authoritative data sources like Discovery and manually inputted CI records, ensuring data consistency and integrity.•Collaborate with cross-functional teams to address data gaps, improve service mapping, and implement service improvements. Show less