Geethika John
Summary
Incident Management | Problem Management| | Certified Scrum Master (CSM)| ITILV4Certified |Program Management
Overview
11
11
years of professional experience
Work History
Lead Solutions Analyst/Incident Management/Problem Management
Point Click Care Company
07.2019 - Current
- Implemented Swarming process for incident management and reduced 60% MTTR for incidents
- Launched Incident Management process to ensure Incidents are resolved within SLA and action items defined to invoke the Problem Management Process
- Coordinated bridge calls for major incidents to bring together all teams and vendors required to resolve the incident
- Took ownership of all problem tickets and drive resolver groups for delivery of the Root Cause Analysis
- Perform pro-active Problem management considering the volume of incidents, the significance by focusing on Priority 1 and 2 incidents and the trend and patterns of incident occurrence(s)
- Led a group of 8 Support Engineers in successfully managing ticket queues, navigating escalations, and meeting KPIs by developing their technical knowledge
- Streamlined internal processes for more efficient workflow and increased team productivity.
- Designed custom analytics(RCA, Post incident reports) for better data-driven decision-making within the organization
- Manage incident-related training, including cross-training of our SREs, DevOps, and Application Engineers
- Led the launch of customer support portal for users, defining key success metrics, analyzing stakeholder feedback
- Support transition of new services to ensure process requirements are fulfilled for Go live
- Ensure high IT Service availability and user productivity, less disruption, reduced expenditure on fixes, and reduced costs in resolving repeat incidents as a result through Problem Management activities.
- Managed multiple projects simultaneously, successfully meeting deadlines and exceeding client expectations.
- Served as a liaison between technical teams and business stakeholders, ensuring clear communication of project goals and requirements.
- Led workshops to promote knowledge sharing and continuous learning among team members, fostering a culture of professional growth.
Senior Customer Success Manager/Scrum Master
Audacious Inquiry/PointClickCare
12.2017 - 07.2019
- Prepared reports by collecting, merging, analyzing, and summarizing information using SQL and Excel
- Created monitoring tasks using stored procedures and SQL agent job
- Responsible for customer support Daily Scrum, Sprint Review and Retrospectives
- Developed and maintained positive customer relationships by introducing a customer feedback monitoring process which improved customer satisfaction by 15%
- Led cross-functional team of program specialists, project managers, and external partners while adjusting individual roles to achieve program goals and requirements
- Developed ongoing solutions to address program related issues, risks, and conflicts to ensure successful project completion on or ahead deadlines
- Supported application for multiple customers
- Acted as a liaison between business and technical personnel to ensure a mutual understanding of processes applications.
Technical Support Engineer
Applied Software Inc
05.2016 - 11.2017
- Developed custom reports for end users using complex SQL Queries and FoxPro
- Managed databases including backups/restores, cleanup, performance monitoring disk usage and report gathering using TSQL
- Configured and maintained HL7 interface communications
- Resolved production incidents, answered questions from end-users on applications/technology, and served as primary contact for escalated issue
- Ensured that complex defects and problems were resolved through production releases and upgrades
- Interacted professionally with diverse group of technology resources, including developers, business analysts, project managers, support teams, vendors & senior managements and take part in Agile/Scrum meeting.
Data Analyst
General Assembly
01.2017 - 04.2017
- Analyzed real world data using Excel, PostgreSQL and Tableau to sport trends and illustrated compelling stories using data visualization and dashboards
- Project: Analysis of Montgomery Count's Traffic Violations - Analyzed the correlation between DUI and other variables like Gender, Hour of the day, Day of the week, Proximity to Liquor Store - Created visually impactful dashboard in Tableau for Visualization and story board for presentation
- Performed mathematical operations and statistical functions like mean, median, correlations coefficients and standard deviation.
MS Office Instructor
Montgomery County Gilchrist Center
08.2015 - 02.2016
- Tutored MS office(Word,Excel,Powerpoint) to a class of 15 to 20 students
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Evaluated student assessments to identify areas of growth and improvement, adjusting instructional strategies accordingly.
System Engineer
Tata Consultancy Services
05.2013 - 06.2014
- Participated in requirement gathering, planning and design of TCSBANC'S Jasper reports
- Developed complex SQL /PLSQL queries as per client requirements for regulatory bank reports using Jasper reports and Oracle Reports Builder
- Reduced redundancy of report requests from business users by creating daily, weekly, and monthly reports using SQL Query
- Designing and creating SQL Server tables based on the user requirements and enhancements to the product
- Reported and tracked defects to their closure using JIRA
- Acted as a single point of contact for many customers including HDFC Bank, MBL South Africa, BOI, Commonwealth Bank of Australia
- Received Outstanding performer award in 2013.
Education
Bachelor of Technology in Electronics and Communication -
Federal Institute of Science And Technology (MG University)
India12.2012
Skills
Technical & Analytical Skills : SQL, Database Management, Advanced Excel (Pivot Tables, VLOOKUP), FoxPro
Professional Skills : Incident Management, Problem Management, Change Management Customer Experience (CX), Process Optimization, Project Management, Agile/Scrum, Problem Solving,
Communication Software : Tableau, JIRA, Service Now, Salesforce, MS Excel, MS PowerPoint, Power BI, Aha! Atlassian Suit, EasyBi, Oracle Reports Builder, Jasper Reports, Statusio
Timeline
Lead Solutions Analyst/Incident Management/Problem Management
Point Click Care Company
07.2019 - Current
Senior Customer Success Manager/Scrum Master
Audacious Inquiry/PointClickCare
12.2017 - 07.2019
Data Analyst
General Assembly
01.2017 - 04.2017
Technical Support Engineer
Applied Software Inc
05.2016 - 11.2017
MS Office Instructor
Montgomery County Gilchrist Center
08.2015 - 02.2016
System Engineer
Tata Consultancy Services
05.2013 - 06.2014
Bachelor of Technology in Electronics and Communication -
Federal Institute of Science And Technology (MG University)
Similar Profiles
ROBERTO ORTEGAROBERTO ORTEGA
Technical Support Assistant at Point Click CareTechnical Support Assistant at Point Click Care
JOSHUA DIBIASEJOSHUA DIBIASE
Network Activation Analyst at Point Click CareNetwork Activation Analyst at Point Click Care
Nate RomerNate Romer
Senior Salesforce Administrator at Point Click CareSenior Salesforce Administrator at Point Click Care
Shaik Abdul NaheedShaik Abdul Naheed
Sr System Analyst, Incident/Problem Management at NEC CorporationSr System Analyst, Incident/Problem Management at NEC Corporation
Hunter BondsHunter Bonds
Service Desk Incident and Problem Management at FM Global, Contracted Through TEKSystemsService Desk Incident and Problem Management at FM Global, Contracted Through TEKSystems