Muni Latha Medikurthi

⦁ Developed and implemented a change management strategy for a large-scale technology implementation project, resulting in a 95% adoption rate among employees and a 30% reduction in project delays.
⦁ Utilized ServiceNow/JIRA/Sharepoint to manage the Change Advisory Board (CAB) process.
⦁ Confirming CAB Approval and notifying Change Requester to proceed with change.
⦁ Communicate effectively with stakeholders to ensure understanding of change
⦁ Experienced working with Operations, Network Engineering, Systems Engineering, Development, and QA teams are preferred.
⦁ Project Management skills; Knowledge of Project mgmt. Processes/methodologies; Excel in project management, process management & team management
⦁ Support both incident and Problem Management teams effectively and ensure that the team KPI/KRA’s are achieved.
⦁ Train stakeholders on new processes and procedures
⦁ Developed project timelines, created implementation plans and roadmaps, and provided regular status reports to key stakeholders.
⦁ Coordinated scheduled releases and updates.

⦁ Strong understanding of change, incident & problem management methodologies and have been directly working or participating in change/Release management
⦁Experience in leading and guiding teams according to scrum/agile methodology
⦁Experience coordinating and running environment planning meetings
⦁ Identify and manage risks associated with change initiatives
⦁ Strong understanding of change, incident & problem management methodologies and have been directly working or participating in change management
⦁ Experience in leading and guiding teams according to scrum/agile methodology
⦁ Experience coordinating and running environment planning meetings
⦁ Track status of releases
⦁ Submission of release documents and plans
⦁ Management of risks, issues and dependencies for the release
⦁ Excellent presentation, written and verbal communication skills that bring clarity and precision to the audience
⦁ Excellent computer skills, including Microsoft Project, Microsoft Office and Microsoft Visio
⦁ Participating in post release reviews
⦁ Develop and maintain relationships with key stakeholders
⦁ Develop and maintain change/Release management tools, templates, and processes.

• Troubleshoot 25+ calls daily for KP.org members in the Washington region
  ⦁ Assist with password resets and locked accounts using Active Directory,AD lockout, Epic, picis, Vanguard, Ipayment, SiteMinder
  ⦁ Experienced in updating Service Account passwords and rotating accounts
  ⦁ Experienced in active directory operations
  ⦁ Troubleshooting the customer issues and escalating to tier 3 team if we are unable to resolve
  ⦁ Answering calls and troubleshooting in a timely matter and ensure excellent customer service
  ⦁ Utilizing KB articles via Service Now and provide information
  ⦁ Escalate or expedite tickets for internal staff to the correct teams
  ⦁ Involved in Pre and Post production support issues
• Understanding IT service management and ITIL processes, including maintaining SLAs
• Conducting testing and troubleshooting for email and landing pages
• Handling daily calls for members in the Washington region, including password resets and locked accounts
• Managing service account passwords and active directory operations
• Troubleshooting customer issues and escalating when necessary
• Utilizing knowledge base articles and expediting internal ticket resolution
• Provided coordination between the customers, installation teams performing hardware installations and system administrators performing integrated software upgrades.

• Proficient in configuring, troubleshooting, and maintaining IIS 6/7/7.5
• Developed scripts for data validation and email-based data sources
• Managed SSL certificates, including generation, import/export, and password updates
• Set up server clusters with load balancing and administered user accounts
• Installed software, established backup policies, and applied patches
• Monitored WINS and DNS servers, ensuring system and software updates
• Implemented security policies and performed daily server status checks
• Created scripts for email data sources and managed employee terminations
• Experience with project management methodologies (Waterfall & Agile)