PRIYANKA PATAKAMURU
Austin,TX
Summary
Accomplished Configuration Specialist with a proven track record at HCL Technologies Ltd, enhancing IT asset management and procurement processes. Expert in ServiceNow Workflow Management and adept at fostering client relationships, I significantly improved service delivery by maintaining a 99% quality check record. Skilled in both strategic planning and effective asset coordination, I drive continuous service improvement and operational excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Configuration Specialist/Global Asset Liberian
HCL Technologies Ltd(client Novartis)
Hyderabad, India
08.2019 - 02.2023
- Adherence to defined processes in the organization, and responsible for managing asset operations.
- Allocation and deallocation of desktops, laptops, monitors, desk phones, and all hardware assets to the resources within.
- Service Level Agreement
- Handling escalated and business impact issues, and managing IT service and maintenance contracts.
- Responsible for processing the purchase request from the user, getting approvals, processing the PO, and following up on deliveries.
- Monitor and track data accuracy by maintaining defined KPIs.
- Physical Asset Verification.
- Work for continuous service improvement
- Responsible for generating periodic and ad-hoc reports as and when required to management and other stakeholders.
- Managing dashboards, KB articles, and Ci's.
- Manage service requests and incidents.
- Ensuring the management of ticket resolution within the agreed SLA.
- Collaborated with upper management to drive strategy and implement new processes.
Assistant Manager
Cherish Pvt Ltd
Hyderabad, India
08.2018 - 07.2019
- Managing IT hardware asset lifecycle.
- Work collaboratively.
- Coordination with cross-functional teams.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Collaborated with management on developing strategic plans for achieving business goals.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Maintained up-to-date knowledge of company products and services.
- Negotiated contracts with vendors to secure favorable terms and pricing.
Senior IT Analyst
Intelenet Global Services PVT LTD,(Client Google)
Hyderabad, India
05.2015 - 08.2018
- Undertaking and actively triaging incoming reports of product areas.
- Google Maps (Android), Google Chrome (Android), Daydream, Webstore, Google Home, and Cast in Chrome have always met the challenging targets, mentoring and assisting new escalation engineers like myself to meet their objectives.
- I have always maintained an excellent record in quality checks, with a range of 99% throughout the 3.3-year period, and I also received the best triager awards.
- Maintained quality-focused performance benchmarks and schedules when directing project teams.
- Sharing responsibility and accountability as a team member to reach our targets with efficient consistency and credibility.
- Participated in internal audits regarding the quality management system.
- Researched and adopted new technologies to add value to existing offerings.
Education
B-Tech - EEE
Gurunanak Engineering College
HYDERABAD, IndiaMaster of Science - Computer Science
Campbellsville University
Campbellsville, KYSkills
- ServiceNow Workflow Management
- Vendor Performance Analysis
- IT Procurement Management
- MobileIron Device Management
- Effective Asset Coordination
- Client Relationship Management
- Business Process Optimization
- Knowledge Management Strategies
- Data Visualization Tools (CLARIS, QLIK SENSE, TABLEAU, MOBILE IRON)
- Performer Operations Management
- Effective Configuration Oversight
- Configuration auditing and configuration management
- Hardware acquisition management and hardware configuration
Certification
ITIL 4 Foundation (09/2021 - Present)
Languages
- English
- Telugu
- Hindi
Timeline
Configuration Specialist/Global Asset Liberian
HCL Technologies Ltd(client Novartis)
08.2019 - 02.2023
Assistant Manager
Cherish Pvt Ltd
08.2018 - 07.2019
Senior IT Analyst
Intelenet Global Services PVT LTD,(Client Google)
05.2015 - 08.2018
ITIL 4 Foundation (09/2021 - Present)
B-Tech - EEE
Gurunanak Engineering College
Master of Science - Computer Science
Campbellsville University
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