Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Software
Interests
Timeline
Generic

VIMALPRIYA KOTHANDAPANI

Program Manager
Norwalk,CT

Summary

12 years of Experience in ITSM implementations using the tools like HP and Service Now. Experience in executing complex Service Now integration for all the ITSM Modules using Agile and Waterfall methods. 6+ years of experience in leading programs transforming conventional services into cloud services. Expertise in ITIL V3 Framework IS Transformations Service Management Operation Release Management CMDB and Discovery Asset Management Servicenow integration for all the ITSM Modules Foundational data in ITSM Modules Hewlett-Packard Service Desk Tool SP 23/ Service Manager Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, including inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.

Overview

2
2
Languages
7
7
Certifications
5
5
years of post-secondary education
15
15
years of professional experience

Work History

Program Manager

Yale
New Haven, CT
10.2019 - Current
  • Leading Service development, Service Operations teams.
  • Driving projects from conceptual phase to go-live phase.
  • Agile and Waterfall methodologies.
  • New Client proposals and demos for managed operations in cloud services.
  • Deriving accelerators in Cloud practice initiatives., World bank is an international financial institution that provides loans to countries of the world for capital projects.
  • Transformation of CMDB and Asset management from Remedy to Service Now for about 20000+ end users and 5000 fulfillers.
  • Integration of SAP, Splunk, Azure, App dynamics, VRealize, Canon printers, PC inventory management, UCM DB with Service Now.
  • Implementation of ITSM modules like Help desk, Chat, Change, Problem and Release management.
  • Verified achievement of practical Business Value Realizations by each operational team, suggesting alterations to meet goals.
  • Used online conferencing tools such as [Software] and [Software] to conduct training and learning sessions in remote environments.
  • Defined and managed feedback loop, integrating customer complaints and suggestions into future programmatic changes.
  • Prioritized platform upgrades, considering both long-term and short-term return on investment (ROI) potential to maximize spending impact.
  • Planned and managed technical projects for clients.
  • Worked closely with other departments to better understand product features and develop appropriate training materials.
  • Coordinated and planned [Timeframe] operational meetings to reduce inter-departmental redundancy.
  • Regularly reviewed training materials and courses, adding updates to keep all information current and pertinent.
  • Delivered training sessions for newly hired team leaders and management staff.
  • Developed and implemented curriculum and training materials appropriate for use at all skill levels.
  • Served as primary interface between business channels and internal departments, aligning wishes of sales and finance departments with customer service realities.

ITSM Service Manager

Cognizant Technologies Solutions
Stamford, CT
02.2015 - 10.2019
  • (formerly EMC Corporation until 2016) is an American multinational corporation headquartered in Hopkinton, Massachusetts, US.
  • Dell EMC sells data storage, information security, virtualization, analytics, cloud computing and other products and services that enable organizations to store, manage, protect, and analyze data.
  • Maintenance of all the helpdesk Services, Service Process and Management Operation with ITIL V3 Framework using Service Now.
  • Implementation of the following ITIL process in service-now – Incident Management, Service Request Management, Service Catalogue, Report, Change Management, Problem Management, B2B (Business to Business) integration, SSO.
  • Business to Business integrations via web services (Data transmission from one helpdesk Portal to another Helpdesk portal).
  • C.R.
  • BARD - ITSM Service Now Implementation Specialist.
  • C.R.
  • BARD now branded simply as Bard, headquartered in Murray Hill, New Jersey, USA, is a leading multinational developer, manufacturer, and marketer of medical technologies in the fields of vascular, urology, oncology, and surgical specialties.
  • Transformation of CMDB and Asset management from Remedy to Service Now for about 50000+ end users and 2000 fulfillers.
  • Implementation of ITSM modules like Help desk, Chat, Change, Problem and Release management.
  • Maintenance of all all the helpdesk Services, Service Process and Management Operation with ITIL V3 Framework in Service Now.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Followed up with customers during and after installations to verify satisfaction.
  • Monitored safety compliance to maintain strict standards and protect team members from harm.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.

Service Manager/Testing Lead

AVI Technologies
Norwalk, CT
01.2014 - 01.2015
  • Is a United States-based investment and insurance company.
  • The Hartford is a Fortune 500 company headquartered in Hartford, Connecticut.
  • New implementation of all the helpdesk Services, Service Process and Management Operation with ITIL V3 Framework in Service Now.
  • Automated the testing cycle of the SDLC and ITSM Modules using ITIL V3 Framework.
  • Followed up with customers during and after installations to verify satisfaction.
  • Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary.
  • Evaluated final results to determine quality levels and isolate root causes of any identified faults.
  • Monitored safety compliance to maintain strict standards and protect team members from harm.
  • Developed written plans and obtained customer consent to proceed.
  • Maintained effective customer service by responding to service requests quickly to increase overall sales by [Number]%.

Service Request Manager

L & T Infotect
New York, NY
03.2013 - 12.2013
  • Is an American multinational media conglomerate with interests primarily in cinema and cable television.
  • It is currently the world's ninth largest broadcasting, cable, and media company, in terms of revenue.
  • Implementation of Service Now Request Management Process with Web service integration with OTIS and Active Directory.
  • Integrated service management functionality allows VIACOM to manage crucial support and service processes to successfully deal with today's complex IT management challenges.
  • New implementation of all the VIACOM Support Operation, Service Process and Management Operation with ITIL V3 Framework in Service now web interface.
  • These services mainly include the automation of the Helpdesk support and service operation, On-Boarding formalities.
  • Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Followed up with customers during and after installations to verify satisfaction.
  • Organized ongoing maintenance schedules to boost system performance.
  • Monitored safety compliance to maintain strict standards and protect team members from harm.
  • Set and administered department budgets for expenditures, materials and labor.

Technical Lead

Capgemini
Cincinnati, OH
09.2006 - 03.2013
  • GE Digital is a subsidiary of the American multinational conglomerate corporation,.
  • GE Digital operates across a number of industries, including aviation, healthcare, manufacturing, mining, oil and gas, power generation and distribution, and transportation among others.
  • Maintenance of Service Management Operation on HP and Service Now.
  • Implementation of all the ITIL V3 process (incident, problem, change, SLA, report, KM, Release) with integration to HP tools in Service Now.
  • Metrics Reports on Helpdesk Portal, On Demand Module Integration, Release Management Operation Automation, Usage of License User Optimization and Catalogue automation for various module optimized usage.
  • Understanding Client’s Business Case and Responsible for Business Analysis and Requirements Collection.
  • Estimate the Project Request and coordinate with Project scheduling team to schedule the project based on the Resource Utilization Plan.
  • Critical bug fixes, Impact & Feasibility analysis, Service Call, Work order queue monitoring, SLA targets and assigning to proper resources.
  • Create, estimate and schedule the small projects based on the client / users request, Automation ideas, process & quality improvements.
  • WSR (Weekly Status Report) preparation & presentation.
  • Defined parameters for technical development tasks such as API and data acquisitions.
  • Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
  • Boosted information sharing by enhancing interfaces between computer systems.
  • Led DevOps teams during continuous integration / continuous delivery (CI/CD) processes.
  • Designed and monitored required support structure needed to confirm stable and scalable application rollouts.
  • Oversaw variety of projects, including budgets, milestones and team performance.
  • Investigated and addressed system issues to enhance usability and improve functionality.

Education

Master of Science - Software Engineering

BITS Pilani
Chennai India
06.2006 - 12.2010

B.Sc. - Computer Science

K.C.S. Kasi Nadar College of arts and science, University of Madras

Skills

    ServiceNow

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Accomplishments

  • Certifications:.
  • IT
  • Collaborated with team of 20 in the development of ITSM.
  • Achieved 100 by introducing [Software] for [Type] tasks.
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Documented and resolved [Issue] which led to [Results].
  • Achieved [Result] through effectively helping with [Task].
  • Resolved product issue through consumer testing.
  • Supervised team of 15 -20 staff members.

Certification

Six Sigma Green Belt Certified

Software

ServiceNow

ITSM

Interests

ServiceNow

Timeline

Program Manager

Yale
10.2019 - Current

ITSM Service Manager

Cognizant Technologies Solutions
02.2015 - 10.2019

Service Manager/Testing Lead

AVI Technologies
01.2014 - 01.2015

Service Request Manager

L & T Infotect
03.2013 - 12.2013

Technical Lead

Capgemini
09.2006 - 03.2013

Master of Science - Software Engineering

BITS Pilani
06.2006 - 12.2010

B.Sc. - Computer Science

K.C.S. Kasi Nadar College of arts and science, University of Madras

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VIMALPRIYA KOTHANDAPANIProgram Manager