1. Page 1 of 3
SHILPA VJ
Objective:
To be an active member of a vibrant and dynamic team where I can bring out the best in me in terms of
my abilities & skills professionally thus bringing out a mutual growth, for my employer and myself.
Professional Experience
1) Company Name: Mindtree LTD
Project Name/Client worked for: Deutsche Bank and KPN
Role: Working as Associate Manager/Change Manager/Transition lead/ Project Lead
Tools: DB Symphony, GCM tool, Juniper, ACE tool,DB Support Plus, Remedy,Service Now
Duration: November2011- till Date
 Working as Project Manager for Deutsche Bank. Taking responsibility of multiple projects whom
we are supporting on SDOD2 platform
 Delivering Application and Desktop Transformation projects for the past 6 years employing
Prince2 and ITIL methodologies and managing the entire end to end project lifecycle.
 Deliver services for: Application Specific Firewall Configuration and Delivery, SecureID Remote
access token delivery, Virtual Machine build and deployment, External User on-boarding
 Handling team of 25 members including Bangalore and Chennai location
 Working in a very challenging environment and striving to meet the customer expectation
 Ensuring the 4 different transaction(user change, application change,New project and profiling
request) models are meeting the SLA
 Driving the call along with Service Delivery Manager and Service Owner to discuss potential
project getting introduced to SDOD2 platform
 Interacting with Vice President for Process improvements. Suggested and implemented process
improvements ideas for betterment of service which in turn added value
 Participating actively in management call along with SDM, VP of DB to educate the stake
holders about the infrastructure of sdod2 environment and bringing more project to the SDOD2
platform
 Planning, delegating, monitoring and controlling the entire life cycle of the project
 Ensuring the process is adhered.
 Have actively involved in creating process document, educating team members to understand and
adhere to the process to meet the Quality expectation from client
 Have provided training to Project managers on how the system works and suggesting them the
best approach to set up the project
 Evaluating the new joiners on the knowledge they have gained and took interview for the
candidates to join our team. Setting goals and taking annual appraisal for team members.
 Handling escalation from DB Management.
 Representing the entire service during the call
 Creating New profiles in Juniper server for project set up
 Conducting Team meeting on weekly basis and understanding the challenges .Effective
introduction of new change to ensure business runs smoothly
 Taking part in analyzing the effort (WBS) for different transaction and giving valuable input
wherever required.
 Providing monthly billing based on ticket closed across different transactions made in the project

2. Page 2 of 3
 Worked as Change Manager/Team lead for KPN Account. Managing Team of 8 team members
 Interacting with client on important changes, updating, preparing report, analyzing report
 Implement process improvements
 End to end ownership of Change Management
 Successfully transitioned Change Management from Accenture
2) Company: IBM India Private Ltd
Duration: March-2010-Nov-2011
Designation: ITIL coordinator-Change Manager
Tools Worked on: Manage Now, TSRM-Tivoli Service Request Manager
Responsibilities:
 Worked as change manager for Network team where I handle changes related to Avaya, voice
gateways devices and other network devices.
 Worked for release management for the major release like ECM Migration and other
 Receiving a change request(RFC),reviewing it for completeness, assessing, approving or
rejecting, and if approved, scheduling and monitoring the implementation of the change
 Manage change records within agreed time frame to closure.
 Taking the ownership of the entire change cycle, from creating change record to closing the status
of the change.
 Raising changes in TSRM tool and preparing CAB reports
 Building and maintaining the consolidated Change schedule.
 Communicating changes that have been identified as having pervasive impact of the change
controller and other change controllers in their region. The change controller will communicate to
other change controllers using the controller distribution list.
 Reviewing failed and cancelled changes to identify the cause for the failure or cancellation to
ensure that no outstanding issue exist that require additional attention and ensuring that those
issues are resolved by appropriate individual.
 Conducting CAB meetings, where we discuss about the changes scheduled for the next ten days
and reviewing the status of the failed changes if any.
 Interacting with SDM on regular basis to provide feedback on improvements about the project if
any.
 Training technical people on process and tool
3. Company: Hewlett Packard Global Solution PVT LTD
Duration: March-2008 - Aug-2009
Worked on Incident Management
Tools Used: HP ServiceCenter, Siebel PRM, CAT,PCR, Smart portal
 Have transitioned the pilot process along with team lead
 Worked on Incident Management in a tool called HP Service Center,where we have a list of
tickets to be worked upon, generated automatically by the customers and the users when they
send the mail to our Generic Mail box.
 Providing requesters with user as well as admin access for different applications like CAT, PCR,
Smart portal, Siebel, ECIP.
 Have been provided with admin rights where we resolve the log in issues which the users are
facing with different tools.
 Creating as well as deleting the user’s profile in Siebel. Adding as well as removing the users to
the different PDL’s. Maintaining distribution list.
 Ownership of ticket tracking as long as they are open and unresolved
 Worked on Siebel platform mainly to resolve the issues and closing the tickets in HPSC tools

3. Page 3 of 3
 Routing the tickets to different team or workgroup if it is out of our scope and maintaining the
track so that the users get appropriate solution within SLA.
 Escalating the issue with technical and second line support to resolve the customer issue.
Following up for the update
 Generating the report and assigning the tickets to team mates. Ensuring the tickets is closed
within SLA.
 Generating weekly reports and discussing about the achievement and challenges faced by the
team through weekly calls with the customers.
 Have done process improvements which made the team to achieve 100% SLA
Achievements in HP
 Best performance award for fivetimes in my tenure in HP.
 Special recognition award for Jan month.
 Preparing the process documents.
 Have provided training for colleagues from different team as well as fresher.
4. Company: Infosys BPO
Duration : July-2006 – March2008
 Worked on change Management.
 Raising changes for CISCO. Ensuring the RFC has been provided with all necessary info,
validating and creating changes.
 Providing high degree quality work.
Education Qualification
Bsc (PCM) : S.J.R.College for Women Rajajinagar Bangalore - 2003-2006 (58.9%)
Hsc (PCM) :B.S.V.PCollege - 2001-2003 (58%)
SSLC (CBSE) : Kendriya Vidyalaya Malleshwaram - 2000-2001 (62%)
Technical Skill set
Operating Systems : Windows 98/2000 X P
Tools & Utilities : MS Office,Oracle 11i, Siebel Platform
Certification(s) : ITIL V3 Foundation certified, Prince 2 foundation and practitioner
certificate
Personal Details
Name : Shilpa VJ
Father Name : V.P.Javali
DOB : 03/04/1985
Age : 30 years
Gender : Female
Permanent Address : #240 2ND Cross 4th Stage BEML Layout
Rajarajeshwari Nagar Mysore RoadBangalore:560098
Mobile : 9739997721
Email ID : shilpavj12@gmail.com
Passport :G1423491