1. RADHIKA GARIMELLA
Flat No:103,Jayalaxmi Apartment Mobile :+91-9000539616
New Bowenpally,Hyderabad-11 Email : gradhika09@gmail.com
CAREER OBJECTIVE
To pursue a challenging positionwith a visiontowards the future, where inanatmosphere conducive to
the sharing ideas, learningandgrowthinIT.
PROFESSIONAL SYNOPSIS
A dynamic professionalwith 6 years of experience inService Management Operations, Service Delivery, Project
Management and Team Management.
Currently working with Verizon Data Services as Project Manager.
Worked with Indmax IT Services as a Senior Analyst in Service Delivery Management.
Worked with BOA as a Service Management Expert.
ITIL V3 Foundation Certified, Prince 2 Certified, Cloud Computing Certified.
Hands onexperience ingoverningITIL processes at operationallevel to enhance IT service delivery.
A keenplanner, strategist & implementer with demonstrated abilitiesinservice operations andmanagement.
An effective communicator withexcellent relationship building& interpersonal skills. Strong analytical, problemsolving
& organizationalabilities. Possess a flexible & detail orientedattitude.
Acted in close liaison withservice providers & vendors, ensuring minimal downtime.
CORE COMPETENCIES IT SERVICE MANAGEMENT (ITSM)
Strong Knowledge in analyzing, Developing, Documenting andimplementing incident, Change, Release management
processes.
Conductingkickoff meetings with the client andgathering the requirements regardingto the existingprocess.
ConductingGAPanalysis andfindingout the improvement areas in the process. Designing andimplementing the
process whichneedimprovement.
Designingthe processas per the customer requirements andalsowhich can help the customer inmeetingtheir SLA’s
Understandingthe benchmarks and SLA laiddowninthe Client Organizationsothat designed process can meet the
client expectations.
Coordinating withthe toolsteam, sothat the tool needs to be formulated as the designed process.
Implementingthe designedprocess acrossthe organizationi.e. In terms ofprovidingthe training across the
organization.
Defining process Roles andResponsibilities, Metrics andKPI’s
Developa lastingrelationshipwith the clients andsustainedlevels ofsatisfactionbyensuringservice deliveryas per
SLA agreeduponperformances metrics.
Good understanding of ITIL/ITSMframeworkandits use indaydelivery/ improvement operations
Excellent people management skills, communications capabilities & presentationskills.
Worked onapplications like ITSM Remedy, Citrix, SAP, Lotus Notes, Microsoft Outlook, GSD, AtTask Project
Management Tool.
Abilityto graspquicklyandadapt to ever changing & challenging needinthe IT industryandquicklyto adapt any
geographicallocation.
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ACADEMICS & CERTIFICATIONS
B Tech from JNTU, Vishakhapatnam.
Intermediate fromBoardof Intermediate, Andhra Pradesh.
ICSE from Board of Secondary Education, New Delhi.
ITIL V3 FoundationCertified.
Prince 2 certified
Cloud Computing certified
ORGANIZATIONAL EXPERIENCE
May’ 08 – Oct 2010 with Bank Of America
Role: Service Management Expert
Oct 2010 – August 2012 with Indmax IT services
Role: Service Delivery Analyst
Oct 2012 – Till date with Verizon Data Services
Role: Project Manager
Key Responsibilities as PM:
Define the scope of the project incollaboration withsenior management
Create a detailedwork planwhichidentifies andsequences the activities needed to successfully
complete the project
Determine the resources requiredto complete the project
Developa schedule for project completionthat effectivelyallocatesthe resourcesto the activities
Reviewthe project schedule withsenior management andall other staff that willbe affectedby
the project activities;revise the schedule as required
Determine the objectives andmeasures uponwhichthe project will be evaluatedat its
completion
In consultation withthe appropriate manager, recruit, interview and select staffand/ or
volunteers withappropriate skills for the project activities
Manager project staff and/ or volunteers accordingto the established policies andpractices of
the organization
Execute the project according to the project plan
Developforms andrecords to document project activities
Setup files to ensure that all project informationis appropriatelydocumented andsecured
Monitor the progress of the project andmake adjustments as necessary to ensure the successful
completionof the project
Establisha communication schedule to update stakeholders includingappropriate staffinthe
organizationonthe progress of the project
Reviewthe qualityof the workcompletedwith the project teamon a regular basis to ensure that
it meets the project standards
Ensure that the project deliverablesare ontime, andat the required level of quality
Evaluate the outcomes of the project as established during the planning phase
Date:
Place: G.Radhika