Published on: Mar 4, 2016
Transcripts - Poonam Matharu-Resume
F-35, Patel Park,Gali Number 12
1st Floor,Laxmi Nagar, New Delhi
Objective To obtain a meaningful and challenging position that offersprofessional growth
and ample opportunity tolearn and enrich my competencies in my profession.
Skills&Abilities B. Techin ElectricalEngineering, Proficientin ITIL V3Module
(Foundation),withsubstantial experience of various processes like
Incident, Problem, Knowledge, Asset and Configuration Management and
Service Transition process.
A Certified ITILV3 foundation Professional with expertise in execution of
ITILguidelines forprocess improvement and identifying the key issues
Managing quality functions entailing In-process Quality
Implemented Asset and Configuration Management process using ITIL
Engaged in conducting SACM Processinduction sessions forClient and
Implemented the Configuration Management Processin a HCL Project.
Previously workedas the Change Manager based on the AS-IS transition for
Taken care of the incident management process in one of the projects
Experience ASSOCIATE MANAGER,HCL
August’2011 – till date
Key Responsibilities in Supported Projects
Asset& ConfigurationManagement/ ChangeManagement
Handling the Asset and Configuration Management process as Asset and
Configuration Manager forthe client and all the support teams globally.Maintaining
the sanity of the AMDB and CMDB. Also, preparing the Global report for the assets
and configurationitems audits, thereby implementing the remediation to combat
the gaps in AMDB and CMDB.
Also, handled the Change Management process for the same client.
Owning the SACM process forboth data center and end-user computing
assets and workedon SNOW (Eureka),ITSMRemedy, Eracentand Universal
Working in co-ordination with all the support teams for creating and
managing the asset and CI information in both AMDB and CMDB.
Havegood hands on tools like BMC Remedy, SNOW and Eracent.
Driving the utilization of SACM Process among differentteams within the
Implementing audits on a quarterly basis on AMDB and CMDB.
Being a Process Implementer forthe Configuration Management Process.
Monitoring the Asset and Configuration Process and conducting sessions
with the client end counterparts to discuss about the challenges or provide
fix to any existing issues related toSACM.
Being Asset and Configuration Manager, only person responsible for asset
and CI audits globally.
Owner of SACM Issues and liaise with the Client asset and configuration
management counterpart to get the same sorted out.
Delivering Asset Management and Configuration Management related
Reports whichprovides visibility to the management regarding the SACM
Implementing differentmethods formotivating people to update the CI
Providedtraining session to users on Asset and Configuration process and
to the Transition Leads for uCMDB Console.
Responsibility of taking training sessions for the support teams for Asset
and Configuration Management.
End to End Change Management ProcessOwner.
Ensuring that the process training is availablefor those responsible for
executing the Change management and Asset & Configuration management
Ensures ITmanagers or Team Leads are properly identifying and
committing resources to performall Change Management activities.
Auditing Change tickets forquality and compliance. Providingfeedbackand
Responsible for reporting activities via daily,weekly and monthly reports
ProvidingITILtraining sessions to engineers withemphasis on Process
compliance and Quality forChange management and Asset & Configuration
Hosting weekly CAB meetings toensure changes are being approvedon
Performthe Post Implementation Review on the changes.
Proficientat managing & leading teams forrunning successful process
Well versed with ITSM.
Adept at providing value added customer service, ensuring quality and
service norms by mentoring / guiding the team members with excellent
Excellentinterpersonal, communication and organizational skills with
provenabilities in team management and customer relationship
Handled the Incident Management process forthe client and all the support teams
o Handling Severity1 & Severity 2 tickets
o Being a part of Incident Management Team, the information is
receivedfrom ServiceDesk Team about any issue if business is
impacted or multiple users or multiple sites are affecteddue to the
o Handling the bridge forSeverity 1 or a Severity 2 ticketsbased on
the criticality of the issue or based on business impact.
o Acting as a coordinator between the technical teams while handling
the critical tickets at the same time keeping the client updated and
o Working on the trending forincidents in order to raise or provide
input forthe ProactiveProblemManagementas part of the
Sr. Technical SupportOfficer,Convergys(Microsoft)
Acting as an L2, escalation point forall technical issues for MicrosoftOffice
and Outlook end users.
Creating and maintaining data/reports fromITSM
Conducting ProcessTraining Sessions forthe new joiners.
Daily review the targets of team as wellas each individual and send
performance report to project manager on daily basis.
Prepare KRA of my team members and time to time analyze on the basis of
Supporting the ProjectManager by taking lead in addressing customer
issues& implement preventive& correctiveactions
Education Course Institute Year
ITIL V3 Foundation Module NIIT(EXIN) 2013
B. Tech (ElectricalEngineering) 2010 PTU
Achievements Rewarded as ‘Overall Best Performer’ in the first 3 months of the
Configuration Management Implementation.
Got many appreciations fromClients like Nokia and AARP.
Recognized as ‘Value Creator’ for mentoring new joiners and keeping them
up to speed.
Special Rewardforthe contribution to ITILProcessteam
Recognized as “Game Finisher” forcontribution to Configuration
Rated thrice as “OUTSTANDING” (O2,the best rating in yearly appraisals)
Actively involvedtheProjecttransition for Asset and Configuration
DATE:July 13, 2015 PoonamMatharu