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- 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.
- 2. Page2 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
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