Professional Summary
A Data Quality and Management professional, with a proven track record for blending Business Strategies with Information Technology. Worked on IT Service Management (ITSM) Methods, Processes, Planning and Implementations based on ITIL best practices for Service Level.
Education
a) Graduation - B.Sc (Computer Technology), from KCT, Bharathiyar University in 2004 (Gold Medalist, University Rank with 82%)
b) Masters - M.Sc (Computer Science), from PSG, Bharathiyar University in 2002 (University Rank with 84%)
Certifications
ITIL Foundation - EXIN, Netherlands, 2005
Experience Highlights
Worked on a Six sigma project in IBM (Transactional Productivity & Operational Effectiveness Optimization).
Produced a Data Quality report on CMDB (SESDR) that projects the level of accuracy in the database.
Initiated a Data Quality Project in the team to reduce anomalies in the database.
Worked extensively in ITIL enriched environment for IT Service Management including CMDB.
Instrumental in transforming the relevance of CMDB to support the Service Management.
Made CMDB relevant to roll out for audit, licensing and other projects.
Ability to interface professionally and communicate easily with customers and co-workers.
Expertise in team collaboration and solution brainstorming in fast paced work environments.
Professional Experience
Duration - June 2005 – March 2007
Organization - IBM
Designation - Subject Matter Expert (Systems Operation Senior Specialist)
Domain - ITIL Service Delivery Management
SME (Subject Matter Expert SESDR –UK) in IBM Global Services, Bangalore
Responsibilities
Manage a team that updates and maintains a database that contains all the inventory details (hardware and software) of IBM owned and IBM managed Servers in UK
• To act as focal point for the UK SESDR Data, ensuring that all data is processed in an accurate and timely manner and that queries and issues are resolved promptly.
• Drive other departmental groups to deliver elements they are responsible for (e.g. SSO, SM, etc)
• Responsible for the quality of the Configuration Management Database
• Validate all data cross-reference reports between SESDR hardware and software
• Maintain the configuration management Data Base for IBM in the UK region and make it ready for costing and audit purposes.
• Checks the data quality of the database and mentors the Data Quality Analyst in their roles.
• Makes sure that the database can be bridged with other databases for licensing, health checking of servers, asset management, Data center cost pool and also for updating change information in the servers.
• Responsible for the asset management and creation of relations between CI’s for the assets in the database
• Customize and prepare dashboard to analyze the data quality and to bring it above a baseline.
• Manage escalations for the team, and be the owner for any anomalies reported.
• Involved in new development projects for SESDR like TLM, MPB, Cost pooling, CEP etc.
• Responsible for initiating quality improvement program and for automating the process to work without any glitches even in case of a disaster.
• Make the process complaint as per BS15000 standards.
• Leading a Black belt program for SESDR to reduce cost and to make SESDR 100% quality compliant with business standards.
Extra Roles and Responsibilities in other teams
Delivering IT Services Management (ITSM) support based on ITIL best practices that focus on the people, process, and technology, and information perspectives of providing solutions within the IT infrastructure. This includes key aspects of ITSM best practices and methods from analysis, identification, planning and implementation of solutions for the underlined incidents and problems.
Business Impact Assessment and Business Resumption/Disaster Recovery
Generating, maintaining and updating reports for accurate information availability.
Reducing the number of problems by reviewing, analyzing, trend analysis & creating Root Cause Analysis (RCA) reports of problems.
Additional responsibility of mentoring and coaching new team members to bring them across the learning curve.
Six sigma project (working as a Green Belt)
Scope of the Project : To find the Mean Elapsed Time (MET) between opening and closing a ticket that has been created for any problem/ change / release in a server and identify measures to reduce the MET.
Compare the MET and the SLA and analyze how many tickets have breached SLA and why they have breached.
To speak to all the resolver groups handling the ticket, starting from the helpdesk to the resolver teams and identifies the reason for delay.
Assess the SLA and the number of SLA breaches and formulate methods to avoid the SLA breaches.
Brain storming sessions with concerned departments and formulate using the DMAIC principles.
Find and identify areas of improvement – train, test and implement the improvements.
Monitor the SLA after implementing Six Sigma principles.
Document the improvements and techniques.
Accuracy project in SESDR
Produced an Accuracy report , to project the accuracy of the Configuration management database(Single EMEA Server Data Repository)
Accuracy report is accepted by UK Team, taken as a base for identifying the anomalies in the database.
The report reflects all the anomalies account-wise, DQA (data Quality Analyst) wise.
The report gives the overall performance of the team and individual performance of the team members.
The report is used as input for KPIs (Key Performance Indicator).
Duration - May 2004 – June 2005
Organization - XPLOREINFOSYSTEMS
Designation - Software Developer
Environment - Oracle 8i, Visual Basic 6, SQL, Oracle PL/SQL, Crystal Reports
Responsibilities
Involved in system analysis and data modeling which included creating the tables, indexes, views in Oracle database.
Designed and developed Employee Information application and created stored procedures to keep track of employee details such as qualifications, skills, specialization areas, salary details and dependent information.
Generated custom reports based on user inputs. Controlled exceptions and implementing user-friendly error messages.
Actively involved in project design and development and handled analysis programming and testing.
Other Trainings
a) Trained “Green Belt in Six Sigma Methodologies” at IBM.
b) Training in ITIL Service Delivery and Service Support Management, IBM, 2005.
Technical Skills
Programming - C, C++, Java.
Microsoft Office - Excel, Word, PowerPoint, Outlook.
Operating Systems - Windows 95 / 98 / XP / 2000 /
Six Sigma Tools - Minitab for six sigma
Concepts - Data Warehousing, RDBMS.
A Data Quality and Management professional, with a proven track record for blending Business Strategies with Information Technology. Worked on IT Service Management (ITSM) Methods, Processes, Planning and Implementations based on ITIL best practices for Service Level.
Education
a) Graduation - B.Sc (Computer Technology), from KCT, Bharathiyar University in 2004 (Gold Medalist, University Rank with 82%)
b) Masters - M.Sc (Computer Science), from PSG, Bharathiyar University in 2002 (University Rank with 84%)
Certifications
ITIL Foundation - EXIN, Netherlands, 2005
Experience Highlights
Worked on a Six sigma project in IBM (Transactional Productivity & Operational Effectiveness Optimization).
Produced a Data Quality report on CMDB (SESDR) that projects the level of accuracy in the database.
Initiated a Data Quality Project in the team to reduce anomalies in the database.
Worked extensively in ITIL enriched environment for IT Service Management including CMDB.
Instrumental in transforming the relevance of CMDB to support the Service Management.
Made CMDB relevant to roll out for audit, licensing and other projects.
Ability to interface professionally and communicate easily with customers and co-workers.
Expertise in team collaboration and solution brainstorming in fast paced work environments.
Professional Experience
Duration - June 2005 – March 2007
Organization - IBM
Designation - Subject Matter Expert (Systems Operation Senior Specialist)
Domain - ITIL Service Delivery Management
SME (Subject Matter Expert SESDR –UK) in IBM Global Services, Bangalore
Responsibilities
Manage a team that updates and maintains a database that contains all the inventory details (hardware and software) of IBM owned and IBM managed Servers in UK
• To act as focal point for the UK SESDR Data, ensuring that all data is processed in an accurate and timely manner and that queries and issues are resolved promptly.
• Drive other departmental groups to deliver elements they are responsible for (e.g. SSO, SM, etc)
• Responsible for the quality of the Configuration Management Database
• Validate all data cross-reference reports between SESDR hardware and software
• Maintain the configuration management Data Base for IBM in the UK region and make it ready for costing and audit purposes.
• Checks the data quality of the database and mentors the Data Quality Analyst in their roles.
• Makes sure that the database can be bridged with other databases for licensing, health checking of servers, asset management, Data center cost pool and also for updating change information in the servers.
• Responsible for the asset management and creation of relations between CI’s for the assets in the database
• Customize and prepare dashboard to analyze the data quality and to bring it above a baseline.
• Manage escalations for the team, and be the owner for any anomalies reported.
• Involved in new development projects for SESDR like TLM, MPB, Cost pooling, CEP etc.
• Responsible for initiating quality improvement program and for automating the process to work without any glitches even in case of a disaster.
• Make the process complaint as per BS15000 standards.
• Leading a Black belt program for SESDR to reduce cost and to make SESDR 100% quality compliant with business standards.
Extra Roles and Responsibilities in other teams
Delivering IT Services Management (ITSM) support based on ITIL best practices that focus on the people, process, and technology, and information perspectives of providing solutions within the IT infrastructure. This includes key aspects of ITSM best practices and methods from analysis, identification, planning and implementation of solutions for the underlined incidents and problems.
Business Impact Assessment and Business Resumption/Disaster Recovery
Generating, maintaining and updating reports for accurate information availability.
Reducing the number of problems by reviewing, analyzing, trend analysis & creating Root Cause Analysis (RCA) reports of problems.
Additional responsibility of mentoring and coaching new team members to bring them across the learning curve.
Six sigma project (working as a Green Belt)
Scope of the Project : To find the Mean Elapsed Time (MET) between opening and closing a ticket that has been created for any problem/ change / release in a server and identify measures to reduce the MET.
Compare the MET and the SLA and analyze how many tickets have breached SLA and why they have breached.
To speak to all the resolver groups handling the ticket, starting from the helpdesk to the resolver teams and identifies the reason for delay.
Assess the SLA and the number of SLA breaches and formulate methods to avoid the SLA breaches.
Brain storming sessions with concerned departments and formulate using the DMAIC principles.
Find and identify areas of improvement – train, test and implement the improvements.
Monitor the SLA after implementing Six Sigma principles.
Document the improvements and techniques.
Accuracy project in SESDR
Produced an Accuracy report , to project the accuracy of the Configuration management database(Single EMEA Server Data Repository)
Accuracy report is accepted by UK Team, taken as a base for identifying the anomalies in the database.
The report reflects all the anomalies account-wise, DQA (data Quality Analyst) wise.
The report gives the overall performance of the team and individual performance of the team members.
The report is used as input for KPIs (Key Performance Indicator).
Duration - May 2004 – June 2005
Organization - XPLOREINFOSYSTEMS
Designation - Software Developer
Environment - Oracle 8i, Visual Basic 6, SQL, Oracle PL/SQL, Crystal Reports
Responsibilities
Involved in system analysis and data modeling which included creating the tables, indexes, views in Oracle database.
Designed and developed Employee Information application and created stored procedures to keep track of employee details such as qualifications, skills, specialization areas, salary details and dependent information.
Generated custom reports based on user inputs. Controlled exceptions and implementing user-friendly error messages.
Actively involved in project design and development and handled analysis programming and testing.
Other Trainings
a) Trained “Green Belt in Six Sigma Methodologies” at IBM.
b) Training in ITIL Service Delivery and Service Support Management, IBM, 2005.
Technical Skills
Programming - C, C++, Java.
Microsoft Office - Excel, Word, PowerPoint, Outlook.
Operating Systems - Windows 95 / 98 / XP / 2000 /
Six Sigma Tools - Minitab for six sigma
Concepts - Data Warehousing, RDBMS.