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<pre>Array ( [var] => cut_url ) </pre> Resume for Soumya S. for Consultant / Computer & IT Services in Singapore, Singapore. Search More Resumes for Consultant on #JCUO5HXQ8

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Resume for Soumya S. for Consultant / Computer & IT Services in Singapore, Singapore

Occupation: Consultant Industry: Computer & IT Services
Country: Singapore City: Singapore
State: Singapore ZIP: 643274

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Soumya S.
– , C, Street , Jurong West, Singapore
Phone: + |
Professional Profile
. An ITIL V certified professional with six+ years of experience spread across IT Service
Delivery, Problem and Incident Management, Escalations Management, Technical
Hardware engineering support, and Customer Service Industries.
. Solutionsdriven professional with extensive experience in process management and
designing/ implementing technical Solutions.
. Customerfocused, highly organized selfstarter with effective customerservice skills.
. Resourceful, creative problemsolver with proven aptitude to analyze and translate complex
customer requirements and business problems and design/implement innovative custom solutions.
. Articulate communicator who can fluently speak the languages of both people and technology,
blending technical expertise with exceptional interpersonal skills while interacting effectively
with customers, sales staff, and technical/engineering teams; adept at delivering
presentations and demos.
Key Competencies and Skills
• Process Design and Improvement • ITIL V Certified • Service Delivery Management • Strong
TCE and Customer Focus
• Customer Relations Management • Escalations Management •Training and Transition
Management • Knowledge Management • Presentation Skills • Negotiation and Customer
handling skills • Multi Cultural Team Management • Communication Skills •
Professional Experience
Feb – Transition/ Process Consultant at Hewlett Packard, Singapore, Pte Ltd.
Roles, responsibilities included:
. Responsible for coordinating transition of processes from external vendors/
companies to HP as part of the SOE Project Service desk
. Liaising with multiple Singapore Govt agencies for Knowledge transfer and
ensuring smooth transition.
. Responsible for designing process for content management and Knowledge Base
KB implementation as part of the Operations team.
. Ensuring Service Desk readiness on KB features, Remedy tools and Agencies
specific Information.
. Ensuring continuous updates are provided to the teams through Knowledge
transfer and training.
. Supported Operations in driving continuous service improvements based on client
. While in the current role, was recipient of HP eAward for playing a pivotal role in
the transitioning of Service Desk from NCS to HP.
June – Dec Operations Lead / Global Critical Incident & Problem Manager at
IBM, India Pvt Ltd:
Roles, responsibilities included:
. Critical Incident and Problem Manager and Operations Lead with the responsibility
of managing North and Latin America NA & Latin account for client, Diageo, plc.
. Acting as a proactive, TCE focused, escalation point for Critical Incident and
problem process issues
. Accountable for driving RFO Reasons for Outage / RCA Root Cause Analysis
for Critical Incident resolution
. Maintained effective communication with senior management, process owners,
and client
. Conducted reviews and regular meetings with Service Delivery Managers to increase
efficiency and effectiveness of the process.
. Functioned as a coach and point of escalation for Problem Management Process Manager
. Coordinated activities between multiple support groups to ensure adherence to Service
Level Requirements SLR where multiple groups are needed to resolve a single incident
Sept – Jun Tier II Analyst / Transition & Knowledge Management Team at Dell
Inc, Bangalore, India
Roles, responsibilities and achievements included:
. Liaising with the Service Delivery teams, Business, AXAUK and other groups, to
resolve IT Issues, demonstrating excellent communication and negotiation skills.
. Was selected to be part of Transition and Knowledge Management Team that
went to Bristol UK for Knowledge Transfer.
. Handling escalations and quality adherence process at the Tier – II level.
. Successfully completed Dell’s ‘Yellow Belt’ program, an initiation process to six
sigma methodology.
Dec – July Customer Care Consultant at America Online Limited AOL Pvt
Ltd, Bangalore, India
Roles, responsibilities and achievements included:
. Technical support to AOL clients over the phone by troubleshooting AOL
software issues.
. Recognized as valuable team member and chosen for committee to decrease
AHT and improve customer service.
. Excelled at troubleshooting and configuration of Internet software products.
. Trained and Supervised New Hires.
Mar – Dec Counsellor Admin in Charge at Panikulam Information Technology
Services, Pvt, LTD NIIT:
Roles, responsibilities and achievements included:
. Counselling students regarding IT courses.
. Hard selling courses, increasing the number of student registration.
. Successfully maximized the sales for the IT centre in the state and won the Best
Counsellor award.
Awards and Recognitions
. Recipient of HP eAward for outstanding ownership, commitment and contribution
for supporting the transitioning of Service Desk from NCS to HP.
. Recipient of three ‘On the Spot’ Awards and “Extra Mile” for my contribution
towards successful implementation of process changes regarding transition and
Knowledge Management at Dell.
. Recipient of ‘Voice of the Customer’ award for excellent performance and
successful implementation of process changes.
. “Best Counsellor Certificate” awarded by NIIT for maximum course sales and
student registration.
Education and Other Qualifications
ITIL V Foundation Certified.
Dell Certified Hardware Technical training completed
CompTIA A+ Certified Operating System Technology
– . Graduate Degree holder in Bachelor of Science from Calicut University, India
IT Skills
• Excellent knowledge of Remedy, R CA Service Desk Tool and CMDB tools
• Operating Systems knowledge of WIN //ME/XP/NT, Vista and MS Office suite.
• Have thorough knowledge of Dell Hardware, general computer hardware and IT
Personal Information
Sex : Female
Nationality : Indian
Date of Birth: th July
References : Shall be furnished on request.

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