MONICKA DEVI .
N
Project Management Office
ABOUT ME
I am a result oriented IT professional having a 9.5 years of
experience. I can identify and resolve technical issues
efficiently to minimize downtime and enhance
operational efficiency. I assure you a prompt track record
of implementing IT service improvements to optimize
EDUCATION
client satisfaction.At the same time working on strong
BACHELOR OF SCIENCE BIO-TECH
client relationship-building skills and a dedication to
GURU NANAK COLLEGE CHENNAI providing exceptional customer support.
College secretory
Member of Cultural secretory & Ready to contribute to a dynamic IT team.
Department
CERTIFICATE OF HIGHER WORK EXPERIENCE
EDUCATION SCIENCE
April 2023 - March 2024
DR. KK . Nirmala Girls Higher
Senior System Engineer - Trianz Digital Consulting Pvt
School Chennai, TN
Ltd - Chennai, Tamil Nadu
SHAKESPEARE MATRICULATION
Major Incidents P1/P2/P3 : Point of contact for all
HIGHER SCHOOL
Chennai, TN Major Incidents - Create and run War Room calls for all
major incidents and keep complete track of ticket
SKILLS progress, reporting to customers, delegating tasks to all
Project Management relevant parties, find and implement workarounds,
Major & Minor Incident perform Root Cause Analysis and bring the Incident to
Management
IT Service Improvement closure within the given SLA times.
Client Support Team Management : Expertise in running 24x7 shift
Problem Management based Application Service Delivery managing multiple
Change Management
SLA Management Support teams, making Shift Rota plans, people
KPI setting and management, coordinating with other technical teams,
management customers, senior management etc., Train and mentor
Process Improvement
Documentation junior members to help them achieve their delivery
management targets.
Quality Control SLA and Innovation: Strong skills to organize support
Payroll Submittals
Field support team to achieve the given SLAs and meet all quality
ITIL 4Foundation : Key standards including SLA adherence, improved TAT,
Concepts of service customer satisfaction, adherence to process and all
Managements.
industry standard practices. Encourage ideation,
ITIL 4Foundation: Event ,
Incident and Problem discussion and implementation of Innovations to
Managements improve overall service delivery.
Metrics & Reporting: Gather all relevant data and
CONTACT metrics and present them on periodic basis to
+91-6369144913 management, customers reflecting the performance of
nirmal.moni@gmail,com
Chennai, India the team, scope for improvement, identification of pain
points and suggestions for Continuous Service
Improvement.
April 2022 - April 2023
Technical Support Analyst- Process Associate
Aegan Technologies Pvt LTD - Thryve Digital - Chennai, Tamil Nadu
Collaborated with various IT service management processes to enhance incident resolution and minimize
impact on business operations.
Responded to and resolved incidents in a timely manner, identifying and escalating major incidents to
senior management.
Successfully maintained effective communication channels across teams to efficiently address incidents.
Prepared comprehensive documentation of incident details (SOP), resolutions, and lessons learned.
August 2020 - April 2022
IN SLS SUPPORT MGNT COORDINATOR
Primus Global Technologies Pvt Ltd- Hewlett-Packard - Chennai, Tamil Nadu
Directly supported and increased staff retention by 18%, implementing a company-wide EAP for over 2,200
employees.
Initiated a structured post-incident review process, providing actionable insights into system vulnerabilities
and boosting overall system resilience.
Authored comprehensive documentation for incident management procedures, allowing for consistent
training and upskilling of new staff members.
Coordinated with client success teams to deliver customized solutions resulting in a 20% decrease in critical
incident frequency.
June 2015 - December 2018
Sales Support Associate
Hewlett Packard Enterprise - Chennai, Tamil Nadu
Oversaw helpdesk operations, driving resolutions for up to 750 ticket items monthly with a 98% satisfaction
rate.
Contributed to the implementation of a HSA benefit plan, which was utilized by 90% of eligible employees
within the first year.
Streamlined client support operations by integrating Jira and ServiceNow, reducing average ticket resolution
time by 30%.
Played a key role in a project that increased the reliability of client-facing applications by performing routine
system optimizations.
November 2014 - May 2015
OP- Coordinator
Miot International - Chennai, Tamil Nadu
Managed smooth operations and communicated timely updates to coordinate administrative activities.
Successfully managed and coordinated team of 38+ employees.
Assessed feedback from customers to gauge satisfaction and project success.
Provided team members with resources needed to complete project work to maximize efficiency.
November 2010 - November 2014
Administrative Executive
Conjoin Financial solution - Chennai, Tamil Nadu
Managed business travel and logistics, booking cost-effective transport and accommodation.
Used outstanding planning and organizational skill to effectively manage calendars with competing
demands.
Supported senior management in devising and implementing strategies to improve business efficiency,
performance and success.
