1. MALVIKA SHARMA
E-Mail:sharmamalvika@rocketmail.com
~ Service Management~
Sector Preference: IT-Infrastructure Management
 A dynamic professional offering around 7 years (approx..) of experience in IT Service Management and Project
Coordination.
 Expertise in project life cycle - requirement analysis, support, analysis, planning, scheduling and timely delivery.
 Strong problem solving & technical skills coupled with confident decision making for enabling effective solutions leading to high
customer satisfaction and low operational costs.
 Abilities in handling multiple priorities, with a bias for action and a genuine interest in personal and professional develop ment.
Been proactive and focused as a student.
 An enterprising individual with good interpersonal skills with strong analytical, comprehensive problem solving abilities & a
willingness to learn.
Skills entail
- Strong commitment to integrity.
- Oriented to learn rapidly and grow continuously.
- Passion for continuous learning and applying best practices to achieve practical solutions.
- Enthusiastic self-starter who believes in leading by example, setting stretch goals and committed to team building.
Technical Skills
Technical Certification: ITIL V3 foundation certified
Area of Interest: Service Management, Project Management
Tool BMC Remedy 7.6.4, BMC Patrol, BPPM, ELMO, Expedio, Diplomat, Maximo 6.0 and 7.0
Basic Knowledge of Outlook and installation of Windows.
Employment Scan
IBM India Pvt ltd (Contractual) April’13 – May’14
IBM India Pvt Ltd (Regular) Aug’14 - Present
Change Manager
 SPOC for all change management issues.
 Accepts, prioritizes, and categorizes Change Requests
 Verifying preparations have been made for a Change Advisory Board (CAB) meeting, including creating of agenda, circulation
of Change Requests to be considered and inviting of participants
 Working on Network (AT & T) changes.
 Reviewing planned Changes
 Reviewing failed and canceled Changes to verify the Change Owner identifies the cause for the failure or cancellation
 To ensure that all change requests (including maintenance and patches) for all applications, procedures, processes, system and
the underlying platforms undergo a formal change management methodology.
 To ensure that impact to change requests have been formally assessed.
 To ensure that all changes are approved by the Change Management (CM) Group prior to migration to production.
 To ensure that the status of the change requests to the requestors and relevant stakeholders are tracked and reported.

2.  To ensure that the system and user change control documentation and procedures are timely updated.
 To ensure that the change management process is periodically reviewed.
 Creating and distributing Change Management reports
 Ensures that change requests are closed.
Notable Highlights
 Received Client Appreciation (Blue Thanks, Client First) for proactiveness and dedication at work and most reliable
resource.
 Received Manager’s Choice Award for excellence performance.
 Responsible for fresher and refresher training for existing employees & new hires.
 Prepared account process documentation
HCL Technologies Ltd Oct’10 - April’13
Roles & responsibilities:
Change Manager:
 End-to-end management of Request for Changes,
 Act as Single Point of Contact (SPOC) for any Change Management issues.
 Acts as the first reviewer of every RFC i.e., Acts as a Change Approver
 Notifies the change requestor and halts further processing of the RFC if it is incomplete or if compliance standards are not met.
 Initiates approval process for every RFC.
 Confirms initials priority and initial risk and Impact Assessment of the change.
 Chairing CAB & ECAB meetings, obtaining approvals and Scheduling of approved RFCs.
 Reviews CAB agenda and details of each RFC on the agenda prior to each CAB Meeting.
 Do PIR (Post Implementation Review) before closure of any CR.
 Ensure that only approved changes are implemented & Monitors change implementation.
 Ensures that changes are communicated in a timely and adequate manner, Create and distribute Change Management reports,
Reviews all implemented changes to ensure that they have been carried out.
 Identifies change requests that have not been acted upon in a timely manner and takes appropriate action
 Ensures all change requirements are met (e.g. implementation plans, testing plans, back out plans, CI’s affected etc.)
Incident Manager:
 Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
 Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
 Document troubleshooting steps and service restoration details
 Create and submit knowledge articles
 Provide specialized investigation and diagnosis of all Incidents and Service Requests
 Identify Problems
 Verify resolution with end-users and resolve assigned Incidents
 Escalate Major Incidents to the Incident and/or Problem Manager
 Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process
Coordinator
 Escalate unresolved Incidents to Tier 3
Notable Highlights
 Acting as a Mentor in the team to train new employees and provide refresher to existing employee to bring everyone on the
same platform.
 Nominated for Silver club member for Feb and March 2011.
 Nominated for Gold club member for Jan Feb March 2011 Quarter for Outstanding performance.
 Received several Rewards & Recognitions for Excellence performance.
 Engaged in MIS/PM reporting for the Xerox project.
 Prepared Training Manual for New Hires.
 Rated as Outstanding Employee by Reporting Manager in Appraisal.
 Backup TEAM LEAD.

3. Tech Mahindra Ltd Sep’08 – July’10
Roles & responsibilities:
Project Management Coordinator:
 Delivering Service Levels in accordance with Client specifications with Optimization of Costs.
 Managing Projects related to Small and Medium business in UK from Delivery of diverse IT solutions to the successful
on time billing start.
 Co-coordinating among different internal/External Dept. of BT to deliver the project/Circuit/CPE as per the dated
promised to the customers.
 To perform the following task to be able to meet client/Customer expectations and deliver the project
successfully:
o Job Acceptance within SLA
o Taking minutes of meeting from internal & customer meetings
o Preparing Project Roll Out plan for the PSO-PM Kick off call to discuss the project
o Managing and updating project/circuit delivery dates in related tools.
o Ordering Circuits/CPE from BT internal/External teams using the manual ordering Template/Expedio
(automated).Tracking kit delivery from UK & US.
o Chasing the delay from the BT external/Internal teams, Updating the PM on the reason for the delay
o Closure of the task in Expedio to update the back end systems.
o Engineer booking to enable site commissioning, Requesting for the Inventory for the customer.
o Requesting for the Commissioning report for all the deliverables, Requesting for the Network diagram.
 Procurement-The procurement management process involves managing the ordering, receipt, review and approval of
items from suppliers.
o Request the quotes from external suppliers (Cisco, BT & Nortel).
o Complete purchase order and issues to suppliers
o Agree on delivery timeframes and methods
o Receive goods and services from suppliers
o Review and accept the items procured
o Approve I requisition& I buy numbers from different tools. (I buy, Markview)
 Performing Inventory Cleanse-Check the circuit/CPE identifiers, SLAs, IP Addressing and site details etc and tallying it
with customer requirement (CAF (Contract Amendment form/Contract) etc.
 Performing Commissioning report check to confirm the no. of circuits and CPE delivered to match with the Contract
requirement.
 Inventory Management: Performing the amendments in the BFG (backend systems) to ensure customer is billed for the
correct product.
 Injecting the Billing Start Date in different tools to enable successful start of billing for the projects.
 Applications used: Expedio, BFG, Diplomat, Elmo, FastService, COSMOSS, BBCR, Big Bird, CHGE, I BUY, Markview,
Gromit, Cisco Tracking Website, FastTrack, Comet and Livelink
 SharePoint Administration: Responsible for uploading and sharing all Project document and status of activities on
SharePoint to be shared with PM .
 Managing change request forms : New Change Request from first step till execution.
Notable Highlights
 Received letter of appreciation in Apr’09, Jul’09 & Nov’09.
 Scored 100% in quality for consistent 4 weeks in Apr’09 & Jul’09.
 Prepared process document for British Telecom Service Operations UK Project Management.
 Prepared process document for a pilot process BT -SOUK PM.
Scholastics
 B.Tech. in Information Technology from M.I.M.I.T., Malout, Punjab, affiliated with PunjabTechnicalUniversity, Jalandhar with
75.18% in 2008.

4.  XII from St. Ann's SeniorSecondary School, Roorkee, CBSE with 62% in 2004.
 X from St. Ann's SeniorSecondary School, Roorkee, CBSE with 72.2% in 2002.
Professional Trainings
 Technical
- ConnectNow Awareness / Educate
- IM BT Code of Practice Annex2V
- Basic Compliance Team Members
- MS Excel
- ITIL Foundation V3
- Service Availability SME programme
- IT consultant training
 Behavioral
- Corporate Sustainability
- Presentation skills
 MS-Excel, MS-PowerPoint, Basic Compliance, Team Members, etc.
 Behavioral training like stress management, assertiveness, etc.
Personal Dossier
Date of Birth: 12th
May 1986
Abode Delhi
Passport: L4628763
Languages: English & Hindi
Reference: As per request