1. Resume
ABHILASHA KAMRE
Contact No : +919920891991
Address : A-403, Reena CHS,
Orlem, Malad West,Mumbai,
Maharashtra : 400064
Email ID : abhilasha.k84@icloud.com
______________________________________________________________________
Professional Summary
Currently leading Project Team for a global customer for Change, Project, Incident, Knowledge,
Training & Reporting. Completed 5 Years with Orange Business Services as a Lead Project
Coordinator.
Acted as a special point of contact (SPOC) for the above processes,also was provided the authority/
ability to make changes in the process as required, and managed these processes end-to-end,ensuring
optimal overall performance.
Acted as a Senior IMAC Coordinator for Change and Release Management with an experience of 3
years and 2 months in the field of change management, and developed expertise in IT Services
Management (ITSM) and ITIL, methods, processes,strategic technology infrastructure planning and
communicating with external clients & internal audiences the benefits it provides. Skills in business
analysis, process management, organizational design and information/financial management provided
the ability to create problem-solving & opportunity-enhancing action plans.
Also was the part of Revenue Recovery Team.
Objective
With experience of 7 years in Customer Relationship, Project and IT service delivery Management,
I’m trying to achieve a position with an organization providing me the potential for growth and long
term employment.
AREAS OF STRENGTH
TECHNICAL Change Management
 IT Service Management
 Service Level Management
 Capacity and Performance
 Availability Management
 Resource Scheduling
 Managing SLA
 Creating change requests
BUSINESS Project Management
 Operations Management
 Strategic Initiatives
 Customer Relationship Management
· Benefits Realization
· Process and Quality Management
· Enthusiastic and proactive approach

2. PROFESSIONAL QUALIFICATIONS
Subject Matter Expertise and Consulting Services Development and Delivery
 Developed and delivered management value added consulting and strategic technology
infrastructure solutions for distributed and large scale data-centers.
 IT Service Management (ITSM) based on ITIL best practices.
 ITIL Service Support areas of Incident, Problem, Change, Release,Configuration
Management and Service Desk
 ITIL Service Delivery areas of Service Level, Availability, Capacity, Financial,
and IT Service Continuity Management
 Developed and delivered an IT infrastructure tactical and strategic, enterprise wide, multi-
platform solution based on business requirements for major clients of United States and
United Kingdom. This included business and IT infrastructure process and requirements
analysis developing the transition plans to implement them.
 Based on ITIL study, developed strategic plans which increased the compliance level within
the organization which helped in major project/changes of clients in United States and thus
increased productivity and reliability.
 Extensive coordination between the carrier,supplier and the client in order to get the service
delivered with a standard approach.
Key Skills
 Understanding Business and IT process.
 Good knowledge of ITIL.
 Awareness of basic compliance issues.
 Project Management experience.
 Coordination & Relationship with internal & External Parties
 Interpersonal Effectiveness
 Customer Relationship Management
 Analytical and Innovative Mind
 Process & Quality Management
 Versatile and Dynamic
 Taking Ownership and Team Player
 Establishing effective operating policies, Kaizen initiative.
 Keen in participating in different types of Project, CSR activities etc.
PROFESSIONAL SYNOPSIS
 Experience in managing Team and hosting scenario, taking logical decisions and planning.
 Proficient in managing the work, leading team, running successfulprocess operations &
Training.
 Experience of developing process and service standards for business excellence.
CAREER HIGHLIGHTS
Recently worked with Orange BusinessServices

3. Joined on 19th
July 2010 working till 28th
April 2015
Earlier from 19th
July 2010 till 31st
March 11 (Worked as Service Specialist in Incident management)
Later From 1st
April 2011 promoted in Project Management as a VISA IMAC Project Coordinator.
Left the Job as Lead Project Coordinator
Job Profile: Current Designation : VISA IMAC Lead Project Coordinator
 Managing the Project for VISA,regarding Network Management, Staging, Migration,
Installation, De-installation, replacement and Changes or as per Client Requirement.
 Being a primary point of contact for the Client Service Managers to raise an RFP (Request for
Project) and ensure that the Request gets completed within the committed deadline.
 Ensure that the Key Performance Indicators are met and always try to minimize the OLA /
SLA breach rate by using trending/reporting functions.
 Engaging Feild engineer to go on site and perform the intervention till the time of revecing
closing details.
 To Bill the customer according to the project and keep an eye on extra FE visit or additional
intervention / visit to Customer site.
 Monitoring Compliance – Ensure that the support groups are compliant to the existing change
processes.
 It also includes raising Purchase Request,Equipment Procurement, Purchase orders. In
Coordination with Carriers like Cisco and DHL, Geodis etc.
 To Meet Customer expectation we work on tools like Clarify, Gold, Themis, Oracle and
CCW.
 Lead ID management/reconciliation/audit effort to maintain technical access to customer
environments at all times, and to initiate/terminate access as appropriate and in a timely
manner.
 Carry out information transfer and coordination for effective service delivery management.
 Maintain customer-related documentation.
 Identify all issues, milestones and status on assigned activities.
 Implementation coordination to ensure the service is tested and is ready to use.
 Review the implementation and ensure proper billing dates are set before closing the clarify
request and to bill the customer (end To end process includes Billing).
 Ensures that orders are processed accurately and data in the system meets contractual service
and billing commitments.
 Maintain knowledge of contracts and participate in planning. Schedule planning, timelines,
and dependencies.
 That includes involving different teams and Coordinate with them. Communicate with all
parties/ entity involved in an order to insure consistency of information.
 Ensure proper and timely updates are provided to the clients. Run Weekly report and Progress
report calls and answer client queries.
 Arranging site access for Field Engineers to complete the circuit installation.
 Fulfilled Change & project management role and created extensive documentation, training
manuals, proposals and presentations. Provide network and systems support management to
Global big and small business customers.
 Involving other Teams/ entities to ensure that business alignment to end-user training, quality
testing, project communications, process Project management expectations and needs are met
within project budget and schedule.
 Maintaining and arranging the resources as per customer requirements.
 Update the equipment in the tools as Clarify, inventory, Cisco Enrollment and Oracle.
 Liaise with all internal/external parties to ensure that information and approvals for
changes are communicated and understood by all stakeholders
 Organize and chair Change Advisory Board meetings (CAB), ensure agenda and
reports issued to participants in good time

4.  Review, monitor and communicate the progress and final outcome of changes to all
relevant parties;
 Ensure that full approval is granted prior to implementing changes;
 Ensure Configuration Items (CI) are linked to the Change
 Ensure all impacted / interested parties are informed throughout the Change lifecycle
 Ensure justification for Change is evident;
 Take personal control of Emergency Changes
 Collects and distributes artifacts (including Schedule of Changes Report , Completed
Change Report, and Standard Change Report) for the CAB meeting
 Completes and publishes meeting minutes after each CAB meeting
 Considers Changes for addition to the Standard Change list
Worked with Reliance Global Com (formerly VANCO Limited, UK)
Joined on 16th
Feb 2009 - 16th
July 2010 was working as MAC (Move Add and Changes ) Coordinator
in Change and Release Management.
Job Profile:
 Handling change requests of major clients from all over the Globe Apply a structured network
change management approach and methodology for the people side change caused by projects
and change efforts.
 Develop, review and ensure the appropriateness of value added solutions that focus on IT
Service Management, Business Transformation and Governance based on ITIL best practices
for all existing customers in the United States. The primary focus of IT Managed Service for
holistic approach on the people, process,technology and information perspectives of
providing integrated network solutions within the IT infrastructure across multiple clients
which are distributed across the world.
 Ensuring and evangelizing all aspects of ITSM/ITIL best practices and methods from
analysis, through architecture and design, to planning, implementation, and support.
 Process the Change Requests submitted by the client and ensure adherence of Service
Commitment Dates. Ensuring that all aspects of service delivery for our major clients is
executed to the highest level of quality, consistency and cost effectiveness.
 Chairing CAB (Change Advisory Board) and E-CAB (Emergency – CAB) meetings with the
CSM’s and the support groups to ensure that appropriate calculation of Risk and Impact has
been done, also to resolve the queries that support groups might face during implementation
followed by Customer Approval. We also record the Outages / Support Hours in the Forward
Schedule of Change Calendar.
 Work with project teams to integrate change management activities into the overall project
plan.
 Resource scheduling to arrange installation support from the site through different suppliers.
 Coordinating with different teams, network carriers, implementation team, and Field
engineering team to implement the change request within the committed time-frame.
 Excellent customer interaction skills and received appreciations from client-end as well as
from Reliance US team for being pro-active and supportive to all their clients.
 Regulatory compliance between the internal and external audiences of the organization.
 Excellent client rapport and enhanced client interaction which increased productivity and
reliability.

5.  Responsible for coordinating the resources required to deliver a Change Request raised by a
major / priority client on time and in budget.
 Coordinating with vendors for smoother delivery of services. Ensuring that vendors provide
value for money and meet their service target.
 Ensuring that all Request For Changes for infrastructure or service changes, raised internal or
by external providers, are assessed,managed and controlled to a successfulconclusion
 Providing input and support as part of an account management team,this includes the Client
Engagement Manager,NMC Manager and Technical consultant.
 Ensuring the necessary Request For Change is raised for changes to the customer network or
service due to infrastructure or service amendments (either improvement or fault related).
Present the RFC to the Change Advisor Board for authorization. Subsequently, to manage the
communication and approval with the customer. Finally, during the implementation to ensure
that the RFC proceeds as planned and follow up communication with the customer.
 Ensuring the Change Control is considered throughout the planning phase and that good
customer communication (both internal and external) is successfully managed.
 Production of weekly / monthly reporting. Chair weekly Work In Progress (WIP) calls on
customer accounts.
 Ensuring compliance of Customer Workflow rules for Moves, Adds and Changes.
 Developing strong relationships with the customer and account representative for successful
implementation of changes and where there are issues, to ensure that the customer is aware,
expectations are managed and support the corrective actions.
 Implementation coordination to ensure the service is tested and is ready to use.
 Review the implementation and ensure proper billing dates are set before closing the Change
Request.
 Maintain and update internal tracking databases like SAMS database, Inventory, Oracle,
Remedy etc. and updated all databases with appropriate dates & remarks.
Educational background
 HSC from Nagpur University
 BCA ( Bachelor of Computer Application) from Madurai and Kamaraj University
 ITIL Certified
Personal Details
 Name : Abhilasha Kamre
 Father Name : Bhalchandra Kamre
 Permanent Address : R. B.2nd
, 258?A, Ajni Railway Quarter, Nagpur -440003
 Date of Birth : 04th
September 1984
 Marital Status : Single
 Languages known : English, Hindi ( learning Spanish)
 Hobbies : Drawing, Sketching.
I hereby declare that the information furnished above is true to the best of my knowledge.
Date : 31/07/2015 Thank you
Place : Mumbai Abhilasha Kamre