1. JAYA DURGA SRAVANTHI GJAYA DURGA SRAVANTHI G
Tel: +91 7411613066
Email: jayahima9@gmail.com
Professional Objective:
Looking for an Organization that lends me a supportive and operative learning environment with
ample of chance to contribute to the organization and enhance my knowledge and skills challenges
intellectually and offers me a good potential and organizational growth
Synopsis
 4.1 Years of work experience in Quality, preparing client reports, Ticket Auditing, ITIL Training and
Team Handling
 Initiating the Defect prevention plan based on the audit results
 PBA Analysis for all the metrics
 Worked For GE client and EY(Ernst and young)
 Actively participated as a member in GB(Green Belt) project
 Quick learner with strong analytical, logical reasoning, problem solving and organizational skills
 Extensive exposure to a comprehensive range of team management activities, thrive on working in
diverse teams and challenging environments
 Having good Knowledge in key monitoring parameters and Service Management Tools
 Excellent verbal , written communication skills and presentational skills
 Good problem solving and management skills
 Experience in escalation and customer handling
Employment History:
 Working as Delivery Analyst for IBM Global services from July 2015 to till date
 Worked as Sr Analyst Service delivery for Microland limited from July 2011 to July 2015
Education:
 M.Sc (Statistics) from Acharya Nagarjuna University Campus Collage (2009-2011)
Certifications:
 Information Technology Infrastructure libraries V3 (ITIL ) : (CERTIFIED) with 95%
 Internal Certification on six sigma
Technical Proficiencies:
 Operating Systems : Windows 7/XP
 Languages : C and C++

2.  Tools : MS Excel, MS Visio, MS Word, MS PPT
 Ticketing Tools : ServiceNow, Kintana, Microwhiz, Data warehouse
Achievements:
 Received Extra Miler and Spot Awards
 Received Excel award
Key Responsibilities:
Process Standards And Compliance Auditing:
 Knowledge in key monitoring parameters and Service Management Tool being used for respective
service lines of the process
 Preparation of audit checklist for all processes and taking signoff from process Leaders / Process
Owners on the same and conducting audits as per the signed-off audit checklist
 Publishing of audit reports to the desired recipients at desired frequency and publishing of weekly and
monthly audit analysis dashboard
 Auditing on standards and compliance and follow-up with Process Owners on Non Compliance
 Reviewing any process change to determine the change required in audit checklist
 Handling Data Analyst Team to pull the reports from Data Ware House as per the operational
Requirement
 Publishing of client reports to the desired recipients at desired frequency and publishing of Daily
weekly and monthly audit analysis dashboard
Process Training & Feedback Management:
 Conducting training on ITIL Foundation basis
 Conducting Business specific training for the business as per the process induction calendar to the
Technical Engineers
 Identification of Recurring Non Compliance and action plan on monthly / Quarterly Basis
 Providing the CAPA feedbacks on processes to Engineers / Follow-up with Leads / Managers for
CAPA Completion / Documentation
 Conducting weekly huddles team wise and giving feed backs on their performance
 Discussion with OPS Team priority 0/1 Escalation Metrics on daily basis
 Rollout of process under the leadership of the Process Leader
Service Management:
 Identify projects and areas of improvement in Business Performance and Quality Service Delivery
methodologies
 Part of Six Sigma projects and actively contributed in Measure, Analyze, and Improve
 A weekly meeting with operational team leads on Quality
 Preparing SOP as per the Business Requirement in Micro Visio
 Post signoff need to revise existing processes and automation requirement
Projects Undertaken:

3.  Six Sigma Project (Dogma): Most of the incidents KB’s are available, but usage is very less by
the support team, which intern increase the overall TTR (Time Taken to Restore) of the tickets and
leads to customer dissatisfaction. To increase the usage of KB by engineers for Prority1 and Prority2
tickets, have made that to reach 100% as per availability
 GB Project (Fusion): combined the Collaboration and Telecom reports in to GEOMC repot by
using advanced MS Excel 2010 (Slicers and Macros) and six sigma concepts (Fish bone, Gage R&R
Analysis, DMAIC principles, FMEA)
My Roles in Project here with:
 Got trained from Client through internal online communicator
 Successfully completed UAT testing
 Prepared presentation on Service-Now Tool
 Trained all engineers on IM, PM, CM and service request work flow based on new Tool and also
conducted Service-Now Tool Campaign
 Conducting Quarterly refresher training and Weekly huddles based on the engineers performance
Internal Gdc Audits (Quarterly):
 Understanding the Audit Requirement
 Preparing the Audit checklist as per the requirement
 Responsible for Internal Auditing on People, System and Environment
 Creating the Gap Analysis report to get the level of compliance
 Working on CAPA to fix the major Non Compliance
 Post Completion of all the actions taken on CAPA project is ready for external audit