1. Himanshi madaan Mobile: +91 9654347795
E-Mail ID: himanshi_madaan@yahoo.com
Career Objective
To be involved in work where I can utilize skill and creatively involved with a system that
effectively contributes to the growth of the organization
Profile Summary
 ITIL v3 foundation certified, 3.9+ years IT Service Management experience – Incident
and Problem management.
 Looking for opportunities in Incident & Problem Management.
Professional Work Experience
Total Experience: 3.8+ years
 NIIT Technologies
 Designation:Senior analyst
 Period:20 July 2016 to 17 August 2016.
 MetLife globaloperations Support Center
 Designation:Projectcoordinator(Projectportfolio delivery
Management)
 Period: May 2015 to march 2016
 HCL Technologies
 Designation:Analyst
 Period : August 2012 to April 2015

2. Roles and Responsibilities for SituationIncident Manager:
 The role is an individual contributor role that manages the change release
function
 Ensure that IT change processes minimize potential risk to production and
are in compliance with IT process and general controls.
 Measure/evaluate process performance and make recommendations for
process improvement and/or to expand service levels.
 Develop/execute action plans to improve process performanceand/or to
expand service levels.
 Coordinate activity across Skill teams
 Responsible for coordinating release schedules, managing change requests,
documenting and announcing releases
 Ensuring agreed upon activities and management standards have been
followed prior to, during and following implementation.
 Responsible for supporting the definition/management of the Change and
 Release Management processes, including an ongoing service improvement
program.
 Apply a structured methodology and lead change management activities
 Assess the change impact & complete change management assessments
 Create change management strategy
 Identify, analyze, prepare risk mitigation tactics
 Identify and manage anticipated resistance
 Consult and coach Skill teams
 Supportand engage senior leaders for major changes & events
 Coachmanagers and supervisors
 Coordinate efforts with other specialists ;Integrate change management
activities into project plan
 Evaluate and ensure user readiness ;Manage stakeholders ;Track and report
issues
 Define and measure success metrics and monitor change progress
 Supportchange management at the organizational level, Enterprise Change
Management, Mission.
Incident logging Tools: Clarity, ITSM Remedy, and ITSM Service Now.
Courses & Certifications:

3.  ITIL V3 Foundation Certified
Education:
Education: School/University: Score:
X from D.A.V public school(
D.A.V public school(
C.B.S.E) Board.
70%
XII from D.A.V public school
(C.B.S.E) Board 65%
B.Tech(IT) Kurukshetra university 65%
Language Proficiency:
English, Hindi.
Interests/Hobbies: listening to music and traveling.
Personal Profile:
Father’s Name : M.K madaan
Marital Status : Unmarried
Gender :Female
Date of Birth : 23 - 07 - 1990
Present address : 88-B,D.D.A Flats Mansarover park.
Declaration: - I hereby declare that the above-mentioned information is correct, up to my
knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Place: Delhi himanshi madaan