TILOTTAMA PAWAR
CMDB & ITSM Governance Professional | Ensuring Data Accuracy, Audit Readiness & ITIL Compliance | Enhancing Service Reliability |
Amravati
Summary
Technology Analyst with over 7+ years of expertise in managing and optimizing workplace services, proven knowledge of IT management, problem-solving, and workflow prioritization. Aiming to leverage my abilities to successfully Incident Management role.
Professional incident management specialist with hands-on experience in identifying, analyzing, and resolving critical system issues. Strong focus on team collaboration and achieving results, ensuring operational stability and continuity. Adept at handling dynamic environments with effective communication, problem-solving, and crisis management skills. Known for reliability, adaptability, and results-driven approach.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technology Analyst
Infosys Limited
Pune
02.2022 - Current
- Led End User Computing (EUC) operations for a UK-based client, enabling the team to efficiently handle Service Requests and Incident Management in line with SLA requirements.
- Conducted Knowledge Transfer (KT) sessions for newly hired internal team members and client stakeholders using Standard Operating Procedures (SOPs) and structured presentations.
- Supported internal and external audits, including employee onboarding/off boarding audits, by providing accurate service desk artifacts, initial support, and required documentation to audit teams.
- Implemented process improvements that reduced support ticket resolution times, resulting in increased end-user satisfaction and operational efficiency.
- Created and published Self-Help Knowledge Base Articles (KBAs) to enable end users to resolve common issues independently, reducing ticket volume.
- Developed, documented, and shared Knowledge-Based Articles (KBAs) and SOPs to assist the team with initial troubleshooting and faster resolution of issues.
- Provided support for Outlook, BOS, ART, CS20, MFA, and account-related issues across multiple geographic locations.
- Managed Active Directory and tool licenses as a Master Administrator, including user account creation, password management, and license assignment/removal.
- Prepared audit reports, managed shift rosters, supported 24x7 operations, and handled Joiner-Mover-Leaver (JML) activities to ensure uninterrupted service delivery.
- Developed and maintained a centralized knowledge repository of recurring issues and resolutions, empowering both support teams and end users to troubleshoot problems efficiently.
- Managed CMDB (Configuration Management Database) track activities, ensuring accuracy, completeness, and alignment with ITSM processes.
- Created and maintained CMDB reports to track configuration item (CI) updates, data quality, compliance status, and dependency mapping.
- Coordinated with multiple teams to ensure timely updates and adherence to CMDB governance standards.
- Presented CMDB status updates, risk areas, and improvement plans during Monthly Service Review (MSR) calls in front of client stakeholders.
Service Desk Analyst
COMPUTECH SOLUTIONS
Pune
02.2019 - 02.2022
- Diagnosed and troubleshooting technical problems related to desktops, laptops, printers, and software applications, applying effective problem-solving techniques.
- Communicated technical information in a clear and concise manner to end-users with varying levels of technical proficiency, ensuring understanding and satisfaction.
- Maintained accurate records of incidents and resolutions in the ticketing system, contributing to knowledge base articles and FAQs for self-service support.
- Collaborated with team members to share knowledge, assist with complex issues, and contribute to ongoing process improvements.
- Demonstrated adaptability and continuous learning by staying updated on new technologies, software applications, and support processes, enhancing efficiency and effectiveness in the role.
- Led a team of 15 technical professionals in delivering high-quality solutions and services to clients, ensuring adherence to project timelines and objectives.
- Logged and prioritized incidents in accordance with service level agreements (SLAs), ensuring timely resolution and customer satisfaction.
Education
Bachelor of Engineering - Instrumentation Engineering
Sipna College of Engineer
Amravati, India 04.2001 -
Skills
Incident managment
CMDB
Problem managment
Certification
ITIL 4
Timeline
Technology Analyst
Infosys Limited
02.2022 - Current
Service Desk Analyst
COMPUTECH SOLUTIONS
02.2019 - 02.2022
Bachelor of Engineering - Instrumentation Engineering
Sipna College of Engineer
04.2001 -