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Archana Devi

@archanadevi1

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ITSM Analyst dedicated to enhancing organizational growth and efficiency.

India

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What I'm looking for

I am looking for a role that allows me to utilize my ITSM skills in a collaborative environment, focusing on problem resolution and organizational growth.

I am an ITSM Analyst with a strong commitment to contributing my expertise to the development of organizations. With a focus on incident management and problem resolution, I have successfully handled end-to-end problem management processes for clients such as Cognizant and Deckers during my tenure at Orcapod Consulting Services. My experience includes creating problem tickets, conducting root cause analyses, and ensuring effective communication with technical teams to implement permanent solutions.

My educational background includes a Bachelor of Technology in Information Technology and a Master of Science in Computer Science. I am ITIL V4 certified and possess a solid understanding of KYC regulations from my previous role as a KYC Analyst. I thrive in dynamic environments where I can leverage my skills in decision-making, multi-tasking, and communication to drive organizational success.

Experience

Work history, roles, and key accomplishments

ITSM Consultant- Incident Management Analyst

Orcapod Consulting Services Private Limited

Jan 2021 - Present (4 years 4 months)

Managed the end-to-end problem management process, creating and overseeing problem tickets until closure. Ensured root cause analysis was completed using relevant methodologies and engaged with technical teams to achieve desired solutions. Identified opportunities for problem investigation and acted as an escalation point for daily problem management issues.

Problem Management Incident Management Root Cause Analysis Change Management Technical Support Known Error Database

KYC Analyst

HSBC

Jan 2016 - Present (9 years 4 months)

Reviewed onboarding documents to ensure compliance with KYC and AML standards. Conducted thorough Due Diligence on all clients in collaboration with relationship managers. Managed account opening processes, updated customer information, and raised necessary deliverables.

KYC AML Due Diligence Onboarding Regulatory Compliance Account Management

Technical Support Executive

Sutherland Global Services

Jan 2006 - Present (19 years 4 months)

Provided technical support for Symantec Norton antivirus products, addressing customer inquiries and resolving technical issues. Responsible for product sales in addition to technical problem-solving. Maintained high customer satisfaction through effective troubleshooting and product knowledge.

Technical Support Customer Service Troubleshooting Sales Symantec Norton

Education

Degrees, certifications, and relevant coursework

Anna University

Master of Engineering, Computer Science

Pursued a Master of Engineering degree focusing on advanced concepts in Computer Science. Gained expertise in various aspects of software and system design.

Satyabhama University

Master of Science, Science

Completed a Master of Science program. Developed foundational knowledge and skills in the chosen field of study.

Madras University

Master of Science, Counselling Psychology

Undertook a Master of Science in Counselling Psychology. Focused on psychological theories, therapeutic techniques, and practical application in counselling.