Kimi Chaurasia

Conducted comprehensive evaluations of the Governance, Risk, and Compliance (GRC) module in ServiceNow to identify potential project opportunities. Developed a comprehensive implementation plan for the GRC module, focusing on deliverables and milestones.

Analyzed customer's current ITIL processes, including Incident, Problem, and CSI, conducting workshops to understand setups and identify gaps. Designed industry-standard and digital roadmaps, developing detailed process designs using BPMN and RACI.

Performed performance and gap analysis of internal company tools (HR, performance, travel) to streamline processes like resource access and travel reimbursement. Acted as a direct point of contact for stakeholders regarding challenges and new requirements in the governance model.

Tracked and audited day-to-day IT operations, including incident logging, change requests, and service requests, to identify mistakes, human errors, and compliance issues. Conducted gap analysis through internal auditing and questionnaires to assess service delivery risks.

Managed IT services for customers, handling on-demand projects including resource allocation, budgeting, and effort estimation. Led successful migrations of Infra systems and excelled in reporting and communication.

Conducted customer-related data analysis and prepared weekly and monthly status reports. Managed operational risks from identification to remediation.

Ensured timely completion of customer deliverables and managed customer-specific and internal reporting. Oversaw the integration of new processes and project requirements within ongoing projects.

Led efforts to restore service in a timely manner for critical business functions, applications, and infrastructure services. Managed, directed, coordinated, and communicated across multiple technical and non-technical teams.

Analyzed and addressed problem areas in services (technical/non-technical) and engaged teams for Root Cause Analysis (RCA) of problem tickets. Conducted problem management sessions to address challenges faced by team members.

Owned and managed the change control process to mitigate risks and ensure stability in production, development, and testing environments. Facilitated weekly CAB meetings.

Supported end users with Windows/OS related issues as part of the EUC team. Handled basic server-related issues.

Completed a Post Graduate Diploma in Management with a focus on Information Technology. Developed skills in IT service management and consulting.

Studied Information Technology, gaining foundational knowledge in the field. Completed a comprehensive curriculum to prepare for a career in IT.