JOB CATEGORY
Support Services
EMPLOYMENT TYPE
Full-time
JOB LEVEL
Mid Career
YEARS OF EXPERIENCE
7+ Years
LANGUAGE
English
Jobseeker Gender
Female
Description
VANDANA GHOLAP
E-Mail Id: [email protected]
Phone No.: 00974 50498747
11+ years of experience in HRMS projects, IT service delivery and Hospitality Industry. Possesses a Global MBA, impeccable written and verbal communication skills, and excellent interpersonal skills. Seeking a challenging job to deliver best of my skills and make best use of my efforts in gaining experience.
Professional Synopsis
➢ 11 years of experience in HRMS projects and IT service delivery
- Support & Training- Incident Management-Customer Management
- Business Analysis - Client Interaction-Resource Administration
- Testing (Systems & UAT)- Delivery Management- Team Management
Was Associated with WNS, pune as Assistant Manager (PeopleSoft HRMS)
➢ Gained functional skills in analysing the client requirements: translating new ideas into clients’ solutions including opportunity identification, requirements development, delivery, support & analysis and documentation.➢ Possesses in- depth knowledge of o Application Support modelso IT Service Management (As per ITIL framework)➢ An enterprising leader with the ability to motivate cross-cultural teams in optimising their performance levels.
Business Skills
➢ Engaging and coordinating Business Analysis sessions for understanding client business processes and mapping them to required project management standards.➢ Generating effective Business cases and showcasing them to the upper management.➢ Managing Resource allocation and optimisation of resource utilisation.➢ Meeting deadlines without compromising quality norms.➢ Understanding and coordinating client’s needs / enhancements, customization of product accordingly and consult with technical team to provide solutions in adherence to delivery schedules.➢ Engage multiple delivery teams/vendors and coordinate them towards effective delivery of projects and programs.➢ Oversee effective application support as per agreed SLA and suggest best practices and refining of existing processes.➢ Developing and sustaining effective relations with clients to ensure repeat / referral services.➢ People manager skills - Maintaining individual Performance Statistics of the team, analysing performance factors and implementing corrective measures on a regular basis to ensure highest standards of customer service. Mentor the team towards successful achievement of Team Objectives and Individual Development Plan of the team members.
Career Highlights
Apr ’06 – Apr ’14WNS Global Services, Pune as Assistant Manager
PeopleSoft HRMS –
➢ A hybrid role with both BA responsibilities for in-house projects, Testing and support for PeopleSoft modules – ESS, MSS, Exit, Flexi kitty, RMS, Absence Management, Time and Labour, Recruiting, Variable input &processing, SMS,HRMS Setup, Tree Manager, Security access, TAM. (Absence 360 , Tnl 360 page)➢ Responsible for creating Core Row level security ( HRMS Setup -Tree Management)➢ Present high-level overview of the project/application to the upper management and VPs➢ Primary contact between Development Project Manager and Business Community➢ Requirement Gathering and Functional Spec Sign-off➢ Manage application specific test cycles➢ User Training➢ Prepared initial proposal / as is Process /Fit gap analysis and FDD.➢ Prepared weekly status reports for senior management and clients.➢ Query resolution with client and helping other application designers understand the requirements.➢ Reviewed designs along with tech team members and updated as necessary.➢ Communicated regularly with tech team members for technical solutions.➢ Pivotal in providing requirements or business solution document, Use Case document, Test plans for system, stress, volume & UAT.
Projects -
1. Ps upgrade to 9.1 Internal and External Testing
2. Talent Acquisition Management
3. E-exit
4. Project Sync (Oracle and PS Department Mapping)
5. ESS
6. MSS
7. Employee / HR Connect
Responsibilities –
Requirement Gathering
To prepare the FDD (Functional Design Document) / As is Process /Fit gap analysis.
To prepare test cases
UAT testing sign off & Training
Co-ordination with the technical team and end user
To prepare the project status report and send it to project manager.
IT Infrastructure: Incident Management
➢ Prioritization of issue on basis of production impact, Co-ordination between Internal and external Client and sub IT functions for resolution.➢ Responsible for SEV1 Bridge conference calls / SMS.➢ Shift head – Managing team (Desktop Engineers and Helpdesk)➢ Escalation Management: Escalation and follow ups of incident logged till resolution (Internal and External customers)➢ SLA Management: Supervising all Engineers calls (Different Depts.) to make sure to meet the SLA.➢ Quality Check: 100% Quality checks of the calls logged (Desktop, FCR & Client Escalations), E-mails sent to -the internal & external customers.➢ Actively participate in conference calls with clients. Close-co-ordination with the customer for all complaints, escalations, Updates and procedures relating to process excellence.➢ Report Management: Incident Destruction and Restoration report. Daily weekly and monthly incident logged report
Others -
➢ Part of green belt project – handled data collection from various IT sub teams/groups, Fish bone analysis, FMEA, Control Impact matrix etc.➢ Major contribution to set up the FCR project successfully in service desk. (Internal staff training, resource alignment)➢ Major contribution to set up the Centrica Helpdesk. (Internal staff training, resource alignment)
Achievement: Received Shooting star award for best performance.
Feb ’05 – Mar ’06 Microland Ltd., Pune as Helpdesk Co-ordinator
Role – Helpdesk Coordinator (On Client Site - EXL)
➢ Provide solutions via email and call backs.➢ Generating reports based on the productivity and FCR (First Call Resolution) and AHT (Average Handling Time per email / call) generated a daily, weekly and monthly basis Report. Incident Destruction and Restoration report. Daily weekly and monthly incident logged report. ➢ Brief the Field engineers with daily Ticket updates and Incident updates.➢ SLA Management: Supervising all Engineers calls to make sure to meet the SLA.➢ Manage customer escalations➢ Monitoring email transactions and call-backs (outbound calls). ➢ The transaction monitoring includes Remote as well as Side-By-Side monitoring and giving feedbacks to the Engineers.➢ Creating and implementing the backlog plan for Email Team that includes forecasting of incoming/outgoing email flow. Prioritization of issue on basis of production impact, Co-ordination between Internal and external Client and sub IT functions for resolution.➢ Responsible for SEV1 Bridge conference calls / SMS.➢ Escalation Management: Escalation and follow ups of incident logged till resolution (Internal and External customers)➢ Quality Check: 100% Quality checks of the calls logged (PNQ-Desktop & FCR), E-mails sent to -the internal & external customers.➢ Close-co-ordination with the customer for all complaints, escalations, Updates and procedures relating to process excellence.
Achievement- Achieved Top Performer Spot Award.
Jul ’04 – Feb ’05 CMS Computer Ltd., Pune as Assistant Logistics – IT Support
Role – Helpdesk Coordinator (On Client Site – Ntrance)
➢ Logging a breakdown call and giving the ticket number to the customer.➢ Assigning the call within ½ hour or as per criticality.➢ Preparing all Monthly/Weekly/Daily report on time.➢ ASP Warranty calls handling (Call logging /Assigning/ follow up) for IBM/HP/ Compaq.➢ Adherence to the shift schedule.➢ To ensure timely call closure.➢ Escalation of calls to the concerned group head.➢ Call update with the complete call history.➢ Verification of call logged with respect to action taken by engineer.➢ Trouble shooting, First Level Resolution.➢ Interaction with Branches.
Aug ’03 – Jul ’04 Japfa Comfeed India Ltd., Ahmednagar as Office assistant – HR Admin
In this role, I was responsible for attending calls, managing records of employees, salary calculation, arranging Fun activities within office premises, check on canteen food quality.
Aug ’02 – Jul ’03 Commenced career with Pancard Clubs Ltd. Pune as Guest Relation Executive
In this role, I was responsible for telemarketing, Ticket sale and membership sale, Attending Visitors and providing them information about the club. I was also involved in Managing the road shows and advertisement for upcoming events.
IT Skill Set
Oracle 10i (Toad) Language: SQL
Tools: PeopleSoft application Designer, Oracle Toad, HPOV, Track-IT, Magnigold, Service desk (Ticket logging tools)
Scholastic Credentials
2014 - 2016Master in Business Administration, Specialization in Human Resource from Pune University
2001-2002PG HHA (Hotel Hospitality Administration) from Mumbai University
1998-2001BCOM from Pune University
Training Attended
➢ Project Management Orientation(PMO)➢ ITIL Foundation Certified
Personal Information
Date of Birth: 14th November 1981
Languages Known: English, Hindi, and Marathi
Address: Ezdan 18 R14C, Building Number – 94, Street Name - 667, Street Number/Area – Al Wukair 91,
Passport No: L4651265 Exp Date: 26 /09/2023
RP Number : 28135652808
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