Richa Thakur

As a CMDB Consultant at BNP Paribas, I led a comprehensive reconciliation of infrastructure data across multiple enterprise tools (AD, Tanium, Trellix, Qualys, RedHat, billing). I uncovered serious CMDB gaps—like decom servers still active in security tools and billing—and delivered both KPI baselines and an action plan. I proposed an improved decommissioning process backed by checks and balances, with strict Change Management compliance in line with ITSM best practices.

Roles& Responsibility Responsible for APAC,EMEA, India Americas region to manage overall services and ITSM process. Integration End to End Service Delivery Team Management 32 FTE Customer Management Vendor Management CMDB , ITAM -- HAM & SAM Continous Improvements Audit & Compliance Service Level Improvements

Skills: Service Improvement · Incident Management · Analytical Skills · Business Process Improvement · IT Operations · Project Governance · Interpersonal Skills · Account Management · Business Process Management · Risk Management · Cross-functional Team Leadership · Project Planning · Customer Satisfaction · IT Management · Problem Solving · Agile Methodologies · IT Infrastructure Management · Global Delivery · Crisis Management

Key Skills: People Management Process Improvement Client management Incident Management Team Management Change Management Problem Management As Subject Matter Expertise and Technical lead Deployed and delivered management value added consulting and strategic technology infrastructure solutions for large scale servers and network devices. • IT Service Management based on ITIL best practices. • ITIL V3 Service Delivery and Service Support areas of Service Level, IT Service Continuity Management; Incident, Problem, and Service Desk. As Incident and Problem Management. •Working closely with problem owners,SMEs and other stakeholders to identify problem scope and escalate IT service outages to specialize engineering. Creating statistical reports and performing analysis on a weekly basis for areas of responsibility. •Performing end-to-end incident management. Responsible for time-critical User Service/ Infrastructure restoration, technical troubleshooting within complex IT systems environment. Working with customers, internal IT and infrastructure teams, third party data providers etc. throughout the service restoration process. •Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution. •Escalating and communicating in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.. I have managed the new team members of 20 FTE's getting them on board by taking care of their training and knowledge transfers on a very tight schedule as client requirement. I have managed a PILOT project of AIC training and drived the project to an extent to run smoothly by incorporating expertise and managing the resources of LOB's.

Worked on major incidents and problem resolution for multiple internal clients for Hewitt Associates. The major incidents involved provided VPN support and resolution on VPMO to Hewitt internal customers spread across the Asia-Pacific region. This included a cost effective resolution as was managed internally forming a team which was supporting the Hewitt clients. Provide training to new joiners. Projects Undertaken: Worked as a key contributor in documenting the process and procedures for ISO 9001-2000 Implementation for ITS Enterprise Operations (HAIPL). Provided VPN support to Hewitt internal customers spread across the Asia-Pacific region.

Providing technical support for Microsoft XP O/S and Wireless Connections for US Home and business Users; Remote configuration of router \ modem.