About
ITIL Expert and AI/ML certified professional with over a decade of experience in IT Service Management, Data Analytics, and Automation. Recognized for strong interpersonal skills, a global mindset and the ability to lead cross-functional teams in complex environments.
Experience3
ITIL Service Management Senior Analyst
Jun 2019 — PresentWells Fargo
Led initiatives in Power BI for reporting and analytics, developed automated workflows using Power Automate, and applied Prompt Engineering for data analytics. Collaborated cross-functionally to integrate AI/ML models and drove innovation in IT Service Management through automation and analytics.
- Delivered interactive dashboards for data-driven decision-making.
- Automated repetitive tasks, improving efficiency and accuracy.
- Enhanced business intelligence with AI-driven solutions.
ITIL Cross Functional Consultant
Jan 2018 — Jun 2019WIPRO
Provided high-end technical support, managed incidents, and implemented service improvement processes. Ensured quality and timeliness of deliverables while chairing weekly CAB discussions and maintaining knowledge management.
- Achieved high end-user satisfaction through proactive problem management.
- Restored normal service quickly based on customer agreed SLA.
- Logged and prioritized all Requests for Change (RFCs) effectively.
ITIL Cross Functional Management
May 2013 — Jan 2018ATTRA Infotech
Coordinated change management and problem management activities to ensure 24/7 service availability. Managed critical incidents and conducted root cause analysis for process enhancement.
- Addressed all critical incidents within SLA and OLA response.
- Successfully handled various business escalations for clients.
- Provided training to new agents and created process-related documents.
Education1
Bachelor of Technology
2008 — 2012ICFAI University, Tripura
Electronics and Communication Engineering
Certifications2
ITIL V3 Expert
AXELOS
AI/ML Certification