Chinki Gangwar is an ITIL V3 certified and PMP trained professional with over 20 years of experience in IT service management, project management, and business analysis. She has held roles such as India SME, Change Manager, Business Analyst, Project Manager, and Programmer. Gangwar has expertise in vendor management, change management, incident management, problem management, and quality audits. She is proficient with tools such as Remedy, Manage Now, TSRM, and Cognos. Gangwar holds qualifications including a BE in Electronics and Telecommunications and BSc in Maths.

1. ITIL V3 Certified and PMP trained Professional...
Name : Chinki Gangwar
Father’s Name
:
Gender
:
Shri Keshav Chandra Gangwar
Female
Present Add : Indiranagar, Bangalore
Permanent Add : B 1/6, Shri Saidham Society, Opp Novino Batteries, Sussen
circle, makarpura, Vadodara 390010
Phone No. : 9632944006 (M) Primary
E-mail ID : chinkgangwar@gmail.com, chinkig@rediffmail.com
The Qualification…
Name of Examination Year of Passing College
BE Electronics and
Telecommunications
1997 Maharaja Sayajirao
University, Vadodara
B.Sc. Maths 1993 Maharaja Sayajirao
University, Vadodara
Extra Certifications:
• Post Graduate Diploma in Web Programming
• Six Sigma Black Belt
• T100 Certification for Fundamentals of Telecommunications from Infosys
• ITIL V3 certified
• Train the Trainers Program by IBM
• ITIL V3 Intermediate OS/A module
• PMP trained
Competencies…
 Vendor/Supplier management
 Change Management
 Major Incident Management
 Problem Management
 Team handling
 Quality/Process Audits
 Coordination with sending Geo/End customers
India SME (Vendor/Supplier management, Change, Incident and
Problem management......... Since Dec 2009 IBM India PVT Ltd,
Bangalore
 Since Feb 2013
 India SME (Vendor/Supplier Management, Incident Management, Problem Management
and Change Management)

2.  Manage vendors on behalf of customer under Service Integration role and act as single
point of contact for all kinds of escalations
 Analyze various accounts for quality and performance across all locations in India and
work on account transformations
 Major involvement in Post Incident Reviews, RCA’s, Failed Change Reviews
 Publish Daily, Weekly and Monthly IPC Reports for all accounts/clients across India
 Drive Continual Improvement Programs for the Service lines & Accounts. Report, track
various programs and projects associated with SIP and publish status dashboards
 From Dec 2009 till Jan 2013
 Worked as a SME (Incident, Problem and Change Management)
 End to end management of Incident, problem and change lifecycles
 Responsible to drive the Major Incidents/High priority incidents and to ensure
business/services are restored with minimal outage and SLA’s and KPI’s are met as per
defined process.
 BAU activities included chairing of status review calls , root cause analysis for severity 1
Incidents and failed change analysis for failed Changes, audit checks for severity 1/2
tickets.
 Manage and share WI, Process documents, RACI, Escalation Matrix
 First point of contact for account and people related escalations
Change Manager (Aug 2008 to Nov 2009)........ INFOSYS, Pune
 Worked for a client who ranks as one of World's most connected Internet Service
Providers (ISPs).
 It was a Global Network Change Management Center wherein any Maintenance or
change happening on any part of the Client Network across Globe was notified in to and
the impacting Network Components (Circuits, Rings, Network Elements, TIDs, Facilities,
etc) were thoroughly researched utilizing an array of tools (Remedy, CIIT, Ciont, Circuit
Vision, Cygent, Telcove Remedy, Progress Remedy, POPSWE, Nextgen, CNI, WebXng, etc)
to determine the impacted End Customers forming a part of that Network Component.
So in general steps followed were:
 Raising of RFCs and getting it reviewed
 Analysis of change requests based on risk, urgency and impact
 Chairing of CAB calls, Process excellence calls and Service Management review meetings.
 Analysis of implemented changes
 Root cause analysis for failed changes.
Business Analyst (Dec 2004 to Aug 2008)........ EXL, Pune
 It was a US mortgage loan processing, outbound voice-based process.
 Responsibilities included calling offices and banks to verify employment details and
assets/income of the People who applied for mortgage loan with the bank
 Other responsibilities included management of quality and client escalations.
 Was responsible for training of new joiners

3. Project Manager (Jun 2001 to Aug 2004) Aakar Infotech
 Aakar Infotech (Ahmedabad) was involved in Data Conversion, HTML based (e – book
preparation) and XML based documents conversion and in Website development using
HTML, Java script and ASP
 Worked as a Project manager and was responsible for end to end Project
implementation and support
 Trained and managed a team of around 35 people
Programmer (Mar 2000 to Jun 2001) Prima Infotech
 It was sister concern of Prima Automation (India) Pvt. Ltd (Ahmedabad) - an ISO
9001:2000 certified leading manufacturer of quality panels and automation Solution
Provider in the State of Gujarat
 Worked as a Programmer in ASP for in-house as well as for Clients’ Software
development
Electronics Engineer (Apr 1997 to Jul 1999) Delmer
 Deluxe Merchandise Pvt. Ltd (Baroda) is an electronic Weighing Scale Manufacturing
Company. Profile included achievement of targets set for the Production Department
and also to check quality of Electronic items/Machines produced by the company
 Handled the complete end-to-end process from assembly of Weighing Scales to their
quality checks
Tools worked with…
 Remedy
 Manage Now
 TSRM
 Cognos
I hereby declare that the above information provided by me is true to the best of my knowledge
and belief.
(Chinki Gangwar)