Sakshi Mahajan is an experienced IT professional with 10 years in the field, including 7 years in service management and 3 years in teaching, seeking a responsible position to utilize her skills. She has extensive experience in ITIL-based service operations, problem management, and customer relationship management, demonstrating strong leadership and communication abilities. Mahajan holds multiple certifications, including ITIL V3 Foundation and MCSA, and has a history of notable achievements, including awards for excellence in service delivery.

1. Sakshi Mahajan
Address: 1832, Sec 37, Noida
Contact No.: +91 9950893036 / E-Mail: sakshikashu@yahoo.co.in
To attain a responsible position in an organization that enables me to utilize my skills
& knowledge to strive towards excellence in my career in the IT industry
SNAPSHOT
• A competent professional with 10 years of total experience with 7 years in deploying end to end
Service Level, Service Management Processes and 3 years in Teaching.
• Excellent Communication Skills.
• Ability to lead, motivate and mentor others.
• Highly effective in Team Management, Group Communication and get along well with team members at
peer, subordinate and senior level
• Exposure in handling Service Operations encompassing relationship management with client and
improvements in TAT for resolving customer grievances.
• Excellent understanding working in Remedy Tool.
• Excellent consultative, problem solving skills.
• Worked in ITIL environment including User Access Structure, SLA, Problem, Request, and Change
Management.
• Attentive, proactive,cope well with pressure,assertive,determined and thrives on challenges
• Excellent skills to improve processes and procedures based on Information Technology Infrastructure Library
(ITIL)
• High degree of ownership for direct responsibilities and deliverables and other assigned tasks.
• Ensured continuous interaction with the customers to make sure that area of concern can be worked
upon for improved service levels.
• Excellent understanding of quality processes and its implementations and ensuring quality in
deliverables.
• Very enthusiastic to implement new concepts and technology. Also adapt to new concepts and technology
easily.
PROFESSIONAL CERTIFICATIONS
• ITIL V3 Foundation
• MCSA (Server2003)
SKILL SET
Account Service Level & Problem Management
• Deployed end to end Service Level, Incident & Problem Management process as per ITIL standard
process & Guidelines.
• Charing the calls with different Stake Holders to provide the relevant updates with respect to RCA's and
PIR's
• Initiating RCA’s to the respective Teams.
• Review month to date SLA achievement and kick off recovery actions, as needed.
• Defining and Monitoring OLAs.

2. • Leading daily Service Delivery review meeting with all the account stake holde rs.
• Performing trend analysis on Incident and Problem management related data to identify the gaps in their
respective areas.
• Follow, Execute and Ensure the Escalation and Notification process.
• Handed day-to-day Problem Management issues and escalated to Resolver Groups when required to
ensure targets are met.
• Own customer satisfaction with service delivery levels.
• Assisted BMC-Remedy Team to deploy account SLAs as per the contractual measurement.
• Reviewing the efficiency and effectiveness of the Request Management process.
• Publish Daily a Report containing all outstanding tickets in an account.
• Proactively performing the Trend Analysis,Planning and taking the Preventive action.
CAREER SCAN
Nov 2013 till date IBM India Pvt. Ltd.
Key Deliverables:
• Working as a Problem Manager. Works hand in hand with the Incident Managers, other ITSM process
managers, and operational managers.
• Ensuring reduction in high severity incidents by Trend analysis as part of Proactive Problem Management
• Proactively performed the analysis on Sev1, Sev 2 Incidents along with the Application Impacted the
most and carried out different action items through SIP (e.g Implementation of Noc Alerts across the
Infrastructure servers with Testing, Identifying MSoffline ,CPU Util , Port Down issues etc )
• Chairing the calls with different Stake Holders to provide the updates about RCA's and PIR's.
• Worked as an Incident Manager initially and was solely responsible for transitioning of Incident
management Process of Astellas Account.
• Performed the Scenario testing for High Severity Incidents and assisted Team in driving the Incidents
end to end.
• Was Solely Accountable for Transitioning of Notification Part from Service Desk to Incident management
Team and performed required testing wherever required.
• Was Part of Remedy testing .Worked along with Accenture and IBM together during the Testing Phase.
• Work with the Account Managers including DPE's in identifying improvement areas & implementing
measures to maximize customer satisfaction levels.
• Ensuring continuous interaction with the customer to make sure that area of concern can be worked
upon for improved service levels.
• Ensure the adherence to Problem Management Process and Policies.
• Assists in investigating and resolving incidents.
• Closures of all the Preventive Action Items on time.
• Manage all Major Problem Analysis.
• Carrying out Major Problem Reviews, PIR’s (Post Incident Review).
• Recognize training needs and assisted team members with the same.
• Worked with onsite teams on high severity incidents.
• Carried out ITIL based service operations support using remedy for Incident and Problem management.
Also worked on Remedy ticketing tool.
December 2009-July 2012 Dell Services, Noida Senior Associate (Service Management)
Key Deliverables:
• Worked as a Senior Associate in IT Service Management thereby handling different accounts in a
leveraged resources environment including organizations from Healthcare and Financial industries.
• Recognized training needs and assisted team members with the same.

3. • Worked with onsite teams on high severity incidents. Ensuring closures of High Severity Incidents on
time and Initiating the RCA to stake holders.
• Was Accountable and responsible for Domain Migration from Perot Systems to Dell services to all the
machines globally. Performed various activities, worked with resolvers and SDM’s during the Testing
phase till the complete Migration.
• Worked with Service Delivery manager end to end on the account improvement areas and preparing the
Action items for different stake holders.
• Creating and updated technical knowledge base articles on in house applications like Word Forge.
• Conducting awareness campaigns and training on the Problem Management process
Notable Attainments:
• Received an Award of Excellence for Best Quality in 2012.
• Renowned with Star of the Month Award for delivering an exemplary performance following
organizational guidelines within stipulated time frame.
• Invited for “Lunch with Top Performers” an interactive session with the Country Head of Infrastructure
Services.
July 2008 to May 2009 Quatrro Technical Solutions Group Sr. Solution Engineer
Key Deliverables

• Handlingthe escalated incidents.
• To Find the root causeof the problem and take the required action in a proactivemanner.
• Chairing the Bridge lines with different stake holders.
• Coordinatewith the Command Center to get Major Incidents resolved.
• Handling a team as a Lead, understand existing environment, take up initiatives, and guide the team &
managing the workforce to optimize daily output.
• Worked as a core member of the Team responsible for providing recommendations for the root cause to
Critical Customers.
• Arranged training sessions occasionally to improve troubleshooting skills at team level.
• Barged transactions to improve the performance of the team.
April 2007 to June 2008 IBM DAKSH Technical Support Associate
Key Deliverables
• Understandingand resolvingcustomers’queries.
• Troubleshooting laptop and desktop related issues like virus/ spyware issue, emails clients and internet
related issues caused after installation of McAfee products.
• Configuration and implementation of new updates and releases.
• Assistingusers with various updates and upgrades,managinglicenses.
ACADEMICS
Bachelor of computer applications Guru Nanak Dev University, Amritsar (Punjab)
April 2001
12th Std. Govt. Sen/Sec School, Amritsar (Punjab)
March 1998
10th Std Govt. Sen/Sec School, Amritsar (Punjab)
March 1996
IT SKILLS

4. • Platforms Windows 98/2000/XP/7/Vista , Windows Server 2003
Software MS Office 2003/2007, BMC Remedy, Active Directory
PERSONAL DOSSIER
Date of Birth 06 Jan 1981
Marital Status Married
Languages Known English, Hindi, Punjabi
Passport Details G9147445
Expiry 09/07/2018
Personal Interests Listening to Music, Singing, Playing Chess.