Himanshi Madaan is seeking a role in incident and problem management where she can utilize her 3.8+ years of experience in IT service management. She has worked as a senior analyst, project coordinator, and analyst. Her responsibilities have included ensuring IT change processes minimize risk, measuring process performance to recommend improvements, and supporting definition and management of change and release processes. She is proficient in incident logging tools like Clarity, Remedy, and Service Now. Himanshi holds an ITIL V3 foundation certification and a B.Tech in IT.

1. Himanshi madaan Mobile: +91 9654347795
E-Mail ID: himanshi_madaan@yahoo.com
Career Objective
To be involved in work where I can utilize skill and creatively involved with a system that
effectively contributes to the growth of the organization
Profile Summary
 ITIL v3 foundation certified, 3.9+ years IT Service Management experience – Incident
and Problem management.
 Looking for opportunities in Incident & Problem Management.
Professional Work Experience
Total Experience: 3.8+ years
 NIIT Technologies
 Designation:Senior analyst
 Period:20 July 2016 to 17 August 2016.
 MetLife globaloperations Support Center
 Designation:Projectcoordinator(Projectportfolio delivery
Management)
 Period: May 2015 to march 2016
 HCL Technologies
 Designation:Analyst
 Period : August 2012 to April 2015

2. Roles and Responsibilities for SituationIncident Manager:
 The role is an individual contributor role that manages the change release
function
 Ensure that IT change processes minimize potential risk to production and
are in compliance with IT process and general controls.
 Measure/evaluate process performance and make recommendations for
process improvement and/or to expand service levels.
 Develop/execute action plans to improve process performanceand/or to
expand service levels.
 Coordinate activity across Skill teams
 Responsible for coordinating release schedules, managing change requests,
documenting and announcing releases
 Ensuring agreed upon activities and management standards have been
followed prior to, during and following implementation.
 Responsible for supporting the definition/management of the Change and
 Release Management processes, including an ongoing service improvement
program.
 Apply a structured methodology and lead change management activities
 Assess the change impact & complete change management assessments
 Create change management strategy
 Identify, analyze, prepare risk mitigation tactics
 Identify and manage anticipated resistance
 Consult and coach Skill teams
 Supportand engage senior leaders for major changes & events
 Coachmanagers and supervisors
 Coordinate efforts with other specialists ;Integrate change management
activities into project plan
 Evaluate and ensure user readiness ;Manage stakeholders ;Track and report
issues
 Define and measure success metrics and monitor change progress
 Supportchange management at the organizational level, Enterprise Change
Management, Mission.
Incident logging Tools: Clarity, ITSM Remedy, and ITSM Service Now.
Courses & Certifications:

3.  ITIL V3 Foundation Certified
Education:
Education: School/University: Score:
X from D.A.V public school(
D.A.V public school(
C.B.S.E) Board.
70%
XII from D.A.V public school
(C.B.S.E) Board 65%
B.Tech(IT) Kurukshetra university 65%
Language Proficiency:
English, Hindi.
Interests/Hobbies: listening to music and traveling.
Personal Profile:
Father’s Name : M.K madaan
Marital Status : Unmarried
Gender :Female
Date of Birth : 23 - 07 - 1990
Present address : 88-B,D.D.A Flats Mansarover park.
Declaration: - I hereby declare that the above-mentioned information is correct, up to my
knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Place: Delhi himanshi madaan