Ashish Kaul
Sydney,NSW
Summary
Proven leader in ITSM with a track record of enhancing operational efficiency at Suncorp. Excelled in stakeholder management and process review, driving service improvements and a 95% customer satisfaction rating. Skilled in resource planning and team communication, adept at aligning business objectives with technology solutions for impactful results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Cross Functional SIAM Lead
Suncorp
04.2022 - Current
- Determined proper methodologies and procedures to use based upon project specifications.
- Liaised between IT infrastructure team and other personnel to assist with resolution of system issues.
- Developed and implemented reports and presentations for key stakeholders and senior management.
- Wrote effective documentation for each client system to deliver comprehensive sets of requirements and alignment with business objectives.
- Established priorities and drove accountability for assigned initiatives, providing leadership.
- Generated reports detailing findings and recommendations.
- Devised and implemented processes and procedures to streamline operations.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
ITSM Process Specialist
Allscripts Healthcare
03.2020 - 03.2022
- Collaborated with cross-functional teams to develop innovative solutions.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Offered data-driven recommendations to align company strategies and process improvement initiatives.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Monitored and reported on process performance to verify compliance with established standards.
ITSM Change and Problem Manager
T Systems
06.2019 - 03.2020
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Increased customer satisfaction ratings to 95%.
- Developed and implemented training initiatives for new hires.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed customer contact centre with 60 support representatives.
ITSM Process Lead
Atos Origin
01.2013 - 01.2019
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Communicated regularly with customers concerning data exchange and technology integration.
- Oversaw development and implementation of improvements to support network operations.
Education
B.Tech - Chemical Engineering
Mumbai University
D.J Sanghvi College Of Engineering 01.2012
Skills
- Stakeholder Management
- Process Review
- Resource Planning
- Team Communication
- Client interaction
- Knowledge management
- Service level Management
- Operation Management
Certification
ITIL V4 Certified
Sap ABAP certified
Process Improvement
Timeline
Cross Functional SIAM Lead
Suncorp
04.2022 - Current
ITSM Process Specialist
Allscripts Healthcare
03.2020 - 03.2022
ITSM Change and Problem Manager
T Systems
06.2019 - 03.2020
ITSM Process Lead
Atos Origin
01.2013 - 01.2019
B.Tech - Chemical Engineering
Mumbai University
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