Namrata Sharma

• Coordinated with stakeholders to establish clear project requirements.
• Lead cross-functional teams to ensure project goals are achieved and exceed expectations.
• Managed stakeholder expectations through regular updates and effective communication skills.
• Developed and maintained project schedules, budgets, and resource plans, ensuring optimal allocation of resources.
• Directly work with the technical teams, and coordinate deliverables to achieve outcomes.
• Working through the business case, statement of work, requirements gathering, project management plans, project initiation documents, and project brief.
• Delivering objectives to strict budgets, deadlines, and service-level agreements.
• Submitted budget estimates, progress reports and cost tracking reports.
• Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
• Implemented the best of agile processes, ensuring teams were focusing on the highest priority initiatives and delivering them efficiently.
• Created team objectives and roles with specific goals outlined for each individual.
• Communicated effectively with stakeholders to ensure project goals are met on time and within budget.

Key Achievements

• Successfully managed a project for the Unified Backup solution (budget $375K), delivering cost savings ($2.1M over 3 years) and achieving benefits like reduced complexity, enhanced performance, streamlined disaster recovery, and improved data protection.
• Successfully managed to transition the service desk to Internal IT within cost and budget, assisting our client in onboarding the service desk within expected timeframes, while managing internal stakeholders, third-party vendors, and the client.
• Drove continuous improvement of project delivery process by providing strong leadership

Service Delivery Co-ordinator

• Coordinating with internal and external stakeholders, and clients, to manage the requests.
• Supporting the continuous improvement of delivery processes.
• Overseeing service operations and delivery by setting clear expectations and SLAs, regular monitoring and reporting, clear communication, and collaboration.
• Managing the financial performance of the clients by budget monitoring, proactively identifying areas where costs can be controlled, identifying financial risks early on, and mitigating any unforeseen costs.
• Assist with monthly billing and monthly customer reports.
• Coordinate service delivery, working closely with stakeholders and technicians to meet KPIs and CSAT scores.
• Prepare and present regular reports and project updates for clients and internal stakeholders that track service performance, identify trends, and inform strategic decision making.
• Be part of Change Management, CAB meetings, to ensure all changes are managed properly, minimizing the risks.

Service Desk Manager:

• Coordinating with internal and external stakeholders, and clients, to manage the requests.
• Supporting the continuous improvement of delivery processes.
• Overseeing service operations and delivery by setting clear expectations and SLAs, regular monitoring and reporting, clear communication, and collaboration.
• Assist with monthly billing and monthly customer reports.
• Coordinate service delivery, working closely with stakeholders and technicians to meet KPIs and CSAT scores.
• Regular meetings with the problem manager to identify problems proactively, and working on existing problems.