Pramila Suvarna
Rockingham,WA
Summary
Detail-oriented and highly organized professional with a background in IT seeking to transition into a Sterilization Technician role. Leveraging technical expertise, problem-solving skills, and a commitment to maintaining high standards of hygiene and safety to contribute effectively to a healthcare team. Good communicator and multitasker with a well-coordinated and thorough approach. Desiring a dynamic position with room for growth. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Motivated student eager to apply classroom knowledge to real-world experiences, with a strong willingness to learn and contribute.
Overview
14
14
years of professional experience
Work History
Process Executive
Network Solutions Ltd
Bangalore
11.2006 - 10.2007
- ITIL Process Implementation for Netsol team at Customer Location
- To implement ITIL best practices for Netsol team based at different customer locations
- To interact with customers and understand site specific requirements
- To create framework for services, to ensure that the SLA is met
- To create required formats and checklist for daily operations
- To create templates for the generation of daily, weekly and monthly reports
- Rollout of the best practices
- Prepare audit schedule, conduct audit, and generate audit reports, follow-up for closure of audit findings
- Process Implementation for Managed Service Group
- Defining process for smooth operation of managed services (TM and SD Manual)
- Defining metrics to measure the operations
- Implementing process to managed service group members
- Roles and Responsibilities: To draw process, procedures and formats for Service Desk, Incident Management, Desktop, Server, Network, Change Management, Configuration Management, Problem Management
- Roll out of the above-mentioned procedures
- To ensure that one set of reports is generated at the roll out phase.
Change Manager
Hewlett Packard India Software Operations
Bangalore
06.2005 - 10.2006
- The Change Management process is to ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organisation The Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization
IT- Helpdesk Quality Coordinator
Hewlett Packard India Software Operations
Bangalore
06.2000 - 06.2005
- Handling of P1 & P2 Escalated calls and maintaining of the Quality at Helpdesk
- Reviewing Daily & Weekly Escalated calls basis on internally developed software SD (Service Desk)
- Maintains the communication channel with respective Engineers, Users and HP Management
- Follow up with Engineers regarding escalated calls & send weekly Escalation Review Report to technical managers
- Follow up with Engineers & ensuring minimum escalation & also monitor SD incidents
- Quality - Follow up with the engineers with pending calls & send an Escalation mail to tech leads if engineers are not able to solve the case.
Technical Support Co-Ordinator
Network Solutions (Bangalore) Pvt. Ltd.
Bangalore
06.1998 - 05.1999
- Involved in coordinating activities of technical support, first level support telephonic and e-mail; customers call and updating the database on a weekly, fortnightly and monthly basis on FoxPro.
IT- Helpdek Coordinator
Hewlett Packard – International Software Operations (HP-ISO)
Bangalore
03.1996 - 10.1996
- Involved in coordinating with customer calls and giving first level telephonic and E-mail support and updating the databases from management reports on weekly, fortnightly and monthly basis on Lotus Notes IT Helpdesk Service/ Call-coordinator & MS-Excel as per Service Level Agreement
- This data was useful to the HPISO IT management to plan the growth of the IT department.
Coordinator
Datapro Information Technology Ltd. (DITL)
Bangalore
03.1995 - 03.1996
- Involved in demonstration of XeeMail messaging software to clients, Training customers on XeeMail, Telephonic and e-mail support, Co-ordinating Customer Support and Marketing activities.
Teaching Faculty
International School of Computer Technology (ISCT)
Koramangala-Bangalore
09.1994 - 02.1995
- Involved in training students in programming of C, COBOL, Database & Spreadsheets, MS-Word, PowerPoint and providing software support for students in the lab.
Programmer
Sheshanka Financial Services Pvt. Ltd.
Bangalore
02.1994 - 08.1994
- I was involved in development of financial software package for Investment Systems Management using Clipper.
Education
Certificate III in Sterilisation Service - Healthcare
Institute of Health And Nursing Australia
Perth, WA09-2024
Advanced Diploma in Systems Management - Information Technology
National Institute of Information Technology
India01-1998
Bachelor of Arts - Psychology, Economics And Sociology
Jyoti Nivas College, Bangalore University
India04-1991
Diploma in Personnel Management - Personnel Management
Jyoti Nivas Institute, Bangalore
India01-1991
Skills
Highly motivated, versatile professional with extensive experience in customer service support and call management
Proven ability to manage multiple responsibilities in a fast-paced environment
Able to anticipate and quickly resolve problems
Well-versed in management and personnel issues
Organized and detail oriented
Creative, Resourceful & reliable
Able to maintain very good working relationships with colleagues
Language
English
Full Professional
Hindi
Professional
kannada
Professional
Tulu
Professional
References
References available upon request.
Timeline
Process Executive
Network Solutions Ltd
11.2006 - 10.2007
Change Manager
Hewlett Packard India Software Operations
06.2005 - 10.2006
IT- Helpdesk Quality Coordinator
Hewlett Packard India Software Operations
06.2000 - 06.2005
Technical Support Co-Ordinator
Network Solutions (Bangalore) Pvt. Ltd.
06.1998 - 05.1999
IT- Helpdek Coordinator
Hewlett Packard – International Software Operations (HP-ISO)
03.1996 - 10.1996
Coordinator
Datapro Information Technology Ltd. (DITL)
03.1995 - 03.1996
Teaching Faculty
International School of Computer Technology (ISCT)
09.1994 - 02.1995
Programmer
Sheshanka Financial Services Pvt. Ltd.
02.1994 - 08.1994
Certificate III in Sterilisation Service - Healthcare
Institute of Health And Nursing Australia
Advanced Diploma in Systems Management - Information Technology
National Institute of Information Technology
Bachelor of Arts - Psychology, Economics And Sociology
Jyoti Nivas College, Bangalore University
Diploma in Personnel Management - Personnel Management
Jyoti Nivas Institute, Bangalore
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