Deepti Madhok

Managing: Transformation Program for global rollout of ITIL processes/ project & portfolio mgmnt solution to improve key SLAs & cost savings. Business cases to standardize Transition & Transformation Mgmt methods. Consulting: Setup Quality/ Risk Mgmnt processes for accounts. Strategic initiatives, performing requirement analysis, contributing to new portfolios & solutions for customers. Presales-Project Planning, Due Diligence, Solution Design for responding to RFPs/IFBs with contract value upto 300 mi €

Managed application deployments, development of web-based applications & Cloud platform setups including global rollout of virtualization program, for 25,000 internal IT personnel resulting in annual savings of >$50k. Responsible for team/ budget/ schedules/ risks/ external consultants. Contract Value of programs ranged b/w $10-$50 million with teams of upto 30 members.

Managed Service Transition & Transformation with services delivered from HP delivery centers in US/Australia/UK/ Europe/SA. Remote Infrastruc. projects, Service Desk transition of onshore services to best-shore locations. Managed plans/budgets/resources/risks. Implemented solution design to ensure SLAs & contractual obligations are met. SDM/SPOC role for escalations/ service performance mgmnt/Continuous Service Improvement Plans, during handover. Communication specific to Steering committee, senior mgmnt

Successfully completed knowledge acquisition activities for transition of Service Desk projects based in US, Australia & South Africa. Successfully trained over 50 Level 3 support engineers on HP Proliant Servers & HP Storage & Networking devices. Responsible for managing Change, Problem, Quality management for projects in liaison with delivery & support teams, following ITIL standards. Single point of contact for the project for testing of all tools & applications set up at HP.

Subject Matter Expert for HP Pavilion & Media Center product lines in the U.S., liaising between Training, Quality and Operations to leverage the best practices across different support queues.

Part of the Technical Support team to provide remote technical assistance for Dell products for customers in the U.S. region