Prachi Shukla Quality

PRACHI SHUKLA
Prachisukla60@gmail.com | (+91) 8587834787 | Linkedln
PROFESSIONAL SUMMARY
Highly qualified professional with expertise in SLA management, quality assurance, and IT operations. Proficient in BMC REMEDY, cloud
technologies, and data analytics tools. Demonstrated success in incident management, root cause analysis, and IT ticket audits. Adept at
fostering client communication and driving strategic IT initiatives to ensure operational excellence.
EDUCATION
Bharati Vidyapeeth College of Engineering, New Delhi August 2019 – July 2022
Degree: Bachelor of Technology, IT CGPA: 8.5
Kasturba Institute of Technology, Delhi. July 2016 – June 2019
3 years Diploma: Medical Electronics Mark: 81%
WORK EXPERIENCE
Project Engineer, Wipro| Noida May 2022 – Present
• Coordinate with SLA owners, provide daily client updates, and ensure timely submission of SLAs.
• Handle customer escalations, track incidents to closure, and lead SIP and SLA Tracker meetings for CFS SLA.
• Coordinate with different IT support teams towards incidents resolution & detailed RCA.
• Provide timely updates to customers on business-related issues and Proficient with BMC REMEDY.
• Performing IT audits, including Ticket, IMAC, and CRQ audits, ensuring quality checks at every level.
• Communicate with clients for closure of critical P1 & P2 incidents and initiate bridge calls for critical incidents.
• Manage daily operations for IT service delivery within SLA, achieving and maintaining 100% compliance.
• Lead daily war room calls for prompt incident resolution, ensuring timely acknowledgment and resolution of issues.
• Expertly manage pending and cancel Incidents, conduct root cause analysis, and implement corrective actions.
• Performing testing of IT General controls, including (OS, DB and Network) control testing.
• Work on change management, access management, and IT operations management.
• Provide overall leadership to service delivery team and maintain comprehensive CPM and KPI data.
• Prepare reports including MSR, WSR, SIP, IT Audit, and MGB reports.
• Communicate effectively with management at all levels and establish communication channels with clients.
Advanced Skills: SLA Management, Quality Management, IT Operations, Incident Management, IT Ticket Audit, Client
Communication, Risk Management, BMC REMEDY, Cloud, Power BI, Splunk, Python, MySQL, Team Collaboration.
INTERNSHIP
Assistant Project manager, Xtreme technologies | Remote October 2020 – April 2021
• Planning and development of Road map of the project idea.
• Creating and managing the team of 10+ IIT interns.
• Monitored project progress and set deadlines.
• Managing the Finance and HR.
• Utilized project management tools and methodologies to streamline workflows and optimize project efficiency.
Advanced Skills: Budget Management, Clear communication, Problem solving, Delegation, Strategic thinking, Stress Management,
Team Building, Conflict Resolution, Project Management Methodologies.
PROJECTS
Face Mask Detection System with Hardware Implementation
• Designed and implemented a Face Mask Detection System using deep learning techniques with TensorFlow, Keras, and OpenCV.
Integrated with an Arduino device to automate access control based on real-time mask detection, enhancing safety measures in
public spaces.
Bike Renting
• Developed a predictive algorithm to estimate daily bike rentals based on seasonal and environmental conditions using 2011 and
2012 data.
LEADERSHIP EXEPERIENCE
• Created and managed the team of 10+ IIT interns for Xtreme Technologies.
• Managed Workshops and Training vertical of the company.
• Instructed 30+ students annually in their academics.
• Provided early-stage startup advisory services to Xtreme Technologies.
• Brought advertisement services to What after college.
CERTIFICATIONS
• Microsoft Certified: Azure Developer Associate • Microsoft Certified: Azure Fundamentals
• Microsoft Certified: Azure AI Fundamentals • ITIL, Lean Six Sigma, Quality 101

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PRACHI SHUKLA

Prachisukla60@gmail.com | (+91) 8587834787 | Linkedln

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