Ashok M.

About Ashok M.

I am a detail-oriented Business Analyst and Service Desk professional with 7+ years of experience in IT services, specializing in PMO support, resume transformation, and operational excellence. I bring a unique ability to convert complex, unstructured information into clear, professional, and impactful outputs that support both individuals and organizations. In my current role at CGI, I collaborate with leadership, project managers, and global teams to streamline processes, enhance reporting, and maintain high-quality professional profiles for 600+ members. My work focuses on improving visibility, consistency, and effectiveness across business operations. I also contribute to service desk functions within an SAP environment, ensuring timely ticket resolution, SLA adherence, and accurate incident management. My strengths lie in structured communication, stakeholder coordination, and continuous improvement. I take pride in identifying gaps, optimizing workflows, and delivering solutions that enhance efficiency and user experience. Alongside my core responsibilities, I have developed strong expertise in resume writing, LinkedIn branding, and content refinement, helping professionals present themselves more effectively. I am currently expanding my skills in ServiceNow, SAP Basis, and data-driven reporting to further strengthen my role as a bridge between business and technology. I am passionate about helping people and organizations present, manage, and improve their work with clarity and precision.

Experience

1. Business Analyst Service Desk in SAP

   CGI

   Mar 2022 — Present · Hyderabad, IN

   Service Desk (Current Role) – Key Responsibilities• Assigned SAP incidents and service requests to the correct teams within SLA timelines.• Published daily operational reports to support visibility on pending items and follow-ups.• Created and managed work and change requests as per process guidelines.• Tracked ticket progress, ensured SOP adherence, and escalated critical issues when required.• Coordinated with SAP Basis and Authorization teams for smooth resolution.Milestones• Recognized for contributing to organizational initiatives, including referral programs, intrapreneurship, and PMO activities.• Appreciated by the APAC Vice President for dedication and professional development.Profile (Resume) Writing• Maintained and updated 520+ member profiles on SharePoint (Ensemble) with 98.5% accuracy.• Standardized and improved resume content by applying effective writing and formatting strategies.• Uploaded updated profiles and maintained the Profile Tracker for version control.• Coordinated with managers and employees to ensure profile compliance.Served as a communication and branding specialist by:• Developing internal branding content for PMO initiatives.• Editing and formatting internal communication materials.• Creating and maintaining important CGI internal portal documents.

Education

• Osmania University

  Bachelor of Science - BS, Microbiology, General

• Osmania University

  Master of Business Administration - MBA, Human Resources Management/Personnel Administration, General