Mounica M

IT Service Management professional with 5+ years of experience, including 4+ years specialized in Hardware Asset Management (HAM) across HCLTech and DXC Technologies.

Currently Senior

Analyst & HAM Lead at HCLTech, managing end-to-end asset lifecycle, vendor coordination, and global stakeholder management for a pharma client. Skilled in ServiceNow (Asset, Incident, Request modules), CMDB accuracy, Intune/Entra ID/Azure AD administration, and audit and compliance readiness (ITIL/ISO). Track record of improving asset tracking accuracy, streamlining lifecycle processes, and training teams to reduce escalations.

Senior Analyst | HAM Lead at HCLTech (2024-01 – Present)

Lead Hardware Asset Management (HAM) operations for a global pharma client, ensuring end-to-end asset tracking and compliance across 32 locations and 40,000+ assets

• Manage full asset lifecycle — procurement, allocation, tracking, return, and disposal — for laptops, desktops, and peripherals
• Resolve 200+ ServiceNow tickets/month related to asset requests, replacements, and incidents within SLA
• Maintain 100% asset visibility through accurate CMDB/AMDB updates, supporting continuous audit readiness
• Collaborate with global teams across Europe and APAC to coordinate asset movement and resolve cross-regional issues
• Coordinate with hardware vendors for procurement, replacement, and warranty claims, ensuring timely fulfillment and cost control
• Administer device compliance and access via Microsoft Intune and Entra ID (Azure AD) as part of asset and identity management
• Provide L2/L3 technical support for VPN (GlobalProtect), Office 365, Windows OS, printers, and infrastructure
• Deliver training and knowledge-transfer sessions, improving team efficiency and reducing escalations
• Enforce device loss, replacement, and recovery processes; reduced asset discrepancies through SOP standardization
• Built checklists and SOPs for stockroom and asset movement tracking, cutting mismatches and processing delays

Senior Technician | HAM Support at DXC Technologies (2023-01 – 2024-01)

Supported Hardware Asset Management (HAM) operations, including asset tracking, allocation, return, and disposal alongside help desk duties

• Coordinated with hardware vendors on procurement, replacements, and warranty/RMA issues to ensure timely asset turnaround
• Maintained asset records in ServiceNow's Asset module, supporting inventory accuracy and audit readiness
• Served as primary point of contact for IT incidents and service requests, resolving P1/P2/P3 tickets within SLA
• Provided technical support for Active Directory (unlocks, access), VPN connectivity, Office 365, and core applications
• Logged and tracked all incidents in ServiceNow with full documentation, maintaining consistent SLA adherence
• Followed structured escalation procedures and coordinated with internal and vendor teams for timely resolution

Process Associate at Tech Mahindra (2020-01 – 2020-12)

Supported the CRED financial services process, handling customer queries on accounts and transactions via email

• Resolved queries within defined SLAs while maintaining accuracy and professionalism in written communication

Process Associate at Primero Info Services (2019-01 – 2020-12)

Assisted US-based customers with subscriptions, renewals, and remote technical troubleshooting

• Built foundational skills in customer handling and technical support

Customer Service Executive at Adroit Synergies Pvt. Ltd. (2019-01 – 2019-12)

Managed inbound and outbound calls, supporting customers with queries, service requests, and system-based processes

• Performed data entry, documentation, and communication tracking to support administrative operations

Bachelor of Technology in Electronics and Communications Engineering – Shri Vishnu Engineering College for Women