Kumar Anurag Email & Phone Number

Canberra, Australian Capital Territory, Australia

Canberra, Australia

• Management of Onsite Technology support for Main and Braddon offices including team management, infrastructure, and operational responsibilities.• Managed local office projects for IT Infrastructure, software solutions, and AV services• Supervised and maintained Stockroom inventory including reporting in the Service Now tool • Monitored and supported users through the Service Now tool in Service requests, incidents and coordination with the core technical team on problem tickets to fix issues within the agreed SLA• Provided technology support via MS Teams, Phone, emails, and the Service Now tool• Generated reports on team performance on a weekly, monthly, and quarterly basis and worked on service improvement. • Developed and motivated the team by creating an environment for open discussion with the team members to hear their suggestions and incorporate them for further consideration in decision- making process• Worked with Oceania project managers in laptop rollouts, Lotus notes to O365, Skype to MS Teams and for office AV systems from UAT till production within the agreed timeframe • Prepared presentations for Business leaders and interacted closely with them on proposed projects for the office and getting sign-offs to proceed further• Provided Key leader IT support (VIP) for Partners, Associate Partners, and Executive Directors even after office hours• Created and maintained Knowledge articles in Service Now to ensure proper documentation is available for the team to review for any technical assistance • IT Escalation contact for Canberra office staff and business leaders including feedback management • Worked closely with key stakeholders and staff to address any issues that they are facing with support and services suggested improvement strategies to IT leaders as part of Continual Service improvement.

Thiruvananthapuram Area, India

• Manage the Application decommission stream for DCC and Windows 2003 Refresh program under the SPM Portfolio• Data gathering, Planning, Executing, Monitoring & Controlling and Closing of deliverables for EY Global offices• Preparation of proper documentation on Workspace including Risk register.• Look out for outstanding issues and evaluate the potential impact, proper action plan and its dead date for resolution• Worked with internal and external stakeholders, Product managers, Application management, ITSM team for data gathering, consolidating, testing and decommissioning applications.• Ensured bottlenecks are proper discussed during project meetings and provided suggestions• Proper updation and tracking of the applications in the SharePoint website• Encouraged R&D within the project team to get to the specifics related to applications• Overseeing the tasks performed by the team and provided support and motivation for better project result• Decommissioned more than 150 applications • Extensive usage of the Service-Now tool for Change and Incident. Planned and created many complex RFCs in Service Now, and managed the workflow. Created many knowledge articles in the internal knowledge module.• Moderated regular meetings with Project team, stakeholders, business leaders and SPM lead on project updates• Proper tracking of items/tasks performed and ensured documentation in repository• Supervise the tasks performed by the project and technical team to ensure proper delivery• Training and assistance for the team on the program and Service-Now tool• Served as PM team Focus group supervisor, responsible for preparing the training calendars, competitions and debates

Thiruvananthapuram Area, India

• Manage the performance of Level 1 and Level 2 services & support to clients and to ensure customer expectations are met• Responsible to make sure the team members are meeting and exceeding expectations in regards to performance and defined metrics/benchmarks• Ensure standards and processes are followed by the members in providing effective customer service• Monitor all the requests and incidents to ensure quality service• Manage and coordinate urgent and complicated support issues• Act as SPOC for escalation of all kinds of requests and incidents• To develop and maintain phone/ticket escalation processes • Conduct Root cause analysis for the issues and to communicate appropriately to customers• Hire, train, coach and mentor Service Desk Specialists (Level 1 / 2) and assist with their career development • Oversee employee activities. Schedule employees shift and provide backup support• Collaborate to build training material for team members • Provide data, report KPI’s and trends to Management and others in ad-hoc, weekly, monthly and as required• Spearhead “drive in Ticket Deep Dive” and developed strategies for improvement• Monitor and manage phone queue (participation in escalated calls as needed)• Develop Service and Business Level Agreements along with Manager and Quality team to set expectations and measure performance• Update management on situations that may require additional client support or escalation• PO review and initial approval/budgeting responsibility cascaded by Manager• Remodel survey feedback method which can boost service, tool and support experience• Follow confidentiality in all applicant, client, verification and firm proprietary information

United Arab Emirates

• IT Support for EY DIFC office, Main Office, Middle East Data Centre and Sharjah Print Office• Work in conjunction with Offsite technical management team to prioritize operational issues including escalations• Regulate the team's deliveries as per agreements / directives• Represent IT department in Dubai office Management meetings for assistance• Plan, inform, co-ordinate, distribute, implement and monitor team's activities• Prepare reports and provide information to the IT Management regarding team activities and plans• Enable efficient work distribution• Assure that the team addresses all relevant issues within the agreed standards and procedures• Work with IT Manager and the team sponsor to obtain necessary resources to support the team's requirements• Provide status reports on team activities against the plan or schedule• Proper communication to IT Manager on task accomplishment, issues and status• Involve in Office relocation and new facility build project• IT Vendor/procurement management• Managing all IT Assets pertaining to Dubai office• Responsible for planning, implementing and managing door access management system• Daily, routine and proactive checks on all IT equipment before office hours• Ensure weekly visit to other EY office facilities in Dubai to understand and action any bottlenecks• Introduced toll free service for employees in office which was later pushed to other departments as well• Identified frequent IT related issues and documented solution methods which was later on published to employees on SharePoint to encourage self service• Managed escalated issues which cannot be resolved by the team with effective collaboration and R&D• Adapted an environment oriented to trust, open communication, creative thinking, and cohesive team effort

Thiruvananthapuram Area, India

• Customer Service call handling and proper dispatching• Handle service requests and incidents which includes monitoring and updating of tickets on Service Desk Plus ticketing tool• Provide technical support to Middle East customers and Onsite support engineers• Lotus Notes troubleshooting, Active Directory user management and SecurID management• Firm approved software’s support, Internet Explorer, Pointsec / Checkpoint /Symantec encryptions for PC and removable media• Installing, configuring and troubleshooting of desktop and laptops, GCL 3.0 and GCL 4.0 support (EY specific build image with Operating System and enterprise applications)• Printer installation, configuration and mapping• Basic Network troubleshooting• Provide support in new office facility setup and relocation on system space from testing till post implementation stage• Analyse the possible issues and providing suggestions on Computer hardware, software and operating system to the Global technical team• EY Remote Connect, checkpoint VPN - remote connection application support • Conference call booking for Middle East offices• Documentation of troubleshooting steps performed to resolve the issues• Requested to act as a shift in charge in late 2008 based on my performance to ensure smoother delivery of service by the co-engineers• Mentoring sub-teams within the team• Point of Contact for the team in the absence of the team leader• Seconded to Alkhobar EY office for 4 months to assist the Onsite Lead and Project Manager in IT support

Master Of Business Administration (Mba), Human Resources Management/Personnel Administration, General

Bachelor Of Commerce (Bcom), Business/Commerce, General