left Accenture on 11th Jan 2022

Project Management:• Steering the successful roll out of projects with accountability of defining scope, setting timelines, analyzing requirements, prioritizing tasks, identifying dependencies and evaluating risks & issues as per pre-set budgets • Monitoring project progress & outstanding issues and ensuring the quality & timeliness of deliverable • Implementing project plans within pre-set budgets & deadlines; providing end to end governance on the projectsIT Infrastructure Management:• Leading operations related to IT / infrastructure by measuring, managing, analyzing, tuning & implementing necessary changes in resource utilization as per business priorities• Establishing healthy relations with internal & external stakeholders to provide support for various architectural issues; keeping a close track of developments in field of IT InfrastructureService Delivery:- Managing end to end delivery of infrastructure operations of a product company, ensuring all contractual SLAs are met- Identifying and executing business opportunities from existing scope- Providing due diligence for new and upcoming business- Identifying the resource requirements for upcoming/new business and projects- Driving cost saving initiatives using various cost saving levers - Performance management of all project resources

Quality Assurance Manager - Ensuring that the goals of delivering excellence is consistently met with no fatal errors. Setting up processes for meeting the client standards. Worked as an independent team to ensure integrity in the end to end process.

IT Service Management (Incident / Change / Problem / Asset and Configuration Management):Ensuring that the objective of incident management process are achieved and restoring normal service as soon as possible based on customer perspective; detecting, logging, categorizing & prioritizing incidents to provide second level support.Setting Change Management process for Data Center Services. Trend analysis of Changes and an effort to reduce expedite changes.Performing RCAs to control the similar issues occurring in future.Recording/modifying/tracking CIs to keep CMDB up to date and use it for month end financials.

On site transition of Accenture CIO support desk - • Successfully transitioned AMER service desk support to Manila• Enabled Manila task forces in handling all sort of technical issues of business users• Seamless movement of complete AMER support desk from India to Manila in time of 3.5 monthsRole as a SME - • SME for service desk agents to assist them in their technical queries• Assisting agents in bringing escalated issues to a resolution• Mentoring and giving them feedback• Doing incident audits and generating reports for training requirements• Handling escalations and bringing them to closure• Providing second level support to business users on SharePoint, Blackberry, Windows Phone, Laptops, Desktops, Printer configurations, Wireless configuration, File services, MS Outlook configuration & troubleshooting, MS Round Table configuration & support, MS Lync configuration & support and Windows OS support• Working on AS400 Mainframes for ID administration and few basic tasks.• Conducting weekly refresher training sessions• Conducting daily huddles for process review and updates• Updating knowledge base to ensure new information is captured• Handling product transitions and doing impact analysis on SD• Conducting Webinar for sharing knowledge on new projects launched with organization• Identifying any un-action items which could not be accomplished due to various reasons viz. Call-Backs, Follow-Ups etc• Managing Team and providing updates to Supervisor and Management• Do a hand-shake with the incoming Shift-Lead and verbally discuss all the points which are vital till the completion of the latter's shift

>> Supporting multiple global clients and their technologies under shared service model >> Troubleshooting Desktop computer, Laptops, Windows Operating System, Internet connectivity, Software, Printers, Team services, Web File Services, Blackberries, Lotus Notes, MS Office issues