Joel Richards, Pmp® Email & Phone Number

Burlington, Ontario, Canada

Bengaluru, Karnataka, India

Lead the IT Operations team with 40 associates across multiple towers as Wintel, Unix, Network, Database, Backup & Recovery, Storage and Smart Ops, delivering multi-faceted infrastructure support to the customer. Understanding and adhere to IT Service Management process by working closely with key stakeholders.

Chennai, Tamil Nadu, India

Founding partner heading business development by understanding business process management and business requirements of the clients and translating them to specific software requirements. Liaise with development team to define the scope of deliverables and respective timelines. Engaging with clients to discuss and develop plans on continual service improvements.Accountable for:• Close deals with potential clients on new services. • Prepare Service Agreement documentations between firm and clients. • Vendor management for availed third party services. • Hiring candidates for pyramid refilling on relinquished employees.

Dubai, United Arab Emirates

Windows Server Administrator understanding business process and requirements of First Gulf Bank and translating them into technological infrastructure.Accountable for:• Administration and Troubleshooting Windows Desktop & Server OS and related issue.• Administration and Troubleshooting AD related activities.• Administered Change Management related to Server upgrades and software installation.• Provide tested and approved images of the OS for implementation across the firm.• Managing Symantec Console for implementing latest patches and extracting installation executable.• Resolving both Incident / Service request according to the SLA’s.

Chennai, Tamil Nadu, India

Service Desk Engineer managing users and computer based policies and accounts in Windows Active Directory of CMS Cameron McKenna, UK, Handled internal and external communication about service calls as per defined Service Level Agreements. Accountable for:• Maintaining creation and management of AD groups and OUs and implementing relevant policies.• SPOC for Cryptography key tokens in SafeNet Authentication system designed for VPNs.• Analyzing and reporting KPI metrics and preparing Stack Reports for the team.• Managing BES console for BlackBerry users.• Analyzing, Discussing and Organizing team meetings resulting business improvement.

Chennai, Tamil Nadu, India

First point of contact for customers of Bell Canada with internet connectivity problems, providing on-call and remote assistance in troubleshooting network, installation, software compatibility and various system based issues.Accountable for:• Identifying and classifying the issues and requests quickly and providing apt solutions thus ensuring customer satisfaction.• Assisting agents to perform and excel with entire client KPI’s (Viz.: Customer Satisfaction, First Call Resolution, Average Handle Time, Call Quality, CBR (Call Back Ratio) & RPC (Revenue Per Call).

Postgraduate Degree, Business Analysis And Process Management

Postgraduate Degree, Project Management

Bachelor Of Technology - Btech, Information Technology