Johnson Thomas Email & Phone Number

Bengaluru Area, India

* Designing and implementing infrastructure & security projects with a view towards business requirement and future growth. * Develop & Maintain Project documents such as Project charter, Project management plan, Communication plan, Risk tracker, Roles & Responsibility, issue log for several projects undertaken.* Introducing IT policies and processes to smoothen flow of information and bring in better control on day-to-day activities. * Working… Show more * Designing and implementing infrastructure & security projects with a view towards business requirement and future growth. * Develop & Maintain Project documents such as Project charter, Project management plan, Communication plan, Risk tracker, Roles & Responsibility, issue log for several projects undertaken.* Introducing IT policies and processes to smoothen flow of information and bring in better control on day-to-day activities. * Working knowledge in Incident Management, Problem Management & Change Management * Maintaining an excellent relations with the stakeholders, perform stakeholder management, analyze the PI ratio and keep a close watch on their requirements* Drove multiple infrastructure teams to deliver projects on time within the agreed level of quality by balancing demands of scope, time, Quality and cost with solid customer feedback.* Presenting budgets (CAPEX and OPEX) and managing resources. * Managing vendors included contract management and finalization of services. * Comply with the program policy in respect to the stakeholders, Customer, Suppliers, staff, and to carry out duties and responsibilities as per project management Code of Ethics.* Successfully completed 10 projects* Key player to improve the C-Sat and P-Sat for multiple client Projects Show less

Bangaon Area, India

* Good understanding of ITIL v3 framework and principles with the ability to write and maintain technical documentation.* Working knowledge of Incident management, Problem management & Change Management* Good knowledge in preparing key ITSM reports in Microsoft excel and power point presentation and presenting to the management - Ticket trends, data analysis, KPI status, SLA breaches, CSI initiatives, automations, etc. along with the Service Improvement Plan… Show more * Good understanding of ITIL v3 framework and principles with the ability to write and maintain technical documentation.* Working knowledge of Incident management, Problem management & Change Management* Good knowledge in preparing key ITSM reports in Microsoft excel and power point presentation and presenting to the management - Ticket trends, data analysis, KPI status, SLA breaches, CSI initiatives, automations, etc. along with the Service Improvement Plan. * Analyzed and Improved business processes to meet & sometimes exceed client requirements and objectives* Incident reduction through process improvements and Trend analysis leading to significant effort and dollar savings.* Led and managed a team of 6 people, drove them to achieve a common objective* Use sound business judgment when making decisions and base recommendations on solid facts, evaluation of alternatives, weighing of pros/cons and able to present and defend decisions and recommendations with confidence.* Administering & Managing LAN, WAN and Voice networks* Manage external customer network infrastructure including day to day operations/maintenance, facilitating technical support case escalation and resolution, and implementing projects as requested by customer, and respond to network outages, performing field work as necessary.* Ensure reliability, continuity and availability of the network (LAN & WAN)* Liaising with Subject Matter Expert, Team Manager & Service Delivery Manager to improve Quality Assurance & Quality Control for the team. Show less

Achievements: * Achieved best C-Sat executive for consecutive 4 months * Responsible to drive Project C-Sat * Key player to improve the client C-Sat * Delivered quality services on all the line of business for Microsoft - Product activation * Responsible for providing process training for new joiners Career Highlights: * Was transacting on all the line of business for Microsoft - Product Activation, Volume… Show more Achievements: * Achieved best C-Sat executive for consecutive 4 months * Responsible to drive Project C-Sat * Key player to improve the client C-Sat * Delivered quality services on all the line of business for Microsoft - Product activation * Responsible for providing process training for new joiners Career Highlights: * Was transacting on all the line of business for Microsoft - Product Activation, Volume License keys, and Terminal Server Licensing keys* Remotely solve Microsoft end users issues pertaining to Microsoft Operating systems and office suites* Provide training to new joiners* Was responsible to improve the business process and C-Sat. Show less