King David Prabhakaran Email & Phone Number

India

• Responsible for all activities to facilitate smooth and effective delivery of Transition & Transformation
• Reviewing all the Transitions within IT Infrastructure and providing support / guidance as per the industry’s best practices whenever required
• Conducting audit reviews as part of Program Management Governance
• Training new Transition and Program Managers
• Building Knowledge Repository for Transition & Program Management
• Working closely with pre-sales team to provide inputs to Transition solution with respect to Plan, timelines, risks, etc.… that will address Client’s needs involving the completion of a proposal

Chennai, Tamil Nadu, India

• Managed a team of 12 members at onsite (UK) and offshore to take care of day-to-day operations of Windows, VMware, Citrix, Messaging & Active Directory from Client’s location (UK)
• Took ownership of all Client’s incidents and service requests; Tracked the incidents to a conclusion in line with SLAs and quality standards
• Managed critical client’s incidents associated with end user communication, activities and any appropriate escalations; Provided information about incident analysis and KPIs via reports
• Ensured Weekly, Monthly, Quarterly, Half-yearly and annual along with ad-hoc reports are produced and reviewed by key stakeholders regularly
• Oversee Patch Management, Hardware Tech Refresh, Data Center consolidation, validation, testing, approval and development as per client specifications and documentation
• Responsible for resources, tasks and dashboard report management

Chennai, Tamil Nadu, India

• Managed all problems in accordance with the Problem Management process
• Minimized the impact of a problem on the availability of services to ensure the quality, accuracy, and timely resolution of problems
• Taken responsibility to prevent problems and resulting incidents from happening to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
• In-depth investigations were done into IT-related problems to minimize or prevent future breaks in service
• Conducted detailed analysis of data gathered via the Service Management process to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues
• Performed reactive and proactive trend analysis of Problem Management

Chennai, Tamil Nadu, India

• Recorded and tracked all IT related incidents and service requests in Service Now whichever received by phone, email or electronically
• Classified and prioritized incidents in accordance with service standards set for the department to ensure all requests are dealt with, appropriately
• Monitored incidents related to IT services and coordinated with the relevant support teams and third parties to ensure resolution within agreed timeframe
• Performed first level analysis / diagnosis, investigation and resolution of incidents / requests to ensure continued provision of IT
• Provided a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, resolution advice and closure
• Effectively followed the ITIL principles for any incidents and provide first time fixes whenever applicable

Chennai, Tamil Nadu, India

• Technical IT Support for Client’s Retail stores in UK & USA
• Provided technical assistance for all devices in stores such as computers, printers, AS400 applications, store servers and IPADs
• Assisted in triage of phone calls and email generated tickets to helpdesk
• Provided VPN services, troubleshoot and reconfigured services ensuring 24/7 and 100% network connectivity at Client’s retail stores
• Configuration and troubleshooting of POS, Printer and Network related issues
• Handled escalations and routed them as per the incident management process

Chennai, Tamil Nadu, India

• Technical IT support for internet/telecom service issues faced by end users in UK
• Provided support for Wireless communications, Port forwarding, issues with IE, Software installation, Router installation, Firewall & Anti-virus configuration
• Activated process and troubleshooting, peripheral devices configuration like Printers and Scanners
• Installation and Configuration of VPN in end user’s laptops and desktops