Muthanna Kuppanda Email & Phone Number

Bangalore

• Adhere to specified SLA’s for systems, applications and services availability. • Implement and manage processes and procedures including review of IT tickets.• Work with Corporate IT Management to determine trends and root cause corrective actions. • Understand Company’s work culture, processes and methodologies• Participate hands-on in projects in addition to strategic roadmap development• Manage 24 / 7 on-call schedule• Help define, improve and execute processes and business flows for IT activities.• Actively involve in hiring and retaining a very talented team• Supervise the day-today activities of staff • Manage entire IT activities Servers, networking, desktop computers, telecommunications & internal applications.• Monitor 1. Monitor the vendor negotiations for the procurement of Infrastructure equipment’s (servers, networks, desktops, laptops, IP Phones, Servers, Blackberry, equipment spares, UPS ).2. AMC of Infrastructure equipment’s.• Undertake any other assignments for which the company’s management may request your participation from time to time like ISO audit, PCMM.• Participate in ignition, planning, production, monitoring and closing of IT projects, while partnering with the project managers.

• Delivering high-quality customer and partner experience through Timely, Effective Response and Resolution and Collaboration.o On a daily basis review cases, identify potential dissatisfied customer and recover them by involving the right resources.o Analyze the business matrices and device and plan to reduce them on a month on month basis.o Desktop support of Office application moved to a global model. In transition exercise represented the India region facilitated transitions global model o Built a process document in handling the Critical situations cases from greater China region to the North America Region o Was responsible for scheduling and staffing of the SharePoint team for the India region.o Received appreciation from peers in monitoring and keeping the case idleness of the team under 3 days.• Individual and team readiness. o Identified the Technology gaps for the team and built a readiness plan for the team and executed the same.o Partner with the technical lead study the call volume pattern and identify the key call volume generators and the trends for the team.o Ensure that the team is fully trained and ready for the key launches in the fiscal year.o Participated in Management principle activities like customer focus culture, internal Polls.• Excellence in Execution of Fiscal goals.o Monthly Business review with the Sr.mangement team on key business matriceso Optimization of resources in the team, so that we can achieve the team Utilization goals.o Attended weekly meeting with peers, cross site peers, to discuss the common challenges, device a action plan to mitigate the challenges & share the best practices.• Attract, Retain, and Develop exceptional people.o Participated in quarterly calibration exercise, and shared the feedback with the individuals.o Forecast attrition and build on a sustenance model.o Use the performance management process to reward and recognize the team

Chennai Area, India

At Computer Associates joined as a Technology consultant & handled backup and restore issues with the Bright Server ArcServe for windows.Supported US client base on Backup and Restore with the proprietary software of CA.Underwent training on implementation and designing of backup/restore schemes on various applications like Microsoft Exchange, Oracle, SQL, Lotus Notes and base Operating systems like Windows, Novell and Unix.Handled the backup/restore on various network environments like SAN, NAS on SAN and clustered servers.Joined the escalation team that handled Ages issues, escalated cases (Technical / Non Technical)

Bangaon Area, India

Trained and Worked extensively on Network Operating Systems like Novell NetWare 4.11 and 5, Windows NT 4.0 Server and Workstation, Windows 95, Mailing Software like Lotus Notes and Netscape Messenger, Office 97, Internet Browsers (IE and Netscape), Trained on Troubleshooting PCs, Network problems and Proprietary software at Global Operations Center (Technical Call Center) Helpdesk as well as Phoenix Global Solutions In-house network.Support Services for Networking Department – was responsible for providing support for the In-house Employees like Troubleshooting Windows NT Server and Windows 95, different kinds of Software Installations.Providing Offshore Technical Support in Helpdesk to Home Office clients in the US.Provided Onsite Technical Support (at Phoenix Companies. Enfield, USA) to the Corporate Office in Enfield, Connecticut, USA. Was responsible for troubleshooting different technical problems and was trained extensively on general application support. The duration of Onsite support was 3 months.