Prashanth Kumar Y Email & Phone Number

India

As the RPA Run Support Lead, I am at the helm of a dynamic team comprising over 200 skilled RPA professionals adept in technologies such as Automation Anywhere, UiPath, Blue Prism, and Power Automate. My role involves orchestrating the seamless execution of RPA processes and ensuring optimal performance across a diverse portfolio of 80+ clients.With my expertise, I am responsible for supervising day-to-day operations, troubleshooting any technical challenges, and guaranteeing the successful delivery of automation solutions. My leadership is pivotal in maintaining client satisfaction, fostering innovation, and driving continuous improvement within the RPA ecosystem.

Client Services Delivery Lead directs the work of more than one delivery or process team through others (e.g., team leads, external teams or vendors). They authorize deliverables, budget, schedule, dependencies, service levels, operating metrics and scope for the Client Service/Service Delivery Team. They assign resources and are ultimately accountable to ensure their team or extended team creates deliverables on budget, on schedule and with appropriate quality. They Interface with Contract Service Management Leads, Project Managers and Client Service/Service Delivery Team.

Bangalore

Service Desk Manager for 6 external Clients 75 Employees in Bangalore, Ottawa, Manila and Dalian • Functioned as Transition & Delivery Manager, facilitated the transition of service desk and remote desktop support from another vendor to Accenture. • Led a team of about 75 IT Professionals, oversaw the set-up of service desk, Remote Team and Service Management Team for the client.• Determined the KPIs, definitions of service desk and ensured adherence of the same.

Bangalore

Recruited to establish and manage the CIO Global Helpdesk Operations providing Level1 Support to all the Geographical Units (except DCN locations) covering around 1.3 million Accenture employees from 2 locations in India (Bangalore and Delhi). Support Model build on ITIL framework and using BMC Remedy 7.0 as the incident Management tool. As Lead for biggest Service Desk team also acting as the Point of contact for all the Service Desk related initiatives for Senior Leadership. Managing all the upcoming projects and new transitions across all GUs from Service Desk support perspective. The Scope of Service includes Technology Support, Application Support and Telecom Support. Leading the project for integration of Application and Technical Support.

• Managed technical escalations from Customers.• Managed and motivated the Team to drive the achievement of our goals.• Trained and mentored the Team.• Audited the calls of Technicians and provided feedback.• Monitored the Queue.• Published several articles on DELL Web Site.• Trained more than 500 new hire Techs recruited to DELL • Managed and coordinated retraining sessions for more than 1600 techs on the latest DELL products • Actively involved in setting up of the certification program for new hires and Team Leads. • Actively lead the DISHA (DELL Certification program for College Students) and DELL Certified (DISHA) Instructor programs.• COMPTIA A+, Network + Instructor.

Bachelor Of Commerce (B.Com.) Open University

Diploma In Computer Science And Engineering, Computer And Information Sciences, General