Pregasen Reddy Email and Phone Number

I manage the operational activities of the Digital Vendor and Contract Management team department.I ensure the development and implementation of efficient operations and cost-effective systems to deliver effective and quality service to internal and external stakeholders.Ensure the development and implementation of operational management systems, procedures, processes, policies, and best practices.Identify IT cost reduction strategiesDrive and improve Vendor relationships and Vendor performance by enforcing Service Levels (SLAs) in contract negotiation.

I serve as the primary business contact for my client base and responsible for client satisfaction. I am expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organisations to ensure quality. I endeavour to build business relationships with clients to encourage new and repeat business opportunities.Some of my responsibilities are:• Responsible primarily for client retention and customer service delivery overall. • Responsible for all client communications, conflict resolution, and compliance on client deliverables and revenue. • Ensure that SLA contract and SLA contract renewals are concluded on existing clients. • Ensure that client issues are dealt with in an efficient manner, through engaging with operations staff and management.

Headed the service desk through leadership, management and direction.My core role was to ensure quality and control over all tickets from cradle to grave. In this process, I led the team to ensure all tickets logged on the service desk were acted upon in line with respective SLAs. Acted as an escalation point where difficult or controversial calls were received on the service desk. This included technical and business escalations.

I provided management, leadership and technical direction to all members in my team. I enabled the team to provide IT services to ensure overall customer satisfaction in multi-customer environments. The team comprised of skilled-level systems engineers and desktop engineers. I aimed to ensure high quality service and customer satisfaction through consistent interaction with my customers, suppliers and management. My role also included acting as a technical resource when required as well as a point of escalation for my team. I have engaged with identifying and resolving complex problems relating to the various products and services we offered from implementation to operations.My responsibility entailed overall customer satisfaction in the services we provided to our customers.

As a Technical team lead, my responsibility was to provide leadership and direction to a team of 1st, 2nd and 3rd tier engineers in multi-customer environments. My team and their efforts ensured quality service delivery through continuous improvement of IT infrastructure and services and overall customer satisfaction. My core competencies included:Systems maintenace and supportResource managementCapacity planning3rd party vendor managementDeveloping site documentation, policies and standard operating procedures for daily technical tasks.

My core role was engaging with customers and assess, setup, configure and monitor their IT and network infrastructure remotely by utilizing Kaseya as the primary tool. (www.kaseya.com)I was responsible for the Kaseya back-end system and also ensured the up keep and maintenance of the Kaseya servers.

I was accountable for the service delivery of all Information Technology related aspects of the business. I managed and maintained Windows based servers and the related office and groupware applications. I also managed the network and the related interconnected technologies as well as network based services. I acquired further administration skills through the experience i this position. This position demanded reporting skills, ad hoc and controlled reports. These reports included Monthly performance statistics in various components of the IT support environment.

Managed Windows based networks with Windows server Architecture.Maintained Exchange 2007 and Exchange 2003 in geographically located sites around South Africa.Maintained Backup Exec 10Manage and take lead in resolving Internetworking connectivity and firewall related issues.Serve as technical support for colleagues in various other Sites.Ensure IT User problems involving hardware and software support are managed and resolved in a timeous, professional manner in accordance with the Service Level AgreementManage and maintain a Backup system with proper documentation and change controlsManage and maintain the SPAM filtering system provided by the ISPImplement, Install and manage AntiVirus system, various product based antivirus systems.Red hat Linux administrationBash scripting Microsoft SQL administration Database Management