Planning project activities viz. scoping, estimation, risk management, tracking, change management & post implementation support, implementing project plans within preset budgets and deadlines.Monitoring smooth implementation of the project at the client location and providing offshore support, maintaining documentation on processes and procedures.Define project roles and responsibilities in close collaboration with the client, including project scope and objectives to ensure a cross functional understanding amongst project members.Learn from recent project to identify and recommend improvements, cost saving initiatives and substitutions to positively impact current and future project budget or schedule.

1. ITIL V3 Foundation, ITIL Intermediate RCV Certified.2. Acting as Service Availability Manager for Malware Technical line. Interacting with the client and governing the Malware team with process.3. Managing IPC team for the account. Governing the complete change process for the account with respect to Wintel, Unix, Database (SQL and Oracle), Storage, NAS and Malware technical line.

1.Developed incident, preventative incident, preventative incident tickets and reports.2.Authorized emergency break-fix requests, reporting details of requests to ECAB group.3.Successfully utilized monitoring software to identify and proactively correct infrastructure issues before they impacted production 4.Conducted live migration drills with sustain teams and advisor call centers to test response time of teams and functionality of Business Continuity Emergency Fail Over backup environments.5.Formed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions to clients.6.Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.7.Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.8.Worked directly with Incident Lifecycle Coordinators to provide initial incident response.9.Collaborate with internal and partner repair organizations, from engineers to executiveManage, escalate, status, and assist, coordinating repair efforts on Service Assurance issues10.Evaluate performance against SLA.11.Demonstrating pro-active communications while maintaining and enhancingrelationships with IBM, external and internal counterparts.12.Define and document the global standard KPIs, reporting and key controls for theservice level management process.13.Being an owner of the standard service level management process documentation.14.Work with tooling services department to optimize service level management process efficiency and automation.15.Assists the technical support teams in identifying and planning for ITIL processimprovements.16.Establish and maintain relationship with Business stakeholders, IT providers andPerformance Management.

-Solid management skills, demonstrated proficiency in leading and mentoring individuals to maximize the level of productivity, while forming cohesive team environments.-Analytical thinker who consistently resolved on-going issues or defects, often called upon on problems that have eluded resolution by others.-Sound knowledge in SLA Management, Knowledge Management, Incident Management and People Management.-Managing the team of twenty two members globally as a Technical Lead in Service Desk operations.-Languages support such as English, Spanish, Portuguese, Japanese, Chinese and German. -Understanding the client requirements by studying functional document.-KT sessions to team members on process and technical.-Involved in the preparation of training material.-Review of the tickets and suggesting modification in the tickets.-Attended weekly status meetings and provide detailed status report to the client.-Presenting the reports to the client on weekly, monthly and quarterly basis.-Incident Manager for handling severity issues to collate the support team to fix the issue-Manage incidents with priorities and co-ordinate troubleshooting and resolution activities.-Co-ordinate with multiple support teams and vendors during major incident and also to ensure adherence to SLA-Monitoring the progress of Incident resolution and escalate as required before SLA breach.-Managing the communication of service updates, incident resolution and closure.-Ensure proper actions are in place to mitigate the risk of an incident occurring again.-Documentation and continual improvement of the incident management process.-Flexible enough to adapt new environments.

-Managed the team of forty members, working as Shift Lead in Helpdesk operations.-Training new hires in infrastructure operations both in Process and Technical solving.-Introduced a concept of Call-back Team in reducing team waiting tickets, got appreciation from the client. Reduced the backlog from 1200 to 300. Now maintaining the average waiting ticket below 100 per day.-Presenting the reports to the client on weekly, monthly and quarterly basis.-Incident Manager for higher severity issues to collate the support team and recovery manager in the teleconference bridge.-Driven the severity issues in the teleconference bridge during critical situations.-Documentation and continual improvement of the incident management process-Quiz hosted in the system, to make sure the team is updated with the current process in the project.-Good in Operating System issues (Windows XP and Windows 7), Third party applications issues( MS Office 2007 and 2010), Manual removal of virus and trojans, Configuring and troubleshooting Exchange accounts in Blackberry, iPhone, iPad and Android devices, VPN client installation and troubleshooting, Providing Citrix applications, SSL groups, Security groups access in Active Directory for the users.-Service Improvement Plans:--Proposed Call back team concept to follow-up and reduce the team waiting tickets.--Proposed Cross skilled training to reduce the dependency.--Proposed SME per shift concept to maintain the P3 tickets ART (To resolve the ticket within 3 days)

-Taking Inbound calls and resolving the issue.-Achieving the individual metrics.-Scrubbing the team resolved calls and documentation.-Dsat and Refund analysis for the team.-Providing innovative ideas and resolution for the team to achieve the metrics.-Making Outbound calls for the team

-Taking Inbound calls and resolving the issue.-Achieving the individual metrics.-Scrubbing the team resolved calls and documentation.-Dsat and Refund analysis for the team.-Providing innovative ideas and resolution for the team to achieve the metrics.-Making Outbound calls for the team

-Taking Inbound calls and resolving the issue.-Achieving the individual metrics.-Providing innovative ideas and resolution for the team to achieve the metrics.-Making Outbound calls for the team