Santosh Kumar Email & Phone Number

Hyderabad Area, India

Maintaing FMS Team & Helpdesk @ CBDT

Key Result Areas: Project Management / Service DeliverySpearheading projects including planning and execution of programs; providing detailed documentation for solution & root cause analysis for regular problems. Monitoring project progress and outstanding issues; monitoring smooth implementation of the project at client location and providing offshore support; maintaining documentation on process and procedures.Defining service standards and guidelines that serve as benchmark for excellent service delivery and as per specified standards and in adherence with Service Level Agreements; analysing data for continuous improvement in delivery and improving customer satisfaction based on the data; IT Infrastructure ManagementSteered the initiatives to build competencies of teams through weekly reviews with engineers.Received Appreciation Letters from IBM Head

Deliverables: Administered the array of activities such as call monitoring, training and feedback of users and delivery as per customer satisfaction while heading a team of 15 Tech Support Engineers. Created reports for the Production Hours and kept a track of the absenteeism. Contributed in planning and organizing meetings to ensure growth in productivity and quality of work. Accountable for making decisions on training requirement for team members and HR related issues such as appraisals, confirmations, promotions and terminations. Interfaced with Clients, Service Management Team, Operations Team, Third Party Vendors and Site Engineers to ensure the resolution of all the logged incidents within SLA. Provided Level-1, Level-2 and Level-3 calls and solved it within the TAT. Worked closely with team members to solve customer problems and took decisions on matters geared towards enhancing customer satisfaction with regards to call handling and process adherence

Deliverables: Entrusted with the responsibility to manage the day–to-day planning for ensuring smooth operations while leading a team of engineers. Played a significant role in migration activity in converting the IT Application from 2 Tier to 3 Tier which was implemented across India. Handled project management functions in IT related areas such as rollouts and upgrades, managed vendor relations and contracts. Oversaw IBM Helpdesk Operations viz. Asset Management, System & Network Administration and Closing Calls with in SLA with specified standards.

Senior Customer Support Engineer & Team Leader

Team Leader

Sr Desktop Engineer & Team Leader

Deliverables: Played a part in installation of different type of software (OM, BP, AOL, POS, FLASH, PACS, CRM and Ranger Client, etc.) along with installation, configuration & up-gradation of LOTUS client. Spearheaded the array of activities spanning creating users id and applying security policies, providing internet to users, installing network printers and different types of drivers, mapping network drives, configuring wireless network connection to Laptop users and giving support to network connection oriented problems. Involved in auditing of desktops, antivirus (Office Scan) updation, windows updation, updating windows updates and patch management.EXCELLENCE SPHEREIT Infrastructure IT Systems Management IT Service Management (Service Support / Delivery) ITIL Process ImplementationIncident / Change ManagementTechnical SupportSLA AdherenceQuality Control Client Relationship ManagementTraining (Users & Engineers) on Various Applications.

Sr Desktop Support Engineer in BHEL

Service Engineer

Mba, Information Technology

Education record