Profiling and Coaching individuals including Career Guidance sessions for Students and Professionals. Life Skills Coaching sessions for Individuals. Career Guidance and Coaching sessions at Vivekananda Kendra (VKVVF), Kodungallur. IT advisor Vivekananda Kendra, Kanyakumari and Vivekananda Kendra(VKVVF), Kodungallur. IT consultant/advisor for ongoing projects.Corporate IT trainer, in MSOffice suite of products. Veteran Training.Notable Contributions:• Program Manager OneWorld Foundation for Performing Arts. Successfully delivered Career Profiling program for different Camp participants.• Program co-ordinator SKIE, a Life Skills program for High School Students of various schools in and around Kodungallur.• Planned and conducted theme-based Quizzes’ for VKVVF.• Ex-Visiting faculty at Rajagiri School of Engineering & Technology.• Hands on MS Outlook Training and workshop for mid and senior employees of GAC Shipping India Pvt. Ltd.• Business Productivity and Functional Excel training for mid and senior employees of Tony Enterprises.• Google Sheet based Business Productivity tool for A V T Company Ltd.’s Leadership Team.

Strategy and PlanningPeople TransformationBusiness TransformationCustomer Success ManagementTalent ManagementTrusted Technology Advisor

Process Improvement Consulting.Customer Success Management.Talent Management.Techno-Functional Training for Corporates.

• Sr. Consultant with the Travel & Cruise (TnC) Line of Business.• Lead and Manage Service Delivery Projects for IBS Global Customers.• Managing business operations including business metrics and infrastructure.• Defining on the job training (OJT) strategy to provide product/business specific training• Coaching team members to perform above and beyond; facilitating tech/ non-tech trainings for the team to ensure readiness. • Work with the management in optimizing budget. Managing budgeting, head-count, hiring plans and preparing other monthly business reports.

•Managing Service Delivery Business for US operations from Global Technology Assistance Center (TAC) in Bangalore. •Handle day to day escalations from the customers/client•Managing business operations including business metrics and infrastructure.•Responsible for planning and executing business transitions from GTC, West to GTC, East. Successfully completed first phase.•Coaching engineers to perform above and beyond; facilitating timely tech/ non-tech trainings for the team to ensure readiness. •Work with the management in optimizing budget and controlling costs in a cost centre environment.

•Multi-region Support Escalation Engagement and Management. This includes Americas, EMEA, APAC, Australia and NZ and Far East.•Managing critical and high impact technical problems for premier customers; resolving issues in a manner to ensure that there is no breakdowns in the communication or technical aspects of the issue and thus leading to Customer Satisfaction•Leading and enhancing the performance of a team of Support Engineers, and developing top quality support personnel that can provide technical leadership to the cluster.•Coaching engineers to perform above and beyond; •SME for Office application Suite and SharePoint Technology.•Knowledge Engineer for SharePoint. Knowledge Base article authoring, scrub and publish.

Multi-region Support Escalation Engagement and Management. This includes Americas, EMEA, APAC, Australia and NZ and Far East.•Managing critical and high impact technical problems for premier customers; resolving issues in a manner to ensure that there is no breakdowns in the communication or technical aspects of the issue and thus leading to Customer Satisfaction•Leading and enhancing the performance of a team of Support Engineers, conducting employee performance reviews and developing top quality support personnel that can provide technical leadership to the cluster.•Coaching engineers to perform above and beyond; facilitating timely tech/ non-tech trainings for the team to ensure readiness. •Prepare training plans for product launches to ensure overall product readiness for the entire team.•Managing budgeting, head-count, hiring plans and preparing other monthly business reports.

•Single handedly started the support division of the startup company: grew to a six member team in 2 years.•Rapidly built a strong customer base which included premier organizations ensuring consistent revenue through Support Engagements.•Initiated new avenues in business selling support solutions which supplemented the sales business.•Providing Pre-sales technical consultancySME – IBM Hardware – PC Servers, Desktops, Laptops and Blades, Fortigate products and Leased Line Products.

•Plan, Delivery and Implementation of Y2K readiness: for IBM premier customers like Hindustan Level, Oman International Bank, Income Tax of India across the state of Kerala. This comprised of periodic patch deployment, testing and 24x7 monitoring during the last week of December 1999.•Developed and implemented maintenance processes for smooth functioning of RS6000/AS400 installations across the state of Kerala•Coached and mentored partner engineer’s on PC Server/Desktop/Laptop technologies.•Took additional responsibilities as the Support Escalation Point (statewide) for PC Servers/Laptops.•Assisted in on-going projects: Setting up data network(statewide) for State Treasury Department, implementation of network connectivity of Income Tax offices(statewide) to national backbone.•Provided Pre-sales technical support for partners.

•Developed customized well-received classes for Corporate Institutions.•Trained for MCP/MCSE certification.•Instrumental in Planning and Designing IT infrastructure of new Training Delivery Centre. It was the first Microsoft Authorized Training Center in Kerala.•Took additional responsibility in being the Prometric Test Centre Administrator.

•Joined as Support Engineer and moved to the Management role in three years.•Responsible for the smooth functioning of the Support Department.•Actively involved in Pre-Sales Technical Support. Nurtured client relationships.•Generated high levels of productivity for the 15 member Support team: trained new support engineers in troubleshooting methods and customer service, fielding escalated calls.•Designed and implemented an Excel based support management tool to help manage support revenue and Spares Inventory.•Set up In-house hardware repair centre: reduced turn-around time for defective hardware and increased profitability.•Coached Support Engineers in upcoming technology skills and customer management•Core member of the Networking Group, handling Novell NetWare, Windows NT and UNIX installation and maintenance across the state.

•Successfully planned, designed, and implemented Novell NetWare based networks primarily for large publishing houses.•SME in installation and support of multilingual Desktop Publishing Software’s and Linotron typesetting machines.•Single handedly managed the Ethernet Cabling for one of the leading Newspaper group in Eastern India.•Delivered training in Desk Top Publishing software (bilingual) to large publishing houses.•SME Novell NetWare/ TVSE Peripherals