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Customer Service Management

Lewisville, Texas, United States
May 19, 2017

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ITIL, Prince * Practitioner


+1 (469) *** - ****

Professional Summary:

Over 10 years of experience in IT Operations Management (Application Support, Incident management, Infrastructure management, Experienced in Team Handling, Client handling, Delivery Management, Quality Management)

New Application Implementation as well as managing multi-year Application Support & Maintenance projects.

Experience in defining, Tracking and delivering as per the SLA for the Project.

Multiple Infrastructure Projects (Exchange, Storage, Server Build, BCP, Patching) Initiate, Planning, Design, Implementation, Verification & Closure.

Passionate about building strong relationships and ensuring all stakeholders are informed and involved. My focus is on customer service and communication.

Experienced in implementation, upgrade, SOP’s, Proper Documentation of Testing and support projects, resource management, people management.

Effective Project Management Tools Easy Redmine (and MS Project for resource management and WBS, Service Now, Salesforce, Jira and ConnectWise.

Conducting and Presenting Quarterly Business Review (QBR) Meetings with Onshore and Offshore teams.

Incident Management using Incident Life cycle.( Incident Logging-Classification-Investigation-analysis-Diagnosis-Resolution- Incident Closure)

Weekly, Monthly, Quarterly and Annual review Meetings with all Stakeholders.( Directors, VP, SVP and CIO)

Part of Business and Process Improvement Meetings with Stakeholder's Offshore and Onshore.

Regular Meetings with PMO.

Hands–on Experience on using service Improvement Tools like SNOW, Salesforce and Connect Wise.

Presenting and Discussing Improvement plans on Performance and Quality Matrices.

Experience in Hiring New talent, Defining Process for various Support Projects, Skill Matrix, and Escalation Matrix.

Experienced in Collaborative leadership and team development by providing individual or cross training and utilizing interpersonal skills and team building exercises to engage team members, increase productivity and complete project deliverables.

Strong background in business analysis, change management, quality management and risk assessment.

Hands-on experience on using Redmine tool for Logging, Tracking and Closing Milestone & Risks in Environment.

Experience in managing Application's (Web Hosting, Video Streaming, Radia( ATM ), Office 365, Exchange 2010, 2013, SCCM, Monitoring, patching( Shavlik and SCCM), Microsoft Intune(MDM), SharePoint )and Infrastructure( VMware, Storage( Netapp & Nimble), Citrix, HP and Dell Servers ( Blade, Chassis), Cisco UCS, Azure, MacAfee and Kaspersky Security, Database, Server Upgrades, Migration) end to End.

Extensive experience in 24/7 Production support process and working with clients across the Globe (US, UK and Australia).

Weekly and Monthly Team Meetings at different levels (Team, Leads, Group Leads, PM, VP, SVP, CIO) Triage, Incident management Process definition and Implementation.

Experience on using tools like MS Word, Excel and PowerPoint for various Presentations.

Experience on Project estimates, Sow's, monitoring and reporting on program level status updates.

Project Plan with Capacity, Availability Mgmt., Resources, Risks, Metrics, Monitoring, Issue Management.

Goal is to reduce Incidents in customer Environment and Increase Change Requests to stabilize and Upgrade the Environment.

Engagements in Fixed Bid, T&M Models

Concrete project management experience in initiating, planning, executing, monitoring and controlling, and closing using waterfall & agile model.

Experienced in Utilizing processes, methodologies, and tools for budgeting, scheduling, resource management, scope management, change order management, subcontractor management, deliverable tracking, procurement negotiations and vendor selection and lessons learned.

Possess good analytical, communication, interpersonal & presentation skill.

Good team player and capable of handling large and complex assignments.


ITIL Certified V3

Prince 2 Certified (Practitioner)

CISCO Certified Network Associative

MCSA and MCP Microsoft Certified Professional.

IBM certified Testing Engineer

Azure Certified 70-533

Azure Certified 70-534

Verizon ISP Certified Tech.


Master of Science in Information Technology.

Post Graduate Diploma in Computer Applications.

Bachelor of Arts.

Technical Skills:

Windows Server's

Server 2003,2008 and 2012, Exchange 2010, 2013, Office 365, SQL 2008 & 2012


VMware & Azure

Storage & Backups

Net App, Nimble & Dell, Cloud Back up Datto, Sync sort, Storage Craft


MacAfee and Kaspersky


SCCM and Shavlik


IIS and Tomcat/Apache


Solarwinds, SCOM, Labtech

Physical Servers

IBM, HP, Dell

Project Management Tools

Service Now( ITIL), MS Word, MS Excel, MS PowerPoint, Remedy, Redmine, Jira, Salesforce, ConnectWise, Bugzilla, SharePoint Online.

Experience Summary:

Cardtronics, TX Apr 2016 to Present

Role : Project Manager - Production Support

Project Name : Storage Migration (NetApp & Nimble), Capacity Planning, Audit Reporting, Host Upgrade Process & VCenter upgrade(VMware), Streamlining Patching Process using Service Now (SCCM and Shavlik) and Daily Project management tasks.

Proactive IT Bench

Production Support 24x7 for Payments ATM Client

Project Description: Handling 2 Major Clients from Payments and ATM Engineering Stream with 60 + FTE size Delivery Team from India Offshore Delivery Center with the following services.


Worked on IT Infrastructure Management Services including New Service Offerings.

Incident management and Tracking using service now.

Used Easy Redmine tool to Monitor Risk, Opportunities and Milestone's.

Worked on Delivery and provided Support for all IT Infrastructure Management related services being provided to our existing and upcoming potential prospects.

Team Management, Appraisals and Hiring.

Worked on Project Management: Managed Infrastructure and Application Support Projects.

Worked on Incident Management and Problem Management

Managed Budget, Accounts for Various Teams and taking care of revenue leakage

Organized and Participated in Daily, Weekly, Monthly and Quarterly Business and Team Meetings.

Planned and implemented best practices to achieve Customer Satisfaction

Designed and Tracked documentation like SOP, RCA and KB articles

Created SOW for various Project's.

Handled Projects like: Capacity Planning and Storage Tier (Storage), DR Plan, VMware Host and Vcenter Upgrade Process, Service Now, CSAT, Auditing.

Provided guidance for problems and questions related to Process, People and Technology.

Prepared Weekly Reports, Monthly reports for Clients with Quality and performance Metrics.

Handled daily Service Operations via Service Now. Generating reports, Graphs & all kinds of tasks from Service Now.

Environments: 24/7 Production Support, Data-center Operations, System Administration (VMware, Azure, HP servers, CISCO UCS, NetApp and Nimble), Patch Management (SCCM and Shavlik), Network Administration, Application Support(Radia), Application DBA, ATM Engineering, Core DBA, DC Migration and PCI compliance, Upcoming New Services in Progress includes, Exchange server 2013, Office 365, Application Packaging, HP Radia, NetApp Storage, Backup SME, Citrix SME, Virtualization SME.


1.Nominated for the Star Performer of the year in Delivery Management.

1.Increased Quality and Performance of team to more than 30 % of actual in one year.

2.Tons of appreciation from client for running 24/7 Process without a Single Major escalation.

3.Initiated the Service Now tool Implementation Process.

Innovation Technology by Design, Chandigarh, India Mar 2015 to Nov 2015

Role : Tech Consultant/ Manager

Client: Internal.

Project Name: Support and Testing for Office 365, Configuring 3rd Party Email Clients, Small Business Server, Exchange 2013 (Basic) and Ongoing L1, L2 and L3 Support management.

Project Description: Managing and Providing End User Service desk operations, productivity and best practices implementation for IT by Design clients across different Regions.


Organized and Participated in Daily Team and Client Meetings.

Designing the workflow for Incident Management and Escalation Matrix.

Conducted Triage meeting at the Start and end of the Day.

Delivered Quality service to the clients.

Monitored and Tracked Risk's in the Project and Environment on Common Share drive on Cloud.

Implemented ITIL Process in various projects.

Helped team with SOP's, Kb and RCA documentation.

Guided Technical and Sales team in their Day to Day Problems.

Handled Team with following technical Skill set:

Windows Server Support (2003, 2008, 2012), Active Directory, Dir Sync, User Management, Back Up, Replication and Group Policy, Backups, Office 365, Identity and access management,Sharepoint, One Drive for Buissness and Skype for Buissness, Lecensing and Permissions and Managing Mailboxes.

Prepared Monthly Rosters, Part of team Appraisals.

Participated of weekly, fortnight and monthly Meeting with Clients for Process Improvement.

Generated and analyzed reports from ConnectWise for better Delivery and Process.

Environments: 24/7 Support Process, VMware, Azure, HP servers, Dell, Exchange 2010, 2013, Office 365, Dell SAN storage, VMware, Hyper-v, Cloud Back up, Datto, Patching, Windows Server 2003,2008 & 2012.

Wipro Technologies, Hyderabad, India Jul 2014 to Mar 2015

Role: Senior Administrator

Client: Wipro Technologies, Hyderabad, India

Project Name: Microsoft Intune.

Project Description: To Provide L1 and L2 support for Microsoft Corp Environment using Microsoft Intune.


Handled Team and Training New members on Process and Technology.

Prepared Daily Task for Team Members and Sharing the Output report with Client by the end of the day.

Incident management from Incident logging to Closure and making sure every incident is documented and stored in Repository.

Planned and performed Daily Standup Meeting and weekly Meetings with Microsoft Team at Redmond, US.

Provided L1 and L2 Support for Microsoft Intune Product and managing Identity and Access for Objects and Users.

Handled Incident management.

Monitored Infrastructure using Wise Alert and SCOM server.

Created Daily pending tickets reviews and weekly SLA and MTTR performance with respect to resolved tickets.

Managed and Tested Mobile Device Management Application (Microsoft Intune)

Documented all new Processes related to Issues and Service Improvement Plans.

Environments: 16/5 Support Process, Azure, Hyper-v, HP servers, Wise Alerts, Azure DB, SCCM, SCOM, Microsoft Intune, BYOD, Windows Server 2012, SQL 2008 R2, Perfmon.

HCL Technologies Pvt Ltd., Hyderabad, India Jun 2014 to Aug 2014

Role: Testing Lead Operations

Client: Google Inc.

Project Name: Testing Project - Google AdWords and AdSense.

Project Description: Managing Adword and AdSense for Premier Clients.


Management of Service desk & Technical support operations.

Managed region wise service desk operations for India, EU and US customers.

Made sure everyone is following the ITIL Process in terms of Incident management using ITIL framework.

Making sure team is following all steps to deal with an incident using Incident Management tool Bugzilla and Jira and solution is properly documented and accesible.

Planned and Created Plans for increasing Productivity of team member's.

Maintained Team Balance and Keep them motivated & Handling their issues at all levels.

Tested Application and Used tools like Jira and Bugzilla for logged Bugs and Enhancement.

Reviewed the tool configuration for all critical devices for proactive support customers.

Provided Feedback and Improvement plan based on CSAT results.

Created and Reviewed

The documentation of New Processes.

Monitored and Prepared Team quality and Performance Metrics.

Monitored and Handled New on Job Training Team's.

Environments: 24/7 Support Process, Google Adsense and Google Adwords, Jira and Bugzilla.

Achievements: Made to the top 10 member's selected by HCL for Google Project.

Webguruz Technologies Pvt Ltd., Chandigarh, India Dec 2012 to May 2014

Role: Technical Operations Manager

Project Name: Support and Testing Projects from Odesk, Elance.

Project Description: L1, L2 and L3 Support for US and UK based customers and Handling Small Website Testing Projects.


Participated in daily meetings with On-site as well as with Off-site Teams.

Managed Website Testing and Server Support Teams.

Kept track of all Client meeting and discussions on Tracking Sheet.

Created Knowledge Base (RCA, KB and Run Books) directory on SharePoint and made sure that everyone update it on daily basis.

Ensured proper coordination between RSG, Service Desk and field for daily operations, towards achieving CSAT.

Created the Incident management workflow for Support Projects and Made sure everyone is adhering to it to work so that we can deliver quality at the end of day.

Created and discussed the weekly and Monthly metrics report with Clients.

Managed 6 Accounts in Totality and Team Size 35+

Managed daily service operations via SHD ticketing tool.

Planned and arranged Training sessions for different teams.

Domain wise Engineer availability and call assignment tracker.

Monitored, Created, Mitigated and tracked internal and external Risks on Excel Sheet.

Managed and drove Quarterly Business review meetings.

Environments: 24/7 Support Process, Hyper-v, HP servers, Windows Server 2003, 2008, SQL 2005 & 2008, Wireshark, Fiddler, SOAP UI, Application testing, IIS, Netmon, Perfmon.

Bebo Technologies Pvt Ltd., Chandigarh, Country: India Sep 2010 to Dec 2012

Role: Technical Support Engineer.

Client: Qumu Inc., San Bruno, CA

Project Name: Qumu Inc (Application Support)

Project Description: Managing Qumu application end to end.


Undertook routine preventative measures and implementing, maintained and monitored network security, particularly if the network connects to the internet

Managed the application and set up of Environments to test and reproduce the issue.

Troubleshot Issues on Application, based on java (JBoss).

Managed Internal Infrastructure and Supported windows server 2003 and 2008.

Attended Client Meetings on daily Basis.

Created and Maintained directory for SOP’s, KB articles based on issues reported and their Solutions.

Managing Incidents using Salesforce .

Discussed and Handed over the progress report of Day to day ongoing Tickets to client.

L1 issues on MS SharePoint and Managing Identity and access Permissions.

Installed Patches and Upgrades of Application.

Managing Exchange server, Mailboxes, Permissions, Backups and Troubleshooting issues.

Worked on IIS Management, SSO and Clustering.

Trained New Support Engineers.

Coordinated with Development and Testing team and Filing Bugs using Bugzilla.

Worked on Ticketing Tool: Salesforce for handling tickets.

Environments: 9/5 Support Process, Hyper-v, Mobile application testing, Windows Server 2003, 2008, SQL 2005, SharePoint, CDN's, WMS, Video Streaming( VOD, Dynamic), Release Planning and Implementation, Proxy, Firewall's, Clustering, HTML, Exchange Server,CSS, Branding, application upgrade's, Jboss, IIS, Tomcat/Apache.

Dell International Pvt Ltd., Mohali, India Sep 2009 to Aug 2010

Role: Technical Support Expert

Client: Dell International services Pvt Ltd., Mohali, India

Project Name: Dell Technical Support Center.

Project Description: L1, L2 and L3 Desktop, Laptop, Routers, Modems, ISP & Windows OS Support Center for US Clients.


Provided Warranty and AMC support for leased line modems for Dell customers across the country.

Provided support for DSL modem and Routers.

Provided Logistics support to all regions by proper tracking of faulty, standby & good spare management.

Worked on Dell Laptops, desktops and ISP escalated issues.

Conducted Technical Training Batches for New Hires.

Imparted Tools training to OGT Team.

Handled escalated L3 issues for customers.

Managed the Ticketing Tool and delegated work along the team member's.

Organized Training for New Joiners and arranged Buddy sessions for them.

Monitored and handled of the AHT for the whole team.

Made sure that Team is achieving Daily and weekly call and Sales target.

Participated in weekly Meeting's with Manager and Sr. Managers.

Environments: 24/7 Support Process, Dell Laptops, Desktops, Monitoring, Window OS issues, Performance Issues, Dump analysis.

Barclays shared services, Noida, India Nov 2008 to Sep 2009

Role: Process Advisor.

Client: Barclays Shared services Pvt Ltd., UK.


Provided customer service to Customer having Barclays Bank Account and Credit card.

Handled Fraudulent Debit and Credit card transactions as per the defined Process.

Worked to meet the daily and weekly targets of Balance transfers.

Handled Premier customer accounts queries and closing their requests on time.

Participated in Weekly and Monthly quality review meetings.

Worked with managers on Data Mining and Created reports for Performance Metrics.

Monitored calls and made sure they are as per the Quality sheet.

Verified whether proper process is followed on the calls.

Trained the Sales Team and Give Them Tips of boosting sales.

Handled customer escalations daily.

Environments: Barclay’s Credit card and Debit card support, Reporting fraudulent Accounts and Transactions, Balance Transfers, Customer service, 24/5 support Process.

Wipro Ltd, Delhi, India Aug 2006 to Apr 2008

Role: Subject Matter Expert

Client: Verizon ISP, US


Monitored Servers and Network of ISP.

Troubleshot and resolved all kinds of ISP related issues.

Created the Dispatch of Technicians through Dispatch Portal.

Configured DSL modem and Routers for Customers.

Provided Software and Hardware support for laptops, Desktops and Modems at all levels.

Resolved DNS and DHCP related issues.

Provided L1 monitoring support for Verizon Datacenter's.

Analyzed Team performance data and sharing feedback to respective team members.

As an SME, Trained and Handled OGT teams.

Daily auditing call's for verifying quality delivery.

Handled customer service and technical escalations in the Team.

Environments: DSL Modems & Routers, ISP Monitoring, MAC and Windows OS support, Desktop & Laptop all make up Support, 24/7 Support.

Achievements: Best Technical Support representative on the floor for 3 consecutive quarters by Verizon for best CSAT.

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