Customer Service Management

Sudhir Stephen 720-***-**** **********@*****.***

Recent Experience:

Software Compliance, Vendor Relations & Audit Management

IT solutions provider to 5,000+ users involving VPN, AnyConnect, iPass, Citrix, & Wireless issues

Disaster Recovery – Setup & test pc’s for DR testers, help users with questions at site or on the phone in resolving DR related problems connecting through AnyConnect and Citrix.

Projects:

India Go-Live Project: Successfully spearheaded the project for 6 weeks in India wearing many hats (desktop, network, help desk, telephony and testing support) utilizing my IT management skills to manage and support the tight deadlines.

JP Morgan Chase & CO Merger & Acquisition Project: Coordinated the systems switch from JP Morgan Chase & CO to Great-West at the Andover and Kansas offices.

Top Technical Skills:

SAP Contract Management System

Deployment Console (DC)

Symantec Console (SMP)

Check Point, Remedy AR Tracker

AnyConnect

Citrix

Sophos Safeguard

Sophos Antivirus

Microsoft Office 2003

Blackberry, Good Technology

Wireless support

Mainframe, Bloomberg

PROFESSIONAL EXPERIENCE

Great-West Financial

Vendor Relations Management & Contracts Specialist 10/26/2015 – 02/17/2017

Contracts review, amendments, renewals, review MSA’s, SOWs & quotes.

Determine compliance with Company policies, standards, procedures and contract terms

Identify areas of risk exposure and providing suggestions of how to minimize company risk which is provided to I.S. System personnel requiring the acquisition of products and services

Works closely with Procurement personnel, Legal, Finance and Business Units to track, maintain and manage agreements.

Perform as the Subject Matter Expert for software audits and metrics contained in contracts

Notified results both in written and verbal communications of software licensing audit projects to multiple areas within the organization

Provides ongoing contract management, ensuring compliance with contractual requirements with both internal personnel and external stakeholders.

Exhibits deep culture of customer service excellence within the team

Great-West Financial

Senior Desktop Specialist 05/01/2001 – 10/23/2015

Provide support to over 5,000 users and 150 senior level executives at the US Corporate

Head Quarters with responsibilities for new installs and set up of all hardware and software

Identify, research and resolve complex incidents relating to technology accurately & timely

Analyze problem & provide technology recommendations

Imaging, deploying, tracking, setting up and configuring laptops and desktops

Providing accurate reporting of metrics on daily activities and long term projects

Advanced troubleshooting experience with networking applications desktop computing

Promptly respond to support related emails, escalated tickets and phone calls to ensure timely resolution with minimum down time for customers

Ability to handle multiple assignments, respond quickly to changing business needs & priorities, manage expectations and communicate status updates

Knowledge using incident and service request tracking software (Remedy)

Establish and maintain a working relationship with network and infrastructure teams to obtain status on outages and customer environments. Resolved 35- 45 help tickets per day

Implemented a successful India Operations – India-Go-Live

Have volunteered time after work on weekends to help the server team to setup server racks

Great-West Healthcare

Sr Systems Technical Analyst 09/20/1999 – 04/30/2001

Function as a Senior Technical Analyst for BENLink

Identify and work the server team resolve complex & connectivity problems

Developed more efficient call center procedures

Maintained a thorough knowledge of the call tracking system.

Union Bank & Trust

Novell System Administrator 07/16/1992 - 09/17/1999

Provided technical assistance in installing, configuring and coordinating all pc and related peripheral equipment for the company of 135 users at 7 branches

Evaluated and maintained new and existing technologies and hardware with external vendors

Continued education:

Microsoft Server Active Directory Configuration

Dell Certified Systems Expert (Dell DCSE)

Incident Management

Microsoft Certified Engineer (MCSE) Classes

Microsoft Networking Essentials

Education:

Kakatiya University: Bachelor of Arts in Economics

Sabari College: Certificate in Marketing Management

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