Priyatham Sagar KH

Cell: +13-127****** - ac40bu@r.postjobfree.com

Professional Summary

Dedicated System’s Administrator with comprehensive data and telecommunication experience. Well-versed in analyzing and mitigating risk and finding cost effective solutions to maintain existing systems. Forecasted both short- and long-term call volumes and staffing needs. Analyzed call volumes and patterns and reported forecast and actual performance for sites and/or call handling groups. Maintained other information needed for accurate forecasting. Key strengths in:

O365

Active Directory

CRM Ticketing tool

Automation using PowerShell

Strong work ethics and teamwork approach

Education

Pursuing Master of Science: ITM (Information Technology and Management)

Illinois Institute of Technology - Chicago, IL

Coursework: Java, advanced database management, database security, data warehousing, ITM frameworks, cyber security management, data analytics, object oriented analysis modelling and designing.

2011 B.E: Tele Communication

Vemana Institute of Technology - Bengaluru, KA, India

Graduated with Honors

Skills

Platform: Microsoft Exchange 2016\2013\2010\2007,2003, Active Directory, Azure AD Connect, ADFS, SSO and MFA,

Microsoft Windows Server 2016\2012\2008\2003 & Network TCP/IP troubleshooting

Monitoring and Reporting tool using SCOM platform and extended hands on System Center Configuration Management

Windows Features / Roles: Active Director, DNS, WINS, DHCP & Group Policy Management

Management

Framework: Agile, Waterfall, Change Management

Skills/ Knowledge: Excellent in MS Word, Excel, PowerPoint, Access, Outlook, Active Directory, Microsoft Exchange, Microsoft Windows Server 2016\2012\2008\2003,ITIL, Incident Management, Problem Management, User access management, Linux,

Professional experience

03/2016 to 06/2017 Senior Executive:

Vodafone Services Limited - Bangalore, Karnataka

Experience in Designing, Planning, Administration and Disaster Recovery of various technologies.

Worked across all stages of IT implementation like Requirement Analysis, Design, Implementation, Support, Migration, Documentation and Training

Experience in messaging domain using Exchange Server 2010, 2007 & 2003 and migrations between platforms

O365 Cutover and O365 Products

Worked in Case Review team and Infrastructure maintenance.

Managing SLA and worked as Quality Analyst.

Worked on active directory, incident management, user access management

Hands on experience on Citrix

Worked on NZ project and managed access control for over 2 thousand staff.

Created and managed Organization Units and group policies.

Implementing and configuring Active Directory services on Windows 2000

and 2003 Server. Microsoft Windows Exchanging server 2003. (Installing,

configuring, Administering & troubleshooting). Microsoft Windows2000

and 2003 Active Directory Services. (Installing, configuring, Administering

& troubleshooting) Microsoft Windows2000 and 2003 Server. (Installing,

configuring, Administering & troubleshooting)

03/2015 to 03/2016 Business Planning and Forecasting Analyst

IBX - Bangalore, Karnataka

Creating long term forecast for Global for volume and headcount

Providing monthly forecast of volume and headcount based on historical actual’s, current AHT or PI and seasonal factors for calls on verint tool and for cases (non- voice) manually

Creating next 3-year planning of volume and headcount forecast BU wise and center wise

Team wise headcount planning, letting team managers know if their team is deficit or excess based on that recommendations of movements and cross skilling are made

Calculating forward forecast and backward forecast for the head count monthly

Presenting monthly data to operations along with forward forecast. Making executive summary

Analysis of call volume trend and if there is any anomaly doing a root cause analysis on the same

Worked with the relevant teams to enhance Forecasting Reporting Time Turnaround Time.We were publishing the report in 23 Working days, planned to bring it down to 19 days. Worked with relevant stakeholders to ensure report availability reduced time. Arranged training within team and ensured upskilling, to be able to meet targets. Followed Lean Sigma methodology to ensure sustained improvements.

02/2012 to 03/2015 Business Planning and Forecasting Analyst

Hewlett Packard - Bangalore, Karnataka

Provided timely and accurate communication with the program manager, team leaders, team members and key stakeholders to ensure understanding of project status and direction, upon request

Coordinated the integration of multiple projects and programs, provided data, analyzed and reported to project managers

Set up and managed support functions covering planning, tracking, reporting, quality management and internal communication

Maintain financial systems for recording, forecasting, monitoring and budgeting project expenditure

Assisted key project managers and key team member to review project activities for compliance with procedures and standards

Monitored deliverables due from project team members and follow-up with assigned member

Designs and prepares statistical reports and surveys as directed.

Maintain accurate records of follow-up procedures and activities for all on-going administrative functions

Ensures that protocols are in place for evaluation functions. Creates evaluation forms, compiles results and prepares reports of the results to be included in annual/quarterly/monthly reports as needed.

Worked on ANZ project completely supporting Access management, End to end, Assess and maintain the quality and frequency of email communications, User Access Management, worked on UK&I project for customer relation management, HP South Pac Compliments/Complaints handling.

Ensure incidents are managed as per Incident Management Processes and resolved within SLAs.

Incident Management- Own and manage high priority IT incidents to resolution as part of the team of Incident Manager’s

Ensure incidents are managed as per Incident Management Processes and resolved within SLAs.

Lead troubleshooting coordination on incidents to drive issues to the fastest possible resolution

Host and lead incident calls between the resolver teams, produce minutes and assign and track actions to completion

Effectively manage the flow of tickets in real time ensuring customer updates are given on time and tickets managed and closed within agreed SLAs

Assess and maintain the quality and frequency of email communications

Lead troubleshooting coordination on incidents to drive issues to the fastest possible resolution

Incident Management- Own and manage high priority IT incidents to resolution as part of the team of Incident Manager’s

Ensure incidents are managed as per Incident Management Processes and resolved within SLAs.

Review incidents and problems, Process and Technology elements for improvement.

Additional Information

Have undergone personality development workshops conducted by QUANTUM LEAP institution

Recognized for BEST TCE Performance for Q4 (2013) in HP

Won awards in running race and football at district level

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