Shashidhar S

Mobile: +91-990*******

E-mail: ace4ym@r.postjobfree.com

PROFILE SUMMARY

• Having close to 8 years of work experience – Have good exposure in various fields like IT Consulting, Operation, Support, Project management, Business service, Coordinator and technical Analyst

• General project management knowledge, including planning, costing and progress tracking to ensure successful implementation of IT best practices and successful delivery of continuous improvement initiatives.

• Have Good exposure in building schedule, resource management and roster for projects – Using MS Project, Excel

• Worked on Deployment Projects using ALTIRIS Tool for around 3.5 Years

• Possess robust Knowledge on IT System management Solutions, which has enabled to provide efficient Solutions for complex Application environments across IT Environment.

• Strong communication, analytical, interpersonal, and Client interfacing skills matched with the ability to manage stress, change and timelines efficiently

• Worked with multi-cultural & multi-regional stakeholders,

• Expert knowledge of IT Service Management best practice processes and standards (i.e. Information Technology Infrastructure Library - ITIL); client management techniques, subject matter expertise and advice; assess effectiveness of policies and procedures; participate in developing service/process performance assessment criteria and recommending improvements.

• Leadership, presentation and facilitation skills and the ability to demonstrate influence with partners during the change management aspects of best practice process implementations.

SKILLS:

• ITIL, Project Management, Deployment Project, Leadership Skills, Stake Holder Management, Resource Management, Performance Consulting Skills, Administration Skills,

CERTIFICATIONS

• ITIL V3 Foundation Certified

• Certified ITIL Intermediate V3 in Service Operations

• Certified in ISO 20000 (IT Service Management)

ACHIEVEMENTS

• Adjudged as the Best performer employee for consistent and dedicated service in operations Support in 2011

• Awarded as the Best Agent for the month of March 08 (Commercial CE Champ) (DELL)

• Award of Excellence for Total Solutions (Dated 14th July) (DELL)

• Adjudged as the Best Agent for the month of JULY –05 (Lexmark Process) in Cli3l-e Services

WORK EXPERIENCE

ISONIM Technologies Pvt. Ltd: July 2012 to May 2013

Designation: Project Coordinator

Responsibilities in ISONIM:

• Create and execute project work plans – used MS project and Excel

• Identifies necessary resources and work with functional managers to assign individual responsibilities

• Manages day-to-day operational aspects of a project and scope – Ensure project milestones and deliverables are met with quality.

• Primarily interfaces with clients, service delivery units – Have managed close to 6-10 project simultaneously

• Responsible for monitoring compliance with all aspects of implemented best practice processes (i.e. policies, standards, processes & practices). Escalates violations to senior management and recommends discipline or termination as required

• Responsible for the integration of operational support process activities with project management office. This integration is critical to ensure investments in new technology are properly supported after implementation.

• Responsible for implementation and maintenance of technology/systems needed to enable/automate implemented ITIL processes.

• Effective communication, relationship management, tact, and negotiating skills, to plan, control and lead effective IT process activities with respect to competing demands and service values; prepare and present plans and reports; and be an effective representative and relationship manager.

• Resource Management – Allocation and Effective Utilization

UNISYS GLOBAL SERVICES: DECEMBER 2008 TO JULY 2012

DESIGNATION: REMOTE SUPPORT SPECIALIST

Roles and Responsibilities in Unisys

• Was performing role of lead for an infrastructure upgrade projects. Actively involved in co-ordination the deployment activities along with Operation team.

• Team Management: was constantly involved in reviewing team performance and providing training to upscale resources as per management requirements

• Service Improvement: Was part of problem and change management to review and identify gaps during client Support process. Documentation and training for the same to team members

• Project Management: Was owning deployment projects and was performing the following during the project tenure - Project Planning, co-ordination, Time sheet, resource forecasting, Stake holder management, risk analysis, Using MS Project and also ITIL process rolled out.

• The ability to apply and maintain effective project control over development and implementation processes and tasks. The ability to communicate and manage expectations re: tasks and deadlines

• Leadership Skills: Strong verbal communication skills and the ability to create rapport and strong on-going relationships. Influencing skills and the ability to persuade without causing conflict.

• Training and Development: Provided Training to L1 & L2 team on IT process, Tool utilization, Operation Tools and IT compliance

DEPLOYMENT PROJECT

QUEST DIAGNOSTIC CLIENT REFRESH PROJECT:

KEY RESPONSIBILITIES & OUTCOMES:

• Performing data transfers using the clients Altiris tool;

• Determination of an issue, escalate to the appropriate management function, be it tool performance, documentation performance, or technical deficiency

• Perform troubleshooting for Altiris technical issues to determine if there are network issues, local PC issues, or actual tool issues.

KNOWLEDGE & SKILLS:

Performance Consulting Skills:

• Proven ability to work collaboratively with internal and external clients to identify and resolve gaps between desired and actual performance caused by a lack of knowledge, skills, or tools based on expert knowledge of the system, the client environment and soft skills (People skills)

Project Management Skills:

• Ability to apply and maintain effective project control over development and implementation processes and tasks.

• Ability to communicate and manage expectations re: tasks and deadlines.

Administration Skills:

• Strong MS Office skills

Leadership Skills:

• Strong verbal communication skills and the ability to create rapport and strong ongoing relationships.

• Influencing skills and the ability to persuade without causing conflict.

Personal Attributes:

• Excellent command of written and oral local language and the second language

• Strong time management skills

• High attention to detail

• Enthusiastic and positive approach with an ability to encourage and instill a high level of confidence.

• Excellent customer service orientation.

• Confidence with change and promoting change positively

MAJOR RELATIONSHIPS:

Direct relationships: Work closely with the client contacts, Unisys Field Technicians, Client Development teams, Unisys PMO and other technical resources

DELL INTERNATIONAL SERVICES: DECEMBER 2006 TO DECEMBER 2008

Designation: Technical Support Expert

Roles and Responsibilities in DELL

• Create project plan as per requirement for minor deployment and operation projects and track it on bi-weekly basis – Used Microsoft Project and MS Excel

• Handling calls from UK Customer (EMEA Process)

• Providing Support for Inspiron, Studio Laptops and related Products

• Troubling shooting issues related to Hardware/Software/OS

• Trouble shooting for internet issues (includes wireless)/ Handled Escalations

• Was Part of Marketing strategy team involved in Up Selling Dell Laptops & accessories

• Providing Technical training to team members / new hires on Dell products

• Providing technical documents and training materials for DELL technical Issues

• Analysis for improvements in projects

CLI3L E-SERVICES: DECEMBER 2004 TO JUNE 2006

Designation: Technical Support Executive

Roles and Responsibilities in CLI3L e- Services

• Was performing a role of Technical Analyst and was handling Issue related infrastructure and deployment

• Ensure project Milestones and deliverable are met with quality and manage day-to-day operation aspects of project – Used Microsoft project for tracking

• Handling inbound call for US & Canada - Troubleshooting issues related to Lexmark printers

• Handled voice, fax and email channels for client interaction

• Follow up on service requests on a regular basis to achieve client satisfaction and complete problem resolution.

• Handled escalation calls for the team.

STRENGTHS

• Proficient in Stake Holder Management, Team player, Hardworking,

• Good understanding on ITIL, Commitment, Adaptability on new technology

• Basic Foundation Course from GNIIT – MS-SQL & Queries

• Strong time management skills

• Deployment Projects

• Confidence with change and promoting change positively

• Worked on Tools like Remedy, HP Service Manager, Dellserv, Siebel

• Remote Tools – Bomgar, Net Meeting, Logmein, Deployment Tool -Altiris

• Project management – Stake holder and resource management

EXTRACURRICULAR ACTIVITIES

• State level Basket Ball Player - Represented Karnataka in 2002 basket ball completion held in Bangalore (under 18 category)

• Won GOLD medal in basket ball tournament held in Rajasthan during "All India inter-college Basket ball tournament" in 2001

• Captain of Basket ball team in Bangalore University 2001-2002

• Awarded the "Best Sportsmen of the Year" in Jain college in 2004

ACADEMICS

• Master’s in Business Administration (MBA) In Information System Management Post Graduate Diploma in Entrepreneurship Development (Bharathiar University)

• Post Graduation Programme Management (PGPM) in General Management-1 Year Course

• Bachelor of Commerce (BCOM) from S.B.M Jain College – Bangalore University

• PUC from APS College of Commerce, Bangalore

• SSLC from B.E.L Vidhyalaya (CBSE), Bangalore

PERSONAL DETAILS

Date of Birth : 07th March 1982

Address : #145,1a, 4th Main, Anajayaneya Nagara, BSK 3rd Stage, Bangalore – 85

Languages : English, Hindi, Kannada, Tamil, Telugu & Malayalam.

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