Technical Support Service

RESUME

PRABHU. R

**/**, ***** *****, ***** Nagar, Opp to Soap Company,

Edayarpalayam, Coimbatore – 641025.

Contact No: 978-***-****; Email: *************@*****.***

OBJECTIVE

M.Sc. M.Phil., with 11.5 years of experience in IT Enabled Services, Training, IT Service Management - Service Desk Operations, Operation Maturity, Service Excellence, Support and Transition, looking for relevant opportunities.

PROFILE

Competent and result oriented professional offering 11+ years of experience across Operations Management, Operations Maturity, Technical support, Service Support, Projects Management, Training, Back Office Activities, Facilities, Administration, Client Servicing, Team Leadership and Customer Support Management.

Comprehensive understanding & knowledge in system/network administration under multiple-platforms environments, including installation and configuration, maintenance, troubleshooting disaster recovery management.

High-performing with proven professional diligence & caliber in Hardware Networking, System Administration, Troubleshooting, System Configuration & Technical Support Operations targeting optimal operational performance & client satisfaction

Consummate Customer Relationship Management professional with excellent planning, execution, monitoring and resource balancing skills, attention to detail and ability to build and lead effective teams

Articulate communicator who can fluently speak the language of both people and technology, blending technical expertise with interpersonal skills while interacting with the cross-functional teams, customers and stakeholders.

Ideally suited for position of Manager handling all aspects of Operations in an established business unit/service sector/ BPO/KPO

Core Competencies:

Servicedesk Operations Management IT Service Management Help Desk IT Infrastructure Support Desktop Support & Troubleshooting Technical Support/ Maintenance Team Management Operations Maturity & Excellence

Technical Skills

S.No.

Technology Domains

Technical Platforms

Skill Level

1

Operating Systems

Windows 2003, 2008,

Desktop Platforms XP, Vista, Windows 7 & 8 – LINUX

Interim

2

Enterprise Services

SAP, Citrix, HPSM

Basics

3

Languages

Basic, C, C++, VB 6.0

Interim

4

Office Package

MS Office 2003, 2010, 2013

Interim

5

Networks / Protocols

A+ & N+ Certification, SMTP & Pop3,Telnet, Cisco & Junos Pulse VPN

Basics

6

Systems Domain

Active Directory, Lotus Notes, Zimbra & SCCM

Interim

7

Database

SQL & SAP Basis – Basics

Basics

PROFESSIONAL EXPERIENCE:

Achievements:

Successfully completed HPSM Incident module migration project from ver 8 to 9.3 as SD MANAGER

Won Best Project and Team award for Q4 2012@ Aegis Ltd

Won Cost Champion Award for Team ( First Quarter Q1 2010)

Won Loyalty Award for continuous Best Service at Scope International Pvt Ltd, Standard Chartered Bank.

Team has met expectations in ITIL & ISO internal AUDITs conducted.

Received MVP ( Most Valuable Process) awards regularly as team

CSAT Champion Awards @ Slash Support and Scope International

Won Punctuality Awards on regular basis @ JRM School.

Roles and Responsibilities on previous roles:

Team Leader, End User Services, Aegis Ltd

Spearheading efforts across managing IT Service Management operations and governance of overall Service Desk operations in End Users Services Team, Aegis Ltd an ESSAR Enterprise

Responsible for handling Process Excellence, and Overall Governance of Service Desk divisions such as Helpdesk, Remote Support and Field Support Deliveries and Operations.

Managed Servicedesk teams such as Helpdesk, Remote Support and Field Supports operations. Handled Team size of 3 senior level professionals in Team Lead Position and their teams as overall SD Governance Manager.

Maintaining a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.

Mentoring and motivating subordinates for maintaining highest standards of customer service giving preference to customer satisfaction & promptly resolving customer problems & concerns whilst identifying prospective clients, generating business from new accounts and developing them to achieve consistent profitability and enhance revenue.

Responsible for managing all the administrative & official activities while maintaining the healthy work environment & discipline.

Accountable to oversee & install computer requirements along with all related accessories, operating system installations and networking while ensuring smooth functioning of systems.

Team Leader, Velan Info Services India P Ltd

Team management of offshore Remote Infrastructure support team. Also acted as first point of contact for identified Canadian/ US clients.

Technical Lead, Scope International P Ltd

I joined as customer support executive, then internally upgraded to perform technical & service support (high sev incident manager) executive roles for 2.5 years. assisting UK, Europe & North American Standard Chartered Bank employees, then from 2010 till relieving worked as Technical Lead managing Tech support executives with respect to set ITIL process.

Application Engineer, Slash Support India P Ltd

Technical support executive assisting US clients who purchased Linksys Routers & Modem.

IFG Ace P Ltd & Janaki Ramachandra Matriculation School

Computer Science training faculty. Trained students of age category 11 years till 17 years.

Previous Work Assignments & Experience Snap

S. No.

Organization

Roles

Work Location

Period of Work

1

Aegis Ltd, An ESSAR Enterprise

Team Leader

Coimbatore

May’12 to Feb'15

2

Velan Info Services India Pvt Ltd, Coimbatore

Team Leader

Coimbatore

June’11 to Sep’11

3

Scope International Pvt Ltd, Standard Chartered Bank

Technical Lead

Chennai

Apr’07-May’11

4

Slash Support India Pvt Ltd

Application Engineer

Chennai

Feb’06-Mar’07

5

IFG - Ace Private Ltd

IT Faculty

Chennai

Jun’05-Jan’06

6

Janaki Ramachandran Matriculation School

IT Faculty

Chennai

Nov’02-May’05

Educational development

Master of Science in Electronics Science Year 2005, Annamalai University, Tamil Nadu

M.Phil Electronic Science, AJK Arts & Science College, Barathiar University, Coimbatore, TN.

Certifications:

A+ & N+ Certified

PGDCA in MS office, C, C++ and VB.

ITIL V3 Foundation in ITSM, EXIN Certified

Acquired certified course in Microsoft Packages, Internet concepts and GUI technologies

Typing and Language Skills

Acquired Senior Grade in English typewriting & Hindi – Visharad

Date of Birth: 31st March, 1982; Language Proficiency: Tamil, English, and Hindi

Reference: Available On Request Marital Status: Married

Contact this candidate