It Service Project Management

Profile Summary

Technically savvy professional with experience in multiple phases of IT Operations Management, IT Delivery Manager, IT Manager, IT Project Management, IT Service Manager, IT Help Desk Support, Network Administration, Client/ Vendor Engagement, IT Change Management, IT Asset Management, Problem Management, and Release Management, Adhering to the SLAs & work processes IT service with multi Ticketing tools and ITIL (ITSM) Strategies across Retail, Pharma, Hospitality, and Weight Loss and Manufacturing Domain

As a member of staff, the employee is expected to embrace and contribute to our culture of process improvement with a focus on streamlining our processes adding value to our business and meeting client needs.

US/LATAM/CAN: Minimum of 1 years supervisory / management experience

Strong IT process background related to large scale, global, multi-functional implementation of processes and supporting tools.

Leveraged expertise to collaborate with Supply Chain, Commercial, and Finance to define detailed business requirements for IT enablement of business needs

Delivered high-quality customer experience, elevated customer satisfaction while adhering to the SLAs & work processes

Managed a cross-functional IT Teams of 53+ in full-service support for a Service delivery data warehouse and SAS analytics environment, hosting information for consumers (US, Canada, Europe and International), Small businesses, Large Commercial, and Merchant.

Ensured that IT systems, applications, and communication equipment within the organization were managed and maintained in accordance with documented processes, procedures, guidelines, and instructions

Track record of planning and directing IT initiatives while participating in the planning, root cause analysis, and implementation of solutions in the Hospitals/ Weight Loss Sector; successfully led IT Team at the Hospital including Hardware, Networking, Software, and Database Specialists Managed business and clinical system operations for the largest not-for- profit healthcare system in Texas with over 1500 employees and 4 hospitals. Managed the ongoing support of large enterprise systems with over 10,000 end-users. Led project selection, planning, analysis, development, and implementation of Healthcare, CRM, and Financial Systems using client-server and web-based platforms.

A competent professional with around 15+ years of IT experience including 8+ years of extensive experience in Service-Now working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management and CMDB Manage Change Management, Asset Management, Problem Management, and Release Management for Enterprise, spanning across the US for over 50 properties and global properties. Compile and analyze product and property data in order to identify improvement areas. Lead teams in Problem Management and improvement opportunities to reduce incident counts. Responsible for all corporate processes to identify and drive process improvements across multiple businesses and areas. Assisted in implementing BMC Remedy tool

Education

Bachelor of Computer Application from Madurai Kamaraj University in 2008

Executive Master of Business Administration at Alliance School of Business - 2023

Career Timeline (Recent 5 Companies)

2011-2013 2015-2017

2014-2015

2017-2019

Since 2019

Knowledge Purview

Installation Windows 98, Windows NT 4.0, Windows 2000 Server, Windows 2000 Professional, Windows 7,8.1 & 10,

Windows 2003 Server

Integration of customer information into the computer system (Salesforce CRM and Suit CRM)

TCP/IP, IP Addresses, TCP/IP Service, Remote Connectivity, Network Security & Testing, and Troubleshooting Networks Outlook & MS Outlook Configuration

Internet Information Service IIS 5.0 & IIS 6.0

Infra Helpdesk Tracking once in 3 hours Clear the E-ticket (E-Savitha)

Application Support like Salesforce CRM, Wooqer, SIM, BIP, RAMCO, POS, and Eshopaid Retailing Application

Work Experience

March’2022 to April 2023 with KEYNES TECHNOLOGY, Bangalore as IT Manager (C2H)

Key Result Areas:

Six years of experience with the US country firm's business systems, Information Management, and IT Service Deliver (including Problem Management, Change Management, and Incident Management and IT services)in the experience area of Gigahertz computing India Pvt Ltd, Progen Weight Management, Techno kart India Pvt. Ltd.

Obtains tracking information from logistics & purchasing and posts it in ticket and communicates same to the customer Providing extensive customer calls support/service; on-site and remotely assisting customers to restore online engine services.

Check production reports throughout the day to ensure that productivity meets or exceeds expectations, and deal with any problems that arise.

Provide timely, fair, and measured performance evaluations and feedback to employees to encourage their growth. Reward and recognize accomplishments as needed.

Ensure that the call center and its employees follow the policies and procedures established by Human Resources.

Oversee and support all administrative activities in order to ensure that the office runs smoothly. Maintain an inventory of office supplies and place orders as needed.

Look for methods to improve office procedures and administration, then create and execute new solutions.

As needed, assist with administrative tasks such as scheduling group meetings, maintaining calendars, performing research, and creating reports.

Ability to work a range of shifts, including nights and weekends

Managed a cross-functional IT Teams of 53+ in full-service support for a Service delivery data warehouse and SAS analytics environment, hosting information for consumers (US, Canada, Europe and International), Small businesses, Large Commercial, and Merchant.

Jan’2021 Feb 2022 with Gigahertz computing India Pvt Ltd, Bangalore as IT Service Manager (IT Consultants) Key Result Areas:

Supervising a staff of 17 IT service technicians in support of 125+ customer accounts monitors the development of the working staff with identifying the training needs to include all dot required certification and log keeping requirements.

Troubleshooting and providing advanced equipment maintenance resolution to improve production challenges, improve processes, resulting in reduced maintenance costs.

Traveling regularly to customer plants to diagnose/evaluate issues and provide resolution to eliminate machine or system malfunctions and ensure products and systems conform to engineering design and customer specifications.

Excellent knowledge of various software applications and capable of leading teams in delivering projects within time and budgetary restraints

Project planning and management

Ticket workflow management and tracking Coordination for weekend/after-hours support Technician sourcing, vetting, and field service dispatch

Jun’19 Dec 2021with Progen Weight Management, Bangalore as IT Manager

Key Result Areas:

Planning & leading end-to-end IT involvements to achieve the performance-driven organizational goal, developing, presenting & implementing IT strategy, policies & procedures, and providing strategic IT Leadership

Identifying the training needs of individual team members and then taking steps to redress these. Supervising the day-to-day operations of an IT team of 37 staff.

Ensuring the team are aware of their individual and group day-to-day targets and responsibilities. Ensuring staffing levels and performance are maintained in line with the available budget.

Liaising with the agents in Spain for Integration and development team in International Managing the project CRM, Tally, Scale App, Swift App, and Website Related

Working on CRM Platform to actively track and manage customer information like weight, height & so on

Devising Service Level Agreement (SLA) & IT Service Agreements and controlling IT annual budget & monthly expenditure

Reviewing & evaluating the performance of staff for continual improvement and providing high level IT technical solutions to the senior management

Performing demand analysis, resource planning, skill & capability enhancements, and mentoring team members for performance improvement & career development

Jun'17-May'19 with Techno kart India Pvt. Ltd. in Retail (Videocon Group of Company), Bangalore as Assistant IT Manager

Highlights:

Improved IT support response time by establishing a centralized, Any Desk, VNC Remote Access Management System Enhanced operational efficiency by creating an internal intranet for employee email, timesheets, and calendar access Rendered outstanding support to Karnataka and Andhra Pradesh users for all IT needs including various financial information systems such as Eshpaid, POS, ORPOS, and S&P databases

Supervising the day-to-day operations of an IT team of 23 staff.

Monitored team progress toward timely delivery of goals.

Collaborated with IT Project Managers to develop focused plans and solutions.

Involved individual IT team members in the decision-making process through meetings.

Coordinated with all HODs within the hospital and planned technology changes; provided support to resolve IT issues Worked on retail application wonder soft POS and retail Company

Leveraged expertise to collaborate with Supply Chain, Commercial, and Finance to define detailed business requirements for IT enablement of business needs

SAP configuration (customizing) experience in SAP FI-GL, SAP FI-AP, SAP FI-AR, SAP CO-PA, SAP CO-PC with 2 years of experience in each area. It should also work as SAP Solution Assistant Manager IT.

Mar'15-May'17 with Pharmed Limited, Pharmaceutical Company, Bangalore as Senior IT Executive Highlights:

Provide excellent IT services, information management, and IT service delivery to clients for the following pharmaceutical businesses: Micro labs Limited, Bioplus Limited, Medreich Limited, Syngene International Limited, and Karnataka Antibiotics Limited.

Supervising the day-to-day operations of an IT team of 34 Pharmaceuticals Store in South India. Worked on Active Directory accounts and configuration of Desktop & Laptops

Coordinated for IT Help Desk Monitoring, Smart Phone, BlackBerry Configuration Set-up Troubleshoot hardware & software issues and regular application installations and configurations

Led the implementation and roll-out of various modules of the Hospital Management System at the hospital Pioneered the set-up of Help Desk Support for staff within the facility

Managed application support Microsoft Dynamics NAV, E-Saral, Tally, FFP, Suit CRM, ORPOS, POS & L S Retails Application

Previous Experience

Jan'14-Feb'15 with Atmosfire (Barbeque Nation Hospitality Private Limited Group of Company), Bangalore as Senior System Administrator

Dec'11-Dec'13 with Lifestyle International Pvt. Ltd. (MAX Retail Division), Bangalore as IT Executive Nov'09-Aug'11 with Spice BPO, Bommanahalli and Bangalore as Assistance Team Leader IT Lead (Airtel Process)

Mar'08-Sep'09 with Adea Solution, Bangalore as Multimedia Photoshop & Desktop Support

Worked as Adobe Photoshop and Image Enhancement Designer on a project Namami, focused on Digitization of Manuscript for Government of India in Delhi with a team of 10 members.

IT Skills

Nov'05-May'06 with Accel Frontline, Bangalore as Service Engineer

Tools: All Windows Support, Photoshop & Retails Application

Databases: MySQL, POS, Suit CRM and Salesforce CRM, Tally 6.2 & SAP

Platforms (Middleware Systems, Operating Systems, Environment): Operating System, Windows XP, Windows 2000, NT Server, LAN, WAN, MAN, Connection, Software Installation, DHCP Server, DNS Server, Backup Recovery, System Assemble and Disable and Troubleshooting

Methodologies: Object Oriented

Languages/Concepts: PHP, HTML, CSS, C & COBOL

Others: SAP, Office 365 outlook, Google G-Suit of Current company and Cloud support of Control4C

Personal Details

Date of Birth: 26th July 1983

Languages Known: English, Hindi, Tamil Urdu and Kannada

Address: #28, Sriram Colony Chinnayya Palya, B T S Road Adugodi Post Bangalore-30

IT Support & Service Management

IT Policies & Procedures

CRM Management

Project Execution & Management

Client/ Vendor Engagement

Technical Support/ Troubleshooting

Strategy Planning & Execution

Liaison & Coordination

Team Building & Leadership

Project Management

Systems Rollout

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