Quality Assurance Service Delivery

PROFILE SUMMARY

Expertly orchestrated international IT operations across UAE and KSA, driving excellence and innovation in service delivery within the IT/ITES sector.

Proven track record of optimizing operations, ensuring adherence to service standards, and enhancing client satisfaction through meticulous process management and quality assurance practices.

Diligently managed ServiceDesk operations, setting and exceeding targets, strategizing for efficiency, and implementing robust disaster recovery and business continuity plans.

PRINCE2 Certified Project Manager adept at aligning service delivery projects with client requirements, ensuring adherence to SLAs, and developing SOPs for seamless process execution.

As a Scrum Master ensuring that the Scrum team follows the processes that were agreed upon.

Exemplary client relationship management skills demonstrated through proactive support, effective issue resolution, and a relentless commitment to customer satisfaction.

Check on progress status of every team member in the project. Organize the Product Backlog and the Scrum board. Make sure that everyone has something to work on.

Proficient in LAN/WAN administration, certificate management, and Governance, Risk, and Compliance (GRC), ensuring robust network security and regulatory compliance.

Exceptional team leadership abilities, fostering a culture of excellence, driving performance, and maximizing efficiency in both process operations and customer service delivery.

Seeking new leadership challenges with a globally reputed organization to leverage my diverse skillset and drive transformative change in the IT/ITES sector.

CORE COMPETENCIES

Project Management

Client Relationship & Team

Management

Agile / Scrum Management

Operations Management

Service Delivery

LAN/WAN Administration

ServiceDesk Management

Process Improvement

Risk Assessment & Management

SOFT SKILLS

EDUCATION

P.G. Diploma in Computer Applications, Bapatla,

AP

B. Com, Guwahati University, Assam

1995

1994

Thinker Intuitive Collaborator

Active Listener Innovative Communicator

A versatile professional having 27+ years of profound experience in Strategic Planning, Stakeholder Management, Budget Management, Risk/Change Management, Contract Negotiation, Leadership, Cross-Functional Collaboration, Process Improvement, Quality Assurance, Resource Management, Performance Metrics, Vendor Management in an organization of high repute.

JOGESH PATHANENI

*******@*****.*** +91 – 986-***-****

2010

Accreditations: PRINCE2 (Foundation), IT

Governance Workshop, ITIL V3 (Foundation),

PMP Examination Study Workshop, SCRUM

(Foundation), Internal Auditor (IT

Management)

Technical Proficiency: Windows Server,

Windows 7/8, Windows 10, VB, HTML, CSS,

PHP, MS SQL Server, MS.NET, Siebel 7.0, Icare

V2.4B, Remedy 5.0, ServiceNow, Jira, MS Office

2010, IBM Domino X-Pages, Power BI

CAREER TIMELINE

WORK EXPERIENCE

Jul’21 – Present: EVIDEN (an ATOS Business), Pune as a Senior Consultant (Project Manager)

• Spearheaded Information Risk Assessment (IRA) initiatives, collaborating with cross-functional teams to evaluate and mitigate risks for clients.

• Orchestrated periodic progress reporting to both management and clients, leveraging SNOW/JIRA for streamlined communication and accountability using Power BI

• Facilitation of Sprint Planning, Daily scrum, Sprint Review, Sprint Retrospective.

• Proactively monitored customer requirements and project Key Performance Indicators (KPIs) to ensure satisfaction.

• Directed the Certificate Management team, overseeing the meticulous maintenance of SSL certificates critical to organizational security and compliance.

• Championed thought leadership by initiating innovative strategies and automation processes to optimize efficiency and enhance service delivery.

• Conducted root cause analysis to identify and address underlying issues, fostering a culture of continuous improvement and problem-solving.

• Engineered tools & solutions to minimize errors, elevate operational performance and overall customer experience. Mar’18 – Jun’21: Vijigeesha Resources & Consultancy (P) Ltd, Hyderabad Growth Path:

Jun’18 – Jun’21: Executive Director – Technical

Mar’18 – May’18: Chief Technical Officer

• Pioneered innovative digital marketing strategies, identifying lucrative opportunities for company growth and success.

• Championed thought leadership and creativity, driving forward-thinking initiatives to stay ahead of industry trends.

• Represented the technological vision in key meetings and played a pivotal role in strategic hiring decisions.

• Directed system design and architecture changes, ensuring optimal performance and scalability.

• Led impactful IT projects to expand market reach and enhance unique selling propositions (USPs), positioning the company for sustained growth and competitiveness.

Mar’16 – Feb’18: Self Employed, Hyderabad as a Consultant

• Orchestrated web design and hosting services for diverse clientele, ensuring top-tier quality and seamless project delivery through effective team leadership.

• Provided expert technical guidance to private and government organizations, optimizing their infrastructure to meet evolving needs and standards.

• Spearheaded team management initiatives, offering invaluable insights into recruitment processes and aiding in the development and monitoring of Service Level Agreements (SLAs).

• Drove IT sales initiatives for prominent banks, successfully fulfilling hardware, software, networking, and other IT requirements to support their operational excellence.

• Collaborated with multiple stakeholders to streamline processes and enhance customer satisfaction, leveraging strong interpersonal skills and industry expertise.

PROJECT EXPOSURE

• Customized Software Development at Al Tayer Group, Dubai, managing a team of 10 in an MS.NET and SQL environment, focusing on internal project customization.

• Data Centre Implementation at Max United, Jeddah, overseeing a 12-month project with a 10-member team, setting up data center infrastructure using Server 2003 OS and HP Servers.

• WMS & DMS Integration at Max United, Jeddah, leading a 5-person team for an 8-month project integrating Warehouse Management System (WMS) with Dealer Management System (DMS) using VB and MS.NET.

• Information Risk Assessment at Manulife, US & Canada, directing a 10-person team over 9 months, preparing and auditing IRAs for all projects, including training and reporting.

• Certificate Management at Manulife, US & Canada, managing a 15-member team for 17 months, focusing on internal project customization and process development using Windows Server 2003. Sujana Group

Of Companies

BBG Group

FZCO

Akshay

Software

Technology

Ltd

Self Employed Vijigeesha

Resources &

Consultancy

(P) Ltd

EVIDEN (an

ATOS

Business)

2012-2013 2013-2014 2014-2016 2016-2018 2018-2021 Since - 2021 PREVIOUS EXPERIENCE

• Nov’14 – Feb’16: Akshay Software Technology Ltd., Dubai, UAE as a Project Manager (Contract on Project)

• Sep’13 – Oct’14: BBG Group FZCO, Dubai, UAE as a Project Coordinator (Contract Based on Project)

• Aug’12 – Aug’13: Sujana Group Of Companies, Hyderabad as a Senior Manager IT

• Sep’11 – Aug’12: Self Employed, Hyderabad as a Consultant

• Apr’10 – Sep’11: Sungard Global Technology, Pune as an Assistant Manager

• Apr’07 – Mar’10: Fujitsu Consulting India Ltd., Pune as an Assistant Manager

• Nov’05 – Jan’07: Nipuna Services., Hyderabad as a Senior Associate

• Oct’03 – Oct’05: Sutherland Tech. (P) Ltd., Chennai as a Senior Help Desk Engineer

• May’02 – Aug’03: Nishi Informatic, Tanuku, AP as a Team Lead

• Apr’00 – Apr’02: Computer Den Inc., Tanuku, AP as a Senior Systems Engineer

• Apr’96 – Mar’00: More Services, Vijayawada as a Territory Manager PERSONAL DETAILS

Address: Flat 303, Sunrise Arcade, Opp Road # 1, KRCR Colony, Bachupally, Hyderabad, India Languages Known: English, Hindi, Telugu, Urdu (Spoken) and Japanese (Basic) Date of Birth: 22-11-1973

Location Preference: India/ Dubai/ GCC/ Europe

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