Lean Six Office

SKILLS AND ATTRIBUTES

Proficient in QMS, Lean Six Sigma, people management, Continual process improvement, business excellence and customer relations. Good knowledge on IT Support operations and concepts involving Windows Servers, SQL, RPA essentials and networking.

PROFESSIONAL SUMMARY

Technical Lead (Consultant)

Teleperformance, Manila (Philippines) 2019-2020

Senior Technical Advisor

Microsoft, Bangalore (India) 2018 – 2019

Quality Assurance Manager/ Operational Excellence Partner

M-Modal (3M), Bangalore (India) 2014 - 2018

Lead Systems Engineer – Quality Assurance

Siemens, Bangalore (India) 2012-2014

Advanced Resolutions Expert/Junior QA

Dell, Bangalore (India) 2011-2012

Technical Trainer, Sr TSE

C-Cubed Solutions, Bangalore (India) 2009-2010

OBJECTIVE

Seeking a challenging career that utilizes my skills in my area of competence and enriches my knowledge and gives me a chance to be part of a team that contributes towards the growth of the organization.

PROFESSIONAL CERTIFICATIONS

Masters in Lean Six Sigma Expert Program

Lean Six Sigma Black belt (IASSC)

Lean Six Sigma Green belt (IASSC)

Lean Management

Minitab

ISO Auditor (9001, 27001)

ITIL Foundation v3

SQL Fundamentals

Certified Associate in Project Management (CAPM)

RPA Essentials – Automation Anywhere

Certified Tester Foundation Level (CTFL)

Technical skills summary:

Primary: Active Directory Services, Networking Concepts.

Secondary: Knowledge about Exchange Server, MS SQL and Microsoft project (basics).

Operating Systems: Windows 98, SE, XP, 2000, Vista, Windows 7, 8 and 10.

Server: Knowledge about Windows Server 2003, 2008 and 2012.

RPA: Robotic process automation essentials – Automation Anywhere.

Active Directory: Knowledge about Active Directory.

Concepts such as LDAP, SYSVOL, KCC, GC, Domain Controller etc.,

Working with Active Directory Administration Tools.

Configuring Domain name system for ad.

Installing and configuring of a DNS Service and Primary DNS Server.

Working with AD objects.

Configuring the AD Server roles.

Backup scheduling on Windows 2008 Server.

Networking: Knowledge about networking fundamentals such as LAN Switching, IPv4

Addressing, Sub-netting and Routing.

Wide Area Networks (WAN) and Virtual LANs.

IP access control lists.

Routing Protocol Configuration and Troubleshooting etc.

Exchange Server: Knowledge about Microsoft Exchange Server 2003.

Knowledge about installation, configuring and managing Exchange Server.

Preparing Active Directory services for the Exchange Server installation.

Knowledge about the Exchange System Manager. Basic knowledge about

Microsoft Project 2016.

Mainframes: Knowledge about Mainframes such as RUMBA, AS400, Telnet (basics) and

Various Healthcare Applications.

LANDesk Applications: Experience in usage of LANDesk Applications such as LANDesk

Ticketing tool and LANDesk Remote Support Application.

Knowledge about LANDesk Security Suite, LANDesk mobility manager.

PROJECTS EXECUTED: (LEAN SIX SIGMA)

Simulation project:

1)Improving Bank call center operations: Determined the process capability indices and implemented the appropriate MSA. Implemented FMEA to understand errors and subsequently deployed required plans to increase process FCR.

Real time project:

1)VOC – Voice of the Customer: Designed and implemented a strategy to understand and minimize customer complaints. Performed an in-depth RCA on customer complaints and implemented a relevant strategy to minimize negative surveys.

EDUCATION:

Bachelor’s in Computer Applications (BCA)

PROFESSIONAL EXPERIENCE:

Teleperformance Philippines:

Role: Technical Lead – Office 365 Consumer

Designed and executed the Project Go-Live plan.

Engaged bilaterally with Training, Quality, Operations and Work Force Management to design the suitable framework and operational SOPs.

Collaborated with the recruitment teams and external Manpower consulting firms in order to rework and revise the hiring strategy.

Worked closely and assisted the recruitment in conducting more efficient interviews and assessments.

Collaborated with the training team in revisiting the current training techniques and modifying the same to meet the business requirements.

Conducted “TTT” (Train the Trainer) program to enhance knowledge of all the process trainers and operational staff.

Worked closely with Operations to design and deploy operational SOPs which involve protocol selection, following an RACI Matrix, designing an internal feedback mechanism etc.,

Worked closely with Quality Management teams to revisit their existing quality measuring frameworks.

Guided the QM team to use the right sample size for quality audits in proportion to the volume received vs handled.

Implemented the Gage R&R methodology to identify and eradicate errors within the Quality measuring system and auditors.

Designed and deployed statistical process control (SPC) methods to achieve efficient and consistent results.

Implemented control charts to observe trends in a process SLA breach and to variations in process functionality.

Developed and implemented an efficient and productive QMS using the Lean six sigma D.M.A.I.C and D.F.S.S concepts.

Guiding the Operations and Quality teams in performing a root cause analysis for any drastic changes related to the Team CSAT scores or the overall performance.

Engaging in individual Employee performance tracking. Also, providing constant feedback and helping them in their areas of improvement.

Presenting WBR, MBR(MOR) and forecast review meetings with Teleperformance and Microsoft Leadership to provide insights/commentary about metrics/KPIs.

Microsoft India Development Center (Payroll: Quantum Leap Consulting)

Role: Senior Technical Advisor – Office Product Group (MLGCS – Consumer)

Team/Cluster: Office Product Group – (Consumer: MLGCS)

Handling multiple Vendor sites supporting MS Office customers in North America.

Working with Vendor and executing QA/Six Sigma methodologies to improve CSAT, HR, FCR etc.,

Working with internal Product groups, engineering and Supportability Program Managers to resolve issues/bugs in the Office suite.

Working with Antipiracy/Fraud prevention teams to audit and eradicate any abuse of Office digital licenses.

Working with Service Delivery Managers to improve the KPIs for Vendors/Suppliers.

Working with MS Support planners and OEM SCM POCs to identify/minimize any binding issues with the OEM device and Office suite. (PBR issues)

Hosting triages/calibration sessions to deep dive and discuss about ongoing product updates/issues or changes in workflow/process.

Participating in POD meetings along with SPM and Engineering teams to review roadmaps related Product/update release.

Participating in WBR, MBR(MOR) and forecast review meetings with Microsoft Leadership to provide insights/commentary about metrics/KPIs.

Participating ORST Governance meetings to discuss about taxonomy changes/updates.

Tech Projects (MS internal):

a)BGP – Designing and implementing Office new hire training content/module (PowerPoint & Publisher) – Designed and published a new BGP training module tailored to empower T2 escalation teams in handling/troubleshooting BGP scenarios more efficiently. Status: Completed

b)Re-working and streamlining of MIR/Solve in ORST – Collaborated with Fraud prevention and BPM team to analyze and eradicate redundant MIR/Solve in ORST. Status: Completed

c)Bug 767133 – Office stacking error (Emerging issue/Outage) – Worked closely with SPM/Engineering group to isolate the root cause and to deploy a permanent fix to the specific Office build. Status: Completed

d)CSDQ - MSFT Gauge: CNX NIC – As part of the MSFT Gauge team, worked closely with Microsoft QA/Customer excellence team to drive the CXF/CSDQ framework. Also, helped the MS QA team to deploy the CSDQ framework to Supplier sites. Status: Completed

e)Streamlining Office AFO OEM workflow – Worked closely with OEMs/ MS Support planners to understand the gaps in the current MS Support framework and assisted Engineering teams to analyze in isolating the root cause for AFO activation related issues. Status: Completed

f)Along with the Office TA team, designed a new validation process to handle OEM AFO scenarios more efficiently. Status: Completed

MModal Global Services Private Ltd (3M)

Role: Quality Assurance Lead / Operational Excellence Partner

Project: Internal Employee Support (US/Canada region), 2014 -2018

Designed a project plan using SIPOC analysis to understand the process and customer requirements.

Achieved consistent results by using statistical process control (SPC) methods.

Implemented control charts to observe trends in a process SLA breach and to variations in process functionality.

Developed and implemented an efficient and productive QMS using the Lean six sigma D.M.A.I.C and D.F.S.S concepts.

Identified the major CTQs to the process by using multiple tools such as Ishikawa diagram (Fishbone), flow charts etc.,

Implemented FMEA to check for any errors within the process QA model.

Implemented new continual process improvement techniques to achieve process excellence.

Performed an in-depth RCA for any customer detractors (Negative surveys).

Implemented a strategy/plan to collect the required data to analyze and improve the overall team performance.

Played a crucial role in reducing cost related to hiring or employee compensation.

Other responsibilities:

Evaluating calls and providing quality scores to the production team.

Providing quality and technical feedback to trainees and recruits.

Handling L2 escalation calls in cases of customer dissatisfaction.

Performing a root cause analysis for any drastic changes related to the Team CSAT scores or the overall performance.

Engaging in individual Employee performance tracking. Also, providing constant feedback and helping them in their areas of improvement.

Providing refresher training or process updates to all the team members whenever required.

Creating and sending reports to an individual Employee or to the higher management.

Adding new or modifying existing articles on the knowledgebase.

Constant interaction with team members on a weekly basis to pool in all the frequent questions or problems faced by an Employee. Also, finding an appropriate solution for most of the issues.

Creating and deploying of new policies based on the process, as per the business requirement.

Providing floor support along with Team leads/Assistant Managers.

Creating new or updating existing knowledge base articles.

Conducting technical based interviews during recruitment.

Constant involvement with HR to create new action plans for immediate backfilling of any open positions.

Designing and implementing KTs with L2 and L3 teams within the organization.

Performing a root cause analysis on escalated incidents and outages. Also, involving with development and production teams during a new application release (or updates).

Designed and implemented a routing matrix to ensure effective co-ordination between different IT teams.

Incident ticketing tool used: Remedy

Knowledge of Remote tools such as: LANDesk, CA Uni-center, Symantec PC Anywhere, Dameware, VNC, Microsoft RDP etc.,

Performed ticket audits (BMC Remedy) to ensure proper documentation and to check for any violations in compliance.

Following up with dissatisfied customers/users and creating an action plan to avoid any such incidents in the future.

Constant interaction with CRMs and site leads to collate commonly faced issues and focus on new customer requirements.

Travelling to other MModal locations in case of a major process change or any technical refresher trainings.

Constant interaction with TLs and managers from other L2/L3 teams, to discuss escalations, common issues and planned application downtime.

Conducting annual performance appraisals to all team members.

Achievements:

VOC – Voice of the Customer: Designed and implemented a strategy to understand and minimize customer complaints. Performed an in-depth RCA on customer complaints, team performance and overall process functionality; implemented a relevant strategy to obtain optimum results.

Process QMS: Designed and implemented a plan to improve individual employee performance and to improve the overall team quality scores.

Siemens Technology and Services Private Ltd

Role: Lead Systems Engineer – Quality Assurance

Project: Siemens Healthcare – IT Support (US/Canada region), 2012 - 2014

As a part of a dynamic QA team, assisted the team to achieve the quality metrics and to achieve high customer satisfaction.

Implemented various six sigma tools such as DMAIC, DFSS etc., to understand and eradicate internal process errors.

Analyzed and provided optimal solutions to QA Managers and process owners.

Played an active role in VOC programs to ensure consistent customer satisfaction.

Performed an in-depth RCA for any customer detractors (Negative surveys).

Played an active role in developing and maintaining the overall process quality.

Other responsibilities:

Providing quality and technical feedback to trainees and recruits.

Evaluating calls and providing quality scores to the production team.

Performing a root cause analysis for any drastic changes related to the Team CSAT scores or the overall performance.

Engaging in individual Employee performance tracking. Also, providing constant feedback and helping their areas of improvement.

Providing refresher training or process updates to all the team members whenever required.

Creating and sending reports to an individual Employee or to the higher management.

Adding new or modifying existing articles on the knowledgebase.

Constant interaction with team members on a weekly basis to pool in all the frequent questions or problems faced by an Employee. Also, finding an appropriate solution for most of the issues.

Creating and deploying of new policies based on the process, as per the business requirement.

Providing floor support in the absence of a Team lead/Assistant Manager.

Creating new or updating existing knowledge base articles.

Conducting technical based interviews in case of new recruitments.

Achievements:

Process QMS: Played a crucial role in providing valuable suggestions and inputs to improve individual employee performance and to improve the overall team quality scores.

Dell International Services

Role: Advanced Resolutions Expert / Junior QA

Project: AXA Insurance – IT Support (US/Canada region), 2011-2012

Incident management like timely closure of tickets & giving telephonic solution.

Providing remote support (accessing the user desktop; Tools used – LogMeIn, Uni-center, Dell Connect)

Installation of software and application for client uses like MS Office, Tally

Installation and upgrade of hardware and software.

Troubleshooting of hardware, software and networking issues

Installing and configuring Windows XP Professional & 2K Professional

Managing and maintaining Printers and Network Printers.

Incident ticketing Tool: Uni-center Service Desk (CA)

Providing quality and technical feedback to trainees and recruits.

Evaluating calls and providing quality scores to the production team.

Performing a root cause analysis for any drastic changes related to the Team CSAT scores or the overall performance.

Engaging in individual Employee performance tracking. Also, providing constant feedback and helping their areas of improvement.

Providing refresher training or process updates to all the team members whenever required.

C-CUBED Solutions Private Limited

Role: Technical Trainer / Sr TSE

Project: Sony VAIO Technical Support (US/Canada region), 2009-2010

Providing Technical Support to end users.

Interact with US customers for troubleshooting issues related to the computers (Desktops and Notebooks)

Resolving software related issues through remote assistance.

Backing up data for the users, in case of No-boot issues.

Resolving the issues related to file permissions.

Providing technical and process training to new recruits.

Providing quality and technical feedback to trainees and recruits.

Evaluating calls and providing quality scores to the production team.

PERSONAL PROFILE:

Name: Suresh Babu

Date of Birth: 14-10-1986

Residence: 1123, Maui Tower, Azure Urban Resort, West Service road, Paranaque

Hobbies: Aqua scaping, Fishkeeping.

Cell: +639*********

Email: adhyjv@r.postjobfree.com Signature

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