Pradeep Nene

+91-983-***-**** / adpepk@r.postjobfree.com

Skype: pradeep.nene

linkedin.com/in/pradeep-nene

Profile Summary

Over 19 years of progressive experience in IT Operations, Service Delivery, IT End User Support Management, Service Desk Management, Vendor Management and IT Assets Lifecycle management across IT, Pharma, Fashion Retail & Healthcare domains.

Successfully set up IT Operations to provide round the clock business support, identified areas of service improvement & implemented SIPs, achieved cost optimization, inspired and lead team members.

Good understanding of contractual obligations, experienced in managing IT vendors, maintain & test BCP plans.

Relationship builder & flexible, excellent inter-personal, communication and organizational skills with proven abilities in training and stakeholder management with exposure to working with multi-cultural, multi-location teams and matrix environment.

Certified in Microsoft Azure, Agile Scrum Foundation, IT Asset Management, Six Sigma Green Belt and ITIL.

Professional Experience

Sep 2020 – Till Date at HotelKey India Pvt. Ltd., Pune, India as Senior Business Analyst

Started as an Account Manager for client who is an International group of hotels. Responsibilities included understanding client business needs & requirement gathering, analyse functional specifications, API testing using Postman, functional testing for HotelKey PMS Web app, identifying bugs & gaps. Successfully setup the pilot property configuration as per the agreed client specifications and supported the Go Live for this property.

Currently, working as Client Services Manager, managing a team, and providing support for multiple clients across US, Canada & India.

Managing the Global Service Desk for HotelKey cloud-based applications like PMS, CRS, RMS and POS, supporting more than 2500 properties globally, including hiring & performance management of the Support team.

Managing a team of 70, comprising of BU Leads, Team Leads, L2 & L1 support agents, providing 24x7 support via Voice & Non-voice processes (E-mail & Chat). The Support team handles about 7000 inbound calls per week, other than chat & email interactions. Achieved the SLA targets while working remotely due to Covid restrictions, through continuous monitoring of the call queues, appropriate resource allocation and call management.

Responsible for staffing & performance review of the Service Desk team. Setup the quarterly Rewards & Recognition policy for the Support team.

Successfully implemented the Zendesk-Slack integration, eliminating the manual posting of ZD tickets on Slack channels for review, thereby saving approximately 2-man hours per shift.

Wrote report queries for Zendesk Explore to replicate the reports from the legacy system.

Providing daily & weekly reports to the Management including Support data like tickets, calls, SLAs, FCR statistics. Chairing weekly support meetings with Enterprise clients. Produce UML flow diagrams/process maps for the management as required.

Working with internal teams spread across geographies namely US, Macedonia, Kosovo, Pakistan & India.

Aug 2016 –Aug 2018 at Evolent Health International Pvt. Ltd., Pune, India as Enterprise Operations Manager

Setup NOC Operations for Evolent Health to provide support for Claims processing teams based in India & the US.

On boarded a 30-member team comprising of multiple functions - Applications Support, IT Infrastructure Monitoring, and Data Operations.

Lead IT operations transition from outsourced partner to in-house team - enhancing the support coverage hours by providing 24x7 support.

Identified daily batch jobs which could be optimized for performance and got them automated. This eliminated human error and saved 8 man-hours per day for the Data Operations team.

Chaired the daily IT Operations stand-up meeting between on-shore & off-shore teams for review & action on critical tickets. This helped the team to focus on tickets requiring immediate action and provided the Management with valuable updates and reports.

Arranged for regular trainings & interactive sessions for India Data Ops team to understand the changes in Client processes and data processing techniques. This improved troubleshooting capabilities of the India Data Ops team and helped them to be in sync with the US team.

Aug 2015 - Jul 2016 at House of Anita Dongre Ltd., Mumbai, India as IT Operations Manager

Lead IT end-user support operations for the leading Fashion House in India with 170+ retail Stores, 3 Regional offices, 2 Ware houses and the Head Office covering a user base of about 1000 employees.

Managed an in-house IT Service Desk team of 7 analysts and 3 regional field support leads, providing daily operational support. Managed periodic performance reviews & appraisals for all team members. Attended IT support calls for C-suite and VIP users.

Managing and forecasting for annual IT operations budget.

Implemented standardization of hardware used across the organization resulting in improved end user support.

Slashed the IT maintenance costs by approximately 26% by consolidating the IT & IT FMS providers to just 2 service providers for pan India locations. This helped the Service Desk team to save time spent on following up with multiple vendors on daily basis.

Secured the POS systems data by ensuring that the stores data is backed-up to a central server instead of local back-ups. Maintained compliance by ensuring no unlicensed software is in use and IT security policies are implemented & monitored.

Planned and supervised the setup of IT infrastructure for new retail stores including provisioning & support for Point of Sale (POS) machines, laptops/desktops, CCTV & DVR system and UPS systems.

Successfully migrated the Customer Care Management System from simple Excel sheet to a fully functional MS Dynamics CRM based Case Management System for the Customer Support Department (role involved business requirements gathering, scope definition, vendor co-ordination and post implementation support). This resulted in better management of customer queries, complaints, and customer loyalty points by the Customer Support Department.

Sep 2011 – July 2015 at GlaxoSmithKline Pharmaceuticals Ltd., Mumbai, India as Assistant IT Manager

Managed an outsourced technical desk-side support team, providing pan India onsite as well as remote 2nd line End User Support for 1200+ users having computers and 3000+ device-less users, working in coordination with Global teams and outsourced service providers to ensure incidents/ problems are resolved within SLA’s. Provided support to VIP users for new device setup and IT issues.

Implemented the managed print services for Worli site, India; consolidating the number of devices with an estimated cost savings of 40%.

Successfully carried out deployment of Windows 7 across South Asia cluster for 2400 devices and achieved set target.

Analysed the BMC Remedy data for SA cluster and presented the same during the monthly South Asia Cluster Service Review meetings; suggesting and implementing SIPs for improving end user satisfaction.

Chaired the weekly service review meetings of local desk-side support for Sri Lanka.

Managed the inventory of IT assets by keeping track of all AMCs & IT hardware lifecycle management.

Negotiated with global and local 3rd party IT vendors. Raised purchase requisitions for IT equipment through JDE ERP system, liaison with vendors such as HP, Dell, RICOH, OBS, and other local service providers for delivery of equipment and services.

Interfaced with the global teams for successful rollout and implementation of Global Initiatives in South Asia cluster.

Provided guidance on usage and support to end users for MS SharePoint. Advise and encourage users to adapt digital channels for business – like use of Global Content Management System instead of maintaining hard copies of documents.

Successfully implemented the meta-data view for the EIS-BP regional SharePoint portal.

Jun 2010 – Aug 2011 at Polaris Software Lab Ltd., Mumbai, India as Team Leader

Served as an Incident Manager on a leading MNC Bank project, a customer facing role.

Improved the SLA adherence by 20% by consistently meeting SLAs for the Helpdesk and improved on CSAT levels.

Ascertained timely acknowledgment, analysis of tickets, assigned to concerned teams & queue management of tickets.

Chaired bridge calls for open issues discussion between Client and Internal Teams.

Led a team of 12 Operations Engineers. Managed shift schedules for the Operations and App Support teams.

Prepared and sent the daily call stats report, weekly trend analysis and monthly MIS report to the customer and internal stakeholders.

Prepared and maintained the documentation of resolution/work-around for future reference as part of KEDB.

Previous Experience

Dec 2007 – Jun 2010 at Unisys India Pvt. Ltd., Mumbai, India as Customer Engineer - 4

Nov 2006 – Dec2007 at Pentech Business Management Pvt. Ltd., Navi Mumbai, India as IT Executive

Jun 2000 – Nov 2006 at Celestine Solutions (India), Mumbai, India as Senior Engineer

Sep 1999 – Apr 2000 at Zenith Computers Limited, Mumbai, India as Customer Support Engineer

Volunteer Experience

Dec 2019 – Present at Robin Hood Army as Volunteer

A volunteer based zero funds organization that works to get surplus food from local restaurants & eateries to the less fortunate sections of society in cities across India and 12 other countries. I am actively involved in the food collection & distribution activities in my neighbourhood and nearby areas.

IT Skills

Platforms: Windows, Mac

Productivity Tools: Google Workspace, Office365

Incident Management Tools: Zendesk, Remedy, JIRA

Collaboration Tools: Confluence, Microsoft SharePoint

Communication Tools: Slack, WebEx, Skype for Business, Jabber

Certifications

IT Asset Management Foundation from GSDC, August 2020.

Microsoft Azure Administrator Associate, Microsoft, August 2020.

Certified Agile Scrum Foundation from GSDC, July 2020.

Lean Six Sigma Green Belt from TUV Global, February 2018.

ITIL Intermediate Service Transition from AXELOS, July 2014.

ITIL Intermediate Service Operations from AXELOS, August 2013.

Academic Details

BE Electronics (Honours) from University of Mumbai, May 1997

Diploma (Industrial Electronics) from B.T.E, Maharashtra State, May 1994

Visa Status

US B1/B2 visa valid until August 2026

Contact this candidate