Customer Service Level Analyst

Objective

Fully qualified IT Service Manager with 12 years of varied experience in both management and IT field in a customer service driven environment and proven record of manage and improve Operations. Great knowledge of business and organization development, management and financial planning and ability to make a significant difference in quality of service and our customer’s satisfaction.

Highlights

Implementation experience with ERP, CRM, and Oracle NetSuite applications.

Led cross-functional customer teams focusing on root cause analysis and developed action plans to improve customer service.

Project planning and technology implementations.

Strong knowledge in End to End Transition.

Strong technical command of Incident, Change, Security and Problem Management

Managing Customer and Vendor Management Relationships.

Accomplishments

Increase service level and average handling technical issues by 21% by developing standards and architectural governance and implementing best practice.

Led 4 successful Project transitions in a year within the Go-Live dates that includes during this Pandemic.

Managing Multiple Projects.

Received Transition Specialist award.

Streamlined the process effectively for clients and reduced the cost by 18% per year.

Was promoted through the ranks from entry level Analyst position to Project Manager.

Education, Certification and Training

•Bachelor of Engineering in Electronics and Telecommunication, MVJCE Bangalore

•Windows Server 2016, 2012, 2012R2, 2008

•Server Management Training

•ITIL 4 IT Service Management

•Project Management internal Training

Career Highlight

Project # 1

Company: Infosys

Location: Bangalore, India

Project Duration: Dec 2021 – Present

Role: Senior Consultant (Project Manager)

Roles & Responsibility:

Handle end to end IT infrastructure service delivery across all customers or projects

Environment: Professional knowledge of function, business unit or country operations. Understand organizational resources, priorities, needs and policies.

Communication/Negotiation: Guide other professionals. Adapt communications and approaches to conclude negotiations with various partners, resulting in common agreements.

Problem Solving: Analyze complex/new situations, anticipate potential problems and future trends.

Assess opportunities, impacts, and risks. Develop and implement solutions.

Contribution/Leadership: Led multi-functional teams, special projects, and multiple departments. Influences people and organizations, including executive management, when issues are complex/difficult and require considerable diplomacy. Considerable latitude in responsibilities to define and decide on tools, processes, priorities and resources following general business unit directives. Recognized as an expert.

Impact on Business/Scope: Accountable for projects and programs involving multi- functional, country-wide teams. Responsible for overall functional program success. Activities are subject to business measurements, impact customer satisfaction, and impact functional, business unit.

Project # 2

Company: HCL Technologies

Client: Axa Group Operations

Location: Manila, Philippines

Project Duration: January 2019 – Dec 2021

Role: Specialist - Operation Manager

Roles & Responsibility:

Lead the support of information technology and infrastructure projects for PH site.

Windows and IOS environment dealing with roughly 500 users.

Thorough knowledge of installation, configuration, use and troubleshooting techniques supporting Microsoft Windows and Microsoft office operating systems.

Manage Level 2 and 3 technical Teams and Point of contact for any IT Escalations from site.

Provides reports after activities like Incident Report, Deployment Reports, platform delivery checklist etc.

Identify, analyze, develop and recommend plans for increased vendor productivity and reduced customer effort.

Regularly review Team performance and Customer/Agent feedback both formally and on a proactive ad-hoc basis with Service Delivery Leadership

Plan and establish a timeline for fulfilling each service request based on its complexity. Manage and clear the backlog of service requests effectively.

Managing user escalations, complaints, reported progress goals suggestions, and all issues to management.

Overseeing all P1/P2 Incidents & changes and user service requests for timely completion

Collaborated with other vendors while handling Incident Management & Service Requests

Creates /Update /Review documents related to troubleshooting, resolving incidents.

Managing staffing and responsibilities of the team including hotline, workflow, holiday and weekend coverage.

Achievements in the Project

Received Best Mentor award

Received several client appreciations.

Completed tasks before schedule in a regular basis.

Project # 3

Client: Axa Tech

Location: India and Hong Kong

Project Duration: June 2015 to Jun 2018

Role: Team Lead

Project # 4

Client: Tesco HSC

Location: Bangalore, India

Project Duration: Jan 2011 to June 2015

Role: Operations Support Officer

Declaration

I hereby declare that the above written are true to the best of my knowledge.

Sridhar C

S SRIDHAR CHINNAKKALAI

IT Project Manager

Bangalore, India

Phone : +91-809******* Email: ********.***@*****.***

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