Manager Project

Rama Rao Panuganti

Plot-**, Sri Rama Chandra Enclave

Malkajgiri, Hyderabad, India-500047

**********@*****.***

Cell:+91-994*******

 ITIL V3 Foundation Certified, dedicated service delivery and implementation manager with 6+ years of experience in Management of IT Services.

 Respected builder and leader of customer-focused teams: Instilled a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and service operations policies, SLAs, OLAs having sound understanding of ITIL methodology

 Optimum usage and experience in ITSM Tools such as BMC Remedy, Manage Now, Citrix for actively documenting and following up with the different teams throughout the globe

Areas of Expertise

ITIL Framework

Change and Problem Management

People Management IT Operations Management

Processes and Applications

Capability and Maturity Models of IT Teambuilding & Training

Project Management

Office Tools such as Excel & Visio

Professional Experience

ProcessMAP Infotech Pvt Ltd, Hyderabad April 2008 to present

Asst. Manager, I/D Services, January 2009 to Present

Promoted to Implementation & Delivery Services Team to influence and advise internal and external customers, at all management levels regarding the availability, changes, releases, configuration and functionality, operations, functions and structure of IT Services and processes.

Selected Contributions:

 Helped facilitate the use of the ITIL framework and actively contribute to and participate in problem identification and severity assessment as well as the overall Incident and Problem Corrective and Preventive action methodologies.

 Successfully maintained timelines and corrective actions along with other aspects of the Problem Management process, and provided management information and recommendations for service improvement, working with various ITSM Processes.

 Contributed to the overall support and stability of our application and the organization through the effective and efficient execution of the Problem, Change, Configuration and Release management process.

 Monitor queues of tracking tools, CMS and CMDB, KEDB and identify areas for analysis and report the recommendations to the various ITSM functions and processes.

 Actively participate in Change Schedule, planning and approval of releases for the Priority changes in the environment

 Check, monitor the trend of Problem areas and suggest for Preventive action items helping the teams meet SLAs, OLAs and SLTs keeping in view the Impact and urgency of requirements

ProcessMAP Infotech Pvt Ltd, Hyderabad April 2008 to January 2009

Asst. Manager, Application Support

As Analyst III, responsible for coordinating activities after hours within IT as required in a direct or indirect reporting structure, primary IT escalation point for Incidents detected by or reported to the IT Service Desk.

Selected Contributions:

 Actively support and facilitate the use of Incident Management processes and procedures

 Liaise with all internal IT teams

 Coordinating the rapid recovery of incidents in a 24 by 7 environment.

 Coordinate the communication of planned infrastructure outages as well as unplanned major infrastructure problems

 Demonstrated advanced troubleshooting skills.

 Ensured affected users and management receive updates and resolution notifications.

 Help facilitate the use of the ITIL framework and actively contribute to and participate in problem identification and severity assessment as well as the overall Incident and Problem resolution.

Previous Positions and organizations:

Remote Support Executive, IBM India Ltd, Hyderabad April ‘05 to Apr ‘08

Role involved the active participation in the coordination of IMAC process lifecycle for asset management, for tracking the change, problem and Request tickets.

Selected Contributions:

 Responsible for Monitoring, tracking, follow up and closing the Installation, Addition, Movement and Changes of Assets in the client’s environment

 Liaison between the desk side technicians and the asset management teams throughout the globe to make sure the configuration items are properly tracked, updated in database and the requests are closed.

 Trained and guided new joiners and document process changes and improvements

 Assisted the team lead to identify the Key Performance Indicators for team goal setting, progress achievement of individual as well as team’s respective metrics

 Optimum usage of Online tools such as Generate reports and track the metrics and submit to management for review

 Process updates and communication with the different teams.

Technical Support Executive, CLI3L, Bangalore November ‘04 to Apr ‘05

Provided comprehensive remote support for international customers for Printing and scanning products and sales support

Key Contributions:

 Trouble shooting basic end user computer hardware/software/Internet connectivity issues

 With responsibility for the timely documentation, escalation (if appropriate), resolution and closure of tickets.

 Routed the ticket to the site engineer’s queue for outages/hard ware related issues

Contributed knowledge-base articles for USB Printer issues

Education

JNTU UNIVERSITY – JNTUECE, 5/04

B.Tech. in Electronics and Communication

Concurrent Employment with College Studies:

Certifications and Recognitions

Certification: ITIL V3 Foundation Certification — EXIN(Candidate Number 628) 7/7/2008

Training: ITIL V3 Foundation Certification Training.

Project Management (PMI Partnership Program)

Lean Six Sigma

COBIT

SAN

SAP

Automated Software Testing(QTP, Selenium)

Awards and Recognitions:

1)NCC ‘C’ Certificate Holder, Represented Andhra Pradesh at NCC Republic Day Camp, New Delhi, 1998, leading Secunderabad A1 Contingent

2) Held as Contingent Leader in NCC at State Level and National level Camps

3) Shift support Lead at IBM

4) Team Lead at ProcessMAP for Application Support

5) Asst. Manager for Implementation and Delivery at ProcessMAP

6) Awarded Agent of the Month at CLI3L for consecutively 3 months

7) Best Team Player Award at IBM IGA Monet

8) Star Performer for 2009 at ProcessMAP Infotech Pvt Ltd

Recommendations:

“I've worked with Ram on various aspects of ongoing projects and have found him to be an invaluable asset. He is proactive, tenacious and has a wonderful can-do attitude. He is versatile in his abilities and constantly strives to provide above and beyond what is required. Attention to every detail of our projects is ensured and followup for deliverables is consistent. He has wonderful attitude towards his team members and it is indeed a pleasure to work with him. I highly recommend Ram.” April 14, 2010

Saira Kaizad, Project Manager, ProcessMAP Corporation

worked directly with Ram at ProcessMAP Infotech Pvt Ltd

“Ramarao is excellent IT Professional that understand well how technology work and how client need to have an efficient use of the system that they aquire. He is currently working with me from the India Office on the coordination of all the Customer Issues that are presented and following up with the team to make sure we offer solutions in a timely manner. He understand the sense of urgency that demanding customer around the world have for the system and work along with me and the Client Services Team in the US to make sure all stakeholders are engage and the proper comuunications and expectations. It is a real pleasure to work with a such a proactive IT Professional. Regards, Aaron Abella” April 8, 2010

Aaron Abella, Manager - Implementation and Support Services, ProcessMAP Corporation

worked directly with Ram at ProcessMAP Infotech Pvt Ltd

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