PROFESSIONAL SUMMARY:

• Total of 10+ years of IT experience of which, 7+years experience in Service Desk, Onsite services, Deskside and Infrastructure - Operations / Project Management
• Work Experiencein IT Infrastructure Management and Technical Support.
• Excellent Consulting, Interpersonal and Communication skills, technically competent and result-oriented with problem solving skills and ability to work independently and use sound judgment.
• Proven ability to work under pressure, prioritize and meet deadlines. Open to dynamic work environment and ability to work collaboratively with business analysts, testers, developers and other team members in the overall enhancement of software product quality.
• Excellent business development skills, Ability to travel to client sites, Quick Learner and highly adaptable.
• Unparalleled enthusiasm for computers, technology and client satisfaction.
• Extensive subject matter expertise in IT Services Management (ITSM).
• Strong experience and interest in giving presentations and s in the group and at corporate level.

PROFESSIONAL EXPERIENCE:

Confidential

Strategic Account Manager

Responsibilities:

• Primary/Key point of Collaboration during the “Go-Live” period to facilitate new clients (Enterprise Hospitals, Department of Health centers) in adopting the software (EMR /PM along with other companion products)
• Lead the ongoing relation for the top 25 critical accounts
• Initiate, Plan and execute various product roll outs for upgrades and enhancements.
• Forecasting resource requirements (work efforts), planning with cross functional teams, implementing SIP’s
• Driving the efficiency and effectiveness of the incident management process and team via restoration of normal services as quickly as possible, with minimal impact upon business operations
• Developing proactive problem management activities to correct underlying causes to problems and prevent those problems from happening repeatedly

Confidential

Program Manager

Responsibilities:

• Lead delivery of Confidential services consistent with the terms and conditions of the supporting program contractual instruments for Service Desk Operations, Onsite and Deskside services,
• Responsible for the successful planning, implementation and management of the contracted services where success criteria include meeting cost, schedule, performance and quality requirements.
• Ensure global standard operating policies and procedures are functionally in and effectively employed by subordinate organizational units.
• Serve as single point of escalation for client issues coordinating with subordinate managers and/or vendors to resolve schedule, technical or operational problems.
• Develop and administer budgets, schedules and performance standards consistent program contractual terms and Confidential objectives.
• Assists in the development of overall objectives and long-range goals for the Service Delivery Management Team

Confidential

Project Manager

Responsibilities:

• Current role involves project managing IT outsourcing business in Infra structure management and Service Desk in General
• Lead/direct a multifunctional team from Project starts to Closure.
• Prepare / Coordinate / Facilitate all documentation pertaining to Transition
• Lead organization initiatives as identified and assigned
• Perform pre-sales activity (response to RFP / prepare customer presentation as assigned)
• Work closely with the Region Project Manager on all the Project Activities. Build the required level of relationship to facilitate an open channel of communication with counterparts.
• Acquiring information relevant to the Transition Transformation, completing DD Activities and Report out the understanding/ Solution Design
• Discuss/firm up with the Project Managers on the CO’s around SLA’s, Volumes, Scope and Headcount requirements to ensure that the quality of deliverables are achievable with respect to timelines and costs
• Co-ordinate/Collaborate with other support functions in order to ensure a smooth transfer of the process within the stipulated timelines
• Periodic review/Monitor progress of the ongoing Transition / Transformation Management
• Establish Operations review / reporting mechanism, communication plan to keep all project coordinators and process owners informed

Confidential

Technical Trainer / Analyst

Responsibilities:

• Proving Level 1 technical support to end users of AOL by total customer experience
• Plan all aspects of & knowledge transfer including developing plans & manuals for the projects handled.
• Manage and monitor the team performance during the till 90 days post the release.
• Ensure smooth day-to-day running of the s and projects handled and prepare a weekly progress report.
• Ensuring effective & timely delivery of the project and highlight any concerns or risks from delivery and application testing, if any.

Confidential

System Administrator

Responsibilities:

• Systems Administration (Network design, layout, planning, Installation, User administration.
• Managing the User account administration, Network shares, Network printers, Exchange Mailbox.
• Responsible for the work flow for branches and network expansions
• Web Administration (Hosting of Web Site, regular uploading of files, remote administration of IIS and NT, upkeep of the portal)
• Managing a team of 12 engineers.