May 2014 – Mar 2017 · 2 yrs 10 mos

• Resource Management - Demand and Capacity
• Preparing daily/weekly/monthly reports, Dashboards & Slide Decks
• Audits/Checks performed on all requisitions
• Weekly reviews with Worldwide Resource Lead Team
• Monthly Demand and Capacity reviews with VP
• Contributes to priority projects by adding creative insights and developing recommendations
• Leads complex data and business analyses to develop business plans, and identifies recommendations and insights.
• Establishes the metrics required to measure business performance, and develops the process for identifying and addressing performance gaps

Oct 2011 – Apr 2014 · 2 yrs 6 mos

• Performing Monthly/Quarterly service Delivery review by Technologies (Wintel/Unix/Database/Backup/Storage/VMware).
• Monitoring SLA Metrics including contractual KPI.
• Create Action logs (or) corrective actions and drive towards closure
• Reviewing all documents relating to 20K and 27K as part of Eveready Audit
• Mentoring CIP’s and ensures teams communicate to Customer/Account teams.
• Complaints and Escalations are owned driven to closure
• Successfully completed the Green Belt Project on Improving Server Availability for coverage on Data.
• Ensuring all data required for BSC reviews (India/Service lines/SDE) are made available on time with the required Quality
• Playing the Role of Reporting SME in creation of new reports and also ensuring in training the reporting team members on these reports and ensure all reports are published in time without Data quality issues.
• Coordinate/Manage the activities of the SDE Reporting Team. Reporting team is responsible to publish reports to Center /internal based on the category.
• Adhoc Reports provided as per Management requirements.

Jun 2010 – Sep 2011 · 1 yr 3 mos

• Automation on reporting activities
• Primary Data Contact for any reporting requirements
• Conducting Monthly Incident,Problem,Change Review at BS-India Cluster level
• RTPA & ESL compliance Tracking.
• Analyzing on Customer Metrics like ASAT,SXD,Escaltions and CCMS at BS-India Cluster Level
• Analyzing on Opex –metrics like Incident Management, Problem Management, Change Management and CMDB Compliance.
• Publishing proactively multiple reports on BS-India level on Processes and Customer Metrics.
• Participating in CIP,SDR’s at Operations level
• Ensuring all data required for BSC reviews (India/Service lines/SDE) are made available on time with the required Quality
• Adhoc Reports provided as per Management requirements.

Nov 2008 – May 2010 · 1 yr 6 mos

• Analyze daily, weekly and monthly call center operations data and recommend action plans
• Provide reports to business partners on a daily basis
• Prepare in depth analysis of business operations
• Establish measures and define reporting methodology of business and process performance; develop,implement,and report business results as appropriate
• Assist in the development of the Operations Business plan. Monitor and report the implementation, status and performance to goal
• Identify process improvements, cost saving and productivity opportunities within the operations organization
• Utilize Project management methodology in managing assigned Tasks.
• Development and documentation of project Charter, scope, milestones, and resources.
• Establish Operational improvement priorities with the business owner

Aug 2007 – Oct 2008 · 1 yr 2 mos

• Assisting the Team in Troubleshooting which includes the support areas – User account Management, MS products, Exchange server 5.5, Networking, Engineering tools, Domain migration etc.
• Handled the knowledge transfer of the IT infrastructure and relevant support requirements for the clients.
• Handling direct client escalation in case of situation which needs to be resolved quickly
• Coordinating with different teams to provide solution covering the complete areas of IT infrastructure support for client
• Generating Reports Globally for the Account using the tools OVSD, EV, Hyperion & providing it as presentation files to all the ADM, SDM, DDM which are shared with Customer during weekly review meetings.
• Direct interaction with the Clients in the review meeting which were held every week to discuss the performance presentations of the Team.
• Act as an bridge between the Account Tower & GSD Tower by providing Ad Hoc requests of Data Dumps
• Based upon the requirements act as an Business Analyst & Data Analyst

Mar 2006 – Jul 2007 · 1 yr 4 mos

• Infrastructure Support for an MNC with 17 Wan Connected Branches & 10 Non WAN Branches
• Application Services includes installation, trouble shooting up gradation & maintenance
• Hardware & Software includes installation, troubleshooting coordinating with service provider for replacement
• Wan Related Activities includes monitoring the bandwidth, coordinating with service provider
• Backups include monitoring, scheduling jobs, media management & Problem management.
• Networking includes Factory network support.

Mar 2005 – Feb 2006 · 11 mos · Chennai Area, India

• Installing, Configuring and Maintenance of Windows 2000 Server, SQL Server2000, Windows Exchange Server 2000, Windows 2000 and Windows NT 4.0 Servers and Workstations.
• Involved in installing BDC server for Branches and connectivity through Routers, modems and Web switches
• Planning IP network design, implementation and evaluation of LAN and WAN
• Configuring and maintaining DHCP Servers and DHCP Clients
• Involved in Wan Connectivity between Factory and Branches all over India and coordinated with Service Provider
• Maintaining all Network and Hardware Problems like Server Communication client configuring database maintenance