Dec 2019 – Aug 2025 · 5 yrs 8 mos · Hyderabad, Telangana

Aug 2017 – Nov 2019 · 2 yrs 3 mos · Hyderabad Area, India

Jun 2014 – Jul 2017 · 3 yrs 1 mo · Hyderabad Area, India

May 2010 – Feb 2014 · 3 yrs 9 mos · Hyderabad Area, India

• Work Description:
• Worked with Google India Project handling the Internal Support Team (EMT)
• Was leading a team of 20 members, supported approximately 6000 users.
• Handling the daily operations tasks which include Team management and team building,
• Incident Management, Escalation Management and Problem Management.
• Manage Customer escalations.
• Managing projects for IT related deployments and new office openings.
• Provide procurement and asset management services.
• Participate in monthly QA audits.
• Auditing tickets and giving feedbacks to the technicians in order to achieve the quality scores
• as per defined SLA’s.
• Responsible for operations review with the management, thereby analyzing the challenges
• faced on both ends and to provide relevant solutions.
• Provide training & mentoring to technicians in the team and helping for their career growth.
• Perform annual performance appraisal for the team.
• Meeting resource rotation goals.
• Preparing the weekly reports and sharing the same with the management on weekly basis.
• To co-ordinate with the other teams in order to resolve the Critical incidents within the defined
• resolution time as per SLA’s agreed.

Jun 2003 – Apr 2010 · 6 yrs 10 mos · Madurai Area, India

• Work Description:
• To Implement and Maintain ISDN & IP Videoconferencing Systems.
• To Integrate Videoconferencing systems with Projectors and Plasma.
• Software Upgradation for Videoconferencing Systems.
• Providing support for problems either directly onsite, via telephone or Remote administration.
• Design and setup of Small, Medium and Large Enterprises Videoconferencing Network.
• Increase the Sales of various videoconferencing systems and maintain corporate relations.
• Rectifying minor hardware problems in Videoconferencing Systems.
• At Google (MAY 2007 – APR 2010):
• Was Supporting more than 1000 VC users at two different locations at Hyderabad
• Taken care of more than 80 Tandberg Endpoints, Codian MCU & IPVCR
• Installation of new Endpoints and Room Integration
• Supported more than 500 events
• Projects:
• Installed Codian MCU, Gateway, IPVCR and Sony Endpoints for the ISRO project at Delhi for
• Indian Ministry
• More than 30 Telemedicine centers had been implemented all over India by using ISDN and IP
• network, exclusively for Apollo Enterprises Hospitals.
• Implementation of various Videoconferencing systems for Corporates, MNCs, and other
• Hospitals.
• Events:
• Organized more than 50 Videoconferencing events both on ISDN & IP Network.