Sep 2011 – Jan 2012 · 4 mos · Bangalore

• Headed the Helpdesk Operations for Client- Comcast which covers
• Hardware, Application & IT Operation Support
• End User Services - Developed a team of 70, serving 1, 00,000 End users across USA
• Setup the Support Operations, mentioned above: Lead the hiring, training, transition and ope rationalization
• Effective communication on daily operations with Business, Participation in Monthly / Quarterly Business Reviews.
• Responsible to set goals and do annual appraisal for the team - support the team to achieve their goals in respective time frames
• PAAS – Platform As A Service – Helped roll out the ITIL Comprehensive tool – IPCENTER (a proprietary ITIL tool of IPSOFT) in the Client’s Environment. This includes Incident Management, Problem Management, and Change Management, Asset Management, Process work flows and CMDB.

Apr 2007 – Aug 2011 · 4 yrs 4 mos · Bangalore

• Headed the IT Operations for SE India (Manufacturing, Commercial, R&D, Customer Care Center & Warehouses) which covers IT Infrastructure & Support
• Setup an IT Support team team of 70, serving SE users across India and APAC.
• Developed DR (Disaster recovery) - 99% availability of data.
• Data Center Management - Implemented Nortel Symposium, Call Pilot & NAS server with VERITAS Backup Technology.
• Was Responsible for
• Developing IT process and policies.
• Infrastructure and Asset Management.
• Project Planning, Budgeting & Execution.
• Integrating systems and processes of new acquisitions like Areva, Zicom, APC,
• Conzerv, Meher etc.
• Planning and setting up IT Infrastructure, resource and support model for relocation projects.
• Vendor Management for procurement of IT infrastructure.
• ITIL – Implemented Incident Management, Problem Management, Change Management
• Asset Management, Service Request and Process work flows, BMC Remedy 7.6 Incident, Service Request, CMDB and Asset Management.
• Planning and recommending, ITIL concepts to the business.
• Streamlined the processes for IT department and inventory procurement.
• Project Management – Some of the key Projects which I executed
• 1. Global IT Service Desk Implementation (L1 Voice) to support global customers.
• 2. Integration of IT System/Consolidation of IT Resources of Mergers and Acquisitions.
• 3. Cost Savings project which saved about 100K USD YOY consistently.
• 4. Regional Customer Care Implementation to support India Customers.
• 5. 14 Facility Relocation Projects.
• One Tool – Key member in one tool Development Team.
• 1. Designing the support portal for end users.
• 2. Built Service Catalogue for the tool.
• 3. Built Knowledge Management Database that is integrated to the tool.
• 4. Leading global team in CMDB.
• 5. Customized Remedy 7.6 Tool with Column Technologies (Vendor) for Schneider Electric needs.

Mar 2004 – Mar 2007 · 3 yrs · Bengaluru, Karnataka, India

• Manage Client Support and infrastructure
• Mentor/Supervise agents.
• Ticket reviews, Quality checks and calls Audits.
• Handle escalations.
• Interact with Management to review performance, SLA Metrics and provide daily updates.
• Develop process and technical knowledgebase documents for the reference of analysts so that they equip themselves to handle calls more efficiently.

Jan 2002 – Jan 2003 · 1 yr · Greater Bengaluru Area

• Support for Dell Machines