Nortel Networks. Oct 08 to Till Date
Bangalore www. nor tel. com
Service Delivery Manager
Delivery/ Process Management
SLA Management
Monthly and Quarterly reviews with customers
Managing Voice Infrastructure of a MNC Bank across India
Documentation
Vendor Management
Project P & L

Operations Engineer
Managing help desk IVR for a ISP
Managing south India support
Escalation handling and customer interaction
Weekly reviews with customer
Managing a team of 5 engineers

SYBOR Solutions Pvt Ltd. Jan 07 to Sept 08
Bangalore www. sybortechnologies. com
Service Delivery manager
Delivery/ Process Management
SLA Management
Weekly & Monthly reviews with customers
Product evaluation
Remote Monitoring of client network and Application Support
Managing internal IT support
Documentation
Providing product support to consultants for data/ voice devices

Microland Ltd. Nov 05 to Dec 06
Bangalore www. microland. net
Program manager
Managing a call center with a Team of 50 Members of Desktop/ Network/ Server & helpdesk spread across 3 geographically separated zones
Client and vendor management
Managing SLA & ITIL process implementation
Documentation
Escalation handling
Recruitment and team mentoring
Reviews with clients
24/ 7 operations

** Trained in ITIL and Six Sigma process.

Tech Pool Pvt. Ltd. June 04 to Nov 05
Bangalore
Deputed to Wipro Info Tech.

Implementation Executive
ISO and ITIL process implementation at customer location.

ISeva India Pvt. Ltd. (www. iseva. com)
Site In-charge

Wipro InfoTech Ltd. June 02 to May 04
Bangalore www. wipro. com
(contract)
ISeva India Pvt. Ltd. (www. iseva. com)
Site In-charge
Call Centre IT Infrastructure Management
Process Management and Adherence
Project implementations and movement
SLA Adherence. & Resource management
Vendor & Change management
Helpdesk & Anti-Virus management
Server & Network management
Team Management
Multi site management
Reporting to VP Technology
24/ 7/ 365 Operations
Managing a team of 25 Engineers, which includes L1, L2 & L3 Engineers (Data & Voice networking/ Server Engineers)

Infosys Technologies Ltd. (www. infosys. com)
Team Leader
Placed at Infosys Ltd. As a Team Leader. Heading the Infosys Internal Call Centre. Providing I & II Level support
Providing technical support on VPN, Outlook trouble shooting. Network connectivity. Secure ID connectivity & Logon issues

QSupport Technologies Aug 01 to June 02
Bangalore www. qsupport. com (organization closed)
Sr. Support Engg.

First Ring India Pvt. Ltd. Aug 00 to Aug 01
Bangalore www. fir string. com
eSupport Analyst
Developed screen walk through using html there by increasing the agent productivity by 20% and reducing the on call time by 25%
Certified for handling US customer and was one of the first 6 people to handle voice support

Acharya Institute of Nov 98 to Aug 00
Management and Sciences www. acharyainstitutions. org
Bangalore
Systems Administrator
Vendor Development and interaction
Network printer installation
Installation/ Configuration of windows NT/ 9X, Linux
Designed the network
Hardware maintenance
Managing a team of 4
Installation/ configuration of Windows thin Client network
Proxy and firewall maintenance
Project guide for MCA students

Intech Computer Care Feb 97 to Nov 98
Bangalore
Customer Support Engineer
PC Assembly and troubleshooting
Network Maintenance (Windows NT & Novell NetWare)
Network Design and Implementation
Remote trouble shooting network (voice)

Blue Dart Express Ltd. Sept 94 to Oct 96
Mysore www. blue dart. com
Computer Operator
Network Installation and Administration Novell NetWare 3x.
Ensuring network uptime at 99%
Local Oracle connectivity trouble shooting
Data Validation
LAN/ WAN monitoring
Database/ Hardware maintenance
MS-Mail server Administration (remote post box and user mail box creation)
Connecting using alternative means when WAN link down
Helped in getting timely payments from major customers. And increase revenue by 10% for Mysore Area
Awarded the best employee (EDP) for the month of DEC94 on an all India Basis.

2 years of teaching experience.

Technical

Operating Systems and Platforms Windows Server 2000/ 2003, Windows Xp Pro/ 2K Pro/ NT, Novell Netware 3x/ 4x.
Exposure to Linux, Solaris 8. x
Messaging MS Exchange 2003
Enterprise System Management Products Exposure to HP OVO and NNM.
NetIQ AppManager 7. 0, Directory Resource Administrator,
Everest (DMX Product)
Helpdesk Software HP Service Desk, e Helpline (developed by wipro), Helpline (developed by Micro land)
Data and Voice Knowledge of Nortel Meridians and Passports, Cisco 3600/ 2600 Avaya PBXs/ Nortel CS1000 E, 11C, 61C