PROFESSIONAL SYNOPSIS
A qualified IT professional with over 12+ years rich experience in cross-functional arenas, including IT Management, Technology Administration, Consolidation and Standardisation, IT Project Management. Currently worked as Service Delivery Manager with Progressive Infotech Pvt Ltd Currently Handed Service Delivery with 2 Group Leaders and 30+ Engineers. Leadership strengths include ability to effectively organize teams and departments; capability to cut across functional & technical boundaries to achieve project goals; leads by example and effectively utilizes hands on management. Adept in multi location Installation & Implementation of IT Infrastructure set up, management and Technology Resource Administration across south. Certified in ITIL Foundation & CA Unicenter Service Plus Service Desk Certified. Effective leader with good communication, team, interpersonal & analytical skills.

KEY TASKS HANDLED ACROSS TENURES;
 Handling large project teams to deliver projects on schedule.
 Lead Service Delivery/ Implementation of project at client locations as per agreed Key Performance Indicators
 IT Infrastructure Service Delivery and Support including Service desk, Problem & Incident Management, Service Level Management, MIS analysis, Resource Management, Productivity Measurement, Stores coordination, Logistics, etc.
 Selecting, evaluating and implementing effective systems including hardware, software & Resources.
 Managing resource allocations and setting up of communication channels across the various horizons of the organisation structure.
 Implementation of project plans within pre-set budgets and deadlines

CAREER HIGHLIGHTS
Sep 2007 - Jul 2008 Progressive InfoTech Pvt Ltd Service Delivery Manager ( TN & AP)

Meeting business requirement and implementing support activity without having an Escalation. (SLM)
Accountable for ensuring SLA compliance through continuous monitoring of service levels and proactive correction of processes in case of non-compliance. The KRAs covers managing client communication, risk, issue management, assisting business development (including proposal creation, estimation).
Managing the tech team and ensure availability of resource.
(Availability Management)
Coordination with outsourced vendors on Leased line, UPS & Warranty support.
Performance review meeting with client using MIS. (Service Desk)
Monitoring engineers productivity and Handling Hierarchical escalation.
(Incident Management).
Auditing Assets availability as specified in CMDB.
90% in C - Sat.
Engineers Skills enhancement.
Timely appraisals and confirmation of the subordinates.
Customer Retention.

Distinctive Highlights;
o Responsible for IT Service support, delivery.
o Handed major clients like AIG, Techmahindra, Asahi Glass, Avaya Global, Fidelity, NTPC, NIC, Ericsson, Kotak Mahindra, Emaar MGF, Dabur India, ASK Wealth Advisory... etc belonging to various verticals.
o Carried out 24/ 7 * 365 days support includes Gold, Silver, Platinum type of support.
o Responsible for motivating subordinates thru providing training, promotion, profile change etc.
o Conducting monthly Performance Review meeting at all the sites with customer.
o Conducting monthly team meeting with all site engineers along with their Group Leader
o Maintained the customers with higher level of satisfaction.
o Involved in new business costing, planning and budgeting.

March 2000 to September 2007 CMS Computers Ltd., Sr. Territory Manager

August 1995 to March 2000 GKV Computers Pvt Ltd Sr. Customer Support Engineer

CORE COMPETENCIES
Managerial
- Project Management - System Administration - Service Delivery Management
- Account Management - Resource Optimization - Process Management

Functional
-Project Scheduling and Analysis -Project Set up and Stabilization
-Effort & Cost Estimation -Infrastructure Management
-ProcessImprovement

Technical
OS : SCO Open Server, SCO UNIX Ware, Windows NT Server 4. 0/ 2000 Advanced Server, Novell Netware (2. 2, 3. 11, 3. 12, 4. 11, 4. 2, 5. 0), Win NT Workstation 4. 0/ Windows 9x/ 2K Professional, MS DOS 6. 22
Servers : IBM Infinity Server, HP/ Compaq Proliant, Acer Altos and Wipro Servers
Networking : Hubs, Switches, Terminal Servers (Wipro)
EDUCATIONAL CREDENTIALS
Diploma in Electronics and Communication Engineering from Thiru Ramakrishna Nallamai Polytechnic, Dharapuram, Tamilnadu.
PROFESSIONAL CERTIFICATION
ITIL Foundation Certificate in IT Service Management
Certified in Unicenter Service Support Foundations: Partner Certification