Technical Manager

A pragmatic IT Service Management Professional with a focus on execution and drive for results. With almost 6 years experience in IT Service Management for High Tech companies, I have executed on a variety of fronts:

• Leadership of Pre and Post Technical Service Teams for global high technology companies (Pearson US)
• Service Business Development - HCL
• IT Management – Sebros.
• Client Management – HCL, VCustomer.
• Customer Service Management.
• Service Readiness
• Service Training

• Leading team in maintaining Windows server, running the entire server test cycle, preparing system test results and delivery schedule, analyzing defects and resolving them on the spot.
• Providing sessions on new updates, guiding the team in establishment of project operational processes.
• Monitoring the progress of work at individual level and helping the team to understand crucial intricacies of the process to deliver a defect-free cycle within the given time frame.
• Managing offshore - onshore server and quality related issues.
• Maintaining process severities as per the standards.
• Assurance of timely completion and delivery of the work assigned.
• Responsible for allocating work among my team and managing the work force distribution.
• Communicating with department managers, identifying business requirements and proposing an IT Solution respecting budget and time constraints
• Hardware and Software asset register to establish software license compliance.
• Providing solution and continually tracking physical and virtual equipment on the network.
• Responsible for improving IT planning and facilitating budgeting.
• Maintaining the SharePoint of the company.

• Worked as Business analyst responsible for Gap Analysis, Client interaction and interaction with the infra teams for testing and implementing the applications within the given time frame.
• Diversified experience through leading and working with cross-functional teams from different nationalities and organization.
• Process Documentation- Reviewing and updating existing road maps as discussed with clients and further down implementing change within the process.
• Participating in Con-calls with the clients to discuss process requirements.
• Managed service delivery, quality assurance, client management and people management related functions as per the SLA.
• Responsible to create Training modules and process setup and transition.
• Maintained KRA Report for team members on weekly & monthly basis & coordinated with reporting manager.
• Responsible for MIS Reporting.
• Identified training needs through quality check & conducted programs to enhance operation efficiency of the entire team.
• Was responsible to prepare monthly forecasting, resource utilization and schedule variance reports.
• Conceptualized & implemented strategies to enhance operational efficiency and ensured adherence to all set of parameters to enhance the efficiency of various aspects of the service delivery cycle.
• Cost analysis and resource planning done through Microsoft project planner.
• Providing process training to fresh talent while managing the new process setup.

• Responsible for providing technical support to business clients in virtual environment.
• Boundary of support also includes managing business severities through incident management.
• Communicating with other vendors (IBM, HP) of Pearson to adhere process business severities as per the given service level agreement.
• Maintaining track record regularly for different severities within different compliance.
• Regular Client interaction to implement new changes within the organization.
• Providing Offsite support for client applications running on Macintosh and windows.
• Monitor created incidents on daily basis to maintain SLA.
• Responsible for creating problem reports on daily issues and used to maintained the Knowledge base.
• Creating reports and analyzes incidents reported daily to maintain quality.
• SME in handling technical issues.
• Involved in additional initiatives – organizing programs to enhance operational efficiency of different teams.
• Mentor new hires to enhance their technical expertise.
• Responsible in organizing and managing trips outside organization for different teams.

• Successfully mentored and groomed over 20 fresh analysts.
• Supervised team in attaining a goal of 100% SLA continuously for 3 weeks.
• Awarded the Title “You can make, the impossible look possible” from Dep’t. Head (HCL) in Nov 2008, for extraordinary contribution to project work.
• Promoted for exceptional work by management.
• Implemented changes within the standard process to attain work life balance for the teammates.

• Use to support home based customers and business clients.
• Handled issues related to wireless & wired Network.
• Support all Cisco-Linksys Wireless routers - WRT54G, WRT54GS. Etc.
• Experience in generating leads and penetrating new sales accounts.
• Experience with Enterprise Architectural sales.
  
  • Support gaming consoles like xbox & playstation with the Linksys routers.
  • Support Linksys Print Servers and Adapters.
  • Support operating system like Macintosh OS (Tiger), Windows XP.
  • Support different network components of Cisco-Linksys.

• Use to provide technical solutions to staff.
• Supported issues with Printers and OS - Windows XP.
• Maintaining the Daily Data Backups for different departments.
• Assurance of timely completion and delivery of the work assigned.
• Maintaining hardware and software services within the company.
• Maintaining inventories of technical hardware components used by the staff or during replacements.

• Implementation of DMAIC methodology (Six Sigma) in Lakhani Rubber Works.
• Test solutions using Plan-do-study-Act (PDSA Cycle).
  
  • HP UNIX Certified Administrator.
  • Working Knowledge of Remedy, Peregrine, ARD – Apple remote desktop, Dameware, Cisco Vpn, Lotus Notes, Citrix.
  • Statistical tool: Minitab - Regressions/Probability Distribution/Graphical Charts, IBM SPSS
  • Operating System known: Macintosh OS (Tiger - Mountain Lion), Windows OS (98 – windows 7), and Ubuntu.
  • Languages Known: Visual Basic, SQL Query.