Profile
Aim to be an associate with a progressive organization that gives me scope to update my knowledge and skills in accordance with the latest trends, and be part of a team that dynamically works towards the growth of the organization and gains satisfaction thereof.
Dedicated IT Manager, well-versed in analyzing and mitigating risk and finding cost-effective solutions. Excel at boosting performance and productivity by establishing realistic goals and enforcing deadlines.
IT Project Manager offering an impressive record of taking over troubled projects, developing new launch plans and executing to successful completion. Determined to deliver high-quality and reliable services to the customers as quickly as possible.
Highlights
Customer service expert Strong People Management
Focused on customer satisfaction Performance Management
Exceptional troubleshooter Process improvement
Energetic work attitude Strong analytical skills
Accomplishments
Service Delivery: Streamlined all historic incident management and problem management processes to improve Error Free services overall.
Quality Assurance: Streamlined QA processes to increase Error Free Services in order to achieve 95% of SLA.
Awards
CIO Award Recipient: Received CIO Award (the most prestigious award in Oracle GIT) for streamlining the historic Incident Management processes to improve Error Free Services overall.
Leadership Circle Award Recipient: Received Leadership Circle Award (The most prestigious award in Oracle
University) for holding best leadership qualities.
Pacesetter Award Recipient: Received Customer Services Pacesetter Award for OU Virtual room implementation project.
Go For Gold Award Recipient: Received Go for Gold Award for demonstrating exceptional team collaboration in order to accomplish a critical project.
Work Experience
Oracle India Pvt Ltd
Dec 2011 — Present
IT Manager
Deliver detailed feature roadmaps that included action items and project targets. Collaboration with the global team to resolve IT support cases.
Defined project deliverables and monitored status of tasks.
Drafted action plans and led meetings with department executives to review project status and proposed changes. Deliver status reports to stakeholders for budgeting and planning purposes.
Collaboration with cross-functional teams to draft project schedules and plans. Monitor team progress and enforce deadlines.
Developed slides to present project progress to the executive team.
Partnered with Environment Delivery and Service Design teams to address any severe IT infrastructure related issues.
Executed proof of concept implementations to validate product feasibility.
Hired and trained 13 new system administrators.
Managed 23-persons local IT team based out of India & Romania, allocating resources to ongoing projects and enforcing deadlines.
Maintaining the shift rosters of the System Administrators. Escalation Management for APAC region.
Maintaining daily attendance of the System Administrators.
Managing the incidents and ensuring the service requests are closed as per the agreed SLA.
Vendor management.
Testing of newly launched desktops by various different authorized Oracle vendors in order to certify them on compatibility of OU courses.
Monitor the performance of an individual and conduct 1 to 1 bi-weekly. Mentoring the team members as and when required.
Maintaining daily work metrics and providing the same to higher management.
Weekly meeting with manager for providing the work status.
Conducting yearly appraisals and goal setting for upcoming fiscal year.
Conducting survey with clients and rewarding the deserving team members.
Attending weekly global conference call and representing OU Support Incident Management team.
Reporting all the different new issues and instances occurred, Sometimes also suggesting the solution if already aware of.
Project management for any new implementation within OU infrastructure.
Revisiting the processes and procedures on timely basis and update or change them accordingly as and when required.
Setting directives to the team in order to meet the organizational goals.
Periodic meetings with customers and business heads to collect their feedback in order to improve our services to meet their expectations.
Periodic meetings with the team HR to obtain the latest changes in company policies. So, that the team adheres to it.
Identify the training needs of the team and timely organize it in order to deliver high performance.
Review the knowledge base new entries request and approve or request changes to it.
Oracle India Pvt Ltd
Jan 2010 — Nov 2011
Team Leader
Mastered the intricacies of the process flow within each department.
Assessed and trained personnel for promotion to cross-functional operations. Developed and implemented data-based solutions in a timely manner.
Led regular stand-up meetings, events and continuous improvement projects with measurable goals.
Maintained and enforced a safe and clean working environment at all times.
Coordinated preventative maintenance on existing and new production processes, including routine calibration.
Established and adjusted work procedures to meet production schedules.
Supervised production schedules, production quality and on time delivery.
Implemented root cause and corrective actions to remove production constraints and improve service quality. Trained, developed and counseled employees to develop a high performing team.
Developed IT strategic vision and drove key departmental objectives.
Completed key projects on time, in budget and with a high level of accuracy.
Coached employees in developing and achieving individual performance goals.
Managed 10-person local IT team, allocating resources to ongoing projects and enforcing deadlines.
Oracle India Pvt Ltd
Sep 2006 — Dec 2009
Technical Support Engineer
Troubleshot all Desktop & Laptop related issues and resolved problems accurately and efficiently.
Served as operating system expert, providing technical support for entire organization.
Built and maintained successful relationships with service providers, dealers and customers. Maintained composure and patience when facing difficult customer situations.
Processed an average of 10 inbound and outbound technical support calls.
Developed and managed project plans while providing status updates to management.
Designed, documented and executed maintenance procedures, including system upgrades, patch management and system backups.
Provided senior technical support to both in-house staff and user departments for all network applications.
Created employee training materials and procedures to teach in-house workers proper software and hardware protocols.
Trained new employees and explained protocols clearly and efficiently.
Resolved technical issues for clients in person, on the phone and through e-mail. Diagnosed, installed, configured and repaired computer systems and software. Coordinated hardware and software repair processes with outside vendors.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
Referred difficult issues to upper management while maintaining positive rapport with the customers.
Providing timely update to customers about progress on their SR.
Provided thorough support and problem resolution to customers.
iTronics Infosolutions Pvt Ltd
May 2006 — Aug 2006
Desktop Administrator
Provided base level IT support to company personnel.
Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions.
Maintained composure and patience in case of difficult customer situations.
Trained new employees and explained protocols clearly and efficiently.
Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Referred difficult issues to upper management while maintaining positive rapport with customer.
Provided thorough support and problem resolution to customers.
Acted as primary contact for computer hardware and software problems, as well as network emergencies. Drafted training materials and organized training sessions for new employees.
NetNavigators Pvt Ltd
Jun 2005 — Mar 2006
Desktop Administrator
Resolved customer complaints and concerns with strong verbal and negotiation skills. Provided base level IT support to company personnel.
Served as operating system expert, providing technical support for entire organization.
Designed, documented and executed maintenance procedures, including system upgrades, patch management and system backups.
Maintained composure and patience in case of difficult customer situations.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Qualifications
• Microsoft Certified Professional
• Cisco Certified Network Associate
• ITIL V3 Foundation Certified
Training
• PMP from Sabcons (India’s first PMI REP & Premium PM training institute)
• Manage IT Projects from IIM Ahmedabad (India’s most premium MDP provider & Globally recognized)
Education & Qualifications
B.E Computer Science, KBN College Of Engineering
Sept 2001 — Mar 2005
With an aggregate of 65%.
