Professional Experience

October 2008 TO PRESENT

RESPONSIBILITIES

• Manage day to day activities to meet end to end client process.
• Identify opportunity for continuous business improvement.
• Negotiate agreements and service of vendors management for required services, applications development and maintenance.
• Prepare analyze and acted on team’s daily performance in relation to customers SLA’s improving average customer satisfaction levels.
• Handling of issues and escalations related to IT Services for the managed clients.
• Preparing of reports on a periodic basis for upper management and customers.
• Manage and delivering Technical and Non-Technical training. (Enterprise Technology, Networking, Cloud, Soft Skills) for inhouse employee as well as new hire.
• Based on Client requirement and skill Gap organize training.
• Identify the learning objectives, content development, procurement, and delivery of proposed trainings
• Create, maintain and report all Activities at client location and training.
• Perform administrative tasks like planning, communicating, and conducting training (maintain virtual classroom and monitor assignments)
• Lead and develop a team of Technical Experts including performance reviews and coaching.
• Develop team and management system and implement effective controls to achieve communications to division thru extended team and site wide employee presentation.

Accomplishments

• Driving Automation projects within the team and for the customers to improve productivity.
• Developed a process for Quality training, new technology, management of rapid change requests, reducing overhead cost and improving customer Satisfaction.

October 2004 – October 2008

Responsibilities

• Delivering Technical and Process Training (Enterprise Technology)
• Support end to end training (Planning, scheduling, Executing, Monitoring, Effectiveness UAT) of training and communicating plans
• Assess student performance during training, and thereafter, to provide relevant coaching and development for continuous improvement.
• Course development
• Carry out Trainer’s Training programs.
• Training dashboard presentation to management.
• Review CSAT scores and manage customer feedback - analyzing quality impacting issue and derive a plan of action to drive improvement
• Support Training Manager in developing and maintaining training processes and materials.

Accomplishments

• Lead the training team during the transition of the EMEA ISS Process? (Dublin UK)
• Awarded the best trainer for the First Quarter of 2007-8
• Delivered Special training to HP employees in Sydney, Australia.
• Successfully trained about 1000 + engineers on Hp server technologies.
• Associated with improvement planning Committee (EMEA and APJ) solution center server support team.
• Special Appreciation Award for Training initiative and achievements in HP.

June 2001 – October 2004

RESPONSIBILITIES

• Act as SME in an advisory capacity to senior managers and lead new work. Recommend business performance improvements
• Assign all work alignment, commit the team to the work, manage the quality of the work and drive the people management activities within the team
• Manage workloads to ensure even distribution of responsibilities and provide development opportunities
• Perform other Workforce Management duties - schedule management, leave management, report management, compliance management and training logistics
• Review others’ work outputs and provide input to manager on employee performance.
• Works with employees to improve performance, provides ongoing feedback, and develops plans with employees to identify career development opportunities
• Delivering Workshops.
• Supporting hardware and operating system related issues North America GE Corporate Clients on Desktop Products
• Escalation Point for any non-adherence or ticket quality management for the contract. Work on driving improvement actions with Duty managers/ Team managers
• Identify, develop and execute an individual development plan with minimal management direction
• Manage the contract and queue with all tickets end to end by working closely with shift leads and Duty managers/ Team Managers
• Provide proactive communication to clients, account managers and project managers
• Work closely with the Customer Success Manager (CSM) and Managed Services Representative to maintain visibility and provide consistency to the Customer
• Workaround management - Create and manage workarounds, removing once the permanent fix has been initiated

Accomplishments

• Voice of Customer Award for displaying high quality customer service skills.
• Exceller Award for displaying continuous initiatives, energy and stretch.

July 2000 to June 2001

Subjects: Computer Networks and IBM PC and its Clones.

Platform: Windows NT 4.0

Responsibilities

• Delivered and managed end to end Academic Activities.
• Technical proficiency in the computer science, software development and databases
• Workshops: Weekly academic workshops were held to assist students with learning

Accomplishments

• Based on the feedback from KS Polytechnic was Invited by the HOD of Govt. Women’s Polytechnic to deliver lecturers.

April 1999 to June 2001.

Responsibilities

• Impart training to Corporate/Candidates in Network Essentials, Server, Workstations and assisting in their project assignments.
• Handling a team of Network Engineers – Customer support.
• Organized various Seminars and workshops.
• Executing orders for assembled computers.

April 1998 to June 2000.

Responsibilities

• Impart training to Corporate/candidates in Network Essentials, Server, Workstations and assisting in their project assignments.
• More than 200 Engineers were trained and perused their career successfully

Assignments

• Client : Bangalore Military School Location : Bangalore Military School, Hosur Road, Bangalore
• Course : Basic, Foxpro 2.5 and C
• Duration : Two Months
• Participants : 40 Cadets.

Accomplishments

• Students enrolled for the modules opting me to be their trainer.
• Handled a Max batch of 45 Trainees and all clearing the certification.

March 1995 to Feb 1998.

Responsibilities

• Promotion of Mitsubishi Data Storage Products through a dealer network.
• Organize payment collections and cash flow.
• Financial control, Budget planning and Stock Inventory.

Accomplishments

• Established a Brand name for Mitsubishi data storage products in Maharashtra, Gujarat, Karnataka and Tamil Nadu through public relations and communication with dealers and customers

Jun 1993 to Feb 1995

Accomplishments

• Expanded the client base in Bangalore during Jun. 93 to May 94.
• Developed the market at Chennai during Jun 94 to Oct 94.
• Reorganized the market and customer base at Mumbai during Nov. 94 to Feb 95.