1. Key Skills Profile Summary
IT Infrastructure Management
IT Service Continuity
Project Management
Business Continuity & DR Planning
24*7 Service Desk Management
Remote Desktop Support
Level-2 Escalation Management
Global Account Management
Transition Management
• Delivered excellent results in driving service level management to meet
or exceed quality of service commitments; skilled in resolving complex
& critical system issues within set SLA involving Root Cause Analysis
• Impressive success in managing all phases of operations, including
planning, capacity / cost projections, forecasting & scheduling, risk &
contingency management, stakeholder management and reporting
• Proficient in managing stakeholders, maintaining key relationships with
them by acquiring feedback on critical issues and taking appropriate
actions to ensure best customer experience
• Skilled in driving projects / programs on improvement of customer
experience.
• People-friendly, collaborative & approachable with strong planning,
interpersonal, analytical, problem solving & people management skills
• Rich experience in acting as an escalation gate to resolve critical
issues of the team members
Career Timeline
2006 - 2008 2008 - 2009 2009 -2010 2010 - 2011 2011 - 2012 2012 -2012 2013 - 2015
Soft Skills Education
PRADEEP RAMANATHAN
IT INFRASTRUCTURE, EUC OPERATIONS & SERVICE DELIVERY
PROFESSIONAL
Nearly 9 years of rich experience in End User Computing Services and IT Infrastructure
Operations Management
Targeting assignments in IT Infrastructure & Service Delivery with a leading organisation
Sutherland Global
Services as Customer
Support Officer
Rising Solutions as
Customer Support
Officer
HCL Comnet as Senior
Analyst
Sutherland Global Services
as Technical Support
Executive
Yesso BPO Solutions
as Customer Support
Officer
HCL Comnet as
Specialist
HCL Comnet as
Technical Specialist
2. • Bachelor of Science (Computer Science) from Jamal Mohamed
College, Trichy, Tamil Nadu, Bharathidasan University in year 2010
Work Experience
May’11 – Jun’15
Teams Handled:
• Service Desk
• RDS
• GAM
• Software Distribution
• Desk Side
• MDM (Mobile Device
Management)
• Knowledge Management
(SOP Creation)
Onsite Project
• Title: PC Refresh;
Duration 1 month;
Location: Australia; Role:
Role: HCL SPOC;
Scope:
o End-to-End
Coordination (User,
Desk Side Engineer,
Onshore Team,
Vendors)
o Upgrade from Win
XP to Win 7 for 800
users at Sydney,
Melbourne &
Brisbane; Client:
Biomerieux
o Developed Windows
Imaging Component
Offshore Projects
• Mailbox Migration;
HCL Comnet, Chennai
Joined as Senior Analyst; promoted as Specialist in May’12 and
further as Technical Specialist (Role: Manager – End User Computing
Services Tower Lead) in May’13
Role:
• Devising and implementing plans to improve delivery standards; defining
service standards Monitoring SLAs, ensuring timely closure of priority tickets,
handle escalations, implementing & migrating systems to upgraded versions
• Ensuring that the goals of the Incident Management process are achieved;
restoring normal service as soon as possible based on customer perspective
and within defined SLA; closing incidents after verification from users; defining
and planning separate procedures for major incidents
• Identifying & resolving all reported problems / issues; driving execution of root
cause analysis of problems and managing the problem life cycle
• Managing IT changes effectively in order to minimize downtime and risks
• Identifying, understanding and resolving urgent issues; enhancing quality of
service and operational effectiveness; conducting various audits / checks in
order to identify gaps & ensure their effective mitigation
• Preparing reports such as SOX reports, weekly operations reports, change
history report, monthly services availability report, monthly SLQ report, so on
• Driving the entire gamut of team related activities such as setting goals for the
team, coaching & mentoring team members, identifying training needs,
recognizing accomplishments and managing escalations of team
Highlights Across Assignments:
May’13 - Jun’15: Technical Specialist
• Managed entire gamut of IT Operations and 24*7 Service Desk of Biomerieux,
as End User Manager, supported by a team of 45+ Engineers (Offshore and
Onsite) (deployed across Service Desk, GAM, IAM, Software Deployment,
Desk Side, RDS and Knowledge Management)
• Resolved level-2 escalations pertaining to Networks, End User Devices and
Applications at the Biomerieux
• Developed action plan for all customer complaints/issues, and drive prompt
closure of the same; conducted weekly review meeting with vendor on
breakdown calls and ensured prompt closure of pending issues at sites
Communicator Innovator
Thinker
3. Duration 3 months; Role:
HCL SPOC (NoAM,
apaC, METerA); Scope:
o End-to-End
coordination with
Users, Desk Side
Engineer, Onshore
Team and Vendors
o Migration from Lotus
Notes to MS
Exchange Server for
7000 users
o Coordination with
Orange Business
Services & Client
o Date Back-up
/Restore
o Add/Remove/
Manage Date
• Successfully implemented processes for all services covered in the SOW,
ensured 100% SOW compliance and escalated non-compliances
• Escalated CSAT Score through implementation of CAPA and execution of SIPs
aligned to the CVI as per agreed timelines
• Improved customer satisfaction level by:
o Regular monitoring & tracking of incidents, focusing on closure of high
priority incidents on time & with quality, following-up on closure of incidents
for obtaining timely feedback & sharing the learning and by publishing daily
dashboard on Incident Management
o Maintaining SLA performance at 100% focusing on clients’ business needs
as well as productivity improvements
o Consistently delivering quality and value to all clients while growing the
customer base
o Exceeding client expectations and delivering relevant & compelling
solutions thereby delighting clients
• Awarded as Best Onsite Engineer Award for maintaining zero downtime
• Won other awards for excellent SLA Management & Problem Management
May’12 - May’13: Specialist (Remote Desktop Support)
• Simultaneously provided various services such as:
o Remote Desktop connections through Centralized Server
o MS Outlook Configuration, Outlook Backup & Restore and Troubleshooting
o Disk Management, Partitions, Printer Installation and Troubleshooting
o Antivirus Update, Virus Protection, Scanner Configuration, Troubleshooting
o Troubleshooting of Hardware, O/S, Networking, Map Drive & Data Sharing
o Configuration & Troubleshooting of Data Cards, Wireless Networking,
Networking in Domain environment, User Profiles Backup & Restore,
Sharing folder, Sharing Device & Printer
• Resolved functional & technical errors, provided update patches to the clients
on P2P application, established remote desktop connection and installed &
updated business applications
• Established new practices to improve quality of service
• Facilitated prompt troubleshooting of major incidents, tickets closures & change
requests closures
• Analyzed & resolved complex issues, taking ownership & responsibility of
issues from start through to a successful resolution; assisted end users to
avoid or reduce occurrence of problems
• Functioned as Customer Champion for critical customers
• Developed training manuals for new employees and conducted trainings
Nov’11 - May’12: Senior Analyst (Global Account Management)
• Built servers and standardized network resources as per client requirements
• Undertook System Administration for User Account Maintenance and Incident
4. Management Systems including general housekeeping
• Created & administered LAN and/or E-Mail Account for Users, Global Groups,
Exchange Resources (like Distribution Lists, Shared E-mail account, Shared
Calendar and Conference Rooms), New Directories, Servers
• Developed, modified, deleted user accounts on AIX Servers &
Mainframe/RACF
May’11 - Nov’11: Senior Analyst (IT Service Desk)
• Resolved issues/inquiries daily over the Phone, E-Mail and Chat
• Escalated issues to the proper Help Desk Associate as necessary
• Developed organizational user accounts & groups and assigned permissions
• Managed 150+ daily inbound calls while providing superior customer service
• Administered repairs, upgrades & completed configuration of PCs &
peripherals
• Rendered assistance via remote control service in order to install software or
resolve an issue; created & removed customer accounts via Active Directory
Previous Work
Experience
May’10 – Mar’11
Jun’09 – Feb’10
Oct’06 – Apr’08
Technical Skills
Personal Details
Yesso BPO Solution, Chennai as Customer Support Officer
Rising Solution, Chennai as Senior Customer Support Officer
Sutherland Global Services, Chennai as Technical Support Executive
Operating System: Windows XP/7/2003/2008
Mail Clients: IBM Lotus Notes, Microsoft Outlook
Networking: LAN, WAN, VPN, Wireless
Applications: NUMARA, SCCM, Cisco Jabber, Air Watch, Webex and livelink
Ticketing Tools: Service Now and Remedy
Date of Birth: 8
th
August 1985
Address: 1/538, Erikarai Street, Karthikaipuram, Madipakkam, Chennai– 600091
Nationality: Indian; Marital Status: Married
No. of Dependents:1 Passport Details: L 8653785
Driving License: TN22 20150002791
Languages Known: Tamil, English
Location Preference: Dubai / Malaysia / Singapore / Canada / UK / Australia
