1. Rajasekaran.S
: +91 9620680889
: rajasekaran.subaramaniam@outlook.com
Proven ability in Service Delivery ,IT Operations, Process Improvement and Quality Management
Services
Resourceful in collaborating with the senior management and provided strategic direction on
technology initiatives in line with the core organizational goals and business & profit objectives of the
company
Hands-on experience in Project Management methodology including estimation, project initiation and
risk-analysis for integration of external systems
Proficient in extending ITIL Service Support in Incident, Problem, Change, Release and Configuration
Management
Demonstrated skills in driving cost control, profitability and improving delivery efficiencies by setting
up delivery process using shared platform, six sigma and ITIL compliant processes
Significant exposure to various IT Management aspects which include Strategic Initiatives, IT Change
Management, Vendor Management, etc.
Excels in developing & motivating highly focused teams that successfully exceed company objectives
Innovative Leadership
Process Improvement
Strategic Planning
Relationship Management
Training and Development
Project Governance
Capturing, Analysing, Managing, Assessing, Communicating Customer Satisfaction data and patterns
with results
Attend Governance Meetings, SLA reporting and validation
Create ,Maintain, Monitor and report Service Level Agreements
Drive & Maintain Audit reediness including security implementation by ensuring the audit readiness
understanding
Drive Incident , Problems & change Management
Leading, Improving and Managing Continuous Improvement Plan with Quality.
ITIL V3 Foundation Certified with 10.11 years of rich experience in:
Service Delivery ITIL Management Infra Project Management
Vendor Management People Management Risk & Issue Management
Asset Management AV & Patch Management
PROFILE SUMMARY
CORE COMPETENCIES

2. Client: Dr Reddy’s Lab, Hyderabad, Britannia Industries & Alcatel Lucent, Bangalore
Role: Service Delivery Lead
Payroll: Karsun &Net connect (Partner of HPE Ltd)
Duration: Since Feb’2011
Lead the Service Delivery team which supports including IT Service desk, EUWS, Service
Management, Network Management, MIS analysis, Resource Management, Productivity
Measurement, Asset Management, QMS etc.
Managing a team of 80 resources.
Ensure performance goals are met for all in scope services across all the towers
Identifies the incremental revenue opportunities
Capturing ,Analysing ,Managing ,Assessing, Communicating Customer Satisfaction data and patterns
with results
Manage 24x7 operations for the IT helpdesk for the Client
Manage the Quality expectations of the end users and assist the operation team to deliver them
Single point of contact for Escalation Management
Utilising an advanced knowledge of ITIL in a key role requiring the development of a wide range of
tools and processes that are aligned with ITIL principles and guidelines
Managing the tech team and ensure availability of resource.
Performance review meeting with client using MIS.
Acting as an Asset Manager and ensuring the HAM& SAM compliance met
Acting as a Quality Analyst for the multiple accounts in HPE.
ISO 20007 audit preparation which included reviewing and amending all relevant documentation and
processes, mentoring the team and carrying out test audits
Monitoring engineers productivity and Handling Hierarchical escalation
Auditing Assets availability as specified in CMDB
Responsible for monitoring end-to-end resource management including allocation, movement &
hiring, Approvals & closing RRF
Timely appraisals and confirmation of the resources
Customer Retention
Maintained the Customers with higher level of satisfaction and Employee Satisfaction
Holding Governance and steering committee meeting with customer
Client: PepsiCo India Holdings, Gurgaon
Role: In charge Operations
Payroll: Wipro InfoTech
Duration: May’2010-Jan’2011
Accountable for co-coordinating with technical leads and operational leads to create operational notes.
Managing a team of 18 resources.
Excellent Domain knowledge in DMS Application and Handheld devices.
Rolled out 2500 Handheld and DMS application across South and North Locations
Responsible for ensuring that service is rendered at the locations as per the SLA and OLA.
Analysing various FM reports and take corrective steps
Responsible for implementation process for accounts and ensure process compliance Develop and
sustain the customer
Providing technical consultation to the customer and keep them updated with the current and
technological advancements.
CURRENT EMPLOYMENT DETAILS

3. Providing technical training and assistance to the team members by way of assisting them in solving
challenging technical problems sharing technical knowledge and adhering to quality processes in
ensuring team objectives are met.
Handling major Escalation & ensure speedy resolution
Client: ITC Ltd & Uninor
Role: Team Lead
Payroll: Primaccess Technologies (Partner of Wipro InfoTech), Hyderabad& Mysore
Duration: Apr’2008-Apr’2010
Implemented DMS application & Handheld device for across South Location distributors
Leaded the Service Desk
Designed and implemented a daily, weekly and monthly reporting process for pro-active service
management
Designed questionnaire and conducted test on knowledge management, SLA & escalations
Responsible for the preparation of reports which includes C-sat, Quality, Productivity, productive hours
and sending these reports to concerned departments on regular basis
Client: ITC Ltd
Role: Associate Engineer
Payroll: Talent Maximus (Partner of Sify Technologies) Chennai
Duration: Sep’2006-Mar’2008
Responsible for Installing the DMS Application
Guides software development team to understand requirements and translate them into technical
solution
Adhere to the SLA
Functioned as SPOC for any queries
M.C.A from Dr.S.N.S.Rajalakshmi College of Arts & Science -Coimbatore 2003-2006.
B.C.A from Dr.S.N.S.Rajalakshmi College of Arts & Science –Coimbatore 2000-2003.
Others:
Introduction to Six Sigma
Cyber Security Data Protection & Destruction
ISO 2k Training
Date of Birth : 30 Apr 1983
Address : S/O R. Subramaniam,
8/189 U, Ishwarya Nagar, Jadayampalayam (PO)
Mettupalayam-641302
Languages Known : English, Hindi, Tamil, Telugu Kannada and Malayalam
Passport : F3926596
EDUCATION
PERSONAL DETAILS