1. SABARIGIRINATHAN V.R
Plot No: 63, D.No:11, Sai Vittal, 1st Street, Sheela Nagar, Madipakkam, Chennai - 91
 +91 90032-96009 / 044-43102955. : prksabari@gmail.com
Objective:
A challenging and enriching career in the field of Information Technology with a reputed
organization, which will give me ample scope to learn and grow with the organization.
Executive Summary:
A seasoned IT Professional with 10+ years of technical experience and ITIL V3 Certified
professional with IncidentManagementand Process compliance and control , IT Operational
Support and Analysis knowledge.
 Ensured in providing best possible level of service quality and availability and compliance with
service levels.
 Have been a part of ISO 27001, CMMi, and CMSP Audit for the company Certification.
 Have been a BCP SPOC for the GSO NOC Department.
 Restored services as quickly as possible, in a controlled manner.
 Following an Incident & following the impact of an Incident on the Customer's perspective and
minimizing the business operations.
 Incidents are managed proactively in the interest of the customer. Reduced disruptions for IT support
staff and End Users.
 Participated in the escalation process and involve the appropriate service manager as required.
 Escalated high severity incidents to the Customer Incident Managers and provided initial analysis or
resolution reports to the customer and higher management.
 Have efficiently driven the set KPI’s to the team & ensured that compliance is achieved as per the
customer contract.
 Analysing the Weekly Process Control & Compliance Score Card published to the team and always
improvised their performance by reducing their misses.
 Define and Measure weekly PCC score card for service engineers.
Summary of Qualification:-
 Bachelor of Commerce – Madras University.
 Microsoft Certified Professional (MCP)
 ITIL V3 Foundation Certified.
 ITIL V3 Intermediate Certified in IT Operational Support and Analysis module.
 Certified CMMi ATM for Services.
Strengths:
Outstanding organizational abilities. Quickly and easily establishes a rapport with individuals of various
backgrounds, cultures and professional levels. Works well as a Lead and as a process owner. Easily handles
both roles as needed.

2. Work Experience:
Servion Global Solutions, Chennai (June 2013 – Till date)
Team Leader
Project: GSO – MSNOC
Key Accountabilities
 Managing a team of 45 members effectively by maintaining a safe secured work environment
and have been a key player in developing their personal growth opportunities.
 Identifying, documenting, tracking, reporting, and escalation of incidents that result in service
outages / Severity Incidents.
 End-to-End management of high severity incidents reported from the point of initiation till the
point of resolution.
 Developed processes and tools that ensure that capabilities are effectively transitioned to
operations, including the existence of adequate monitoring, and comprehensive playbooks for
quick resolution of incidents.
 Accomplished staff results by setting up job expectations, help them plan and monitored the
team efforts.
 Have coached, counselled team members and have always appraised their job results on a
timely manner.
 Maintained quality of service by enforcing quality and customer service standards.
 Have efficiently driven engineers to achieve the Set SLA’s for the customers as per the contract.
 Analysing the Weekly Process Control & Compliance Score Card published to the team and
always improvised their performance by reducing their misses.
 Have always audited the tickets & provided feedback for the same with appropriate ways to
improve their scores.
 Have ensured that the score cards are re-visited when there is a need to change.
 Responsible for operational results, including system uptime, performance standards, and
metrics and sharing the Dashboards with Internal & External Stakeholders.
 Analysed and resolved quality and customer service problems identified trends & recommended
system improvements when needed.
 Maintained staffs by recruiting, selecting and training new employees for the team.
 Have successfully implemented a new ticketing tool [IssueTrak] as per ITIL standards across
various departments & Various BU’s.
 Have trained new employees about the GNOC process and weekly score cards.
 Have been a ATM [Assessment Team Member] for of ISO 27001, CMMi & CMSP Audit for the
company Certification
 Have been a BCP Coordinator for GSO – MSNOC.

3. Cognizant Technology Solutions, Chennai (October 2011 – June 2013)
Senior Systems Executive – ITIS [Acting SME]
Project: WOOLWORTHS
Key Accountabilities
 Managed incidents proactively & deadlines as per SLA and recorded all incident resolutions in
the Help Desk tool [SRS].
 Detected, diagnosed, isolated and corrected device operational failures.
 Has been a SPOC for one or more IT Service Management processes.
 Investigated and coordinated resolution & recovery actions for assigned Incidents.
 Have handled request for customized operational solutions.
 Maintain all operational documentation, processes, management and diagnostic tools.
 Managed Client’s Infrastructure through remote support.
 Provided support on Installation of windows 2003 servers, Support to Desktops, Creation of User
accounts, Password resets, Installation & mapping up of Network printers.
 Create and maintains user account information including rights, security and groups using ADS
 Controlled the client’s Register’s through software designed in Mainframe platform, which works
on ATM technology.
 Managed Team & trained new entrants on the floor.
Global Scholar, Guindy, Chennai. (June 2010 – July 2011)
Senior Engineer – Implementation. [Acting Lead]
Project: Company’s Own Software products.
Key Accountabilities
 IT Implementation, Application Support, Hardware, installation and configuration support for end
users.
 Provided support on Installation of windows 2003 servers, Support to Desktops, Creation of User
accounts, Password resets, Installation & mapping up of Network printers.
 Create and maintains user account information including rights, security and groups using ADS
& supported basic LAN & WAN related issues.
 Identify problems Proactively and provide solutions to users
 Met deadlines as per SLA and record all Record incident resolutions in the Help Desk tool
[Salesforce]
 Managed Team of IT Helpdesk

4. SutherlandGlobal services Limited, Chennai. (Nov 2009 – June 2010)
Senior Technical Support Officer [Acting SME]
Project: Microsoft – PC Safety.
Key Accountabilities
 Remote & Voice support for Microsoft Clients on configuring & troubleshooting Windows XP,
Vista, and Windows7 for U.S Clients.
 Configuring & troubleshooting MS-Outlook & Office applications.
 Microsoft Security Essentials, Windows Defender support on configuring & troubleshooting
 Supported Team & Trained new entrants on the floor
Cognizant Technology Solutions, Chennai. (April 2008 – August 2009)
Sr. Process Executive
Project: BB&T Network Control Helpdesk.
Key Accountabilities
 Managing Client’s Infrastructure through remote support.
 Remote support on setting up windows 2003 servers, Creation of User accounts, Password
resets, Installation & mapping up of Network printers.
 Worked as an SPOC for the Bank Employees for their issues related to Connectivity Issues, Web
Mail & Client Mail support through Remote Assistance (Tivoli Server).
 Controlling the customers’ ATM’s through software designed in Mainframe platform by using the
MAINFRAME Commands.
 Met deadlines as per SLA and record all Record incident resolutions in the Help Desk tool [HP
Service center]
 Supported Team & Trained new entrants on the floor
HCL Technologies, Chennai.(January 2006 – April 2008)
Senior Technical Support Officer [Acting SME]
Project: British Telecom ISP Customers.
Key Accountabilities
 Provided remote support for UK BT ISP Users (British Telecom)
 Provided voice support related to Connectivity Issues (Ethernet, USB, Wireless Connections).Web
Mail & Client Mail support through Remote Assistance (Citrix Server).
 Provided Level 2 support on Wireless router Configurations.
 Met deadlines as per SLA and record all Record incident resolutions in the Help Desk tool [One
view]
 Supported Team & Trained new entrants on the floor

5. Personal Information:-
Date of Birth : November 22, 1983
Marital Status : Married
Languages Known : English, Hindi and Tamil.
PassportNumber : K3862098
Any further information, references, etc. would be promptly provided.
(Sabarigirinathan VR)