1. Vivek G No. 354. 6th Block, 9th Cross Nagarbhavi 2nd
Stage, Bangalore, Karnataka 560072
Mobile:9845506900
Email: gvivvek@gmail.com
_______________________________
OBJECTIVE
Seeking for a challenging position in an organization that will allow me to display my experience and
good
problem solving skills to make a company grow by solving the challenges. Looking forward to, use my
skills for the betterment of the company and to increase my potential as well.
WORK EXPERIENCE
IBM INDIA PVT LTD
01st Jan. 2014 - Till date
Band 6B, Deputy Manager
Internal Audit
- Testing document to be created every quarter in alignment with the global ADMe test plan.
- Ensure that risks and issues are managed within an organization or project by identifying, analyzing,
reporting and managing risks and issues on a continuous basis and communication with the client is
evidenced as required.
- Confirm User ID Access Administration process is documented and executed so Project/ Client
maintains accountability for access owned or used. Also, ensure that only authorized individuals are
granted access to customer applications, systems, environments and data.
- Verify If the client or someone outside of the project team manages the environment, project
maintains
accountability for the user accesses and access management.
- Ensure risks are documented associated with access to PI/SPI/BSI and Shared, Emergency,
Production, or Privileged access in Risk log.
- Ensure IT application change management and/or application Implementation process exists and is
being followed by the engagement team for initiation, testing, completion, emergency changes, data
conversion and updates, and version control.
- Confirm If the project focus is on the implementation of an application, obtain and review the projects
planned implementation plan and methodology.
- Checks on usage of OSS. If yes, see what level of OSS is used & ensure appropriate approvals are in
place prior OSS been used.
- Ensure a process document exists with a validate revision/approval history that includes version
control
and summary of changes, management review and approval within the last 12 months, and
documented
education plans/activities were communicated for process changes.
- Ensure Separation of Duties matrix exists that identifies or addresses possible conflicts with
secondary
controls.
- Ensure effective controls are established to manage assets owned and utilized by IBM & assets
owned by IBM and utilized by the customer/client. All requirements of the test plan are met in a timely
manner.
- Ensure effective controls are established to manage assets and software owned by the
customer/client and utilized by IBM. All requirements of the test plan are met in a timely manner.

2. - Ensure applicable records retention (IBM owned & Client owned) procedures are being followed. All
requirements of the test plan are met in a timely manner.
- Ensure that Workplace Security controls are in place to safeguard proprietary, sensitive, and personal
information against unauthorized disclosure, and to ensure compliance to corporate instructions
related to
workplace security.
- Ensure labor claiming is recorded and reported accurately and that labor claiming data can be used
as a
trusted source of information for subsequent client billing or for disbursement purposes like payroll/
expense claim or for project/contract cost management/utilization.
- If the KCO fails, tester discusses the defects with the PM in the final Interview for agreement along
with the Process focal. All such Defect Statements are sent to the BC Focal for review before they are
entered in the TR /WWBCIT.
- Testing results are communicated to the Project Managers in the form of 'Review Findings &
Summary Mail' once the review is complete. This final closure mail contains the testing status for each
KCO along with listing of any defect/Process Improvement & remediation.
- Remediation kick starts immediately once the PM fills in the Risk Record & sends to the Tester with
the
Action plan & the Target Due Date for the defects identified. Maintain a remediation tracker which is
used to track all the open & closed defects for the previous/current quarter.
- Assist PM/ DPE/ PE with root cause and risk analysis as required.
- Look for inaccurate or incomplete controls and test plans.
- Look for missing key controls or test attributes.
- Based on the above, make recommended improvements to the appropriate point of contact; Global
Process Owner, Country Process Owner or Control Point Owner.
SSAE 16
• SSAE 16 Program Office conducts readiness assessments for each client and delivery site to be
included in the review.
• Usually conducted via questionnaire detailing in-scope control objectives and activities.
• PMO focal complete questionnaire and provide evidence supporting operation of controls.
• Both the SSAE 16 Program Office and PwC evaluate the responses.
• Discrepancies, if any, are identified during this process – for control descriptions, the implementation
of
controls, or the supporting evidence.
• Check 4 site controls Human Resource (HR) Policies, Information Management & Security, Code of
Conduct & Antifraud Program.
IBM DAKSH BUSINESS PROCESS SERVICES PRIVATE LIMITED
11th May, 2009 - 31th Dec, 2013
Band 6A, Asst. Manager
- Testing document to be created every quarter in alignment with the global ADMe test plan.
- To perform review on the provided artifacts. If necessary artifacts are not provided, approach PM/
coordinator for the artifacts.
- If the KCO fails, Tester discusses the defects with the PM in the final Interview for agreement along
with the Process focal. All such Defect Statements are sent to the BC Focal for review before they are
entered in the TR /WWBCIT.
- Testing results are communicated to the Project Managers in the form of 'Review Findings &
Summary Mail' once the review is complete. This final closure mail contains the testing status for each
KCO along with listing of any defect/Process Improvement & remediation.
- Remediation kick starts immediately once the PM fills in the RCA Record & sends to the Tester with
the
Action plan & the Target Due Date for the defects identified. There is a remediation tracker created
every
quarter in the TR which is used to track all the open defects for the previous/current quarter. It’s the

3. responsibility of the Tester to inquire & follow up for the remediation evidences with the Project
manager asper the Target date outlined in the RCA records. The Tester tracks & reviews the
remediation evidences till closure before closing the defect in WWBCIT. All the remediation evidences
are stored in the "AMS Artefact Team room 2014" under the testing document respectively for each
project.
- Assist with root cause and risk analysis as required.
- Look for inaccurate or incomplete controls and test plans.
- Look for missing key controls or test attributes.
- Based on the above, make recommended improvements to the appropriate point of contact; Global
Process Owner, Country Process Owner or Control Point Owner.
MPHASIS
April 2006 - May 2009
Sr. Officer
- Have Knowledge in RMS.
- Have Knowledge in Bench Reports.
- Adherence to Compliance with related to Voyager .i.e. while employee traveling to Onsite or from
Onsite to Offshore, Adherence to all Compliance rules and Employee hand book.
- Adherence of attendance in LAAS.
- Initiated training programs to be provided to the resources on Bench on other skill sets to reduce the
Bench number & cost to the company.
- I was coordinating with training team & resources for scheduling the training for the resources on
Bench in respective skill sets.
- Maintaining onboarding and off boarding list for the employees joining to the project.
- Adherence of skill updation.
- Creating projects, referring & allocating resources in RMS.
- Sharing RFP numbers including all the rare skills. Involvement in Business Continuity Planning and
Compliance audits.
- Assigning resource to all clients, new business initiatives and internal engagements.
- Monitor data on Resourcing and actively track Head Count Management.
- Analyzes staffing resource tool to identify resource gaps, assign resources to needs, and correct
discrepancies in resource allocations.
- Allocate the resources on bench to various projects based on the requirement.
- Develop, plan and maintain resource release forecast on a monthly basis.
Job Responsibilities:
- Review, Format and evaluate resumes in Mphasis format & upload the resumes in RMS.
- Understanding the requirement from the business and mapping it with the available resources.
- Screening the bench candidates with telephonic or direct interview with PM’s for the technical
interviews.
- Documentation of efforts in the resourcing activities and Proactive planning for the future
requirements by getting the feedback from the industry about changes in the requirement needs.
- Provide guidance and direction to recruiting coordinators/ RMG SPOC during the creation of interview
schedules, logistics and travel arrangements.
- Gather detailed interview feedback from hiring managers in order to identify, determine, and select
most
qualified candidates.
- Provide the interview feedback from hiring manager comments to the Bench.
- Perform searches for qualified candidates according to relevant job criteria, using the databases.
- Solely handled WFH option for all Bench resources level wise.
MIS Executive:
- Preparing Clients and Management Reports for 2 processes.
- Preparing Weekly Decks and Monthly Metrics for Operation Manger Review.
- Preparing Weekly Process roster using software called Trams. (An Intranet).
- Adding, Modifying of Agents name in Avaya Software.
- Preparing monthly Pay roll Tracker for 2 Process each approximately of 200 agents.

4. - Preparing adhoc reports to Operation Manger as per requirement.
- Real Time Monitoring:
- To manage the Queue on real time basis so that the service level and the staffing percentage are met
as per client’s SLA’s.
- Coordinating with the Operations with their activities like Coaching, Quality Feedback, Team meeting
etc.
- Coordinating with the Technical team and maintaining all the Production system in working condition
and so minimizing the downtime.
- Planning and optimizing in advance the break schedules for the agents depending upon the Agents
Roster for the day. Team meetings schedules by discussing with the Team Leaders.
- Monitor real time agent schedule adherence, Attendance,
- Preparing Client and Internal Management Reports using
AVAYA software AG, Aux, Login, Mg, SL reports.
- Generating Daily, weekly, and Monthly reports streamlined for productivity, staffing calls with the
client to
look into overall performance of the process.
- Maintain the DATA Dump Daily, weekly and monthly
- Track agent Performance based on the key metrics such as productivity, performance, AHT.
VALDEL XTENT
Jan 2004 - April 2006
Quality Analyst/ Team Coach
- Handling about 25 - 30 agents. Inbound & Out bound process & also have an exposure towards Team
Coach.
- I have experience of working with UK, US & Domestic Projects.
- My learning and exposure has been in the following:
Team Building
Training & Product Training
Quality (Coaching and performance enhancement of team members).
Avaya CMS
Scheduling Roster for the program
- Conducting PLT (Product Level Training) across all programs worked
- Call Monitoring & Shadow Monitoring
- Feed backs (Individual and Group)
- Team & Individual Reviews every fortnight
- Action Plan Reports for the Team & preparing individuals targets
- Meeting client SLA’s
- Maintaining Attrition level
CUSTOMER FIRST SERVICES
Jan 2004 - Nov 2004
Sr Customer Representative
Have been awarded the best Agent for highest number of Calls taken in the entire process with the
projected quality by the client & been recognized by the client.
EDUCATION
SRI JAGADGURU RENUKACHARYA COLLEGE OF ARTS, SCIENCE & COMMERCE
2000 - 2001
Financial Accounts & Management B.Com, Bangalore University
SRI JAGADGURU RENUKACHARYA COLLEGE OF ARTS, SCIENCE & COMMERCE

5. 1997 - 1998
Commerce, II P.U.C
CARMEL HIGH SCHOOL
1995 - 1996
S.S.L.C
SKILLS
Microsoft Word, Excel
ADDITIONAL INFORMATION
- Completed Seven Habits of Highly Effective People training in IBM.
- IBM Talent Spark 2013.
- Floor Awards(3 times).
- R&R Awards(2 times.
- Awarded as Best Up seller for the Quarter by the Clients(UK) in Mphasis.
- Best Agent by Airtel
INTERESTS
Sports, Drawing, Painting, Music

6. 1997 - 1998
Commerce, II P.U.C
CARMEL HIGH SCHOOL
1995 - 1996
S.S.L.C
SKILLS
Microsoft Word, Excel
ADDITIONAL INFORMATION
- Completed Seven Habits of Highly Effective People training in IBM.
- IBM Talent Spark 2013.
- Floor Awards(3 times).
- R&R Awards(2 times.
- Awarded as Best Up seller for the Quarter by the Clients(UK) in Mphasis.
- Best Agent by Airtel
INTERESTS
Sports, Drawing, Painting, Music