This document provides a summary of an individual's professional experience, education, and skills. It lists over 18 years of experience in command center operations and technical support roles for various companies. Key responsibilities included incident management, outage management, process management, and people management. Technical skills listed include tools like Minitab, CMS monitoring software, and Microsoft Office. Educational certifications held include ITIL V3 Foundation and PRINCE2 Foundation and Practitioner.

1. Permanent Address: KOCHERRY HOUSE, P.O.Pullur, via-Irinjalakuda, Thrissur – 680 683, Kerala.
ITIL V3 FOUNDATION CERTIFIED
PRINCE-II FOUNDATION / PRACTITIONER CERITIFIED
PROFESSIONAL EXPERIENCE
T o t a l E x p e r i e n c e – 1 8 y r s. +
C U R R E N T L Y W O R K I N G
SYMANTEC Software India Ltd, Pune
May - 2011 till date
3 yrs. 9 months
Role – Command Center Operations Exec.
Reporting to Operations Support Manager
Backup & Recovery
Backup Exec / Net-Backup / Enterprise Vault
Apr – 2014 till date
10 months
Role - Duty Manager / Incident Manager
Reporting to Operations Support Manager
Backup & Recovery
Backup Exec / Net-Backup / Enterprise Vault
May – 2011 – Apr 2014
2yr.11 months
KEY SKILLS / DOMAIN / EXPOSURE
Critical Escalations Management / Incident Management / Process Management / Command Center Operations / Duty manager /
Outage Management / SLA Management / Operations Management / Reporting & Analyses / People Mgmt./ Self-motivated and energetic.
Technical/ Analytical / ManpowerCalculations / Communicationexpertise
TOOLS - Minitab / CMS-AVAYA Monitoring & reporting / SALESFORCEreporting/ Talisma / Kana server/ AOL / Excel/ PowerPoint
PRAVEEN KOCHERRY
H/106, Namo Vihar Co-op. Society,
Handew adiRd, Hadapsar,
Pune - 411028.
Phone - 91-73 8756 9992 (M)
E-mail praveenkocherry@gmail.com
Marital status : Married
Nationality : Indian
Date of Birth : 9th July, 1976
Place of Birth : Kerala
Languages known : English, Hindi, Marathi & Malayalam
Job Description
 Case assignments – Assigning cases based on tier & severity classifications w ithin SLA to
relevant technical resource (Frontline / Advanced / Backline)
 Raising aw arenesswhen callqueue situation becomes critical (long hold times, System outages
and call transfer issues) and coordinates w orkarounds and solutions w ith team managers and
other teams
 Management Reporting: Reporting queries such as unassigned cases in SALESFORCE CRM,
First Technical Response SLAs.
 Trend Analyses on TSE behavior, Work Force Scheduling vs Anticipated SLA / Actuals, Case
and call flow and Resource Utilization.
Functional Expertise
 Driving Adherence / Real-time reporting / conflict resolutions
 Case assignments / Handoff management – Ensure case assignments based on tier
classifications and severity w ithin SLA
Job Description
 Single point of contact for management escalation requests submitted by or on behalf of
Partners and Customers across all contract levels (Basic, Essential, and Business Critical) /
Team oriented w ith the goal of collaboration on the customers behalf
 IT outage management / Initiating and representing site on SIREN calls
 Receive and review escalation requests, assess case status and escalation content, and
coordinate w ith BCAMs, Team Managers and Escalation Managers depending on Prioritization.
 Act as Subject Matter Expert on Global Procedure Guide standards and best practices,
maintaining focus on process consistency and customer experience.
Functional Expertise
 Escalations / Incident Management – Prioritizing incidents appropriately and follow -up to update
all stake holders / provide end to end visibility and follow -up on RCA. Handle Severity-1 and
Priority-1 escalations by generating EFRA (Emergency First Response Action)
 Outage Management – Systems, Internal / External tools / applications
 Basic know ledge of all storage products

2. SUTHERLAND Global Services, Cochin
June - 2007 to May - 2011
3 yrs. 11 months
Role – Global Command Center Lead
Reporting to Operations Manager
Supervising command centers in 5 locations
Chennai / Vizag / Cochin / Rochester / Syracuse
AT & T Connec-tech
Premium tech-voice & chat support
May – 2010 – May 2011
1yr.1 month
Role – Team Leader - Operations
Reporting to Team Manager – Operations
Managing team of 14 tech. support associates
AT & T Connec-tech
Premium tech-voice & chat support
Feb-2010 – May 2010
3.5 months
Role – Sr. Executive – SQMS
(Service Quality Management System)
Reporting to Team Manager – Quality
Startup / implement Quality monitoring system
AFLAC
Insurance Process
Aug – 2009 – Feb 2010
6 months
Job Description
 Manage and ow n SLA (Service Levels) for 3 LOBs (Line of Business) across 5 locations.
 Supervise and lead a team of 8 Command Center – Operations execs.
 Initiating appropriate backup plans to fix bleeding operational metrics.
 Analyzing sw itch reports / Skilling of resources in CMS. Co-ordinate w ith WFM team w ith
regards to schedules as per real-time volumes.
 Maintain continuous interaction w ith client side NOC-bridge and internal IT on outages /
application issues.
 Participating in Client calls / Flash Calls / Performance Analysis calls.
Functional Expertise
 Strong Supervisory skills / motivate a team of command center executives.
 Ability to interact and w ork w ith all levels of the company.
 Demonstrated problem solving and decision making skills
 Analytical / Reporting / Communication skills
 Thorough know ledge of CMS monitoring, logging & reporting.
Job Description
 Driving schedule adherence / discipline in the team.
 Drive program and client specified metrics w ith in a team of 14 associates and improve their
performance by constant monitoring and feedback.
 Conducting daily team huddles and one on ones and scheduled team huddles.
 Driving the aspiration in the team for all members to achieve the next level.
 Active participation in QBR (Quarterly Business Review ).
 Participating in Client calls / Flash Calls / Performance Analysis calls.
Functional Expertise
 Team management skills / motivate a team of 14 support associates and 2 SMEs.
 Data Management / w ork on projects w ith deadlines.
 Coaching skills.
Job Description
 Transaction monitoring of calls pertaining to SALES checking hygiene and process adherence.
 Pareto Analysis and reporting for the program on defaulting parameters.
 Providing regular Coaching / Feedback/ Training to associates
 Participating in calibration sessions with the client and program trainers / SMEs.
 Suggest alternations in monitoring form and changes in call procedure based on analytical
findings.
Functional Expertise
 Good exposure to initiate quality w ing of a small program of 29 associates single handedly.
Hands on experience in designing quality monitoring form, calibration form etc.
 Co-ordinate w ith IT team to ensure 100% call recordings. Work closely w ith Sr. Program
Manager to standardize processes and improve quality and a robust quality monitoring system
w ith over 3 dedicated quality analysts to later join in.
 Improved Coaching skills.

3. Role – Sr. Executive – OPERATIONS
Reporting to Operations Manager
Startup / functioning of Command Center
EARTHLINK / PEOPLE-PC
Premium tech-voice & chat support
May – 2008 – Aug 2009
1yr. 3months
Role – Sr. Technical Support Executive
Reporting to Team Leader - Operations
Voice cum CHAT technical support
Norton Consumer support 24 x 7 process
Jun - 2007 – May - 2008
1yr.
IBM DAKSH, Mumbai
Nov - 2005 – Jun - 2007
1 yr. 7 months
Role – Customer Care Specialist
Reporting to Team Leader - Operations
eBay (Codename: Whitney), , MUMBAI
SITEL India Ltd., Mumbai
Aug - 2004 – Nov – 2005
1 yr. 3 months
Role – Customer Support Professional
Reporting to Team Leader - Operations
AOL-UK Technical Support & Sales
CHAT support
Job Description
 Monitoring the Queue for 3 LOBs (MAC, CABLE and People-PC)
 Maintaining SLA, Seat Utilization and Agent Utilization on target.
 Maintaining AHT by alerting SMEs about long calls.
 Break Management & maintaining overall Discipline on the floor
 Maintain continuous interaction w ith client side NOC-bridge and internal IT on outages /
application issues.
 Participating in Client calls / Flash Calls / Performance Analysis calls.
Functional Expertise
 Extremely strong people connect. Was able to drive volumes of above 170% offered to forecast
w ith Service Levels above 90% by motivating the engineers / associates on the floor actively
educating them about service levels and how every interval w orks and driving most of them to
w ork in a co-operative manner.
 Ability to interact and w ork w ith all levels of the company - articulate technical information to
large audience w ith various levels of technical know ledge base, including a business
management audience that may lack a deep technical understanding of internetw orking
technology solutions.
Job Description
 Provide Technical Support on In-bound calls
 Make scheduled / real-time callbacks for the team
 Checking documentation accuracy and suggesting agent-wise improvement plan to TL
(Initiative)
Functional Expertise
 Multitasking - w orked as a SUPER AGENT (elite group of engineers w ho w ere expected to
support a customer on call, 2 customers on CHAT and another 2 customers through remote
access) supporting various security products including Antivirus, Firew all, and specialized anti-
malw are solutions.
 Coaching / Mentoring skills - conducted regular refresher / pep-up sessions for the entire team
on case management / quality adherence and CSAT improvement tips.
Job Description
 Provide email support on Billing / Escalation issues
 Later moved to the PILOT CHAT TEAM based on performance in e-mail support.
Functional Expertise
 Professional email management and drafting skills Worked and experienced on Kana Server.
 CHAT support on TALISMA.
Job Description
 Provide chat support to AOL-UK customers.
 Troubleshoot Broadband, Dial-up as w ell as AOL application level issues for customers
 Up sell premium broadband and telecom products to customers on CHAT.
Functional Expertise
 Good opportunity to use communication skills to support technical issues remotely on CHAT.
 Improved multi-tasking skills brilliantly by supporting 6 simultaneous CHAT w indow s excelling in
a high pressure SALES environment.

4. THE RESIDENCE HOTEL, MUMBAI
[K. RAHEJA GROUP] 4 star property
Aug - 2002 – Aug – 2004
2 yrs.
Role - E.D.P. In-Charge
(Electronic Data Processing)
Free Lance Hardware Engineer
Feb - 1999 – Aug - 2002
3 yrs.
CHETANA’s Institute of
Management Studies, MUMBAI
Oct - 1996 – Feb - 1999
3 yrs.
Role - Counselor - Cum – Faculty
ACDEMICS & QUALIFICATIONS
 Completed 2 years Autonomous DIPLOMA in Computer Programming from NARSEE MONJEE Institute of Management
Studies; Vile Parle; MUMBAI.
 H.S.C. from Mumbai University with First Class
 S.S.C. from Mumbai Board with First Class
 Completed 1 year Certificate Course in Computer Hardware & Networking from KETAN Computers, BORIVLI, MUMBAI.
 Completed 3 months Course for Linux Administration from ULTRAMAX, Mumbai.
 Completed course for BASIC QUALITY TRAINING (B.Q.T.) from I.B.M.
 Attended M.C.P. (Microsoft Certified Professional) course at SUTHERLAND GLOBAL SERVICES
REFERENCES COULD BE ARRANGED IF REQUIRED
Job Description
 Handle a team of 4 E.D.P. Assistants
 Ensure smooth administration of Internet Services to guests in the Hotel rooms and the Business
Centre
 Troubleshoot and maintain the Hotel Management softw are and ensure data is backed up
regularly
 Report to GM on daily activities and suggesting improvements on IT-related Value adds for
guests
VALUE ADDs
 Lead role in setting up Wi-Fi internet connectivity in the hotel premises.
 Lead role in setting up Bio-Metric Attendance marking system for employees.
Job Description
 Professional Hardw are and Netw orking services to small scale companies.
 Trading of Computer hardw are peripherals to individuals / companies
Job Description
 Counsel applicants for Government recognized computer courses.
 Co-ordinate w ith the Board of TechnicalExaminations regarding course-curriculumand exam
schedules.
 Facilitate lectures for small batches up to 10 on topics in Computer basics and Office
applications.
ACHIEVEMENTS & SKILLS
 Have achieved all KRA metrics throughout the tenure, exceeding targets, in every role handled till date.
 Have been nominated for BRAVO – EXTRA MILER by the EarthLink Program and certificates for 100%
attendance for the month, numerous times.
 Have been awarded as BEST AGENT and BEST ALL-ROUNDER of the process twice during my tenure at IBM.
 Received certificates for being the best Up-Seller for broadband products as well as phone products for most of the
months in the tenure with SITEL.
 Good knowledge and troubleshooting skills of all types of Computers, Operating Systems & Computer Networks.
 Good customer handling as well as liaison skills
 Good Learning Curve, Disciplined and Self-Starter.
 Excellent communication, people management and analytical skills
 Street smart in handling most critical situations in operations management without any stress.