Operations Support and Escalations Management

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.