Preshanth Rajagopal has over 13 years of experience in ITES and service desk delivery. He currently works as a Senior Consultant - Vendor Management at ExxonMobil Services & Technology, where he provides oversight of help desk and access administration services. Previously, he worked at Hewlett Packard, Cognizant Technology Solutions, and other companies in roles such as Learning and Development Specialist, Team Leader, and Product Specialist. He has technical skills in Windows, Linux, databases, and other tools. He also has several certifications including ITIL V3, MCTS, and courses from Harvard Business School.

1. Preshanth Rajagopal
Phone Number: 9886613404
Email Address: preshanth.rajgopal@gmail.com
Experience Summary

2. I have a total of 13 years’ experience in ITES and Service Desk
Delivery .Being a career driven person, I believe in being a part of a team where my
performance is most aligned to my company’s values and goals.
Current Employer name – ExxonMobil Services & Technology Private Limited
Education and Certifications
B Com and Completed ITIL V3 certification & MCP
Technical Skills
Operating Systems Windows Vista , Windows 7,Windows 8 , Windows 2008 Server ,
Windows 2012 server ,Linux RHEL (Partly familiar) and Sun
Solaris (Partly familiar)
Database Tools Remedy ,MSE (Microsoft Siebel Enterprise from 2.10 - 2.17),
Sherlock, Merlin and Clarify, HPSM and Service Now
Other tools Primus , Visual KB, Avamar Administrator, and TEC(Tivoli
Enterprise Console),Blade Impact Manager(BIM), Blade Logic
configuration Manager, Enterprise Reporter Adobe Captivate,
Adobe Acrobat Pro, Adobe Audition and Question Mark.
Rewards and Certifications
HP 1. ITIL V3 Foundation (external)
2. ISS ( HP Certified Training Consultant)
3. MCTS ( Microsoft Technology Specialist for JavaScript, HTML 5.0
and CSS3), MSTS ( Windows 8.1 )
4. Harvard Manage Mentor Certified on Retaining Employees,
Performance Management, Business Case Development, Team
Leadership, Crisis Management, Strategic Thinking and Persuading
Others)
5. HP - Corporate LND certified on Stepping Up to Team Lead and
Presentation Skills
6. Yellow Belt Trained on SIX SIGMA and Lean SIGMA
7. Recipient for 8 awards ( Best Training consultant for 8 different
months)
8. 1000$ award winner for Lead the Way - HP Global Award
9. 3 times best Training consultant of the quarter
10. CIP completion award.
Cognizant
Technology Solutions
and Previous
Employers
1. MCP done for 70-270 and 70-271
2. Internal calibration done for Avamar, Networker and TSM
backup management
3. 18 time best analyst award winner
4. 4 times best product specialist of the quarter
5. Was a part of Traveler's project (CTS) and was one of the two
members to win a desk of 12 people team and was pivotal in
increasing the desk number.

3. Duration in the company: March 7th
2011 to till date
Technology Vertical: Customer Service
Role: Senior Consultant – Vendor Management
Designation: Senior Consultant – Vendor Management (For Quality and Performance
Conformance)
BASIC FUNCTION –
• Providing oversight of help desk or access administration services’
performance conformance and quality management operated by Managed Service
Provider involving SLA and KPI tracking, reporting and compliance to contractual
terms
MAJOR ACTIVITIES – Brief description of the activities handled directly by the
position
• In partnership of the Managed Service Provider or Supplier,
o Provide management oversight of the delivery of a secure, cost
effective and customer-focused service to ExxonMobil IT (EMIT) customers.
o Oversee the delivery of Customer Services (e.g., Service Desk, Access
Administration)
o Coordinate work of teams to meet service targets and monitor work
load and performance over time, determining trends and identifying areas of
improvement
• Champion continuous improvements to ensure services are delivered at a
pacesetter’s cost
• Ensure timely communication to key customers
• Ensure a safe and secure operating environment
• Comply with corporate and S&C policies and report all violations
• Be familiar with DR/BCP plans and in the event of an incident, take charge in
executing plans
SCOPE – List all significant data that will help define accountability of position
Customer Service
Provides 24x7 support to ExxonMobil associates for:
• First point of contact technical support for ExxonMobil computing environment
(IT help desk) and North America retail sites (Retail help desk)
• Access administration of IT supported infrastructure platforms and specific
major applications (e.g. SAP)
Current Employer name – Hewlett Packard Global Soft Ltd
Duration in the company: March 7th
2011 to 1st
Feb 2016
Technology Vertical: LND
Role: Learning and Development Specialist
Designation: Learning and Development Specialist (SEN)
Hiring:-

4. • Hire new joiners and evaluate them based on their language skills
• Participate in calibration meetings for Trainer/ QA and Senior Trainer
presentation panel for selecting them
• Interview Trainers/ Analysts on their current skill-set against the delivery's
requirement.
• Prepare and circulate assessment papers for Internal Job Postings for L1/ L2/
SME and TLs
Operations:-
• Design Process Improvement Plans for desk's improvement
• Lead projects on Service Improvement and Continual Improvement for desks
and their development.
• Develop Process training modules and curriculums from scratch
• Transition deliveries from a training perspective.
• SPOC for Skill Enhancement Trainings conducted within India Center
• Train and enable team for ITIL based delivery
• Establish and document delivery process and vendor/ escalation management
process
• Coordinate with Knowledge management team and prepare a seamless KM
database for the desk's reference.
Learning and Development Specialist & Instructional Designer:-
• Participating in the portfolio management process, which includes supporting
needs assessment, solution selection, design, development, implementation,
reporting, and continuous improvement and innovation of learning solutions
across APJ region
• Work as an instructional designer for all the knowledge collaterals used for the
functions supported
• Assisting with the alignment of development priorities with the needs of the
business/functions.
• Supporting and tracking and reporting of activity against assigned project
budgets.
• Supports cost-benefit and business impact analyses of alternative learning
solutions.
• Supports the design and plan of assigned projects
• Contributing to corporate-, business-, or function-specific development
solutions that impact multiple business units regionally and globally.
• Prepare self-learning solutions and provide process updates using Adobe tools
like Captivate and Dream viewer.
Previous Employer name – Cognizant Technology Solutions
Duration in the company: Sept 2nd
2009 to March 4th
2011
Technology Vertical: IT IS
Role: Team Leader / Instructional Designer
Designation: Senior Systems Executive
Role details:

5. • Was a part of the hire and training team to my project and was on
Chennai for the purpose of hiring and training the new team members.
• Led a team of 18 individuals for meeting desk level and center level SLA
• Was managing the Change coordination of various server updates and
reboots
• Instructional Designer for process documents.
• Provided WBTs to offshore team members using Captivate.
• Create and update knowledgebase for new joiner’s reference.
• Provided Knowledge Transfer for all the new joiners for the project and
was the sole technical /operational contact for resolution.
• Attend weekly and monthly calls for the purpose of team performance
review with the clients.
• Prepared troubleshooting /process documents and easy guide for the new
team with the escalation contact matrix.
• Provide Level two support in server (Windows) certification, Sunset a
server and De-install a server and associate the CMDB accordingly.
• Provide level to support in adding/removing users, clients and objects in
AD services and record the changes accordingly
• Provide tier two support for backup clients which includes NT Backup,
TSM, Avamar and EMC Networker.
Previous Employer – Hewlett Packard Global Soft Private Limited
Duration: Oct 16th
2006 to Aug 25th
2009.
Technical Vertical_- ITO GSD
Role: Team member/Senior team member / Instructional Designer
Designation: Technical Support Engineer.
Role details:
• Troubleshooting and reporting any issues with Beta products of Microsoft.
• Created more than 12 Primus (Knowledge base) articles for new joiner’s
assistance.
• Mentor and provide technical guidance to new joiners.
• Troubleshooting MACS (Messaging and collaboration Services) Issues
which includes Outlook and other office package installs
• Instructional Designer for process documents..
• Installing Windows using RIS ( Remote Installation Service / Windows
Deployment Service )
• Troubleshooting any issues with the windows operating system
• Troubleshooting network oriented issues in the buildings and , Tracing
rogue DHCP servers, Stale DNS in both the client systems and servers
• Mentoring new joiners and help them to get up the learning curve
• Creating new troubleshooting articles for the betterment of the project
• Creating team reports and analysis reports and helping SME in managing
the team
• Attending monthly conference calls with the SME
Previous Employee – Cli3l E Services (A joint venture of ClientLogic USA, and ITC
InfoTech)

6. Duration: Oct 20th
2003 to Oct 12th
2006
Role: Product Specialist
Designation: Product Specialist
Role details:
• Managing a team of 20 people and being responsible for their metrics
• Analysing and trending the team’s performance and provide constant floor
assistance to the team members
• Helping the team and the team leader in any technical issues
• Attending Escalations that require high end troubleshooting to resolve the
issue
• Attending Monthly performance reviews of the team and trend the
performance of the team,
• Engage in team building meeting and develop the metrics of the team.

7. Duration: Oct 20th
2003 to Oct 12th
2006
Role: Product Specialist
Designation: Product Specialist
Role details:
• Managing a team of 20 people and being responsible for their metrics
• Analysing and trending the team’s performance and provide constant floor
assistance to the team members
• Helping the team and the team leader in any technical issues
• Attending Escalations that require high end troubleshooting to resolve the
issue
• Attending Monthly performance reviews of the team and trend the
performance of the team,
• Engage in team building meeting and develop the metrics of the team.