Thomas Issac provides a summary of his professional experience and qualifications. He has over 8 years of experience in information technology business and strategy roles, with a focus on customer service and results. His skills include communication, coaching, strategic thinking, process improvement, and project management. Currently he is a Supervisor of Business Operations at EMC Software and Services, where his responsibilities include managing teams, ensuring quality standards, and driving innovation. He previously held roles at Unisys Global Services and has an EMBA and professional certifications.

1. Thomas Issac. J
Address:
# 73, 5th
Cross Amarjyothi Layout, Ashwathnagar Thanisandra Main Road Bangalore-560077
Mobile-9538471082- Email: thomasissac07@yahoo.com
Summary
Professional with 8+years of experience providing leadership and vision in information
technology business and strategy. Customer-focused and results-driven with proven ability to
successfully lead teams in dynamic business environments. Ability to grasp complex business
issues and to make sound recommendations and decisions, and to establish relationships with
key stakeholders to ensure objectives and initiatives are aligned with business priorities.
Excellent interpersonal skills with an ability to communicate with both business and technical
resources at all levels
Skills and Competencies:
• Proficient communication Skills.
• Understanding of Multigenerational workforce trends
• Provide high Impact performance feedback
• Focus on employee's career development needs.
• Advocate organizational changes necessary for developing and keeping top talent.
• Aligning Performance for Success through Planning,
• Organizing and Delegation.
• Developing Others/Coaching.
• Adaptability.
• Functional Technical Skills.
• Organizational Awareness/Strategic Thinking &
• Decision Making.
• Evangelist for Global Innovation
EMC Software and Services- Supervisor Business Operations - Dec 2008 to till
date
Role and Responsibilities
• Key responsibilities included maintaining, managing and ensuring compliance to the
specified quality criteria for the team
• Planning ahead, find best strategies.
• Decide and implement, agree targets and objectives monitor and control progress,
evaluate performance, carry out appraisal and target setting for the team.
• To identify and recommend process improvements and enhancements. Conduct
performance reviews for the teams.
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2. • Set up & maintain appropriate communication processes
• Design & implementation of agent scorecard for calculation of monthly incentives
Monitored and maintained service level agreement.
Drive Global Innovation and Automation across the Shared Services Tower
Determine and communicate impact of service level exceptions; provided for schedule
adjustments to accommodate escalations; evaluated service levels and reporting trends to
determine cause analysis.
Provide constant updates, reports to the management on the ongoing Business efficiency
projects & measure the effectiveness of the Process.
Making sure that all the deliverables are getting delivered on time by collaborating with
different global teams including the product development engineering and field teams.
Escalation management for issues related to customer satisfaction, SLA’s adherence, delivery
of task etc.
Establishing goals, short term and long term budgets and developing business plans for
enhancing revenues and controlling expenses.
Regularly working on improving Turn Around Time and total customer experience.
Worked on multiple projects to reduce cost and make the business more cost effective.
Ensuring speedy resolution of queries and grievances to maximize Customer satisfaction
levels.
Planned and implemented Quality monitoring processes in Bangalore support Centre.
Drive utilization.
Align company initiatives with strategy.
Foster Project Management thinking within the organization.
Maximize resource utilization.
Ensure accountability amongst all team members
Drive Process Automations.
Work on increasing PPI for all the teams across the tower.
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3. “Unisys Global Services”, From Sep 2007 to Dec 2008
Accountabilities:
 Set-Up & maintaining of Maintenance Service Contracts
 Generating invoices and revenue based on the Services provided and as per the contract
signed with the customer.
 Interfacing the consulting revenue to Finance Manager and invoices to AR.
 Co-ordination with Country operations managers of different countries in order to solve
the consulting revenue & projects related issues.
 Co-ordination with the Client Service Management specialists in order to resolve the
revenue related issues of various customers in US and Canadian countries.
 Co-ordination with AR & Cash Managements teams in order to resolve the Invoice & Credit
Note related issues.
 Finding various ways to resolve the database error related issues with the co-ordination of
Operations heads of teams in the US, Canada & India.
 Monthly, Quarterly & Yearly close works for Consulting Business Operations.
 As an analyst, working with other associates to resolve their problem and Quality
Checking.
 Working closely with the conversion team for converting database from the existing legacy
system to Oracle Service Contract.
 Handling Special & National Account with special procedure.
 Independently handling a special project for the US region.(Revenue recognition)
 Trained new hires on the process front.
Academics and Certifications
Bachelor of Arts- Bangalore University 2007
EMBA- Indian Institute of Trade and Commerce
Prince2 Foundation Certified
ITIL V3 Certified
Six Sigma Black Belt Certified
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4. Personal Information
Date of Birth: 07th
November 1985
Father’s Name: James ( Late )
Mother’s Name:Lilly Victoria
Marital Status: Single
Languages: Educated in English, Kannada & Hindi
Speaking skills in English, Tamil, Kannada and Hindi.
Reference
Available on request
I hereby declare that the above-mentioned details are true to the best of my belief and
knowledge.
Place: Bangalore (Thomas Issac J)
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