1. RESUME
VINAY.S Email: vini_gowda@yahoo.co.in
vsidde@gmail.com.
________________________________________________________________________
ADDRESS No. 4 ‘R’ block police quarters
Adugodi Bangalore – 560030.
Telephone – 9980145563.
OBJECTIVE:
Seeking a position to utilize my skills and abilities in the company that offers professional
growth while being resourceful, innovative and flexible.
QUALIFICATION:
B.Com [S.S.M.R.V. COLLEGE 4 ‘T’ BLOCK JAYANAGAR
BANGALORE]
COMPUTER LITERACY:
Diploma in computer fundamentals.
Certifications:
Completed ITIL V3 2011 Foundation.
ACADEMIC QUALIFICATIONS
EXAMINATION UNIVERSITY INSTITUTIONS
MONTHS &
YEAR OF
PASSING
B.Com BANGALORE UNIVERSITY S.S.M.R.V.
COLLEGE.
APRIL,2004
P.U.C. BANGALORE UNIVERSITY
RANI SARALA
DEVI COLLEGE APRIL,2001
S.S.L.C.
KARNATAKA SECONDARY
EDUCATION EXAMINATION
BOARD
PADMAVATHI
HIGH SCHOOL
BANGALORE.
APRIL,1999

2. Job Experience
Company: Accenture Services Pvt. Ltd
Job Profile: Shift Operations Shift Lead- Incident Management.
Duration: October 2013 - Till date
Roles and Responsibilities:
• Drive the Critical Incident by setting up troubleshooting bridge and bringing in
respective domain/resolver teams.
• Work towards faster resolution of critical incidents, by bringing in the concerned
resolver teams together.
• Reporting and tracking of all critical incidents within the domain of the team.
• Ensure communication to Global and India Leadership team as per defined process.
• Ensure communication to respective Facility IT lead, Domain leads, Domain Teams,
Business Group and Project stakeholders and other stakeholder as per process
defined.
• Ensure accurate, detailed and timely communication to all concerned stakeholders.
• Escalate relevant issues at the right time to the respective domain/IT leads for better
attention and faster closure.
• Work closely with the L3 NS, L3 DS, Problem management and location teams and
work towards faster resolution of critical incidents.
• Ensuring the team is available 24x7x365 days.
• Reporting of Critical incidents Summary Report daily.
• Shall own the complete life cycle of Critical incident from start to end.
• Work towards potential P1 incidents.
• Advising of opening and tracking the ticket with Problem management where P1
Incidents (more
than 3) are reoccurring and root cause is unknown.
• Involve the relevant teams in trouble-shooting, bring everybody involved in the
resolution process on a common platform and update the management with regards
to the business impact in a timely manner and render all the necessary help in
reducing the P1 resolution time.
• Resolve all the P1 incidents within the SLA/OLA and contribute actively towards
resolving client end issues.
• Minimize the number of P1 to P2 or cancel by taking necessary approval and
investigation from relevant teams.
• Work with team personnel to identify required changes.
• Communicate needed changes to development team.
• Building Training Documents
• Handling priority Incidents (Critical P1 and High P2 Incidents)
• Manage and track critical & high priority incidents reported across facilities in India.
• Meet specified targets for critical priority incident as set by the management.
• Ensure SLA is met as per priority of incidents and report violated incidents to
management.
• Track & follow-up on RCA for critical & service impacting incidents.
• Follow-up with ISP regarding link related outages and ensure that RCA is produced as
per agreement
• Ensure issues are identified, tracked, reported on and resolved in a timely manner.
• Suggest areas for improvement in internal processes along with possible solutions.

3. Work Experience:
Company : Accenture
Job Profile: Subject Matter Expert.
Duration : October 2006 – September 2013
Roles and Responsibilities:
• Description: Manage Operations from process & measurement standpoint
Set and assess representative's performance expectations and performance, and
create individual action plans.
• Monitor associate customer contacts and provide constructive feedback on
performance to individuals on a regular basis.
• Conduct briefings and team meetings for team status updates, new product
information, policy and procedures change, etc.
• Ensure key service center performance indicators are met and assist Operations team
with performance summary reports creation.
• Collect feedback from Associates, Team Leads, Managers and Quality Coaching team
to identify associate training and development needs.
• Develop reward and recognition programs for teams.
• Present current customer issues, trends, and recommended solutions to management.
• To minimize customer complaints and escalations by directing the team in providing
exceptional service and call control.
• To ensure that all technical equipment is working to support the Contact Centre, and
communicate issues to the Shift Manager.
• Maintain complete and comprehensive team records for each team member including
1-2-1's, development plans, training records.
• To report on attendance/quality/ productivity/attitude within the team. To
communicate any issues to the Shift Manager.
• To ensure full compliance with the Data Protection Act 1989 and subsequent
amendments.
• To ensure that sales are maximized through training/coaching and that all sales are
made in compliance of policy and procedure.
• Ensure all security checks are carried out in line with company policies and
procedures, ensuring the risk of fraud are minimized.
• Maintain current understanding of policies and procedures, website changes, new
products and processes of company and customer service center.
• Manage escalated customer enquiries / complaints.
Supervisor
Santosh Sreenath

4. Work Experience:
Client/Company: Transworks
Project Duration: November 2004 – October 2006
Project & Role Description
Work Experience 2:- Worked in Transworks as process executive, for more than One and half
year (Nov 1st, 2004 to 29th
Oct 2006). Process called CE (Credit Evaluation) non-voice process,
and also I worked in process called COA (Change of Address).
LANGUAGE KNOWN : Speak: Kannada and English.
Read: Kannada and English.
Write: Kannada and English.
Typing : Senior Grade
PERSONAL DETAILS :
FATHER NAME : SIDDE GOWDA.K.
Date of birth : 25- 01-1983.
Sex : Male.
Nationality : Indian.
DATE : Yours Faithfully
PLACE: BANGALORE. {VINAY.S GOWDA}