Experience — Shashi kiran.S

Let’s work together if we are on a lookout for Innovative and profit oriented “PMP” Certified professional, with 11+ years of experience in Developing and maneuvering Technical Support / Managed services, Hosting support, SAAS, customer success programs.
Expertise in setting & managing cross functional teams spread globally in an off & on shore business model.

A people personnel, yet target oriented leader who achieves objectives through interpersonal communications, meticulous planning, proactive management strategy, motivational team dynamics and a network of contacts.

Career Snap:-
1)Transitioned and Setup 3 Pilot Process (1 Service desk & 2 SAAS/managed services projects) .
2)Created and successfully implemented a focused delivery model resulting in 20% Improvement in customer satisfaction and phenomenal change noted in NPS.
3)Lead the team to ramp up capacity to support an 18% growth on demand fueled by new product launches by clients & improved quality, just in time performance delivery.
4)Attained PMP certification in due course aiding me better manage team’s performance by adapting new and disruptive techniques winning the voice of team & client.

Let’s meet & talk if you are on a hunt for like-minded people who believe in "Hire a Character’ & "Train the skill"
ethos.
Areas of Expertise:-
•Operations, Process, project, program management
•Forecasting, Strategic & Tactical Planning
•Quality Assurance & Control & CPI.
Areas Of interest / Improvement:-
•Positive EBITDA / Earnings Impact
•Revenue / Market share Analysis
•Fiscal Management / P&L Accountability
PS:- Hold U.S B1 Visa until 2022

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Experiences

Reporting to General Manager Operations, My role involves in leading and implementing organizational strategic goals by handling multiple managed services / SaaS / Hosting support projects which include Parallels (Plesk), servInt, and part of IBM projects. In due course I oversee all program management activities including but not limited to New-hire, Training, Operations, people, program, workforce / resource management, capacity planning, transition etc..
Deliver High Quality consulting services to internal research groups & develop /deploy ground breaking program initiatives across the organization.
Work closely with senior management V.P Operations to attain the business goal by tweaking methodologies, and provide strategic recommendations for continual improvement. Provided leadership in project/process management, and client relationships to 3 teams having on / off shore model resources: including Assistant Managers, Technical Account managers, Quality Analysts, Team leaders, vendor account managers.
Effectively manage vendor/client sourcing relationships and excelling on accepted service level agreements.
Planning Enterprise Portfolio Management include Partnering with business and technology groups to sequence the implementation of projects, and onboarding new ISV to the platform.
Created and successfully implemented a focused delivery model resulting in 20% Improvement in customer satisfaction and phenomenal change noted in NPS.
Lead the team to ramp up capacity to support an 18% growth in demand fueled by new product launches by clients and improved quality and on-time delivery performance.
Served as liaison between Technology, Product Operations, Customer and Enterprise Services in all project stages including initiating, planning and execution.
This role demands cultivation of human resources and elevating customer satisfaction. This was dramatically possible by increasing employee engagement by developing a team-oriented culture, consistent communication, talent recognition, creation of training and support for the team.
Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals
Periodical review support workflow adherence to standards including resource capacity planning.
Developed and led best practices for cross-functional team having dual line of business by providing direction on technology / corrective actions.

Detailed Description

Oversee short and long-term financial and managerial reporting
Developed plans for managing/retaining talent inside organization and for improving leadership strength and stability.

As a Principal Consultant (Team Lead), I was entrusted with the mission of single handedly transition / manage activities confining to the “Helpdesk Operations” contact center and fulfillment departments for the WORLD BANK GROUP, IFC.
Actively supervised the direct reports composed by associate consultants, consultants and senior consultants. I turned myself into a developer of talent with expertise in hiring, training, handling operations and appraisal.
Got trained in World Bank group entity (IFC) in Washington D.C, U.S.A and had a major role in transitioning the process from U.S.A to India. Lead by example, supporting 5000+ employees of IFC from over 160+ countries globally. During this period, I also acted as a regulator for critical infrastructure maintenance scheduling/ deployment with engineering teams globally.
Manage and maintain global Helpdesk -Voice and Email
Improve the operational systems, processes and policies in support of the organization’s goal
Participate in regular transition /global service desk meetings with the client and update team
Oversee all financial management, planning, systems and controls
Supervise and guide/update team on policies and procedures regularly
Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals
Oversee short and long-term financial and managerial reporting
Manage and increase the effectiveness and efficiency of support services through improvements to each function as well as coordination and communication between support and business functions
Assure that the team delights customer on every call & achieve the SLA set by client
Technologies supported: Active directory, Lotus Notes 8.5, RSA, SCCM, Windows Vista/ Windows 7, MS Office 2007, network, Hardware, software related issues,Blackberry, iPAD, Citrix, VPN etc.

As an SSE was responsible for advanced technical support on “BES” environment for the entire Firm , on Aruba, cisco phones, desktop’s laptop’s VPN, RSA ace server’s , access points, Citrix, sector zero encryption software etc. During my service, I was a liaison to team in assisting Investment Bankers, Traders, Clients, partners to login to their system’s /Blackberry’s , IPAD and perform day to day activities. The SSE role also transfigures personnel and administrative skills, such as, multi-tasking, project assessment, hiring, performance appraisal, communication and infrastructure facilitation
Drive initiatives in the management team and organizationally that contribute to long-term operational excellence
Maintain the 2 city mailbox: Salt lake City, U.S.A and Bangalore, India
Provision/troubleshoot/ maintain: Ace server/desktop/laptop/access issues for share points •

Detailed Description

Guide and maintain a team of Technical Support Executives
Handling technical escalation, attending client meeting and technical discussions
Drive initiatives in the management team and organizationally that contribute to long-term operational excellence
Prepare operational reports and analyze setting forth progress, adverse trends and appropriate recommendations/ conclusions
Blackberry: Manage/troubleshoot the BES environment for the entire Firm
Liaison with vendor Vodafone for blackberry, cisco for access points etc
Provision/troubleshoot/ maintain: Ace server/desktop/laptop/access issues for share points • Provide access/trouble shooting terminal server access related issue- Terminal server

This role diversified my skills and gave me extensive practical experience of working with computers, Infrastructure and resolving any support issues. During my service I was exposed to the fields of asset management, infrastructure management, vendor management, service maintenance and back-up maintenance. The role gave me an ability to administer and control the operations.

Detailed Description

Working knowledge on Windows 2003, XP, Vista OS. MS office
Hands on experience on handling active directory like creation, deletion and configuring Active Directory accounts, group policies and security settings on AD and exchange 2003, & VPN, (RSA) ACE server issues.
Liaison with Server Group for outage schedules to loading patches as a part of server management.
Asset Management: Developed IT equipment inventory count, track machines procured under STPI/Tax paid
Planned and deployed IT infrastructure – Desktop/Laptop/Server, using HP ITSM • Infrastructure Management:- Responsible for checking of Network IT-Security / polycom /Network ports/printers/Avaya Phones / Projectors/security concepts
Backup Maintenance: Expertise on Desktop Backup technology– Iron Mountain Connected Data Protector
Vendor Management: Liaison with service Providers in case of incident reported in infrastructure equipment
Maintained Invoices related but not limited to Legal issues, ordering and maintaining records from multiple IT Vendor

Handling a Team of 12 in process regulation, and trained them on various aspects like Telephone Etiquette, Customer service skills, Communication skills, Listening skills, Email/ work culture& professional Etiquette etc..
Worked closely in setting up Siemens hipath pbx and the IVR and voice logger right from installation to ready for operation setup.
Designed the call flow and the process flow structures, setup SOP for CRM and field application.

Dealing with Aspect dialer related & Database problems. Dealt with Various remote connectivity/monitoring tools like VNC, ,LOGmein, PC Anywhere, ASRA(webex),windows terminal etc…
Collection of logs and installation of cod mod respectively, connectivity tests etc.
Updating in various process related tools and worked on server 2003. Handle escalations

Working as a A5 Specialist my duties ranged in helping users with technical issues related to Laptops, Desktops etc. Assisted Canadian customer's in installing software's, OS, etc..
Got trained on vista pilot batch by Microsoft.
Received many accolades as TOP TECH and Dell connect champion for two consecutive quarters.

Duties include Resolving Billing enquires , Basic internet issues, DSL , ADSL, Broadband
Got promoted as senior process executive and was into training the New Hire
Won the Individual Extra Miler award for exhibiting excellent performance on voice and data. Won the Spot award on the floor twice.

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Shashi kiran.S

Sr.Operations manager- Help business EMPOWER operations,support&SAAS units.Visionary to take customer success to Vertex. ---- https://in.linkedin.com/in/shashikiranpmp

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