Shivaram Selvam

Operations Manager  Oversee overall business operations and manage labor, productivity, quality control, efficiency and safety.  Lead all aspects of projects, including capacity planning, resource allocation, project documentation, client engagement and reporting.  Manage and develop team of individual contributors and team members/leads with high complexity and risk in technology operations for the client.  Led all sprint planning, sprint reviews, sprint retrospective and daily scrum meetings with the team for project progress and status report.  Transition management for multiple projects until closure.  Good understand and engagement with Key stakeholders, organizational level partners and peers.  Streamline processes, manage cost, identify opportunities for process improvement and development, Projects 1. IT Operations – Project Management. Client – APEX Service Partners Tools: Ubiquiti, Lighthouse, Service Now. Responsibilities:  Defined the scope of support, set up process and guidelines for daily operations of the team.  Resources planning, onboarding, offboarding, outage planning in line with forecasting to maintain uninterrupted service to Client.  Identifying client requirement, drive continuous improvements, streamline processes and procedures through use of automation.  Root cause analysis, quality checks, tickets audit, weekly, monthly, quarterly performance reports, weekly presentation of project status and reports.  Project documentation, KBs, SOPs, RCA preparations.  Work on BAU’s, weekly connects with Key/Business stake holders and drive key strategic initiatives with End user experience, Operational Efficiencies and drive CSS survey from Client.

Responsibilities: -------------------- - Lead a 24 x 7 Migration project of 12+ team members. - Manage stakeholder relationship. - Accountable for seamless delivery of services as per ITIL V3 process and within the stipulated Service Levels (SLAs). - Driving Service Improvement Programs which are in line with the business needs. - Ensure zero customer escalations and maintain high customer satisfaction. - Maintain high Employee Satisfaction, low attrition levels oversee career improvement for team members. - Develop and maintain a robust change and release process for Standard Operating Procedures / Knowledge Base. - Creating scorecards, reports for individual performances, 1 on 1 for feedbacks, assisting team members to deliver as per SLAs. Transition Team Lead: -------------------------- - Handled transitions of different level of complexities, time frame agreed with target numbers. - Ensure project delivery as per targets agreed for the projects - Co-ordinate with operations and support functions - Successfully helped in Migration of 3000+ users across global to migration to new platform, handling all outbreaks due to new software changes. - Created multiple SOPs, reference documents which has been used a knowledge base by clients and support teams. Additional Responsibilities: --------------------------------- Subject Matter Expert: -------------------------------- - Leading a 10 member strong Service Desk practice and ensuring ready availability of skilled resources for the current and upcoming projects. - Plan and implement learning and development modules for the Service Desk team - Business Development - Play and active role in responding to escalations and finding root cause analysis. - Lead client walk through meetings for Service Desk projects.

* Senior service desk analyst depolyed at client location LnT Infotech as a contrator. * Project name - Terex * IT service desk operations. * Account management, creation, modifications on Active Directory. * Software installation on client system. * Service now ticket management. * Hardware diagnosis. * System maintenance. * ITIL process adherence. * SLA adherence, Quality Assurance etc. * Incident management, Request management, Task management.

Role – Program Support Specialist Tools: PowerPoint, Excel. Responsibilities:  Coordinate with the customer/Business owners for program support, sales and technical requirements gathering.  Up sales with all customers with respect to enquiries.  Training coordination support with the accredited trainers.  Scheduling, plan preparation, sales target tracking, project tracking, meeting scheduling etc.  Explaining products, catalogues, presentation, demo services as per client and customer requirements.

* Client - Diageo * Active Directory management. * Incident management. *Change management. * SLA & QUALITY management. * AHT, Queue, Break management. * Task manager, Incident Manager, Data collatio.l etc., * Resetting passwords, unlocking accounts, troubleshooting Outlook issues, Software installation, hardware diagnosis, assiging complex issues to 3rd level support.

* Providing technical assistance to DELL customer through phone and emails. Troubleshooting of desktop, laptop, printers, network connectivity, software installation, etc., * Up sales of dell hardware parts, warranty, services, new soft wares , dell online products. * Providing customer service to product related queries and delivery support. * Helped the company improve the Net promoter scores through a campaign called COP( Customer Outreach program). * Selected as an Advance resolution expert for achieving all targets set by the company.

Bachelor's in computer applications.