Technical Manager

A pragmatic IT Service Management Professional with a focus on execution and drive for results. With almost 6 years experience in IT Service Management for High Tech companies, I have executed on a variety of fronts:

• Leadership of Pre and Post Technical Service Teams for global high technology companies (Pearson US)
• Service Business Development - HCL
• IT Management – Sebros.
• Client Management – HCL, VCustomer.
• Customer Service Management.
• Service Readiness
• Service Training

Although born and raised in India, Ravi has a cultural experience of UK, US, CANADA.

Experience

Consultant | Glasgow Chamber of Commerce, Glasgow, UK.

Jul 2012

Title: Economic Development of Glasgow City Centre Plan 2013-17

Details: During my MBA, got an opportunity to work in a team with Glasgow Chamber of Commerce, on a project based on Glasgow City Centre. In which we contributed our recommendations on the overall economic development plan of the Glasgow City Centre for the year 2016-17, after analyzing it strategically.

Asst. Manager | Sebros Pvt Ltd.

Mar 2010 - Aug 2011

Responsibilities:

• Leading team in maintaining Windows server, running the entire server test cycle, preparing system test results and delivery schedule, analyzing defects and resolving them on the spot.
• Providing sessions on new updates, guiding the team in establishment of project operational processes.
• Monitoring the progress of work at individual level and helping the team to understand crucial intricacies of the process to deliver a defect-free cycle within the given time frame.
• Managing offshore - onshore server and quality related issues.
• Maintaining process severities as per the standards.
• Assurance of timely completion and delivery of the work assigned.
• Responsible for allocating work among my team and managing the work force distribution.
• Communicating with department managers, identifying business requirements and proposing an IT Solution respecting budget and time constraints
• Hardware and Software asset register to establish software license compliance.
• Providing solution and continually tracking physical and virtual equipment on the network.
• Responsible for improving IT planning and facilitating budgeting.
• Maintaining the SharePoint of the company.

Sr. Analyst | HCL Comnet Pvt Ltd.

Nov 2008 - Feb 2010

Project: Pearson Publications (US)

Responsibilities:

• Worked as Business analyst responsible for Gap Analysis, Client interaction and interaction with the infra teams for testing and implementing the applications within the given time frame.
• Diversified experience through leading and working with cross-functional teams from different nationalities and organization.
• Process Documentation- Reviewing and updating existing road maps as discussed with clients and further down implementing change within the process.
• Participating in Con-calls with the clients to discuss process requirements.
• Managed service delivery, quality assurance, client management and people management related functions as per the SLA.
• Responsible to create Training modules and process setup and transition.
• Maintained KRA Report for team members on weekly & monthly basis & coordinated with reporting manager.
• Responsible for MIS Reporting.
• Identified training needs through quality check & conducted programs to enhance operation efficiency of the entire team.
• Was responsible to prepare monthly forecasting, resource utilization and schedule variance reports.
• Conceptualized & implemented strategies to enhance operational efficiency and ensured adherence to all set of parameters to enhance the efficiency of various aspects of the service delivery cycle.
• Cost analysis and resource planning done through Microsoft project planner.
• Providing process training to fresh talent while managing the new process setup.

Analyst | HCL Comnet Pvt Ltd.

Jul 2007 - Nov 2008

Project: Pearson Publications (US)

Responsibilities:

• Responsible for providing technical support to business clients in virtual environment.
• Boundary of support also includes managing business severities through incident management.
• Communicating with other vendors (IBM, HP) of Pearson to adhere process business severities as per the given service level agreement.
• Maintaining track record regularly for different severities within different compliance.
• Regular Client interaction to implement new changes within the organization.
• Providing Offsite support for client applications running on Macintosh and windows.
• Monitor created incidents on daily basis to maintain SLA.
• Responsible for creating problem reports on daily issues and used to maintained the Knowledge base.
• Creating reports and analyzes incidents reported daily to maintain quality.
• SME in handling technical issues.
• Involved in additional initiatives – organizing programs to enhance operational efficiency of different teams.
• Mentor new hires to enhance their technical expertise.
• Responsible in organizing and managing trips outside organization for different teams.

Attainments

• Successfully mentored and groomed over 20 fresh analysts.
• Supervised team in attaining a goal of 100% SLA continuously for 3 weeks.
• Awarded the Title “You can make, the impossible look possible” from Dep’t. Head (HCL) in Nov 2008, for extraordinary contribution to project work.
• Promoted for exceptional work by management.
• Implemented changes within the standard process to attain work life balance for the teammates.

Technical Associate | VCustomers Pvt Ltd.

Jan 2007 - Jul 2007

Project: Linksys - CISCO (US)

Responsibilities:

• Use to support home based customers and business clients.
• Handled issues related to wireless & wired Network.
• Support all Cisco-Linksys Wireless routers - WRT54G, WRT54GS. Etc.
• Experience in generating leads and penetrating new sales accounts.
• Experience with Enterprise Architectural sales.
  
  • Support gaming consoles like xbox & playstation with the Linksys routers.
  • Support Linksys Print Servers and Adapters.
  • Support operating system like Macintosh OS (Tiger), Windows XP.
  • Support different network components of Cisco-Linksys.

Technical Engineer | Oasis Services

Aug 2005 - Dec 2006

• Use to provide technical solutions to staff.
• Supported issues with Printers and OS - Windows XP.
• Maintaining the Daily Data Backups for different departments.
• Assurance of timely completion and delivery of the work assigned.
• Maintaining hardware and software services within the company.
• Maintaining inventories of technical hardware components used by the staff or during replacements.

Summer Intern | R Systems Pvt Ltd, Noida, India.

Jul 2004 - Sept 2004


Responsibilities:

Title: Develop a tool Information Storage Retrieval System in Microsoft Visual Basic 6.0.

Details: The nature of this tool was to save the email conversation between clients and the developer so that the information provided by the clients could be documented for future reference. This experience explained how information could lead to increase in understanding and decrease in uncertainty within the organization.

Summer Intern | Vintron Informatics Pvt Ltd, New Delhi, India

Jul 2003 - Sept 2003

Responsibilities:

Title: Manufacturing and Marketing of Computers.

Skills

• Implementation of DMAIC methodology (Six Sigma) in Lakhani Rubber Works.
• Test solutions using Plan-do-study-Act (PDSA Cycle).
  
  • HP UNIX Certified Administrator.
  • Working Knowledge of Remedy, Peregrine, ARD – Apple remote desktop, Dameware, Cisco Vpn, Lotus Notes, Citrix.
  • Statistical tool: Minitab - Regressions/Probability Distribution/Graphical Charts, IBM SPSS
  • Operating System known: Macintosh OS (Tiger - Mountain Lion), Windows OS (98 – windows 7), and Ubuntu.
  • Languages Known: Visual Basic, SQL Query.