K. Pranesh Shakthi Babu
Coimbatore
Summary
- An Inspired IT Graduate looking for a rewarding career in a fast growing and challenging environment and to be associated with a progressive Organization that gives me scope to exhibit and enhance my knowledge and skills.
- 44+ months of Change Management experience with an attitude to always provide top-notch service sets high standards and exceeds expectations.
- Coordinated various infra build projects and part of planning team which performed Data Centre Migration activities
- Part of the New Account transition team and helped in developing ORR, defining SLAs, onboarding activities
- Chaired CAB with all required stakeholders for smooth transitioning / approvals of High Risk / Major Changes.
- ITIL Certified / Valued contributor who performs confidently and effectively under pressure and thrives on challenge.
- Excellent communicator and a good listener.
- Enthusiastic learner who quickly grasps new concepts and technical / Process Knowledge.
- People management activities not limited to conducting one on ones, scheduling rosters, chairing meetings, leading shifts (team occasionally) and act as a mentor/guide to newcomers.
- Co-ordinate with all the required support teams and drive the bridge effectively to ensure every audience on the bridge gets a clear understanding of the issue, impact and the recovery actions to resolve the issue.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Infrastructure Technology Specialist
Cognizant Technologies Solutions
08.2019 - Current
Change Management - Professional 1 – System Delivery Coordinator
CSC
04.2011 - 08.2018
- Have experience in working with Service Now (Ticketing tool)
- Create, coordinate and manage end-to-end change and request management
- Assess RFCs to ensure that the appropriate level of planning, testing, validation has been performed through change management
- Handle both infrastructure & Application Changes
- (BAU and Project)
- Interacted with various platform teams and coordinated with them to implement change task within the change window
- Ensure fulfillment of service requests are maintained at agreed service levels
- Analyse trends and target areas of improvement for the services offered
- Coordinate small, medium to complex and large projects
- Manage communication and resources effectively
- Manage change, risks, and issues
- Provide regular governance and reporting, track aging changes and tasks and provide feedback to the platform team on closing the work on time
- Provide regular reports including dashboards, CAB, Forward schedule of change and so on
- As a Change Manager, chairs all CAB and ECAB meetings
- Consult and coach project teams help the PMO team in tracking project timelines and project billings
- Follow up on the pending Change and follow the escalation mechanism to drive to implementation
- Coordinated and implemented the projects using scrum model and conducted Sprint review calls
Associate System Engineer (L2 Desktop Support and Incident management)
CSC
04.2011 - 04.2015
- Responsible for L2 delivery activities in Incident management areas
- Responsible for monitoring queue(s) within ITSM during business hours
- Direct the Incident Management process by assigning tickets to the appropriate individual on a service provider team
- Receive the assigned incidents, determine if the ticket was correctly assigned
- Prioritize incidents, based on priority and urgency, and assessing service provider team resources and capacity
- Coordinate with the respective support teams to target the resolution with the SLA
- As a Lead for Chennai account team, provided training on the updated process and conducted Monthly and Weekly meetings for the improvement of the team, helped the team in maintaining SLA targets, FCR and Productivity targets
- Assisting my Team Lead in sending weekly/ monthly reports, attending management meetings, preparing weekly/monthly stat’s, managing team in absence of team lead
- As a Quality, SPOC for the complete team based in Chennai and Noida will be scrubbing the CSAT data and providing necessary feedback to team members and helped to improve the quality scores during audits
- Provided process and Technical KT for new joiners and other leverage resources
- Also troubleshooting the issues with Outlook, Lotus Notes, Citrix, Airwatch, and other Software related issues to maintain good FCR
- Worked on Remedy tool to log tickets and take reports
Sr. Tech Support Executive
Sutherland Global Services
04.2008 - 04.2011
- Provided technical assistance for the customer/clients owing Dell products
- Promoted as Resolution Expert in Dell Solution Station to action Outbound calls and high priority email requests
- Provided prompt, accurate, and respectful support to users, acquired a high degree of customer service skills and expertise on the technical front while ensuring customer satisfaction
- Applied troubleshooting techniques to verify solutions
- Frequently resolved issues with little or no supervision
- Quickly learned new tasks and rapidly resolved customer problems
Education
SSLC -
Sri Akila Vidhyalaya Matriculation School
Bachelors - Computer Science Engineering
SNS College of Technology
01.2007
Higher Secondary Education - undefined
Bavani Higher Secondary
01.2003
Skills
- Citrix XenApp
- Windows servers
- Analytical skills
- Technical Trouble Shooting
- Problem determination
- Virus Removal
- Software Troubleshooting
- Microsoft Office Tools
- Printer related issues
Certification
- ITIL v3 Foundation Certified
- Dell Certified engineer for troubleshooting in both Dell Laptops and Dell Desktops.
Languages
English
Tamil
Malayalam
Extra-Curricular Activities
Won the first prize in Carom at Inter College tournaments. Presented paper on 'Mark Oriented Education' and 'Domestic Robots' and won accolades. Member of college Kabaddi and Volleyball teams and which won many inter-college and other tournaments.
Technical Profile
- Hands on Experience in Citrix XenApp and Windows servers.
- Strong analytical and Technical Trouble Shooting skills.
- Problem determination and resolution within the expected time frame.
- Hands on Experience on Virus Removal (Manual), Citrix Xen App, Software Troubleshooting on Windows XP and Windows 7 Based errors, Microsoft Office Tools issues, and Printer related issues.
Significantaccomplishments
- Above & Beyond Award from Toyota client for the excellent support for Change management for 3rd consecutive year.
- Appreciation email from clients /Project managers for Project coordination and completion of Projects on time.
- Received appreciation from Onsite Delivery Executive for the support provided during project completion.
- Received appreciation from Onsite Program manager for the support provided during Account transition and managing the whole account during resource crunch.
- Received 'Top Performer' Award thrice while with Sutherland working for Dell - Sales and Customer service.
- Developed numerous troubleshooting KB articles, templates, and step by step instructions for resolutions.
- Created the process deviation documents which is used to streamline tool based and process failures inside the account.
- Received three different SPOT awards from senior management and HR team.
- Received the appreciation email from a client for maintaining the FCR and helping the account to maintain the KPIs.
Degree
BE (CS)
Disclaimer
I solely declare that the above statements are true and accurate to the best of my knowledge., Chennai
Personal Information
- Mother's Name: K. Vilasini
- Date of Birth: 03/06/85
- Gender: Male
- Nationality: Indian
Timeline
Infrastructure Technology Specialist
Cognizant Technologies Solutions
08.2019 - Current
Change Management - Professional 1 – System Delivery Coordinator
CSC
04.2011 - 08.2018
Associate System Engineer (L2 Desktop Support and Incident management)
CSC
04.2011 - 04.2015
Sr. Tech Support Executive
Sutherland Global Services
04.2008 - 04.2011
Bachelors - Computer Science Engineering
SNS College of Technology
Higher Secondary Education - undefined
Bavani Higher Secondary
SSLC -
Sri Akila Vidhyalaya Matriculation School