RAMESH NAG KAJA
Hyderabad,T.S
Summary
Meticulous Senior Associate knowledgeable about project management and team leadership. Bringing 18 years' experience in IT Operations, IT Service Management, Project Management and Program Management.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Associate, Network Operations
AT&T Global Enterprise Managed Services Pvt. Ltd.
05.2016 - Current
- Trained and supported new team members, maintaining culture of collaboration.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Served as liaison, facilitating communication between management and associates.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Conduct in-depth technical investigation, assessment, and communication for root cause.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Managed customer relations through communication and helpful interactions.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
- Controlling and managing resolution of major incidents
- Escalate Major Incidents to appropriate levels of management if they are no resolved within expected timeframe.
Sr. Associate
Tech Mahindra Ltd.
12.2009 - 05.2016
- On-site L1 Support, User Access Administration and Incident Management for Microsoft Commoditized applications used by internal and external clients.
- Setup of L1 Support from Transition, Knowledge Transfer and Cross Training to Offshore, migration of Helpdesk to Offshore, leading a team of 5 members.
- Preparing Key Operating Procedures, Documents of Understanding and Run Books during Transition.
- Creation of Incidents and Service Requests for supported applications, first point analysis on tickets and assigning them to L2/L3/ other service lines based on scope.
- Responsible for ownership, monitoring, tracking and resolution of P1/P2/P3 Incidents and Outages raised for applications supported.
- Involved in Preparation of DOU (Document of Understanding) & KOP (Key Operating Procedure) Documents.
- Involved in updating KEDB (Known Error Database) and KPI (Key Performance Indicator).
- Responsible for providing Response Time metrics of incidents reported in month.
Religare Technova IT Services Ltd
09.2006 - 05.2009
- Experience in supporting the technical needs of small businesses with emphasis on Security and OS configuration, DNS, Group Policy, hardware support, storage
- Coordinating with other IT teams to install, maintain & trouble shoot problems related to VPN and Broadband network connectivity
- Good knowledge on Ethernet, TCP/IP Protocols and in installation, repairing & troubleshooting of Windows Operating Systems (2000/XP/Vista/2003 Server) and updating the Service packs.
Technical Support Executive
Tata Business Support Services
02.2005 - 08.2006
- To provide on call trouble shooting steps for technical queries related to ADSL, DSL, and Dialup internet connectivity of ISP
- To provide on call configuration & trouble shooting steps for Internet browsers, Browsing, Email Client's such as Outlook Express 6, MS Outlook 2003, Opera
- Providing FTR on call for network issues related to ADSL, ISDN, Dialup, Net Telephony, Calling cards.
Education
Bachelor of Arts -
Osmania University
Hyderabad06.2004
Skills
- Client Relations Management
- Cross Functional Collaboration
- Project Management Software
- Stakeholder Relationship Management
- Targeted Resource Allocation
- Team Leadership & Motivation
- Work Planning & Scheduling
- Operational Efficiency
- Quality Control Standards
Certification
PMP Trained
ITIL V3 Foundation Certified
Lean / Sig Sigma (YB) Trained
Process & Automation Awarded
Timeline
Senior Associate, Network Operations
AT&T Global Enterprise Managed Services Pvt. Ltd.
05.2016 - Current
Sr. Associate
Tech Mahindra Ltd.
12.2009 - 05.2016
Religare Technova IT Services Ltd
09.2006 - 05.2009
Technical Support Executive
Tata Business Support Services
02.2005 - 08.2006
Bachelor of Arts -
Osmania University
PMP Trained
ITIL V3 Foundation Certified
Lean / Sig Sigma (YB) Trained
Process & Automation Awarded
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