Gladson Varghese

Department: IT & Business Development Solutions Designation: Operations Manager - IT Business Services Projects Responsibilities:
•Directed the company to provide an exceptional service & support experience to all stakeholders by overseeing & handling all Help Desk call requests, incidents & problems including reports for data & reporting of KPIs & trends to the IT department & other ad-hoc, weekly, monthly & as needed. Work to make the Help Desk the single source of service delivery channel for IT.
•Lead the company to build a Help Desk environment that enables first-call resolutions, in a timely manner to resolve production issues within the stipulated SLA period.
•Coordinated urgent tickets & act as an escalation point for clients. Develop & mature phone/ticket escalation processes to ensure free-flowing escalation & information within the organization. Determine the root cause of issues & communicate appropriately to internal & external customers.
•Developed Service & Business Level Agreements to set expectations to measure performances & manage incidents & service requests by executing knowledge of the ITIL process.
•Improved IT Support team by implementing & managing ITIL processes & developed an effective & workable framework to improve customer IT support in the organization to achieve 95% efficiency.
•Develop & managing service level agreements & KPIs to allocate resources to achieve objectives & satisfy client requirements.
•Research & propose new Help Desk technologies, procedures & methodologies to increase efficiency & customer satisfaction.
•Overseeing all operations & business activities & services including In-Country Sponsorship Services for Host Nations, Logistics, Corporate Housing, Fleet Management, Heavy Equipment lease, Procurement & Staffing Solutions.
•Training business development team & holds direct responsibility for acquiring new clients & friendly business relationships.
•Responsible to support the procurement team with financial managing skills for budgeting, pricing, valuation & vendor quoting on services offered by the company for the clients.
•Monitoring business daily for efficient service to clients & customers.
•Responsible for operational issues regarding competitiveness for current market trends & innovations.

Department: Information Technology Designation: Information Technology Engineer - Information Technology Responsibilities:
•Team management skills & escalations with incident reports to achieve service-level agreements & KPIs.
•Training & supervising new recruits, performance evaluation & making reports.
•Implementing modern management of endpoint devices.
•Approving recommendations to procure IT assets, vendor coordination, product evaluation & write-off systems. reports.

Project: Hewlett Packard India Ltd. for Thomson Reuters India Pvt. Ltd. Designation: Consultant - Software & Hardware (Client Site Services) Responsibilities:
•Installation of New VSAT Dish Antenna with totally secured cabling for AMS Servers for Reuters Dealing systems (proprietary service).
•After-sales technical support for VSAT Dish Antenna.
•Installation of dealing systems based on leased lines used by various banks & dealers for the transaction & buying/selling of currency online.
•Installation of Reuters Application Reuters Xtra 3000 used by banks & financial institutes for latest minute reports.
•Installation & Configuration of IBM X225 Servers with proper mountable rack.
•Network & Systems Support on a day-to-day basis to different customers keeping in mind the SLAs.
•Installation of TCS Server for Dealing Services (proprietary service). Key IMAC's Handled:
•Testing & upgrading all Xtra key stations to the latest Reuter's applications (Reuters Xtra 3000 v5.0.0).
•In addition, many projects like Site shifting from one location to another location. Project: Hewlett Packard India Ltd. for Hindustan Lever Limited Designation: IMAC Engineer - Technical Support (Desktop & Network) Responsibilities:
•Assembling of PCs in-house & software installations like Windows 95/98/2000, Windows NT & MS Office, etc.
•Solving the breakdown tickets for standalone PCs, medium-sized networks, anti-virus & service pack installations.

Project: Tele 2 Designation: Client Response Executive - IT Telecom Services Responsibilities:
•Providing Technical support to resolve telecom issues.
•Achieving sales for inbound UK telecoms sales, support campaigns & promoting sales.
•Back office administrative work related to billing issues.
•Outbound UK telecoms campaigns.

Project: DMG Mortgage Designation: Customer Support Representative Responsibilities:
•Outbound cold calling for US mortgage sales campaign.
•Collecting mortgage details to refinance.
•Coordinating with clients & local mortgage loan officers.
•Acquiring sales targets successfully.