Assistant Manager Training and Operations
etechies.in
Total years of experience :17 years, 3 Months
Develop, review and ensure the appropriateness of value added solutions that focus on IT Service Management, Business Transformation and Governance based on ITIL best practices for all existing customers. The primary focus of IT Outsourcing/Managed Service Provisioning for holistic approach on the people, process, technology and information perspectives of providing integrated organization wide business solutions within the IT infrastructure across multiple IT Outsourcing Service Towers such as Service Desk, Deskside/Desktop, Network, Data Center/Servers, etc. Ensuring and evangelizing all aspects of ITSM/ITIL best practices and methods from analysis, through architecture and design, to planning, implementation, and support. Implementation of complete service management process framework using ITIL.
Delivered ITIL Foundation level training programme for all IT staff.
Established IT asset management process, Conducted hardware asset audits.
Drafted SLAs (corporate & department level)
Provided service management expertise to global enterprise level customers using the Microsoft Operations Framework (MOF) and ITIL to deliver value added solution that focus on IT Service Management, Business Transformation and Organizational Change Management based on ITIL best practices that focus on the people, process, technology and information perspectives of providing integrated organization wide business solutions within the IT infrastructure. This includes all aspects of ITSM best practices and methods from analysis, through architecture and design, to planning, implementation, and support of Microsoft network infrastructure, Firewalls, Disaster Recovery.
Developed standardized processes, templates, checklists and project plans to insure successful and efficient upgrades with repeatable results across multiple teams.
Worked with HCL Infosystems -Learning Division. Worked on managing the turnaround of the franchisee education centre (independent profit centre for the organization), with the outstanding performance record
Job Included:
•Maintain updates tracker with all the relevant details of updates.
•Update training manuals on a regular basis and version control them to ensure the training documents are up-to-date and trainers have access to accurate information.
•Managing and coordinating all the process-related training activities like floor audits & assessments to identify process knowledge gaps.
•Ensure that all the training processes meet the SLAs with all the relevant artifacts in place.
|HCL Infosystems Ltd Education Division.- Barailly India
Centre Manager- IT Training
December 2008 - December 2009
(Reporting to Zonal Manager, Mr. Akash Agarwal +919818571329)
Worked with HCL Infosystems -Learning Division. Worked on managing the turnaround of the franchisee education centre (independent profit centre for the organization), with the outstanding performance record
Job Included: •Maintain updates tracker with all the relevant details of updates.
•Update training manuals on a regular basis and version control them to ensure the training documents are up-to-date and trainers have access to accurate information.
•Managing and coordinating all the process-related training activities like floor audits & assessments to identify process knowledge gaps.
•Ensure that all the training processes meet the SLAs with all the relevant artifacts in place.
| HCL Infosystems Ltd Education Division.- Lucknow India
Technical Head
January 2008 - December 2008
(Reporting to Zonal Manager, Mr. Akash Agarwal +919818571329)
Worked with HCL Infosystems - Learning Division was responsible for the smooth running for the HCL Learning Centre as per the SLAs.
Job Included: Took an extensive Microsoft Server, N+, A+ and personality development with 6 batches round the clock for a year and trained 350 candidates.
•Preparing training calendar, session planning and milestone
•Training Need Analysis: •Training Need Generations.
•Taking Feedbacks of the candidates and making analysis of the Action on Feedbacks and implementing the action on Feedback.
•Maintaining the Quality of the training and delivery to improve the Word-of-mouth of the centre, to get the referrals from the existing candidates at the centre to increase the business. Maintaining the training records at the Centre.
•Have conducted Microsoft First Look Clinic (FLC) on Microsoft Windows Server 2008 and Microsoft Windows Vista. Have working knowledge on IBM Tivoli Storage Manager (IBM TSM) . Have also conducted IT Seminars and Workshops at College and University level with 200+ participants in a day
Worked with HCL Infosystems - Learning Division was responsible for the smooth running for the HCL Learning Centre as per the SLAs.
Job Included:
Took an extensive Microsoft Server, N+, A+ and personality development with 6 batches round the clock for a year and trained 350 candidates.
•Preparing training calendar, session planning and milestone
•Training Need Analysis:
•Training Need Generations.
•Taking Feedbacks of the candidates and making analysis of the Action on Feedbacks and implementing the action on Feedback.
•Maintaining the Quality of the training and delivery to improve the Word-of-mouth of the centre, to get the referrals from the existing candidates at the centre to increase the business. Maintaining the training records at the Centre.
•Have conducted Microsoft First Look Clinic (FLC) on Microsoft Windows Server 2008 and Microsoft Windows Vista. Have working knowledge on IBM Tivoli Storage Manager (IBM TSM). Have also conducted IT Seminars and Workshops at College and University level with 200+ participants in a day
| Sutherland Global Services- Chennai, India
Technical Support Executive- Level 2 Support
January 2007 - January 2008
(Reporting to On-Floor Supervisor)
Worked as a Technical Support Executive with SGS BPO Operations, Have conducted training in SGS for the computer system (Desktop and Laptop systems) . Technical support technician (Level 2, Specialist HP Portable Laptop and Desktop Computer system),
Job included
•Conducting technical training for Level 1 Technicians,
•Conduction and maintaining MIS.
•Providing technical support to the Customer of the client (HP., USA) including Operating System errors, software compatibility, software errors and hardware issues.
Worked as a Technical Support Executive with SGS BPO Operations, Have conducted training in SGS for the computer system (Desktop and Laptop systems). Technical support technician (Level 2, Specialist HP Portable Laptop and Desktop Computer system),
Job included
•Conducting technical training for Level 1 Technicians,
•Conduction and maintaining MIS.
•Providing technical support to the Customer of the client (HP., USA) including Operating System errors, software compatibility, software errors and hardware issues.
