Praveen Bhaskaran

ITIL v3, PRINCE2, Agile Scrum Master, RHCE, RHCVA
Managing small to large scale projects as per the client requirements.
• Co-coordinating with the onshore and offshore team for the successful completion of projects.
• Interacting with the customers and coordinating with internal stake holders.
• Planning, scoping and designing the entire project and ensure the project is delivered as per the business needs.
• Preparing and maintaining project, stage and exception plans as required.
• Managing project risks, including the development of contingency plans.
• Applying change control and configuration management processes.
• Maintaining an awareness of potential interdependencies with other projects and their impact
• Identifying and obtaining support and advice required for the management, planning and control of the project.
• Preparing any follow-on action recommendations.

Managing a team of 20 direct reporters.
• Managing Global Support Delivery Operations from India for recruiting, training and career development.
• Handling customer escalations and ensuring positive customer engagement. Planning and executing the organizational level strategies to achieve the goals.
• Build and oversee the day-to-day management technical team, consisting of junior to senior technical support engineers
• Manage customer escalations with highly technical support requests from enterprise customers via the telephone and the web
• Maintain a high level of customer satisfaction
• Keep the team's technical and non-technical skills current by promoting and guiding ongoing professional and personal development
• Implement strategic change for knowledge management, customer-centric support, and issue problem solving
• Coordinate improvement programs for global support process and procedures as part of the front-line support management team across

Acted as Team Lead for support delivery team of 40+ associates. o Working closely with the management for day to day operations. o Planning and executing team level strategies.
 Prepare coverage plans to meet the business requirements.
 Coaching/Training/Mentoring associates and providing feedback to management.
 Planning and implementation of department level projects.
Software Engineer | POORNAM INFOVISION, COCHIN, INDIA
October 2009 - August 2010
 Remote administration of Web-hosting servers. o Manage the IT infrastructure for dedicated client.
 Experience

Remote administration of Web-hosting servers. o Manage the IT infrastructure for dedicated client.
Experience over control panels such as cPanel and Plesk.
Setting up the IT infrastructure as per customer requirements

To configure and control the Linux Systems, which also includes the Head server of the Institution and maintain the Network infrastructure.