Ajay Raghuvanshi ,MBA IT, Agile, TOGAF,ITIL

Experience

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  VCusotmer Services India Pvt Ltd

  Jan 2002 - Apr 2005

  Team Mentor

  Configure all networks to ensure their smooth and reliable operation for fulfilling organizational objectives and processes. Install, configure & setup equipment for employee use, performing or ensuring proper installation of Windows based desktops operating systems, and appropriate software. Work with internal business users and external customers to evaluate, design, estimate and deploy new Network solutions. Manage Server Backup, rotate tapes, check backup events, manage offsite inventory of backup tapes . Maintaining & Administering server and Network Operations Support North american clients. Follow the six sigma processes defined in for Change / Incident Management and involved in the Support Operations. Liaise with the OPS Manager to ensure IT requirements are proactively dealt with. Show less

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  VCustomer Services India Pvt. Ltd

  Jan 2002 - Jul 2002

  Tech Level2

  Key duties & responsibilities: Responsible for customer service in the technical support division, duties included answering customer queries, problem solving and providing detailed information on new products. To troubleshoot all kinds of technical problems related to HP All-in-One (printer-scanner-copier-fax) Desktops, Ipaqs, and Network device for the customers in United States in a voice-based process.Generated repeat business through successful client follow-up.

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  Dell

  May 2005 - Jul 2008

  Technical Support Coach

  Manage Technical Quality of assigned Team also involved in Handling Level 2 technical support of all kinds of technical problems related to Dell All-in-One (printer-scanner-copier-fax) Desktops, Laptops, Ipaqs, and Network device for the customers in United States in a voice-based process. Providing support to customers in installation of Windows 9X/ME/XP operating systems and Microsoft Packages like Microsoft Office 97/2000XP/2003. Provide support for installation and troubleshooting of various peripheral devices in Windows XP/9X/ME operating systems Manage support and troubleshoot for DSL connection issues, Home and office WIFI issues. Manage Quality and Performance of the team as per SLA. Manage the individual performance and create a development plan per individual potential achievement and grade. Recommend & conduct Technical trainings as needed and one to one feedback session on the improvement area for team members. Part of R&D team study and provide input to improve the process/services for CTS. Manage the Service Level Agreement (AHT, ASA, CSAT, and XPR, RR). Take Escalation calls and Audit Team members calls to check quality and process adherence. Responsible for enhancing the Employee Satisfaction Level on the service Delivery. Present review of the team to management weekly. Attend weekly calibration calls with other sites to discuss the process & product related query. Define BQ (Bottom Performer) improvement Plan with action plan. Conduct and Initiate process improvement projects in team and for process. Show less

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  Parsons Overseas Limited

  Jan 2008 - Jan 2023

  IT ADMIN
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  Perot Systems International limited

  Aug 2008 - Jan 2009

  IT Admin

  EUC Responsible for oversight of region wide video conferencing systems to include but not limited to production support, problem management, reporting, vendor management, asset management and service levels. Manage VC/AV room integrations across the region and provide expertise and create the overall design for various conference rooms to include, but is not limited to VC, camera placement, display, control, microphones, wireless systems, audio systems, room color schemes, table integrations, remote control units, collaboration devices, etc. Independently handle the IT support operations at the Gulf countries sites office which includes but not limited to PC support, Server support, Network support. Well experienced in providing remote support with adequate knowledge of remote support tools. Liaise with the OPS Manager to ensure IS requirements are proactively dealt with. Provide telephonic, remote and hands on PC support of various hardware and software including Windows XP & Windows 7 and Microsoft Office 2003/2007 products. Install, configure & setup equipment for employee use, performing or ensuring proper installation of Windows based desktops operating systems, and appropriate software. Show less

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  Parsons Corporation

  Jan 2009 - now

  Customer (Internal & External):Maintain relations with the project recipient for progress reporting and project evaluation.Continually liaise with the IT Research & Strategy for assigned projects and requirements, with the aim of achieving the Group’s overall business plan.Build effective and manage vendors by contractual obligations on both ends.Build and maintain strong and effective relationship with all other related departments and units to achieve the Group’s goals/ objectives.Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.Shareholder & Financial: Compare financial data for practice to that of other practices and seek ways to maximize revenue. Manage and achieve revenue goals set for projects.Internal (Processes, Products, Regulatory):Implement engagement review and quality assurance procedures in accordance with the Group’s methodology to ensure profitable and successful execution of the project as measured by set goals and customer satisfaction.Coordinate between various departments within IT to ensure the progress of the ongoing projects.Effectively communicate relevant project/ practice information to superiors and peers.Report project progress and problems to management on a timely basis.Prepare the project initiation reports, project closure reports and all other requisite reports on a timely basis.Minimize risk exposure by managing the scope and mitigating risk across projects.Serve as key participant in team and client meetings.Provide staff contingency policies and guidelines to ensure lowest impact as a result of staff absence or departure.Handle difficult project personnel situations directly, using appropriate discretion, and in liaison with the Human Capital function.Ensure protection and security of project information from any unauthorized access within the overall security policy of the Group. Show less Plan, develop, deploy, test and optimise network and system services, taking responsibility for configuration management and overall operational readiness of network systems, especially environments with multiple operating systems and configurations, and provides troubleshooting and fault-finding services for network problems.Datacentre operations which include Racking and stacking of Cisco switches, along with basic installation and creating design and layout documents.Troubleshoot CISCO VPN and RADIUS server configuration issues, along with implement new Virtual LAN’s for the VM’s.Analyse remote site network issues and provide detailed root cause analysis along with preventing recommendations.Setup local area networks for various test labs which used for training and product demonstrating purposes.Maintaining updated Routers, Switches and Firewalls configuration documentation, LAN/WAN Diagrams of the Site and Network Device Asset Inventory.Creating complex blueprints for communication networks, and making sure that computer systems will work together.Monitoring network traffic, and activity, capacity and usage to ensure continued integrity and optimal network performance.Troubleshoot WAN optimization issues and packet routing issues. Researching, analysing, evaluating and monitoring network infrastructure to ensure networks are configured to operate at optimal performance. Show less

  • IT Manager- EMEA+

    Dec 2022 - now

  • IT Admin

    Jan 2009 - Jan 2023