Prince Abraham

Experience

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  VCustomer

  Oct 2002 - Sept 2004

  Sr.Technical Support

  Established in 1999 and privately held, vCustomer provides high quality customer lifecycle solutions through state-of-the-art facilities in the United States, India, Philippines and the United Kingdom. vCustomer's North American headquarters is located in Kirkland, Washington.vCustomer is a leading provider of customer care contact center solutions and services. We leverage the right blend of innovative technology, business analytics and industry expertise to consistently deliver customized, high quality, cost-saving services and solutions.Technical Support For Hewlett Packard All In One Multifunctional Printers.To provide a high level of professional, competent technical support for Hewlett Packard (HP) computers , deskjet printers and All in One Multifunction printers to all US (American) customers and clients related to their software, hardware and networking issues in presales and post sales situation thereby adhering to quality customer service Show less

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  HCL Technologies

  Sept 2004 - Jun 2007

  Sr.Technical Support

  Established in 2001, HCL BPO has rapidly moved to the top-tier of the offshore BPO Service Providers.HCL Enterprise is a 32-year-old leading Global Technology and IT enterprise, with USD 5.0 billion revenue, 60,000 professionals and operations spanning 23 countries. Troubleshooting with AT&T Internet Services(US Based Internet Service Provider)Installing, configuring, implementing, maintaining and providing technical support to AT&T Internet Services business users for their connection , email and network related issues.Determining and procuring the Hardware and software requirements and providing solutions and support.Providing support to configure router like LINKSYS, D-LINK, NETGEAR. Show less

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  Computer Sciences Corporation (CSC)

  Jul 2007 - May 2012

  Sr.Engineer Systems Support

  Level 2)- National Grid -Global Offshore Support .  Computer Sciences Corporation (CSC) is the third largest IT Services Company in the world. With a presence in over 70 countries, this US$ 16.1 billion Fortune 500 Company has nearly 90,000 exceptional professionals. In India CSC has developed domain expertise in property and casualty insurance, life insurance, banking and healthcare industries and operates out of its state-of-the-art facilities at Noida, Indore & Hyderabad. It is one of the fastest growing IT services companies in the country today. Primary Responsibilities / KRA's To Attend the Daily Service Review Call and discuss the challenges and productivity of the team members.Responsible for tracking and providing status reports on SLA. Responsible for developing and training all workflow site personnel. Comprehensive documentation of our procedures and processes.To share updates from the onshore and offshore manager on requests and gets the requests closed within SLA thus contributing to End to End SLA performance and metrics.To send daily reports about ageing requests , SLA failures and requests on Hold. Being a part of Incident Management process for Incident closure.Manage Server Security: which includes managing and administering Active Directory user accounts, groups, profiles, home shares, and security access related issues.Manage Print Servers: Manage, create and troubleshoot print queues.Creating and managing shared mailbox on server and adding members to shared mailbox.Software Deployment: Deploy-Upgrade software’s and patches on client computers using Unicenter Software Delivery a CA product.Experience in remote troubleshooting tools like DameWare, Unicenter Remote Control & Bomgar.Installation, configuration and troubleshooting of mail clients such as Lotus notes and Microsoft Outlook. Show less

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  Veepee Group of Companies

  May 2012 - Aug 2014

  Head IT

  Veepee Group aims to provide a reliable total solution in Flexible Packaging & Paper products with products of consistently high quality to its corporate and other customers at prices which offer real value for the money spent.Veepee Group, the pioneer manufacturer of the flexible packaging materials and corrugated paper products in Nigeria established its manufacturing facilities at Sango Ota in Ogun State, Nigeria in 1975.Primary Responsibilities / KRA's:a) IT Operations Managementb) IT Auditing (Pre and Post-implementation reviews for applications, integrated audits)c) Vendor Management (Local ,Third Party,Corporate & Hardware)d) Training & Developmente) Resource Management(Hiring / appraisal & growth)f) IT Budgeting (Yearly budget for Software & Hardware upgradation ) g) MIS Reports h) ISP Managementi) Recruitment & Appraisal To Provide IT support to the users and also look after the ERP solution and monitoring system. IT Auditing which included ; and IT compliance projects, to evaluate their suitability, security, integrity, adequacy, efficiency and effectiveness and ensure that the systems fulfil the user/business requirements and have adequate security controls built in. To Manage resources and real time/ontime support for Incidents & Tech Support. To manage the network,resources,PC ,Laptops,Printers,Scanners,internet,Wireless Radio & bandwidth monitoring. To coordinate with the ISP in case of issues and latency or interfearence. To manage Sonicwall Firewall and assign IP’s to new machine and monitor the user activities. To provide monthly report to management on bandwidth consumption. To create new users with access rights and authorities in Tally ERP 9. Assisting team members in technical discussion. Providing feedback to resource on areas of improvements. Leading & mentoring team members on work-flow processes Show less

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  Fujitsu

  Jun 2015 - now

  Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. Approximately 159,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.8 trillion yen (US$40 billion) for the fiscal year ended March 31,2015 .Fujitsu Technology Solutions is the leading European computer company offering innovative IT products spanning the entire range of personal and enterprise computing.Fujitsu is the world's fourth-largest IT services provider and No.1 in Japan.Fujitsu is among the world's top five providers of servers. Primary Responsibilities/KRA’s:Leading a team of 20 Professionals supporting Office 365 / Lotus notes & SCCM.Monitoring and mentoring the team and resources.Metrics and reporting to senior management on performance and weekly activities.Training and customer satisfaction survey reports and team meetings.Change/Problem management/Implementation/Escalations.Resource management. coordinating and managing the team activities.Lead Continuous service improvement plans(SIP's)Risk identification and tracking , Training hours completed by team,Maintains high Team member connect ( feedback collected based on project skip level meetings) Attrition Management / Rewards and recognition / Job rotation opportunities / Resource Utilization chart / Schedule variance / SLA variance Timely preparation of project reports weekly & monthly (WSR,MSR, etc.). To lead internal quality audits, Trend analysis,Handle Escalations. Knowledge management activities , Revenue tracking & revenue leakageRCA on Primary management server and Application fix/patching activity.Implement High Availability and Distaster Recovery ,HA /DR.Lead the technical team, involve in quality processes like Lean, six-sigma, CSI etc. Show less

  • Governance Manager

    Sept 2024 - now

  • Service Delivery Manager

    Nov 2021 - Aug 2024

  • Technical Services Team Manager

    Jun 2015 - Oct 2021