Sandeep Subramanyan

Experience

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  Sykes

  Jan 2003 - Jan 2005

  CSR
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  Sykes Enterprises India Ltd

  Sept 2003 - Mar 2005

  Customer Service Representative

  Semi Tech Process.Inbound US process in Customer Service for a Mobile Communication Service provider Simple Freedom.Addressed customer's problems and queries arising from products supported.Extended excellent customer service to customers and took responsibility for follow up to ensure customer needs and expectations were satisfied.Communicated with team manager, team members regarding problems, solutions and communicated with co-workers to research problems and find solutions.Responsible for meeting established individual and team performance targets, which included customer service, productivity and quality standards. Focused on improving communication skills while continuously enhancing product knowledge.Assisted the new agents on the floor with there queries, motivated and reinforced teamwork. Show less

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  IBM Daksh

  Jun 2005 - Feb 2006

  Customer Service Associate

  Inbound US Process in Customer Service later shifted to Outbound US Process conducting business interviews with the Principals and responsible managers of the Organization for Dun & Bradstreet a Business to Business process.Addressed customer's problems and queries arising from products supported.Extended excellent customer service to customers and took responsibility for follow up to ensure customer needs and expectations were satisfied.Communicated with team manager, team members regarding problems, solutions and communicated with co-workers to research problems and find solutions.Responsible for meeting established individual and team performance targets, which included customer service, productivity and quality standards. Focused on improving communication skills while continuously enhancing product knowledge. Show less

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  Iqmen Data Solutions Pvt Ltd

  Nov 2006 - Dec 2007

  Team Leader

  A Data Management Company with Clients SAP, IBM, Apple, NetApps & CRY. Worked on SAP, IBM & NetApp Projects.Handling a Team of 10+ Telecallers & a Data base Administrator.Training the new recruits on Tele Communication Skills & Process Training.Ensuring the Client Specific requirements are met & exceeded.Coordinating with the Client in terms of Progress and any updates from the Client. Reporting to Operations Manager on a daily, weekly and monthly basis.

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  Arcati

  Mar 2008 - Jun 2008

  Sales Executive

  A company specialized in Corporate Gifts & Promotional Give away's.Identifying & meeting prospective Clients & converting them to Sales.Taking responsibility until the order as been delivered on time & payment confirmation.Reporting

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  Sutherland Global Services

  Jul 2008 - May 2010

  Senior Technical Support Executive

  Worked with Client AT&T ConnecTech a premium paid support Process as Sr. Tech Support a Level 4 support for issues relating to customers with remote computer, software, network and peripheral application support.Earlier worked with the Client Verizon Inbound US Technical Voice process in Chennai location for Enterprise Support, Supporting Verizon Employees working in US, on there Application or Software issues & queriesApplications assisted include Lotus Notes, Microsoft Outlook, Sametime, Pegas - Ariba, Mainframe sessions, Attachmate, Marimba, Funk Odyssey, Networking (VPN), Domain Password Resets.Earlier with Client Acer supporting Acer, Gateway & eMachine computers. Technical Support for customers within warranty. Show less

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  Infinite Computer Solutions

  May 2010 - Apr 2011

  Senior Technical Support Executive

  (Level 3). US Inbound Prepaid Technical support for iYogi Technical Support supporting Customers with there computers & peripherals attached.Scope of Support included, Taking calls of customers having internet connection, taking remote access on the system, analyze the issue & create an action Plan for the L1 to work on the remote access & ensure resolution.

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  AT&T

  Apr 2011 - Apr 2014

  Process Analyst

  An Enterprise Support environment (Managed Hosting Services) Business to Business process supporting US, Canada & most of the World Clients. Flag the major incident. Update the ticketing tool, Call and send Emails to necessary stake holders. Co-ordinate with the resolver group for updates. Update for closure and request the resolver group for RCA.First point of contact to the Clients. Hosting Bridge calls ensuring the concerned Support Team are involved. Coordinating with the Server team, Network team, Firewall teams & Data Centre Technicians in the process of accomplishing the completion of the requests.Mentored & handled the Team in the absence of Team Leader. Show less

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  IBM

  Aug 2015 - Aug 2021

  Service Delivery - Change Management

  August 2015 – August 2021 M/s IBM India Private Limited, Bangalore.Worked as Incident, Problem & Change ManagerCurrently Change Manager Change Manager for an Enterprise Support Environment for the Premium Banking Industry Client – The Co-operative Bank - UK.Leading the change management activities within a structured process framework.Designing the strategic approach to managing change and support operations that fall within the domain of change management.Evaluating the change impact and organizational readiness to limit potential risk.Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to appropriate userbase.Evaluating the risk of change and providing actionable guidelines on reducing the impact.Evaluating resistance in adopting the change at the user, process, and technology level.Managing the change portfolio, which allows the organization to prepare for and successfully adopt the change.Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk.Conduct post-implementation reviews to assess the decisions and performance related to the change request.Driving and participating in Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) Show less

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  Kyndryl

  Sept 2021 - now

  Sept 2021 - Kyndryl was formed from the GTS world of IBM and continue the same Role hereAugust 2015 – August 2021 M/s IBM India Private Limited, Bangalore.Worked as Incident, Problem & Change ManagerCurrently Change Manager Change Manager for an Enterprise Support Environment for the Premium Banking Industry Client – The Co-operative Bank - UK.Leading the change management activities within a structured process framework.Designing the strategic approach to managing change and support operations that fall within the domain of change management.Evaluating the change impact and organizational readiness to limit potential risk.Supporting training and communication as part of change management. Activities may include designing or delivering specialized training resources to appropriate userbase.Evaluating the risk of change and providing actionable guidelines on reducing the impact.Evaluating resistance in adopting the change at the user, process, and technology level.Managing the change portfolio, which allows the organization to prepare for and successfully adopt the change.Authorize minor change requests and coordinate with the Change Advisory Board for changes presenting higher risk.Conduct post-implementation reviews to assess the decisions and performance related to the change request.Driving and participating in Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) Show less

  • Service Delivery Project Manager

    Aug 2022 - now

  • Service Delivery - Change Manager

    Sept 2021 - Jul 2023