Jai Turilay

Experience

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  Dell Technologies

  Jan 2003 - Jan 2009

  Advanced Resolution Expert (CTS)

  • Providing Technical Support to North American Customers for :o Core Hardware related issues for Laptop & Desktop systems.o Wired/ Wireless Networking issues o Wireless Connectivity issues for wireless capable devices. o Operating system related issues for the following OS : Windows 95 , 98  Windows ME Windows NT Windows XP Windows Vistao Providing Basic Software support for : MS Office applications Any 3rd party applications. • Handling call escalations for hardware technical issues from north America retail customers to resolve them till their satisfaction• Recommending beneficial accessories to the customers to meet sales target and to make revenue for the company.• Providing product technical specification knowledge support • Providing expert level policy & procedure knowledge support Show less

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  IBM

  Jan 2009 - May 2012

  I was a part of IBM project management team since Sep 2010 till May 2012 and have handled multiple projects for Diageo account. As a Diageo PM, I was responsible for Project initiation, planning, milestone creation, work allocation, monitoring of resource pool, Risk management and mitigation, project delivery, key stake holder management, Project billing & Project Closure.I was also responsible for updating tools like Rational Portfolio Manager, to track progress on project activities & Remedy to track the Changes rose for implementation of technical activities. Some of the key projects handled by me are as detailed below :-• Server Builds (Wintel / Unix / ESX / SQL) [P2V, P2P],• Server Refresh Programs• Server Activations & Deactivations • Data Center Site Moves, Site Closures. • Data Migrations• Implementation of Global firewall changes in the organization• Packaging and deploying the MS Office Thesaurus, spelling and grammar checker Proofing tools for the countries• Small RFS requests like Global printer driver changes, New Support Queue Creations. • Managing Bucket RFS Projects - Requests for small work services from different geographies• Was a part of transition project based on ITIL methodology Show less Subject Matter Expert - Team LeadRoles and Responsibilities• 1st Phase of the project Service Master – Recruiting L1 & L2 agentso Conducting technical interviews of candidates for L1 & L2 positions in the processo Guiding selected candidates from Document submission till their onboard induction by co-coordinating with HR• 2nd Phase – Trainingo Training L1s & L2s on process and technical issues• 3rd Phase – Transitiono Guiding and helping agent to successfully complete the process transition• 4th Phase -- Stabilizing the processo Handling escalations from North American customerso Conducting Root Cause Analysis for escalations and driving them to resolutiono Training agents on process updateso Monitoring quality of the tickets o Giving feedbacks to agents in regards to their work for the processo Handling sub queue AT&To Managing email Ticket queue & AT&T ticket queueo Managing voice queue through CMS supervisor to achieve SLAo Pulling Remedy reports on tickets to delegate work among L1s and L2s and o Working on Reports to monitor performance of the teamo Maintaining Leave trackers & attendance for the teamo Carrying out ID-sweep project for team.o Carrying out fun activities & celebrations in team to keep the team motivatedo Following continual improvement process Show less

  • Project Manager - Diageo

    Sept 2010 - May 2012

  • SME-Team Lead

    Jan 2009 - Sept 2010
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  DXC Technology

  May 2012 - Apr 2020

  PMP, Project Manager, Infra Services - DXC Technology (Former CSC)

  Hands-On Manager with 17+ Years of experience comprising of 11+ Years of leading client delivery with global teams in IT Infrastructure including Datacenters, End User Compute, Voice Networking, Application Remediation, Transition & Transformation programs for multiple accounts with DXC, IBM and Dell. Demonstrated strong monetary outcomes on key programs on virtualization, refresh and migrations.

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  Accenture

  Apr 2020 - now

  Infra Transformation Manager