Roji Mathew

Experience

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  VCustomer

  Jul 2004 - Nov 2004

  Technical Support Engineer

  vCustomer Services India Pvt. Ltd., New Delhi as Technical Support Engineer for HP (Hewlett Packard) – Compaq

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  IGATE

  Jan 2005 - Apr 2014

  Aug’ 11 - Till Date as Deputy Manager - Operations for Rexel Holdings USA (USA)• Manage a team of 60 Service Desk analysts(Level1 and Level2 Support) and ensure that agreed targets are met and appropriate qualitative standards achieved.• Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers.• Implement methodologies to improve first call resolution.• Design and develop an enhanced reporting structure which ensures the early identification of process faults and ensures minimum risk to the business.• Analyse Service Desk activity and make recommendations for increased organisational efficiency and effectiveness. • Train Service Desk staff to ensure that support is provided in a consistent manner.• Implement staffing and scheduling models to ensure guaranteed coverage to the business.• Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support Show less Jan’ 05 – Jan’ 09 as Sr. Analyst for Vanity Fair Corporation (USA)• Administered a network comprising of over 1300 network sites using tools like Hummingbird, IBM Tivoli Netview, Visual Pulse 3.0c, Orion/ Solarwinds Network Performance Monitor, ENETV (SNA Equipment), Tivoli TEC Event Viewer, etc ., and providing L2 Network Support.• Handled troubleshooting of routers, switches, wireless access points, circuit issues with circuit vendors. • Directed a team at customer site visits for hardware interventions including modem replacement, serial card/cable replacement or to check of the end user connectivity/power, etc.• Initiated efforts to introduce performance calculation standard for the process. • Discussed the scope of introduction of monitoring all the interfaces of these devices with the client and successfully implemented the same.• Received Outstanding Performer and Star Performer awards Show less

  • Deputy Manager - Operations

    Aug 2011 - Apr 2014

  • Assistant Manager

    Aug 2010 - Jul 2011

  • Lead Analyst

    Feb 2009 - Jul 2010

  • Senior Analyst

    Jan 2005 - Jan 2009
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  Bechtel Corporation

  Jul 2014 - now

  IT Infrastructure Support Lead

  A technocrat with 20 years of experience in Network Operations, Technical Support, Incident management, Problem Management and key client relations. Over 15 years of experience in Team Management and 5 years of experience in Project Management. Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.