Mohan SP

Experience

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  NetConnectGlobal

  Jul 2006 - Dec 2006

  Support Engg
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  Microland Limited

  Jan 2007 - Sept 2008

  Support Engg
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  Athenahealth

  Sept 2008 - Nov 2019

  Lead IT infra athena – India (14-member team) and ensure all IT deliverables are taken care with utmost satisfaction of customersHaving broad and high-level knowledge on IT Infrastructure office designing for new office.CRM – Fortnightly meeting with stakeholders and ownership of IT related activities by working with stakeholders for IT Projections/Forecasting for the Financial YearPreparing and Plan for IT activities to ensure continued IT support for the business units:•Resource Management, Client relationship / Vendor Management, IT Assets Life Cycle Management, IT Budgeting Forecasting, IT Security and Compliance, Preparing Policies and Procedures, Help Desk and Networking Management (Access switch and ILL / MPLS), Change and Problem Management, New office Designing and Management –Including budgeting, Risk Management. SLA Metric driven process implementation.•Evaluate and suggest ways to improve service delivery quality and the quality assessment and improvement framework;Helped in the adoption of effective technology.•Analyzed and implemented inventories of assets and networks to improve efficiency and productivity•Established the automation for the end user by support KB article and reduced 6% workforce.•Managed and Developed all information technology policies and procedures.•Implemented corporate training related to customer service, technology and focused towards to team development.•Internal GAP Analysis Audit carried out quarterly basisTravel accomplishment -Headquarter in Watertown, USA•2009 established the infrastructure in terms of communication channel and meeting collaboration. Advanced Infrastructure was established successfully after the travel with 5 team members.•2011 a planned travel to analyse the scalability and stability of the technology specialised team in AHI.•2017 a planned travel to establish a new functional operation. Also, focused on the future business, scalability of the technology and customer delivery. Show less  Enhance and support athena’s service offerings and technologies• Assist team in the resolution of corporate support helpdesk tickets within established Service Level Agreement timeframes;• Act as an escalation point for the athena India for complex issues;• Own the life cycle of a help desk ticket from initial submission through resolution or escalation as appropriate;• Proactively identify systemic issues and triage to the appropriate internal teams;• In instances of escalated tickets, collaborate with internal technology teams to ensure timely resolution;• Conduct periodic business analysis review meetings with the offshore managers and provide continuous feedback rating to teams on the business analysis skills;• Identify opportunities for training and documentation and collaborate with senior team members on delivery; • Rotate responsibility of queue management, ensuring that all tickets in the help desk queue are being addressed appropriately and timely;• Improve efficiencies of the team in day to day tasks;• Developed and implemented process control measures later used as best practices by the Technology Departments at AHI Show less

  • Manager Corporate Systems

    Mar 2018 - Nov 2019

  • Associate Manager Corporate Systems

    Mar 2016 - Feb 2018

  • Corporate Support Team Lead

    Apr 2011 - Feb 2016

  • System Analyst

    Sept 2008 - Mar 2011
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  Chargebee

  Nov 2019 - Mar 2020

  Manager IT Operations
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  Athenahealth

  Mar 2020 - now

  Sr.Manager - Technology Services