Mukund B.

Experience

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  ClientLogic

  Jul 2005 - Dec 2006

  Process Trainer

  • Conducted individual assessments and provided feedback to enhance performance.• Monitored trainee progress throughout the program and provided timely feedback.• Assessed employee knowledge levels through testing and observations. Managed process knowledge base.• Provided support during post-training implementation phases. • Created customized learning materials such as job aids, quick reference cards, and online tutorials.• Developed and delivered technical training content utilizing a variety of methods including instructor-led, virtual, and self-paced formats. Show less

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  HP

  Dec 2006 - Dec 2015

  • Developed ETL packages using SSIS to extract, transform, and load data from various sources. Managed DW environments for eight customers.• Managed the migration of databases from legacy systems to new MS SQL server environments.• Performed troubleshooting of complex database issues related to SQL Server components like SSIS, and SSRS. • Created automated processes using T-SQL programming for routine administrative tasks.• Developed complex reports\dashboards in SSRS, WEBI, Crystal Reports, QlikView, and other BI tools.• Analyzed and optimized existing databases by restructuring tables or introducing table partitioning. Show less • Monitored help desk queues to assign tickets appropriately while meeting established response time requirements.• Analyzed data from multiple sources such as ticket tracking system reports, and user surveys., to identify trends and suggest solutions.• Developed executable files to automate troubleshooting thereby reducing average handle time.• Implemented incident management process improvements, reducing call times, and improving customer satisfaction scores.• Implemented custom Incident template plugin in Mozilla Firefox to populate tickets, this helped improve ticket quality.• Successfully managed a team of 30+ Service Desk Analysts in providing exceptional customer service and technical support.• Provided on-site coaching and mentoring to staff members to achieve goals and improve individual performance. Show less

  • Datawarehouse Architect | BI Developer

    Dec 2010 - Dec 2015

  • Team Leader - Service Desk

    Dec 2006 - Dec 2010
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  Hewlett Packard Enterprise

  Dec 2015 - Jun 2018

  Service Level Onboarding Lead

  • Provided consultation and advice on technical aspects related to Service Level Agreements.• Led service design workshops for onboarding new customers, at client locations in US and Australia.• Developed training programs related to SLA management for IT Engineers.• Coordinated communication between various teams involved in implementing and maintaining Service Level Agreements.• Maintained a database of current contracts and agreements, including service-level requirements provisions.• Was part of two SIAM implementations, implemented Service Level Management Process Show less

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  DXC Technology

  Jun 2018 - now

  • Delivered and managed IT services within SLAs, performance exceeded expectations for the past three years.• Facilitated discussions between stakeholders for SLA amendment, new SLAs, or SLA waivers. Avoided penalties on multiple occasions through negotiation or invoking contractual clauses.• Monitored performance against established SLAs. Set up notifications to prevent SLA violations.• Created reports on performance metrics, and automated daily reports using SSIS & SSRS. • Developed and implemented service-level agreements, and consistently met SLAs despite annual SLA improvement targets.• Documented service level management process according to industry standards and drove process compliance across the account. Show less

  • Sr. ServiceNow Developer

    Dec 2019 - now

  • Performance Manager

    Jun 2018 - Dec 2019