Praveen Kumar Devan

Experience

• 

  Wipro under the payroll of Computer Access Pvt Ltd

  Apr 2006 - Jun 2007

  Onsite –Network Support Engineer
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  Nebula Computers Ltd

  Sept 2007 - May 2008

  Network and Desktop Administrator

  ▪ Setup Network infrastructure for Off-shore clients based on their requirements; include studying of proposed infrastructure such as capacity, performance, resilience & availability and security requirements.▪ Planning & scheduling the network and service down time for various upgrades and maintenance▪ Providing Installation, Management, Configuration Service for Routers and Switches▪ Identifying LAN and WAN faults and getting them resolved. Coordinating with respective vendors for any vendor related issues/problems▪ Performance management by gathering performance data for all the networking equipment and analysis data to determine the baseline levels and performance thresholds-identifying the problematic area worthy of attention and do corrective action▪ Configuration of VLAN and Inter VLAN routing▪ Coordinating with Customer Support team for a smooth function of customer services▪ Monitoring local and remote network devices using tools like Whatsup gold. Show less

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  Wipro Infotech Ltd

  May 2008 - Feb 2013

  Operations Manager -Remote service Delivery

  • Spearheading comprehensive Offshore Operations by managing Data centre Infrastructure Remotely for Wintel, Lotus Domino, Security Devices, Network Devices, SUN, Veritas backup, Storage, Anti-Virus & Patch management. • Handling End User Support Services which include Service Desk and Technical Facility Management Services & Data Centre Operations for Fortune 500 listed company.• Ensured that infrastructure, training, tools, KAP download, internal knowledge transfer, process trainings, technical trainings have all been conducted and in place for all the team members.• Lead a team of 50 engineers (inclusive of DCO & EUSS ) for providing Remote Support Delivery • Managing centralized service desk catering to the overall IT needs of organization • Implemented ITILV-3 Process to streamline the Project operations, Service Metrics evaluation & reporting. • Process KPIs to measures Project health & improvement Month on Month. • Ensuring project deliverables namely MIS reviews, reporting, dashboards are delivered as per SOW• Participating in internal & client / process ISO & ITIL audits• Involving in delivery reviews & steering committee meetings with senior management of customer & Wipro• Work collaboratively and co-operatively across the whole organization and with key stakeholders to ensure customer deliverables are met• Ensuring multiple domains and technologies work together as a single team keeping C-SAT as objective and ensuring issues are resolved as per SLA. Show less

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  AT&T

  Feb 2013 - Nov 2021

  ● Experienced professional who built and led a technical team responsible for SDWAN Tier 1.5 support, incident management, and problem management, effectively handling major customer outages.● Interfaced with AT&T internal and external teams to understand customer requirements and ensured high levels of customer satisfaction by meeting Service Level Agreements (SLAs).● Streamlined processes across global organizations, acting as a steward of customer operations.● Conducted hiring activities, provided training and coaching to team members, and directed the team in effective incident handling and problem management techniques.● Supervised round-the-clock network performance on customers' networks to meet service level expectations.● Facilitated direct communication among customers, AT&T, and suppliers through establishing conference meetings.● Coordinated and controlled targeted programs, including training and quality management, and supervised operational efficiency projects.● Transitioned over 80 accounts into SDWAN Tier 1.5 and incident management support, delivering performance metrics and service levels for new services.● Collaborated with the product team to develop service offerings, providing inputs and validating critical process flows, workflows, and support models.● Validated responsibilities and roles for various functions involved in the support model during transitions.● Established a service desk team from scratch, taking end-to-end ownership of delivering and implementing the support model.● Worked closely with AT&T's presales team and customers, adding value and contributing to pre-contracting transactions.● Promoted all GSS functions and suggested integration strategies with the deals team.● Ensured appropriate resourcing, training, tooling, support, and documentation for the service transition function.● Stabilized operations for new accounts during the initial three months as a point of contact. Show less ● Experienced IT professional adept at coordinating with cross-functional teams to resolve complex problems and enhance service delivery.● Skilled in implementing workarounds, permanent fixes, and preventive measures to prevent recurring issues.● Strong analytical ability to identify trends and patterns for continuous improvement in problem management processes.● Proactive problem solver with expertise in managing and leading cross-functional teams for ongoing service enhancements.● Proficient in evaluating service continuity and disaster recovery plans for ensuring business continuity.● Excellent communication skills, providing regular status updates and post-resolution reports to stakeholders.● Collaborative team player, building and maintaining strong relationships with key stakeholders and external service providers.● Highly organized with a focus on reviewing Root Cause Analysis and tracking action items until closure.● Innovative and results-driven problem management professional, continuously improving processes and procedures.● Skilled in data analysis to identify improvement areas and implement solutions for enhanced service delivery.● Strong communication abilities across all organizational levels, establishing relationships to achieve goals.● Goal-oriented professional, coordinating with incident management, change management, and service level management teams for efficient problem resolution.● Knowledgeable in managing and evaluating service continuity and disaster recovery plans, with a focus on continuous improvement.● Experienced in leading cross-functional teams and cultivating relationships with stakeholders to achieve business objectives.➤ Specialties: People Management, Major Incident Management, Day-2-Day Operations, Process / Operation, Transition Cost / FTE Calculation, Model Service Management, Operational Solutioning, Product Offering Designs, Customer Success Management. Show less ● Knowledgeable IT expert with extensive experience managing critical incidents and facilitating their resolution for clients throughout the world. ● Managed a group of 25 people to resolve 100+ large outages using a collaborative support strategy. Maintaining open lines of communication with customers and responding within SLA response times. ● Skilled at examining data on performance and trends to spot areas for service enhancement. ● Capable of coordinating with service delivery managers and clients to conduct remedial measures based on understanding of the IT Infrastructure Library (ITIL) framework.➤ Specialties: People Management, Major Incident Management, Day-2-Day Operations, Process / Operation, Transition Cost / FTE Calculation, Model Service Management, Operational Solutioning, Product Offering Designs, Customer Success Management. Show less

  • Manager - Integrated Service Experience

    Feb 2013 - Nov 2021

  • Manager - Problem Management.

    Nov 2014 - Nov 2016

  • Manager - Incident Management

    Feb 2013 - Nov 2014