Experience

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  Tata technologies

  Aug 2002 - Dec 2003

  Customer service associate
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  Wipro

  Jan 2004 - Feb 2019

  Citi Bank had thousands of 3rd party applications within their production environment and while migrating from legacy operating system to latest, these applications had to be tested for compatibility. So Wipro has deployed a team of 15 members to complete this project for testing the applications for Windows 8 and approving them into production. we had implemented lean and charted out through Value Stream Mapping (VSM) and removing processes that are not adding any value (waste), combined with Takt time to find out the number resources required to complete the project in the given time period, this ended up in huge cost savings for the client. This also extend our project to continue the testing for Windows 10. Show less Transitioned the role from Onshore to offshore. Worked with the development, testing release teams within Wipro Target account and Production support teams to address any post production release issues. Hosted daily global morning release analysis calls. sorted out critical billing data losses by running scripts with production adminstrator accesses provided by client to POS sales data. coordinate TCS to help them with workaround for production issues or recommend the project team to role back the product release analysing the HPSM ticketing tool with the volume, impact and complexity issues. indulge the dev team to analyse the dumps/logs samples provided from production. Show less Was deputed as Business Analyst for transitioning the production release analysis role to Wipro Technologies.Wipro was developing the POS software and doing the pre-production testing before releasing to production. Post production it was taken over by TCS support. but there was a gap in pre-production release and production release & handover, which ended up with escalations and financial losses to target corporation. Managed all the post production analysis and reporting from the HPSM ticketing tool. coordinate between devlopers and production teams to have the issues sorted out. Hosted daily morning global meeting to provide updates and coordinate changes done to production environment. Show less Joined as EMC Clarion Support Engineer in a 24/7 project and was working for EMC square and was at EMC premise at Bannerghatta road for 1.5yrs. Later was selected for Storage implementation project at Wipro Electronic City and underwent Storage implementation training and was part of the Storage setup for learning and development Storage lab. was instrumental in doing the complete wiring management for the storage lab. set up Solaris servers, Clarion 20x, Quantum tape drives. Received appreciated by the storage tower head and the EMC management team who visited the Lab. later had to come back to Chennai due to personal reasons. Show less

  • Quality Assurance Manager and PMO Head

    Jan 2017 - Feb 2019

  • Senior Quality Analyst (Citi Bank)

    Aug 2014 - Jan 2017

  • Integration Testing (Citi Bank)

    Aug 2013 - Aug 2014

  • Application Testing (Citi Bank)

    Jan 2012 - Aug 2013

  • Transition Support Team Lead (Applied Materials)

    Apr 2011 - Dec 2011

  • Business Analyst (Target Corporation)

    Nov 2008 - Apr 2011

  • Business Analyst - Target Corporation (Minneapolis,MN)

    Aug 2008 - Nov 2008

  • EMC Storage Support Engineer

    May 2006 - Aug 2008

  • Technical Support Engineer

    Jan 2004 - May 2006
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  Equiniti india

  Feb 2019 - now

  Global it service desk manager

  Global IT Service Desk Manager, managing a team of 27 supporting various geographic regions 24/7. Maintaining SLA and managing day to day operational challenges, setting up achievable targets and planning resources, recruiting, planning period RCA, providing continuous improvement to processes and filling the GAPs in them, setting up year end performance review goals for Team Leads, Shift Leads, Service Desk Analysts, tracking daily productivity, availability, tracking leaves and permissions and keeping the team in a transparent environment so that we stay togather as a healthy and happy team, implemented work load balance by tracking productivity metric by converting available information into measurable data and setting up goals, plan training and monitor improvements and if required plan KT sessions, plan PIP to increase efficiency and balance workload, and as a QA managing ISO20K/9k/ITIL audits, responsible for planning and coordination of any IT audits, also responsible for tracking and closing all open findings for IT, performing process improvements, managing new technology transition/migration, BCP Planner and coordinator, Show less