Varun Wudayagiri

Experience

• 

  Convergys

  Mar 2006 - Oct 2007

  Technical Support Associate

  Responsibilities 1. Provided technology support to all North American and Canadian users of Microsoft Outlook and Office products.2. Had good personal metrics including excellent average handling time (AHT), and case close ratio (CCR).3. Trained and certified on MS Outlook, MS Office Suite.4. Troubleshooting MS Outlook for home users, which involved configuring Outlook and Outlook Express to work with various ISPs as well as troubleshooting MS Office Suites and Outlook: 98, 2000, 2002, 2003, 2007; Outlook Express, and Vista Mail.5. Provided Installation Support for various MS Office Suites and Outlook: 98, 2000, 2002, 2003, 2007.6. Was given the additional responsibility of keeping track of team statistics and reporting on Time Keeping, Average Handling Time, Case Close Ratio. Show less

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  IBM

  Jan 2008 - May 2008

  Sr. Technical Support Associate

  Responsibilties:1. Provided technology support to a U.S. based company with 15,000 employees.2. Had good personal metrics including excellent Customer Satisfaction results and low talk times.3. Provided Hardware Support including Desktops, Laptops, Tablet PCs, Printers, PDAs, Scanners.4. Provided Software Support including MS Outlook, MS Office Suite, Adobe Applications, and several proprietary applications including a customized version of the Windows OS.5. Provided Network Support including LAN, WAN, Broadband, Wireless/WiFi, 3G Show less

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  Deloitte

  Jul 2008 - Dec 2010

  Responsibilties Analyst:17. Managing Diployment of Windows Vista/ Windows 7 across the firm.18. Pushing the Windows & McAfee Virus console updates through SCCM client and SMS push.19. Managing of DNS/ DHCP/ Proxy Servers on the Windows 2003 servers.20. Collating reports of all the PC’s/ Laptops through the PC Complaince tool, and make sure all the machines are in compliance with the Firm Policies.21. Preparing appropriate Knowledge Documents to the frontline teams for their reference and update them on the firm’s Knowledge Database. Show less Responsibilties as Associate Analyst:22. Provide technology support to all personnel working for Deloitte LLP. And even PPD’s.23. Back up Administration – Using the tool Connected Backup and help user’s backup their data on time. If the tool fails, troubleshoot and re-install the application without having loss to the data.24. Troubleshooting Outlook at Exchange Level accounts. Setting up accounts for the new user’s, troubleshooting basic send/receive issues and customizing outlook as per firm standards with installing specific applications within the outlook.25. Supporting PDA’s to setup Exchange Active Sync accounts and Blackberry devices on Blackberry Enterprise Service to send/receive the firm emails as per business requirements. Troubleshooting any issues pertaining to the hardware and helping the user’s.26. Supporting Laptop’s and Desktop’s. Issues pertaining to any software issues, or any hardware issues. Taking any request for loaner Laptop’s, External monitors and putting it across to the right team for the further support. Installing softwares and troubleshooting the same.27. Installing Office applications, and troubleshooting apps viz. Word, Excel, Powerpoint, versions 2003 and 2007 on XP and Vista images.28. Supporting new hires’ in the process and offer help in the IRC chat so they can learn the process and be able to help the user’s better with providing quick resolutions. Show less

  • Research & Analysis - Analyst

    Sept 2009 - Dec 2010

  • Associate Analyst

    Jul 2008 - Aug 2009
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  Alcon

  Jun 2011 - Jul 2014

  Analyst - IT Infrastructure

  - Managed a team 20 associates in Information Security process in Alcon Infrastructure- Manage and develop the support team members, including ongoing coaching, performance reviews and staffing decisions. Also cross-train team members to eliminate single points of failure.- Develop and deliver progress reports, proposals, requirements documentation, and presentations.- Regularly conduct 1:1 meetings with direct reports to communicate team and organizational goals, progress against same, and to solicit feedback. - Involved in SOX Assessments and internal Audit walkthroughs on process to satisfy audit requirements- My job is to make sure, above-mentioned processes are followed diligently and without any errors, maintaining agreed OLA’s & SLA’s. - Planned and managed the end to end delivery of the project focused on realigning the delivery of the - IT Service Desk from a 100% offshore based model to a scalable onsite-offshore based model.- Proactively and effectively managed day-to-day IT support requests and resolution workflow for technical operations issues- Promoted ITIL-based policies and procedures that addressed incident, problem and change management Show less

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  Novartis

  Aug 2014 - Jun 2021

  - Track service readiness documents are created and accepted by stakeholders and that transition risks are identified and mitigated- Ensure that all release and deployment packages can be tracked, installed, tested, verified and backed out (if required)- Conduct service handover and lead the go-live authorization discussions with the other work streams- Confirm that there are defined service commitment points for each transition program- Maintain operational service catalog and ensure consistency between the catalog and the overall service portfolio- Establish, and maintain, and/or reviews operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency to ensure agreed service levels are met and all relevant procedures are adhered to.- Ensure services provided by suppliers are secure and reliable and meet agreed performance metricsProvide operational and functional leadership of Central Applications operations globally- Successfully transitioned/ on-boarded over 2000 CIT applications and over 1000 DevIT applications to RoD and Service Desk. - Diagnoses service delivery problems to identify actions required to maintain or improve levels of service and then initiates or delegates required actions to address.-Defined and got agreement on processes and procedures, deliverables and end products and Service Level Agreements.-Ensure that all release and deployment packages can be tracked, installed, tested, verified and backed out (if required)-Conduct service handover and lead the go-live authorization discussions with the other work streams- Confirm that there are defined service commitment points for each transition program- Maintain operational service catalog and ensure consistency between the catalog and the overall service portfolio- Work with Stakeholders and deliver project tasks assigned, and raise project related risks and issues. Show less The New Service Integration Team works with the Service/ Application Manager to ensure that all necessary steps outlined in this process flow have been completed prior to the deployment of a new service that requires support from the IT Service Desk organization.- Provide Service / Application Manager with supporting documentation- Act as NSI SPOC for Service Desks- Provide NSI Training and Communication templates to Service Manager- Review Knowledge articles and Training materials- Communicate new service to Service Desks -Forward knowledge articles to Service Desk and add to the Helpfile- Raise BMC Remedy Change Requests for Resolver Group(s), Group Members and Categories in case of standard NSI projects- Hold SD Forum meetings every month and help Project/ Application managers introduce their new services/ applications to the SD leads, Regional SD managers in a common forum. Show less

  • Service Assurance Expert

    Sept 2017 - Jun 2021

  • Associate Service Manager

    Aug 2014 - Sept 2017
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  Experian

  Jun 2021 - now

  • Transition Manager

    Aug 2023 - now

  • IT Business Partner

    Jun 2021 - Aug 2023