HariPrasad S

Experience

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  Sutherland

  Nov 2008 - May 2010

  Technical Support Executive - Chennai, India

  Supported Microsoft Windows Live OneCare product and its featureOversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.Removed malware, ransomware and other threats from laptops and desktop systems.Patched software and installed new versions to eliminate security problems and protect data.

• 

  Cognizant

  May 2010 - now

  • Service Desk Onshore Manager for a major semiconductor client, overseeing operations for an offshore team of 40+ members.• Manage IT Service Desk and cross-functional services (Major Incident Management, Problem Management, Knowledge Management, Automation, and Reporting Analytics).• Conduct regular client connects, coordinating with the offshore team to deliver client requirements.• Identify transformation opportunities for service improvement and customer satisfaction, implementing necessary changes.• Monitor and report project metrics, taking corrective action in case of any deviations. Show less • Managed a 24/7 multi-lingual service desk for major retail portfolios with a team of 30+ resources.• Achieved over 95% customer satisfaction through qualitative measures and soft skill coaching.• Improved speed of answer SLA metrics from 60% to 100% in 3 months via effective operations management.• Identified volume deflection use cases, eliminating ~3500 tickets through ServiceNow workflow configuration change.• Collaborated with customers to reduce resolution time through enhanced catalog request workflows, positively impacting CSAT.• Implemented effective knowledge management and proactive problem management strategies.• Contributed 50+ improvement ideas, earning the title of Top Idea Contributor for the Year 2023. Show less • Established Service Management Office/Transformation Office to enforce Service Level Agreements, configuring ITSM tools in ServiceNow.• Spearheaded knowledge management by driving SOPs & KB articles creation, achieving 100% contribution before the target deadline.• ServiceNow Administration & ITIL V3 Certified.• Actively participated in ISO 20001 and internal audits, working towards the closure of identified observations and non-conformities.• Prepared and delivered status/weekly reports, managed business calls, and coordinated with onshore counterparts.• Conducted training for new associates on processes and ITSM tools, creating additional enterprise-level reports/dashboards for better governance.• Recognized as Above & Beyond and Customer Champion for Q1-2019 & Q2-2019. Show less - Led 18-member team overseeing Identity Access Management & Application Support for major consumer goods client.- Successfully reduced access provisioning backlog from ~500 tickets to 10 in 5 working days, earning customer appreciation.- Facilitated SOX audits by sharing necessary artifacts and conducted governance calls with internal and client stakeholders.- Managed access to client applications (Active Directory, Kronos, Concur, Lotus Notes, etc.), including provisioning, deprovisioning, and access modification.- Monitored transactions, aborts, etc., using iWay technology, and performed reporting and analysis of volumetric data. Show less - Led global service desk operations for major consumer goods client, supervising 24x7 multi-lingual support teams in India and Budapest.- Managed a 25-member team of analysts (Tier-1 & 2) addressing IT end-user computing issues in English, French, and German.- Established an IT knowledge repository and crafted FAQs for enhanced team efficiency and end-user support.- Specialized in Major Incident Management and proactive Problem Management to ensure service continuity and continuous improvement. Show less

  • Service Desk Onsite Manager - California, United States

    Nov 2023 - now

  • Service Desk Operations Manager - Coimbatore, India

    Oct 2020 - Nov 2023

  • ITSM Manager - Coimbatore, India

    Oct 2018 - Oct 2020

  • Infrastructure Team Lead - Coimbatore, India

    Feb 2016 - Oct 2018

  • Technical Lead - Coimbatore, India

    May 2013 - Feb 2016

  • Senior System Engineer - Coimbatore, India

    May 2010 - May 2013