Shridhar Raamachandar

Sense Head
[email protected]

Summary
Dedicated Service Delivery Manager, who thrives in dynamic, challenging and fast-paced
professional environments with accomplished track record to provide Leadership/Management in
projects for IT Service Delivery Management in terms of IT Helpdesk Services exceeding customer
expectations and achieving fiscal bottom-line results.
Determined, driven and enthusiastic Service Delivery Manager who has a track record of delivering
the business and technology solutions that client’s want.
Proactively drives service level management to meet or exceed quality of service commitments.
Well-earned reputation for strong work ethic, approachability and consistent commitment to team
leadership and innovation.
Well versed with Incident / Problem Management Process.
MCSE/ITIL v2 Certified / RHCE Trained with experience in managing Server Infrastructures across
Windows and Linux.
Extensive experience in Applications, OS Support / Support environment.

Experience
Sense Head at Government of Tamil Nadu
November 2017  -  Present

Senior IT Engineer at Qualcomm

May 2015  -  November 2017 (2 years 7 months)
Installed/Configured all the Linux servers (RH/Ubuntu) in the network per specifications.
Monitored the servers and Linux scripts regularly and performed troubleshooting steps – Tested
and installed the latest software on servers for end-users.
Extensively worked on AFS / NFS / SAMBA related issues.
Worked extensively on REPO issues.
Performed routine checks on the Linux servers.
User / Group Account Management on Linux Platform.
Worked extensively on Networking related issues.
Resolve and diagnose server, storage (NAS/SAN), OS, and application issues.
Administer Windows Servers and Windows applications.
Provided call support on 24/7 basis for all server/OS issues.

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 Attended to calls /emails and offered desk side support related to customer queries and complaints
and offered solutions.
Performed software installations and upgrades to operating systems and layered software
packages.
Worked in a combined role of network management, Infrastructure support, Applications and IT
projects.
Scheduled installations and upgrades (Win 7/8/10/2008/2012) and maintained them in accordance
with established IT policies and procedures.
Ensured client/server data integrity by evaluating, implementing, and managing appropriate
software and hardware solutions.
Provided support on OS / Application / Networking / User Account Management on Windows
7/10/2008/2012.
Ensured data/media recoverability by implementing a schedule of system backups and database
archive operations.
Developed and maintained standard operating procedures and as-built documentation.
Forecasted near and long term application hosting capacity needs.

Supervisor at Qualcomm
July 2013  -  May 2015 (1 year 11 months)
Reporting to the Sr. Manager - IT, supervised the Help desk support staff and lead the Service
Support operation management.
Accountable to lead the team to define and establish schedules, set priorities, provide support/
direction and deal with administrative issues as needed.
Managing analysis of Help desk workload/performance to identify trends in call center issues at the
same time promote customer service, optimize response times and provide expert insights into
broad support issues.
Responsible to enforce quality of service guidelines for response to customers, completing services
and overall customer satisfaction.
Performed Incident / Problem Management extensively.
Involved in providing suitable training to the help desk staff for hardware and/or software
applications, operational procedures and troubleshooting techniques.
Spearheading timely and appropriate customer service to end users by resolving technical issues,
creating user accounts and managing access control based on company policies.
Supporting against hardware troubles security issues, computing asset upgrade, Network Setup/
Diagnoses and other specific Issues/Troubleshooting.
Performing daily team administration routines as well as team development and people
management activities to improve team productivity.

Project Manager
2012  -  May 2013 (1 year 5 months)

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Lead planning and/or implementation of projects.
Facilitate the definition of project missions, goals, tasks,and resource requirements.
Develop methods to monitor project or area progress; and implement corrective actions as
necessary.
Facilitate customer requirements.
Interact regularly with clients to determine their needs and to develop plans for improving delivery.
Work cross-functionally to solve problems and implement changes.
Follow a defined, agreed upon project management.

Skills and Expertise :

Thorough understanding of project management phases,

techniques and tools:
• Initiate
• Prepare: definition/scope/requirements
• Execute & Control: scope, workplans, resources,
deliverables, Q/A, transition planning, etc.
• Close: completion and assessment.
Strong and tested project management skills, including
process and people management.
Understands the client's needs; provides realistic expectations ,establishes specific customer
satisfaction standards and actively monitors client satisfaction.
Knowledge of organization's methodology and tools.

Critical Thinking and Problem Solving :

Recognizes problems or situations that are new or without

clear precedent. Evaluates alternatives and finds solutions
using a systematic approach.
Develops improvements and innovations to enhance
performance.

Collaboration :
Pro-actively engages present and future stakeholders in all phases of project life cycle.
Builds coalitions among the various stakeholders,negotiates authority to move the project forward.
Creates a sense of belonging and ownership among team members; assembles a team with the
right mix of skills,coaches and motivates team members, delegates responsibility; promotes mutual
support and interaction.
Consults and provides advice, facilitates discussion and

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 resolves conflict, establishes trust, builds and uses cross-functional relationships to accomplish
work objectives.

Lead at TML at Tata Consultancy Services

February 2012  -  May 2012 (4 months)
Handle Due Diligence and Transition for Service Desk.

Service Delivery Manager at Tata Consultancy Services

April 2010  -  January 2012 (1 year 10 months)
Responsible for building knowledge base for the team with more than 10,000+ support documents
that would help the analysts provide faster solutions. Responsible for Quality monitoring of the
team, thereby to provide regular feedback on the aspects that would need improvements on.
CSI Score of above 97.5% for a period of 3 years which is taken directly from the end client.
Owner for Incident, Request, Change and Escalation processes, ensuring high levels of
performance in these processes.
Monitor, control and support service delivery; ensuring systems, methodologies and ensured
procedures are in place and followed.
Accountable for the quality of Service &performance; ensuring future demand from
growth & projects is understood & factored into capacity plans for all associated
systems.
Drive internal and third party service review meetings covering performance, service
improvements, quality and processes.
Ensured to own the complete budgeting for the project on monthly basis.
Ensured that the team participates in training programs to enhance individual career path and
technical capabilities required to improve the skills to perform better.
Responsible for presenting Project Management Reports, Risk Management Reports to Senior
Management and implement the feedback received from the management for betterment of project
operations.
Managed desktop computing environment to ensure that laptops, PC’s and other access devices.
Work with the Technical Design team evolve standards for hardware & Software.
Make recommendations for Service Improvement Plans and ensure actions are followed through to
completion in a timely manner.
Work with internal and third party teams to ensure actions are taken and completed to protect and
improve services.
Provide regular and accurate management reporting on IT Service performance to Sr.
Management.
Effectively deliver/manage Staff Management including recruitment, mentoring, training target
setting and performance assessment.

QA Analyst & Technical Team Lead , Qualcomm at Tata Consultancy Services

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October 2007  -  April 2010 (2 years 7 months)
Ensure work environment is conducive for Operations.
Conduct periodic Quality reviews on incidents and voice calls and provide feedback to associates.
Facilitate and co-ordinate team buiding activities within the team.
Schedule and conduct periodic audits on agent performances.
Prepare and review the shift report and validate the activities carried out in the shift.
Updating the Knowledge base and inventory skill sets for the team members.
Hand holding the team with respect to the technical and process queries on a day to day basis for
ensuring smooth operations.

Tech Support Engineer @ Gartner at Tata Consultancy Services

July 2005  -  September 2007 (2 years 3 months)
Answer user queries over phone , email and chat sessions
related to Computer hardware , software , operating systems , mobile phones, wireless
technologies , VPN technologies , Microsoft Outlook , Microsoft applications.
Oversee the daily performance of the computer systems. Identifying information by
categorizing ,estimating , recognizing differences or similarities, and detecting changes in
circumstances or events and escalating to the right personnel.
Observing,receiving and otherwise obtaining information from all relevant sources.
Record of daily data communications ,transactions, problems and remedical action taken and
installation activities.

Technical Support Engineer

March 2005  -  May 2005 (3 months)
Answer user queries over phone , email and chat sessions
related to Computer hardware , software , operating systems , mobile phones, wireless
technologies , VPN technologies , Microsoft Outlook , Microsoft applications.
Oversee the daily performance of the computer systems. Identifying information by
categorizing ,estimating , recognizing differences or similarities, and detecting changes in
circumstances or events and escalating to the right personnel.
Observing,receiving and otherwise obtaining information from all relevant sources.
Record of daily data communications ,transactions, problems and remedical action taken and
installation activities.

Technical Support Engineer at Wipro Spectramind

November 2004  -  February 2005 (4 months)
Answer user queries over phone , email and chat sessions
related to Computer hardware , software , operating systems , mobile phones, wireless
technologies , VPN technologies , Microsoft Outlook , Microsoft applications.

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 Oversee the daily performance of the computer systems. Identifying information by
categorizing ,estimating , recognizing differences or similarities, and detecting changes in
circumstances or events and escalating to the right personnel.
Observing,receiving and otherwise obtaining information from all relevant sources.
Record of daily data communications ,transactions, problems and remedical action taken and
installation activities.

Technical Support Engineer at vCustomer

June 2003  -  May 2004 (1 year)
Answer user queries over phone , email and chat sessions
related to Computer hardware , software , operating systems , mobile phones, wireless
technologies , VPN technologies , Microsoft Outlook , Microsoft applications.
Oversee the daily performance of the computer systems. Identifying information by
categorizing ,estimating , recognizing differences or similarities, and detecting changes in
circumstances or events and escalating to the right personnel.
Observing,receiving and otherwise obtaining information from all relevant sources.
Record of daily data communications ,transactions, problems and remedical action taken and
installation activities.

Education
The Institute of Chartered Financial Analysts of India (ICFAI)
MBA, IT and Systems, 2010 - 2013

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Shridhar Raamachandar
Sense Head
[email protected]

Contact Shridhar on LinkedIn

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