Govardhan Ramappa
Team Lead , IT Service Center
banglore,Karnataka
Summary
With over 8 years of leadership in IT Support Services, you've demonstrated expertise in project management, end-user computing hardware lifecycle management, and cross-functional team collaboration. Your approach emphasizes analysis, caring coordination, and empowerment, fostering engagement and listening to prioritize project schedules and research. Proficient in Microsoft Office 365 and ServiceNow, with strong analytical and problem-solving skills, aiming to drive innovation and business growth.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Team Lead
IT Service Center Clarivate
banglore, Karnataka
04.2022 - Current
- Leading a team of 23 IT professionals, including analysts and support staff, I streamlined operations processes to enhance efficiency and productivity, resulting in a 17% increase in First Call Resolution (FCR)
- Implement data-driven decision-making to enhance project outcomes and organizational strategies, oversee the development lifecycle for continuous improvement, and manage global programs with international teams to achieve strategic objectives
- Utilized the ITIL framework to Prioritize incident, problem, and service management processes, and conducted root cause analysis to identify and resolve recurring technical issues
- Based on the Data Analysis Initiated MacBook support, resulting in a 15% overall resolution increase, and collaborate with the IT team to boost FCR by 26%
- Developed Knowledgebase workflow for Information Technology processes, procedures, and systems, and conducted thorough data analysis to identify trends and inform strategic decision-making
- Led the implementation of Greenfield ServiceNow for IT service management, resulting in a 20% reduction in incident resolution times
- Collaborate with stakeholders to develop project and budget plans, implementing best practices for efficient IT operations and project management, including creating CIO Decks and Monthly Performance Metrics Reports
- Solicit customer feedback to refine the value proposition and ensure it meets market demands.
- Self-motivated, with a strong sense of personal responsibility. Work Effectively in fast paced Environments.
Senior IT Support Services Analyst
10.2020 - 04.2022
- Led cross-functional teams to drive process improvements and enhance operational efficiency through in-depth data analysis, identifying trends and informing strategic decision-making
- Thorough knowledge of Infrastructure Technology, Service Development and interaction between hardware, operating systems, networks, and Microsoft Cloud services application
- Managed SAP solutions (Boomi, Employee Central ) to optimize business processes, improve data accuracy, and enhance overall operational efficiency
- Gathering incident reports from ServiceNow and distributing them to analysts for resolution as needed
- Provided coaching and mentoring technical support teams for performance and career development.
Associate Technical Specialist
Mast Global, L Brands
01.2018 - 12.2019
- Managed Active Directory Account for efficient user access and provided hands-on support for VMware VDI sessions, including expertise in vSphere 5 and disk management
- Troubleshot hardware devices, assisted with VPN connections, and oversaw installations and troubleshooting of Microsoft Office Suite issues and SQL applications across Windows and Macintosh environments
- Consulted with diverse teams to deliver quality solutions within deadlines, while accurately maintaining call logs, for communication, audits, and Documentation process Improvements.
Customer Tech Support
Dell International Services
06.2016 - 01.2018
- Investigated and resolved end user issues promptly via phone with follow-up support while delivering excellent customer service
- Proficient in installing Windows 10 OS Supported applications including McAfee Antivirus and MS Project
- Demonstrated strong problem-solving skills, leading to a promotion with new responsibilities to handle premium support for managing premium laptops and enterprise applications.
Education
Bachelor of Degree - Computer Science
Dr. SMCE
Banglore 04.2012 - 07.2015
Accomplishments
· Zscaler Internet Access - Led (ZIA) in Clarivate, enhancing network security and enabling secure internet connections. Coordinated training and project plan for smooth transition, aligning with IT security goals.
· ServiceNow Knowledgebase - Led the redesign of the ServiceNow Knowledgebase to optimize automated workflows, ensuring precise results and user-friendly navigation, thereby improving output for the IT support team to resolve issues efficiently.
· Enhancing Annual Resolution - I have identified an opportunity to enhance annual resolution rates by establishing dedicated Macintosh support, achieving a 15% increase in overall resolutions for 2023.
Skills
ServiceNow Expert
- Project Planning
- Customer First
- Risk Management
- Process Improvements
- Process Efficiencies
- Project Management
- Communication Skills
- Ability to create dashboards using both ServiceNow and PowerBI Platform
- Task Monitoring
- Process Improvement Initiatives
- Key Performance Indicators (KPI)
- Team-Building Exercises
- Performing Evaluations
- Team Member Motivation
- Leadership
Work Preference
Work Type
Full TimeWork Location
HybridImportant To Me
Company CultureWork-life balanceCareer advancementFlexible work hoursPersonal development programsHealthcare benefitsStock Options / Equity / Profit SharingQuote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Certification
· Pursuing PMP certification (PMP)®|
· ITIL 4 Foundation certified
· Creating interactive dashboards
Managing Projects with Microsoft 365
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Lead
IT Service Center Clarivate
04.2022 - Current
Senior IT Support Services Analyst
10.2020 - 04.2022
Associate Technical Specialist
Mast Global, L Brands
01.2018 - 12.2019
Customer Tech Support
Dell International Services
06.2016 - 01.2018
Bachelor of Degree - Computer Science
Dr. SMCE
04.2012 - 07.2015
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