Haneesh S
Nemom
Summary
Proven track record at RRD with expertise in IT Service Management and Operations Management. Enhance service continuity and team capabilities globally. Strong leadership and exceptional communication skills drive significant improvements in service delivery and IT audit compliance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Tech Services Lead
RRD
06.2011 - Current
- Oversaw IT services support at multiple locations including Trivandrum, Manila, and Sri Lanka
- Enhanced service continuity by identifying specific improvement areas
- Developed strong connections with internal IT customers for seamless service delivery
- Enhanced team capabilities for existing and new projects
- Provided advanced problem management for complex, high-profile customer issues
- Created comprehensive reports on Service Levels for senior management.
- Conducted comprehensive audits including ISO 27001, PCI DSS, and customer-specific audits
- Conducted quarterly evaluations, identifying key areas for development
- Conduced detailed appraisal reviews for teams
- Lead responsibility for IT Business Continuity Management at Trivandrum location
- Served as Tech Support Engineer from 2011 to 2018, delivering technical support to end users
Sr. Quality Analyst
Sutherland Global Services
04.2007 - 05.2011
- Conducted comprehensive audit of voice and chat communications
- Conducted training sessions on latest Norton products and features
- Served as Technical Support Executive at Symantec (Norton) Support
Technical Support Engineer
DTK Computer, Dubai
06.2004 - 03.2007
- Diagnosed and fixed hardware/software issues for PCs and laptops
Education
Master of Computer Applications -
Calicut University
KeralaSkills
Operations Management
IT Service Management (ITSM)
IS/IT Internal Auditing
Team management
Hardware Asset Management
Patch Management
Strong leadership
Exceptional communication
Certification
- ITIL 4 Foundation, 2024; ID- 9980030787660974
- Azure Administrator Associate, 2021, ID- H968 1644
- Microsoft Certified Professional - 2018, Windows 10
- Cisco Certified Network Associate, ID- CSCO11881169
- Microsoft Certified Systems Engineer, ID- 3034061
Accomplishments
- Service Delivery Excellence award, 04/01/24
- Service Delivery Excellence award, 10/01/23
- 'Business Enabler' award, 01/01/18
- 'Start of the Team' award, 01/01/19
- Recognized as Best Mentor from RRD, 01/01/19
- Best Performer award from Sutherland Global Services, 01/01/18
Timeline
Tech Services Lead
RRD
06.2011 - Current
Sr. Quality Analyst
Sutherland Global Services
04.2007 - 05.2011
Technical Support Engineer
DTK Computer, Dubai
06.2004 - 03.2007
- ITIL 4 Foundation, 2024; ID- 9980030787660974
- Azure Administrator Associate, 2021, ID- H968 1644
- Microsoft Certified Professional - 2018, Windows 10
- Cisco Certified Network Associate, ID- CSCO11881169
- Microsoft Certified Systems Engineer, ID- 3034061
Master of Computer Applications -
Calicut University
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