HARI GOVIND
Chennai
Summary
Customer Support & Success Leader with 13 years of experience in IT Service Management, Incident & Major Incident handling, and global support operations. Proven expertise in ITIL frameworks, SLA governance, and team leadership, with a metrics-driven approach to improving MTTR, service restoration, and customer satisfaction. Adept at building high-performing teams, managing escalations, and driving continuous improvement across service desk operations.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
14
14
years of professional experience
Work History
Engineer 2 Support
Verizon Data Services India
Chennai
04.2016 - 12.2025
- Supervised a team of Service Desk Agents, ensuring effective incident triage, escalation, and request fulfillment.
- Allocated resources and scheduled shifts to meet SLA commitments across dedicated and shared service desks.
- Conducted performance reviews, coaching sessions, and training programs to enhance team capability.
- Acted as escalation point for high-priority incidents, coordinating with technical teams for rapid resolution.
- Drove knowledge-sharing initiatives and process improvements to reduce repeat incidents and improve first-call resolution
- Increased First Call Resolution (FCR) rate by 18% through targeted training and process refinement.
- Reduced escalations to higher tiers by 25%, improving efficiency and customer satisfaction.
- Supported successful transition of new service desk operations, ensuring seamless onboarding and integration.
Technical Support Engineer
HCL Technologies
01.2014 - 12.2015
- Provided Level 1 remote desktop support via telephone, email, and chat for problem diagnosis and resolution.
- Managed the full incident lifecycle including logging and routing problems to support.
- Coordinated with vendors for problem resolution, ensuring diligent follow-up until closure.
Tech Support Engineer
Sutherland Global Services
06.2012 - 12.2013
- Handled a high volume of inbound and outbound support calls, consistently exceeding call closure quotas.
- Resolved connectivity issues, hardware/software failures, and printer concerns efficiently.
- Utilized trouble management software for troubleshooting network issues.
Education
Diploma - Electronics/Telecommunication
Delhi University
Other01.2011
Skills
- Project management and ITSM
- Incident and problem management
- ServiceNow expertise
- ITIL certified practices
- Technical support and service desk
- Active Directory administration
- Change management strategies
- Service operations management
- Customer relationship management
- Cross-functional collaboration
Personal Information
Title: Engineer 2 Support
Languages
English
Tamil
Malayalam
Timeline
Engineer 2 Support
Verizon Data Services India
04.2016 - 12.2025
Technical Support Engineer
HCL Technologies
01.2014 - 12.2015
Tech Support Engineer
Sutherland Global Services
06.2012 - 12.2013
Diploma - Electronics/Telecommunication
Delhi University