Puviarasu P
Chennai
Summary
Project Manager with extensive experience at LTIMindtree, recognized for leading diverse teams and enhancing service delivery. Expertise in project management and client relationship management, focusing on resource optimization and achieving SLAs. Proven track record in budgeting, forecasting, and risk management, consistently meeting project objectives within time and budget constraints. Committed to improving customer satisfaction and operational efficiency through strategic project execution and automation processes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Project Manager
LTIMindtree limited
09.2022 - Current
- Managed team of 27 FTEs across India, US, and Japan for End user & SAP application, and Repairdesk support.
- Executed project management skills to prioritize multiple projects effectively.
- Monitored ticket data to identify trends and ensure SLA compliance for timely resolution.
- Optimized resources through audits and compliance measures to enhance customer satisfaction.
- Conducted risk management to mitigate project risks and increase revenue streams.
- Led successful external audits for ISO 9000 and 31000 certifications.
- Defined processes and documented SOW/metrics while providing training and certification to teams.
- Engaged in RFP, RFI, and RFQ processes to support business development initiatives.
Team Leader
Capgemini technology services India limited
12.2019 - 09.2022
- Managed team of 21 FTE, overseeing L2 technical resources across US and UK for Global ServiceDesk and NOC teams.
- Coached team members, monitored performance, identified talent, and enhanced engagement.
- Served as escalation point, regularly reviewing and assessing team KPIs.
- Prepared presentations with team data for weekly, monthly, and quarterly client meetings.
- Executed people management tasks for daily operations, including shift preparation and onboarding.
- Ensured service delivery through SLA compliance by collaborating with account management.
Associate infrastructure analyst
UST Global
01.2018 - 01.2019
- Leading a team of around 12 Engineers in Service desk L2 support for Australia & New Zealand Clients.
- Manage global account management duties including user account creation, password resetting and Mailbox creation, Application password reset and other IT related tasks.
- POS Support, Oracle, Tableau functional and access related issues.
- Handled major incidents, service request, change management.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution and handle an average of 25 calls per day.
- Act as escalation contact for Incident, problem and change management.
- Governs the portfolio and operates the defined escalation process.
- Resolve/monitor customer escalations as appropriate.
Technical Lead
standard chartered bank
01.2017 - 01.2018
- Executed Windows 10 and O365 migration projects in Singapore.
- Coordinated stakeholder engagement for software packaging and implementation via SCCM.
- Delivered L2 technical support to global clients, ensuring rapid resolution of user issues.
- Managed ticket SLAs, first contact resolution rates, and call quality metrics with end users.
- Provided coaching and consultation to Level 1 agents and new hires.
- Analyzed process workflows during build and release issue occurrences.
Administrator
Wipro Info tech - (SCB)
01.2013 - 01.2017
- Delivered L1 technical support for proprietary software to end users.
- Diagnosed, troubleshot, and resolved diverse software, hardware, and network issues.
- Prioritized and escalated critical issues for timely resolution.
- Installed, configured, and modified hardware and software for optimal performance.
- Gathered requirements, implemented solutions, conducted functional testing, and provided documentation.
- Supported production environments and assisted end users in application packaging.
- Provided assistance for Active Directory, VPN, Avaya softphone, antivirus, and SCCM L1 support.
- Executed troubleshooting processes for SCCM client installation issues.
Customer Support Engineer
Wipro Info tech - (SCB)
01.2012 - 01.2013
- Migrated operating system from Windows XP to Windows 7 in Client systems.
- Member of SCCM supporting team managing Clients, Application package creation till functional test and AIG.
- Coordinating with Service desk team to create cases for client system issues.
- Knowledge of DHCP, DNS, TCP/IP, firewall, Switch, ARP.
- L1 technical support for ServiceDesk team.
- Post Migration configuration and software installations, Email configuration, printer configuration in client machines.
- Assisted in enhancing operational efficiency through effective collaboration with IT teams.
Education
Bachelor of Engineering - Electronics and Communication
Anna University, Kings Engineering College
Chennai, TN, India01.2011
Skills
- Multi-tasking
- Project management
- Negotiation
- Team leadership
- supervision
- Client relationship management
- Quality assurance
- Delivery management
- Windows Active Directory
- O365 administration
- SCCM
- Software packaging
- Presentation skills
- ServiceNow
- BMC Remedy
- JIRA
- Confluence
- Stakeholder engagement
- Cross-functional collaboration
- Project planning and development
Certification
- Microsoft Azure Fundamental & Administrator (AZ -900 & AZ -103)
- GenAI Foundation
- ITIL V4 Foundation Certification in IT Service Management
- Agile practitioner
- Pursuing PMP certification
- Certified ISO 9k & 31k external audit
Disclaimer
I hereby declare that the above-furnished details are true to the best of my knowledge and belief.
Timeline
Project Manager
LTIMindtree limited
09.2022 - Current
Team Leader
Capgemini technology services India limited
12.2019 - 09.2022
Associate infrastructure analyst
UST Global
01.2018 - 01.2019
Technical Lead
standard chartered bank
01.2017 - 01.2018
Administrator
Wipro Info tech - (SCB)
01.2013 - 01.2017
Customer Support Engineer
Wipro Info tech - (SCB)
01.2012 - 01.2013
Bachelor of Engineering - Electronics and Communication
Anna University, Kings Engineering College