Jaykumar Rajaraman

• PROJECT DESCRIPTION & RESPONSIBILITIES
• Project: SONY PICTURES ENTERTAINMENT
• Utilized Agile Scrum practices to create MS Teams based Chat Bot for End Users.
• Created workflows in MS Visio and designed overall structure of individual use cases.
• Handled five members team to convert 500+ Knowledge Base Articles from ITSM KMDB Repository into Quick Reference Guides and integrated the same in Chat Bot.
• Led all sprint planning, sprint reviews, sprint retrospectives, and daily scrums with development and support teams.
• Organized and facilitated daily stand-up meetings, reviews, estimations, retrospectives, and other Scrum-related meetings.
• Assisted in team development, and leveraged organizational resources to improve capacity for project work.
• Served as main point of contact to drive effective communication throughout all project phases.
• I was also part of the Testing team to test Bot for bugs and followed the necessary Change Management Practices to push the final product to Production.
• Handled all Proof of Concept and ready to deploy Use Case demo calls with Product Owners and Stake Holders.

• RESPONSIBILITIES
• Project: SONY PICTURES ENTERTAINMENT
• Managed Service Desk, Account Management and Command Center Teams in our Project
• Ensures that critical incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customers
• Coordinates resources and activities during outages and customer affecting events through restoration of service
• Drove effective and efficient Incident Management process to ensure timely service restoration and resolution of incidents
• Oversaw support teams’ compliance with the Incident Management process
• Initiated major incident bridge calls and handled correspondences between all clients and other teams which needed to be engaged
• Assisted the Service Delivery Manager to resolve issues and needs of the client
• Ensure on-time communications to all stakeholders (and if required, to the customers) through calls, emails, Microsoft Teams, etc, until the Incident was resolved
• Used Excel to do pivot tables and pulled data from ITSM tool about Critical Major Incidents to present to clients in weekly meetings
• Communicate to the Clients on incident status according to the SOP's and SLA's
• Determine and mobilize the types of resources and levels of competencies needed for initial triage
• Produced proactive reports, trending analysis, service level reporting with respect to the SLAs to clients on a Monthly Basis
• Analyzed process metrics to identify and recommend improvements, improve productivity and increase client satisfaction
• Identified areas of improvement during outages; drive improvement through ITIL disciplines
• Handled Annual Appraisals for a 25-member team and worked on setting Appraisals Goals, reviewing progress and provided “Continuous Feedback” on a regular Basis
• Checked on Promotion eligibility for Team Members and submitted Business cases for the associates to Human Resources for initiating the promotion process
• Maintained Project Sensitive documents like SOPs, Run-Books, Signed Contracts Project Planning and Estimation Documents for facing Internal and third-party Audits.

• Functioned as a liaison to internal departments and aided in surfacing gaps between written procedures and staff execution
• Trained new hires and assisted in developing materials and curriculum
• Provided Knowledge Transition on the New Tasks/Business that was provided by the Client
• Revamped the Knowledge Management module in our ITSM tool by creating new Knowledge Base Articles and also in reviewing the Existing Articles to make sure they are up to date with the changing Project Requirements
• Worked with different Application and Support teams to have the Official Run Books and Escalation Matrices updated on a regular basis
• Service Desk for Mac OS Support
• Created a Service Desk Pilot Team for providing Mac OS Support for End Users
• I led this transition right from Hiring till the Transition of Knowledge to Analysts
• Worked on Creating SOPs and Knowledge Base Articles based on the defined Scope of Support
• Cross-Trained the existing team with Mac OS Support to improve efficiency and save costs by reducing the headcount

• Received telephone calls from our End Users about hardware and software malfunctions
• Investigated and resolves hardware and software issues for users
• Determined whether problem is caused by company disbursed hardware/software
• Communicated with programmers to explain software errors or to recommend changes to programs
• Applied technical knowledge to resolve incidents and restore service to normal operational condition
• Use of SCCM to solve client issues and installation of business software
• Install and troubleshoot corporate printers for employees and domain members
• Utilized Best Practices to ensure first call resolution (FCR) with little or no end user loss of productivity system - wide
• Introduced procedures and protocols which maintained redundancy and customer service efficiency
• Processed various service request for software installation, password resets and account unlock through
• Assisted end users in their day-to-day environment with computer or network-related issues via Microsoft Teams Etc
• Identified patterns based on the Calls Received and escalated to Relevant teams in cases of Potential Outages.

• Supporting the team members with their technical queries related to the process
• Handling escalation calls
• Auditing calls and providing coaching/feedback to help them achieve their business targets
• Preparing analysis reports to identify process failures and to provide solutions based on the same.

• PROJECT DESCRIPTION & RESPONSIBILITIES
• Project: British Telecom
• Troubleshooting Internet connectivity related problems
• Configuring email clients
• Configuring Static IP for Business Customers
• Configuring Modems, Routers and Access Points
• Troubleshooting wireless related issues in computers and mobile devices.

Project: Dell

• Troubleshooting Problem related to booting windows OS
• Addressing all application related problems in windows OS (like email clients and Microsoft applications)
• Storing and Securing data
• Manual removal of malware from the computer
• Optimizing the computers Performance
• File and Printer Sharing
• Configuring Wireless Printing
• Configuring Secured networks business customers using switches and routers
• Configuring Wired and wireless networks using routers for home customers