JERRY VARGHESE
Thrissur
Summary
Industrious Service Delivery Manager with a background training and coaching peers to achieve project and personal goals. Reputable leader ready to evaluate client needs and find solutions that exceed expectations. Considered a focused decision-maker and offering a pleasant personality.
Overview
15
15
years of professional experience
Work History
Service Delivery Manager
A&O IT Group
11.2023 - Current
- Oversee daily IT support operations for clients, ensuring timely and effective resolution of issues
- Develop and implement standard operating procedures (SOPs) to enhance operational efficiency
- Monitor and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met
- Manage a team of support staff, providing guidance, training, and performance evaluations
- Coordinate with other departments to ensure seamless service delivery and client satisfaction
- Manage escalation of complex issues and work towards prompt resolutions
- Working with the team to increase the GP of the company.
Service Desk Analysist / Operations Coordinator
A&O IT Group
04.2021 - 10.2023
- Monitor daily IT support tickets for clients, ensuring timely and effective resolution of issues
- Monitor and report tickets to the engineers to ensure service level agreements (SLAs) are met
- Making necessary reports to showcase the ticket SLA performance to the customer.
IT Coordinator
BUDS PUBLIC SCHOOL - DUBAI
08.2016 - 12.2020
- Troubleshooting desktop and laptop hardware, operating system and software related issues
- Troubleshooting network related issues
- Providing Network/Local Printing support
- Installation of Scanners & other Devices
- Managing all the IT requirements by associating with various companies for the school
- Maintaining website and social media for the school.
Engineer – Customer Service
ACCEL FRONTLINE
02.2015 - 08.2016
- Troubleshooting desktop and laptop hardware, operating system and software related issues
- Troubleshooting network related issues
- Configuring & Managing Microsoft Outlook 2000\2003 & 2007 and Lotus notes mail clients at the user end
- Providing Network/Local Printing support
- Installation of Scanners, Data Card & other Devices
- Installing and configuring the applications that are used in the Bank
- Aiding in configuring and connecting Video Conferencing and Audio-conferencing devices.
System Engineer
PRECISION TECHSERVE
04.2013 - 01.2015
- Troubleshooting desktop and laptop hardware, operating system and software related issues
- Troubleshooting network related issues
- Configuring & Managing Microsoft Outlook 2000\2003 & 2007 at the Client end
- Providing Network/Local Printing support
- Installation of Scanners, Data Card & other Devices
- Asset Management.
System Administrator
PROGRAMMERS INTERNATIONAL
08.2012 - 01.2013
- Troubleshooting desktop and laptop hardware, operating system and software related issues
- Troubleshooting network related issues
- Maintaining a small office infrastructure with around 20 PC and other peripheral devices
- Managing Linux UBUNTU server by taking daily backup and other configurations
- Configuring & Managing Microsoft Outlook 2000\2003 & 2007 at the Client end
- Providing Network/Local Printing support
- Installation of Scanners, Data Card & other Devices.
Trainee FMS Engineer
CMS INFOSYSTEMS PVT LTD
07.2009 - 02.2011
- Troubleshooting desktop and laptop hardware, operating system and software related issues
- Troubleshooting network related issues
- Configuring & Managing Microsoft Lotus Notes Mail Client
- Providing Network/Local Printing support
- Call management done using ITIL Remedy
- Network and ATM installation and troubleshooting for the clients of RCOM
- Data Card troubleshooting for the RCOM customers.
Training Undergone
HCL INFOSYSTEMS
04.2009 - 06.2009
- Undergone special field training in Hardware troubleshooting.
Education
Diploma in Computer Engineering -
NTTF Tuticorin
05-2009
Skills
- Operations Support
- Client Relationship Management
- Customer Engagement
- Solutions Development
- Customer Satisfaction
- Client Needs Assessments
- Workload Management
- Performance Improvement
- Business Analysis
- Risk Mitigation
- Mentoring and training
- Project Implementation
Languages
Malayalam
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Accomplishments
- A&O IT Group Gold Engage & Delight Award May 2022.
- A&O IT Group Platinum Engage & Delight Award April 2023.
- A&O IT Group Platinum Engage & Delight Award April 2024.
Personal Information
- Passport Number: K5099826
- Date of Birth: 09/01/1990
- Marital Status: Married
References
References available upon request.
Timeline
Service Delivery Manager
A&O IT Group
11.2023 - Current
Service Desk Analysist / Operations Coordinator
A&O IT Group
04.2021 - 10.2023
IT Coordinator
BUDS PUBLIC SCHOOL - DUBAI
08.2016 - 12.2020
Engineer – Customer Service
ACCEL FRONTLINE
02.2015 - 08.2016
System Engineer
PRECISION TECHSERVE
04.2013 - 01.2015
System Administrator
PROGRAMMERS INTERNATIONAL
08.2012 - 01.2013
Trainee FMS Engineer
CMS INFOSYSTEMS PVT LTD
07.2009 - 02.2011
Training Undergone
HCL INFOSYSTEMS
04.2009 - 06.2009
Diploma in Computer Engineering -
NTTF Tuticorin
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