KARTHIK KUMAR CS

Experienced Information Technology Manager well-versed in Operations, Infrastructure, Security planning. Forward-thinking and strategic leader with 22+ years of experience in IT Service & Support. Recognized for cost-effective system improvements, operational streamlining and positive leadership style with Strong decision-making skills.

• Supervised team of 45 staff members. During the Transition of Customer Support & Technical Support contact center for Product Support
• Completed the 24/7 ServiceDesk Project on time and under budget. The Operation team support both ITSO (Incidents and Change)
• Documented processes and drafted SOPs to comply with regulations and company policies for 24/7 Operation Support requirements
• Achieved 80% Customer Satisfaction feedback through effectively helping the Team in developing the FAQ documentation and ENDUSER self-help guide.
• Worked directly with Human Resources to streamline hiring and onboarding process.
• Reduced operational expenses by 10% by streamlining Support Operations and Developing new Internal Service Process.
• Managed team of employees, overseeing hiring, training and professional growth of employees.
• Implemented, developed and tested installation and update of file servers, print servers and application servers.
• Implementations of ITSM tool from building the Infrastructure, Service, Support and drafting SOP.
• Worked with customers to understand needs and provide excellent service. Development of User, Support and Management Dashboards
• Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
• Documented user stories, specifications and product features into detailed work order to communicate across teams and build mandatory.
• Reviewed established policies and procedures to take on leadership positions, motivate employees and facilitate smooth operations.
• Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.

• ITIL Foundation V3 Certificate in IT Service Management