Keerthi Selvarajan

• Project Coordination: Coordinated end-to-end delivery of network design and data center infrastructure projects, working closely with cross-functional teams to ensure timely execution, efficient resource allocation, and alignment with technical and business goals.
• Agile Project Management: Utilized Agile methodologies to manage project timelines and workflows. Maintained a Kanban board to track progress, manage tasks, and ensure the team remained focused on high-priority deliverables.
• Collaboration with Core Engineering Team: Worked closely with the core engineering team to finalize network designs and infrastructure plans, ensuring technical specifications were met and any dependencies were effectively managed.
• Firewall Request Management: Managed the process of raising core and corporate firewall requests for ongoing projects, ensuring appropriate security measures were implemented and firewall configurations were aligned with project requirements.
• Cross charge Management: Ensured that engineering efforts were accurately tracked and billed, facilitating proper chargeback processes and resource utilization reporting for the engineering team.
• Progress Communication: Provided regular and timely communication of project status and progress updates to stakeholders, ensuring that everyone was aligned on deliverables, deadlines, and potential risks.

Key Achievements:

• Successfully coordinated multiple network design and data center infrastructure projects, delivering all major milestones on time and improvement in delivery timelines.
• Built and managed a Jira dashboard to track project progress, allowing the team and leadership to access real-time updates on task completion, blocked items, and sprint performance.
• Improved chargeback accuracy by introducing detailed tracking of engineering hours using Jira and time-tracking integrations
• Ensured consistent stakeholder communication, providing weekly project status reports and updates on potential risks or blockers, leading to better alignment and faster decision-making.

Tools & Technologies Used:

• Jira for project tracking, creating Kanban boards, and building dashboards to monitor project progress and team performance.
• Agile Methodologies (Kanban ) for managing project tasks, workflows, and timelines.
• Time-Tracking and Billing for accurate chargeback and resource utilization reporting.

Incident Management Change Management Service Management Reporting

• Acted as the primary point of contact for critical incidents, ensuring rapid response and coordination across technical teams.
• Led daily incident review meetings to identify root causes and prevent recurrence.
• Maintained and improved the incident management process to align with ITIL best practices.
• Ensured SLA compliance by tracking incident resolution timelines and escalating high-priority issues appropriately.
• Managed end-to-end lifecycle of changes, from request submission to post-implementation review.
• Facilitated Change Advisory Board (CAB) meetings to evaluate and approve change requests.
• Minimized service disruptions by ensuring risk assessments and test plans were properly documented and executed.
• Developed dashboards to track change success rate, change volume, and emergency changes.
• Created and maintained weekly, monthly, and ad hoc reports on incident, problem, and change management metrics.
• Delivered KPIs and SLA compliance reports to senior leadership and operational stakeholders.
• Designed and automated reporting dashboards using tools like Power BI / Excel / ServiceNow Analytics (customize to what you used).
• Identified trends and areas for process improvement through data analysis and reporting.

Achievements:

• Reduced average incident resolution time by 20% through process optimizations.
• Improved change success rate to 98% over a 12-month period.
• Automated key service management reports, saving over 10 hours per month in manual effort.

• Managed end-to-end IT service delivery for graphics packaging operations, ensuring high availability and performance of systems supporting prepress, design, production, and asset management.
• Oversaw daily IT operations including incident response, change implementation, service requests, and user support, aligned with ITIL best practices.
• Acted as the bridge between IT and production teams to ensure minimal downtime and rapid resolution of system-related issues affecting packaging workflows.
• Coordinated with third-party vendors and internal teams to manage SLAs, system upgrades, patching schedules, and maintenance windows with minimal business disruption.
• Developed and delivered regular service performance reports, tracking KPIs such as incident resolution times, system uptime, user satisfaction, and change success rates.
• Participated in strategic IT planning for packaging operations during Covid, including system migrations, tool integrations, and process automation projects.

• Led build and decommission projects through the full project lifecycle, employing Agile methodologies to ensure iterative progress, flexibility, and continuous stakeholder feedback.
• Facilitated Agile ceremonies including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives to ensure smooth team collaboration and successful delivery of project milestones.
• Collaborated with cross-functional teams (developers, testers, business analysts, and system architects) to gather requirements, refine backlogs, and prioritize tasks in line with business objectives and compliance requirements.
• Managed the end-to-end lifecycle of decommissioning legacy systems and technologies, ensuring a seamless transition to new platforms while mitigating risks to ongoing operations.
• Drove the build process of new systems or infrastructures by breaking down the work into user stories and tasks, ensuring deliverables were met on time and within budget.
• Worked closely with stakeholders to track project progress, adjust priorities, and communicate roadblocks or dependencies that could impact delivery timelines.
• Ensured the decommissioning process was smooth by working with internal teams to safely retire legacy systems, including data migration, hardware disposal, and documentation of decommissioning procedures.
• Produced and maintained clear project documentation, including roadmaps, release plans, release notes, and post-project reviews.

Key Achievements:

• Successfully led a critical infrastructure decommissioning project, retiring over 150 legacy servers and applications, achieving 100% data integrity during migration
• Coordinated the build and roll-out of a new enterprise cloud-based system, completing the project ahead of schedule by optimizing Agile sprint planning and increasing team velocity.
• Increased team efficiency by following Agile Principles, helping team members understand Agile principles and adopt more collaborative workflows.
• Implemented a continuous delivery pipeline for the build phase, reducing release cycles, and improving overall release reliability.

Tools Used:

• Jira for project management and sprint tracking.
• Confluence for documentation and knowledge sharing.
• GitHub and GitLab for version control and deployment automation.
• Slack for team communication and collaboration.

• Team Management: Led and mentored a team of 7 to 9 analysts, ensuring efficient operations and service delivery across all service desk functions.
• Troubleshooting & Support: Provided remote support for troubleshooting application-related issues, diagnosing and resolving problems in a timely manner.
• Active Directory Administration: Managed user accounts, permissions, and policies in Active Directory Domain Services (AD DS), ensuring access control and security for end-users.
• Client Support (FRHI): Delivered technical support for FRHI clients, including troubleshooting wired/wireless internet connectivity, configuring guest devices, and addressing hardware issues related to networking.
• Application Support: Managed and resolved issues related to client-based applications such as Property Management Systems (PMS) and other web-based applications, ensuring minimal disruption to business operations.
• Hardware Connectivity: Provided hardware connectivity troubleshooting support, ensuring seamless connectivity for client devices, printers, and other peripherals.

Key Achievements:

• Improved team response time by 15% through the introduction of optimized issue escalation procedures and knowledge sharing within the team.
• Enhanced client satisfaction by resolving over 90% of technical issues within the first call or remote session.
• Successfully managed Active Directory migration projects, ensuring seamless user access transitions with minimal downtime.
• Developed a troubleshooting guide for common issues with PMS and web-based applications, reducing resolution time by 20%.

Tools & Technologies Used:

• Active Directory for user and account administration.
• ServiceNow or Jira (customize depending on what you use) for incident tracking and service desk management.
• Remote Desktop Services (RDS) for remote troubleshooting and application support.
• Microsoft Office Suite and Office 365 for client support and documentation.

• Team Management: Led a team of 20 analysts, overseeing the day-to-day operations of technical assistance for both Small Office and Home Office environments, ensuring effective and timely support.
• Process Design & Optimization: Designed and implemented new processes and workflows for technical support, increasing team efficiency and streamlining service delivery.
• Recruitment & Training: Spearheaded recruitment efforts for new associates, providing comprehensive onboarding and ongoing training to ensure staff were well-equipped to handle technical issues.
• Second-Level Support: Acted as the second point of escalation for associates, assisting with complex technical issues and ensuring quick resolution of problems.
• Escalation Management: Handled both internal and external escalations, ensuring client satisfaction through proactive communication and quick issue resolution.
• Client Support: Delivered technical assistance to Small Office and Home Office users, troubleshooting a wide range of software, hardware, and network issues to ensure uninterrupted business operations.

Key Achievements:

• Successfully reduced average resolution time by 25% by optimizing escalation procedures and improving the knowledge base for the team.
• Improved customer satisfaction scores by 15% through effective second-level support and prompt resolution of technical issues.
• Designed and rolled out a training program that reduced onboarding time for new associates by 20%, improving team productivity.
• Led the recruitment process that expanded the support team by 30%, ensuring the team had the resources to manage increasing support demands.

Tools & Technologies Used:

• Service Management Platforms ( ServiceNow, for issue tracking and escalations.
• Remote Desktop Tools (e.g., TeamViewer, AnyDesk) for troubleshooting Small Office/Home Office clients.
• Microsoft Office Suite and Office 365 for troubleshooting and documentation.
• Internal Knowledge Base and Confluence for process documentation and training materials.

• Customer Service: Managed inbound customer calls, addressing service and product requests in a professional and timely manner.
• Issue Troubleshooting: Handled troubleshooting and problem resolution for various products and services, ensuring high customer satisfaction by identifying solutions quickly and accurately.
• Customer Feedback Management: Prepared and maintained detailed customer lists and feedback reports, updating leadership with actionable insights and areas for service improvement.
• Training & Development: Conducted training sessions for new joiners, ensuring they were well-versed in customer service processes, product knowledge, and troubleshooting techniques.
• Additional Support Tasks: Managed other essential administrative and operational tasks as needed to ensure smooth customer service operations.

Key Achievements:

• Achieved a customer satisfaction score of 95% by resolving customer issues quickly and efficiently through consistent troubleshooting.
• Reduced response time by 15% through the implementation of streamlined service request tracking and feedback reporting systems.
• Trained over 50 new employees, contributing to a significant decrease in onboarding time and a more effective team performance.
• Proactively addressed recurring product issues, resulting in a 20% reduction in customer complaints related to specific product features.

Tools & Technologies Used:

• CRM Systems (HP Service manager) for managing customer queries and tracking service requests.
• Product Knowledge Base for troubleshooting guidance and issue resolution.
• Microsoft Office Suite for preparing customer lists, feedback reports, and training documentation.
• Call Management Software (e.g., Avaya, Five9) for managing inbound and outbound customer calls.

• Manpower Planning: Assisted the hiring team in identifying the optimal number of staff required for individual processes, ensuring alignment with business needs.
• Forecasting: Analyzed client call forecasts and current process metrics, leveraging historical data to predict staffing requirements and maintain operational efficiency.
• Data Analysis: Utilized historical data to assist in the preparation of reports that supported decision-making on resource allocation and scheduling for optimal team performance.
• Collaborative Support: Worked closely with the hiring team to align resource requirements with projected workloads, helping to ensure staffing levels met business demands.

Key Achievements:

• Played a key role in improving workforce efficiency by accurately predicting staffing needs, contributing to a 10% increase in overall process productivity.
• Supported the hiring team with data-driven insights, helping to reduce overstaffing/understaffing by 15% through better workforce planning.
• Contributed to the successful scaling of operations by aligning hiring efforts with forecasted demand, ensuring consistent service delivery and meeting client expectations.

Tools & Technologies Used:

• Excel for data analysis, forecasting, and reporting.

Client Call Forecasting Systems to assess projected workload and align resources accordingly.