Kishore Kumar U

• Led cross-functional teams to optimize project workflows and enhance performance metrics.
• Developed training programs for team members, fostering skill advancement and productivity improvements.
• Implemented process improvements that increased operational efficiency and reduced turnaround times.
• Managed resource allocation to ensure timely project delivery while maintaining quality standards.
• Collaborated with stakeholders to define project objectives and align team efforts with organizational goals.
• Monitored team performance and provided constructive feedback to support continuous development.
• Facilitated regular team meetings to discuss progress, address challenges, and strategize solutions.
• Utilized project management tools to track milestones, deadlines, and deliverables effectively.
• Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
• Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
• Led employee relations through effective communication, coaching, training, and development.
• Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
• Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Defined clear targets and objectives and communicated to other team members.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
• Ensured compliance with industry-specific regulations by implementing appropriate policies and procedures for the team''s operations.
• Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
• Streamlined project management processes, resulting in reduced turnaround times for service requests.
• Established strong relationships with key stakeholders, fostering collaboration and mutual support.
• Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
• Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
• Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.

• Implemented IT solutions to optimize operational efficiency across multiple departments.
• Developed and maintained detailed documentation for systems and processes, enhancing team collaboration.
• Provided technical support and troubleshooting for hardware and software issues, improving user satisfaction.
• Led training sessions for staff on new technologies, boosting overall productivity and system adoption rates.
• Streamlined incident response procedures, reducing downtime and ensuring timely resolutions of technical issues.
• Coordinated cross-functional projects aimed at integrating advanced technologies into existing workflows.
• Mentored junior IT staff, fostering skill development and promoting a culture of continuous learning within the team.
• Streamlined IT processes for increased efficiency through the development of automated solutions.
• Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
• Used ticketing systems to manage and process support actions and requests.
• Managed helpdesk operations, prioritizing tasks according to urgency and impact on overall business functions.
• Established IT policies and procedures, fostering a culture of security awareness within the organization.
• Oversaw asset management process for all technology resources, ensuring optimal use of available equipment.
• Managed high levels of call flow and responded to technical support needs.
• Collaborated with upper management to drive strategy and implement new processes.

• Led cross-functional teams to enhance IT project delivery and streamline operational workflows.
• Mentored junior staff, fostering skill development and knowledge transfer within the team.
• Responded to customer inquiries and provided technical assistance over phone and in person.

Ø Managing all Director and above VIP support of SanDisk (Western Digital).

Ø SME support for Windows Desktop Level /Networking /Cisco call Manger/ MAC Support.

Ø Provided Specialized System Administration support for new client implementation for BU related new projects.

Ø Coordinating with complete IT ownership on AHM/Town hall / Fireside Chat meetings/Hackthon Events/other events.

Ø New Site Implementations and supporting to Higher Management for IT requirements on new site.

Ø Working with Operation Team for New Site Implementations for IT requirement and Vendor Management.

Ø Vendor Management with all providers and Support project works like (New Site Implementations, Lab build, DC build, Integration Projects).

Ø Managing a Team of 10 System Administrators.

Ø Managing shifts and rosters for the reporting Engineers and Leave Tracker maintenance.

Ø Responsible for the day to day IT Management Activity of the System Administrators. Including hiring, Technical Training, soft skills, motivating and goal setting as well as productivity reporting to upper management.

Ø Do quality checks on Team’s ticket and ensure minimal backlog and ageing of Tickets.

Ø Raise ERP PRs for service request or small purchase orders.

Ø Work with IM’s to ensure tickets get worked upon as per SLAs and SNOW inventories are 100%.

Ø Ticket assignment (Incident management, Request Management).

Ø Track all assets in SNOW (Leavers, Movers, and Additions) Leading the Asset Refresh activity and E-waste Activity.

Ø Working with Internal & External IT Audit to ensure 100% Compliance.

Ø Created weekly reporting protocols that detailed team productivity, employee evaluations and goal attainment.

Ø Procurement escalation/Issue escalation/Sharing information-knowledge.

Ø SME expert and guidance including delivery KT to new team members.

Ø Handling Critical user like MD, CFO, CTO and Senior VP’S of ABB India LTD.

Ø Handling first level day-to-day Escalations in the Location same as previous role.

Ø Coordinating with Vendor & completing assigned task for new ABB location/site.

Ø Asset coordinating in day to day activity, Pending call report, CSAT, SLA Report.

Ø SCCM spoc & Managing patch reports around 400 system under single location.

Ø Installing and troubleshooting of SCCM Client in all the location Desktop.

Ø Attending the incidents of laptop & desktops (Hardware & Software Troubleshooting) problems.

Ø Response & closure of calls within Service Level Agreement, through uni-centre call management service.

Ø Main role as CSE (Critical Support Engineer) and Team Leader, Handling Critical user like CEO, CIO and Senior VP’S

Ø NAV Engineer, SCCM, BYOD, Spoc,

Ø Handling 10 engineer as team leader 32 Critical users in the location.

Ø Configuring / Troubleshooting Smart phones like Blackberry/android device and Apple IOS device, IPAD.

Ø Coordinating with Operations such as Network, Information Security, Mail-admin…in resolving day-to-day Escalations,

Ø Assisting Location IT Manager in handling users and handling Technical escalations within the Team…

Ø Managing Team members and Mentoring them on their needs on Technical fronts which include Hardware [Desktop / Laptop] and Application level Skill sets, Configuring / Troubleshooting Blackberries Data Cards and advanced features.

Ø Resolving reported incidents related with Hardware and Applications, contributing solutions for complex incidents to knowledge Base and keeping track of such solutions in resolving future incidents, reporting such solutions to knowledge base.

Ø Carrying periodic location reports, engineer tracker, tanning for engineer

Ø Carrying periodic Location Audits in making the standards better and facing periodic Audits across location and closing non-compliance’s if any.

Ø Handling with L1 SCCM console and maintain the count of the SCCM client in the location Machine and to find out the active and inactive client in the location.

By the Help of L1 SCCM Console collecting the location Collection report and sharing to ITM

Ø Daily need to check the NAV Console & need to keep up-to-date Definition.

Ø Daily need to collect the report and need to share for the ITM & OM.

Ø Installing, configuring and Managing SAV/SEP Antivirus client and Update systems with latest Antivirus version and definitions.

Ø Troubleshooting Virus related issues and Security risks issues by the help of the antivirus L2 team.

Ø Handling 1400 plus client Machine in the location for their all kind of virus-related issues.

Ø Maintaining SEP Compliance 100 percent in the Location.

• Diagnosed and resolved technical issues for customers, ensuring timely support and satisfaction.

Ø Handling general information quires and suggestion on call.

Ø Configuration of ADSL Modem and Wireless Routers on call.

Ø Mail-client configurations and Troubleshooting internet and intranet VPN issues.

Ø Good knowledge of configuration of Static and Dynamic IP addresses (NAT & Bridge Mode).

Ø Good knowledge of configuration of USB and Ethernet Modems, Routers (Beetel, Dlink, Huwai, Zyxel, Belkin, Linksys, Netgear, Dataone).

Ø Good knowledge of Mail Client configurations (MS Outlook, Outlook Express).

Ø Handling IP blacklisting and block listing issues.

Ø Upgrading new Firmware and patches in the ADSL routers and Modems

Ø Internet and Intranet VPN troubleshooting.

Ø Good knowledge of NATING, Port Triggering and Port Forwarding.

Ø Worked as Quality Analyst by selected in IJP (Internal Job Posting).

Ø Monitor and handling the daily calls Audit and need to make sure groove the Agent.

Ø Share the feedback on the call performance of each agent daily & weekly basis.

Ø Handling the OJT session (On Job Training) for the new CSO.