MADHUSUDHAN R

• Team Leadership and Oversight:Managed and led a team responsible for providing comprehensive support for a range of systems including SYSPRO ERP, EDW, Qlik Sense, Power BI, Bizom, and various legacy applications.
  Mentored, trained, and supervised team members, ensuring optimal skill development and alignment with service delivery objectives.
  
• Service Delivery Management:Oversaw end-to-end service delivery operations, ensuring that support services met or exceeded agreed-upon SLAs and KPIs.
  Managed the resolution of complex issues and escalations, collaborating with technical teams for timely and effective solutions.
  
• Client Relationship and Stakeholder Management:Established and maintained strong relationships with ABInbev and other stakeholders to understand their needs and align service delivery to meet their expectations.
  Conducted regular meetings, addressing concerns, and ensuring high levels of client satisfaction.
  
• Systems Support and Optimization:Provided strategic direction for supporting SYSPRO ERP, EDW, Qlik Sense, Power BI, Bizom, and legacy applications.
  Identified opportunities for process improvements, implementing strategies to enhance service quality, efficiency, and reliability.
  
• Vendor and Supplier Coordination:Managed relationships with external vendors or partners, ensuring contractual obligations were fulfilled, and services were delivered as per agreements.
  
• Service Desk IT Management:Oversaw the Service Desk IT operations, ensuring the swift resolution of IT incidents and requests while maintaining adherence to ITIL-based processes.
  

• · Managed a team of [Number] service desk analysts to ensure timely resolution of incidents and requests within the agreed service level agreements (SLAs).
• · Developed and maintained service desk procedures, policies, and documentation to improve service delivery and ensure compliance with ITIL best practices.
• · Conducted regular service desk performance reviews, provided feedback, and identified areas for improvement.
• · Led major incident management and problem management activities, ensuring timely resolution of high-priority incidents and root cause analysis of problems.
• · Collaborated with other IT teams and stakeholders to ensure effective communication and coordination of IT services and projects.
• · Managed change management processes, ensuring that all changes are assessed, approved, implemented, and evaluated according to the organization's change management policies.
• · Provided technical support to end-users, including troubleshooting hardware, software, network, and application issues.
• · Conducted training and knowledge transfer sessions for service desk analysts and end-users to improve IT literacy and promote self-service.
• · Implemented service desk metrics and dashboards to monitor performance, identify trends, and report on key performance indicators (KPIs).
• · Proficient in ITSM tools like SNOW, with expertise in administrative aspects, including report and dashboard design tailored to meet core team requirements. Possess comprehensive knowledge of incident management and change management within the tool.

· Technical support L1 and L2 for application ABInBev Market Tool (Web based Application CRM).

· Handling Calls from PAN India and Logging the Complaints.

· Testing application.

· Identifying bugs & Reporting bugs to the Development Team.

· Maintaining documents of reports.

· Maintaining State Wise, Level Wise Escalation Reports

· Maintenance on first level coordination activities.

· Working with Outlook and Open office ect

· Working with Macros and Advance Excel for reporting

Project: ABInBev

Key Activities:

ü Technical support L1 and L2 for application ABInBev Market Tool (Web based Application CRM).

ü Handling Calls from PAN India and Logging the Complaints.

ü Testing application.

ü Identifying bugs & Reporting bugs to the Development Team.

ü Maintaining documents of reports.

ü Maintaining State Wise, Level Wise Escalation Reports

ü Maintenance on first level coordination activities.

ü Working with Outlook and Open office ect

ü Working with Macros and Advance Excel for reporting

Project: AMUL

Key Activities:

• Develop a strategy the team will use to reach its goal
• Provide any training that team members need
• Communicate clear instructions to team members
• Listen to team members' feedback
• Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed
• Manage the flow of day-to-day operations
• Creating Reports to update the client on Teams Progress
• Maintainence of Sapphire ticketing tool
• PAN India Escalation change and new update activity
• Identifying bugs & Reporting bugs to the Development Team.
• Maintaining documents of reports
• Maintaining MIS Report Branch Wise for PAN India
• Maintenance on first level coordination activities.
• Working with Outlook and Open office ect

v Project: SABMILLER

Key Activities:

ü Technical support L2 for application SABMiller Market Tool (Web based Application CRM).

ü Handling Calls from PAN India and Logging the Complaints.

ü Testing application.

ü Identifying bugs & Reporting bugs to the Development Team.

ü Maintaining documents of reports.

ü Maintaining State Wise, Level Wise Escalation Reports

ü Maintenance on first level coordination activities.

ü Working with Outlook and Open office ect

v Project: ELECTION COMISSION OF INDIA & BRITANIA

ü Working with Outlook and Open office ect

ü Maintaining documents of reports

ü Testing application.

ü Handling Calls from Karnataka and Logging the Complaints

ü Resolving the Comlaints through mails.

• Title: BATTLEFIELD MANAGEMENT SYSTEM (BMS)
• Description: Battlefield management System(BMS) aims to automate flow of operational information and situational awareness for the field force of Indian Army
• It is primarily meant for collecting, filtering, processing, formatting and displaying operational, intelligence and logistics information to commanders and staff at all levels in a field force to enable them to assess the battlefield scenario and to take appropriate and timely decision at the right time, at the right place and in the right form.
• Role: Designing network architecture to exchange the information within BMS nodes and across the various systems
• Configuring Switches, Routers, different of LAN,WAN, MNET, etc Configuration of Starts V MK11 Radio, IP Radio, Scada Radio ,GPS Viewers, TI, BFSR, etc