Mithun Venkatesh
Bangalore
Summary
Accomplished leader with a proven track record, adept in Service Management and excelling in People Management & Team Building. Spearheaded a team of 100+, achieving top appraisal ratings and significant revenue growth by bringing in new business. Renowned for entrepreneurial spirit and strategic project transitions, consistently delivering expectations.
Overview
20
20
years of professional experience
Work History
Founder & Proprietor
Raptor Sports
05.2020 - 10.2024
- Company Overview: Raptor Sports specialized in cricket exclusive equipment’s for its customers through the “Brewing Cricket” franchise
- We have catered to customers worldwide dealing in high end handpicked cricketing gears
- Daily operations: Responsible for the day-to-day operations of the retail store including customer sales, billing, online order shipment
- Online Sales & Social Media Management: Make sure the daily online sales are packed and shipped
- Management of company Instagram and Facebook to gain new customers via posting daily content
- Sales: Analyze sales figures, forecast future sales, and implement strategies to increase overall company sales
- Prepare monthly visits to various cricket tournaments to boost sales and acquire new customer leads
- Customer service: Ensure customer service needs are met, respond to customer complaints, and resolve issues
- Inventory: Oversee inventory levels, work with vendors, and implement purchasing plans
- Financials & Accounting: Manage Sales bills, purchase bills, inventory pricing and stock updates on the billing software
- Coordinate with the charted accountant on monthly GST filing and yearly company income tax filings
- Store maintenance: Ensure the store is clean and presentable, and maintain health and safety protocols
- Vendor Management: Coordinate with over 30 different vendors on stock purchase, shipping, new product launches, customer replacements
- Sponsoring: Tied up with colleges, coaches and tournament organizers for prize sponsorships from the store
- Raptor Sports specialized in cricket exclusive equipment’s for its customers through the “Brewing Cricket” franchise
- We have catered to customers worldwide dealing in high end handpicked cricketing gears
Senior Manager Consulting
CGI
10.2011 - 06.2018
- Role: “Senior Operations Manager & Tower Lead” for Service Management (Incident, Change & Problem Management)
- Management of a team over 150 members that included 5 Operations Managers, 10 Team Leads, & 60+ clients
- Responsibilities: Client relationship management – Tasks including but not limited to; Client governance, SLA reporting & Presentation, Client visit spoc from SM, Escalation management etc
- Member management - Tasks including but not limited to; recruiting, Member survey meetings, performance management, reviews & appraisal, employee career development
- Financial Management for the Service Management Tower – Responsible for financial forecasting, net and gross margin targets, member salary cost & billing level planning, additional admin cost planning
- Process Governance: Incident, Problem & Change process governing body for IT services across CGI India
- Develop and maintain processes and procedures for service management
- Planning & Implementation of strategic planning on People, Process, Tools for SM
- Strategic Planning & SIP/CIP Introductions for cross functional scopes
- Project Transition – Involved several project transitions during bidding, solution, discovery, due diligence, knowledge transfer, shadow & Go Live stages
- Work with the managers and team leads to set and maintain KPI, goals, stretch goals and step up goals for the service management team
- Keep constant governance with various support functions and work with other key functional teams like Quality, HRPB, Admin, Recruitment, Learning & Development, Transport etc
- Ensure efficient processes and documentation exist to support client systems and applications, including Oversee governance for Change Management, Problem Management and Incident Management for both CGI and client meetings
- Govern and chair client visits – new clients as well as existing
- Keep constant governance with various support functions that help IPC team on a day to day basis
- Ex: Quality, HRPB, Admin, Transport etc
- Availability for the incident team to support on call for P1 or major outages, which also includes preparing
- ACHIEVEMENTS: Top appraisal rating SEE (Significantly Exceeded Expectations) for 3 years (2015 – 2017)
- Won the Star award for year 2016 for CGI Entrepreneurship and Sharing
- Won the best Manager Award (Capella) in 2015 Q3
- Corona Award for the best team in the BU in Q2 2012
Senior Technical SME
Goldman Sachs
11.2008 - 08.2011
- Products supported and roles & responsibilities: Blackberry & Smartphone’s: Creation & activation of blackberry profiles on Blackberry enterprise server
- Troubleshooting all issues related to blackberries, some of them including enterprise emails, contacts, calendar and all enterprise software’s on the device
- Assigning suitable software configuration on the Blackberry enterprise server according to user’s requirement and installation of the same
- Some software’s include Reuters, Bloomberg, Enterprise messenger, Google maps etc
- Laptops and wireless routers: Helping users to connect to the GS network via software’s like fiber link or Cisco VPN client and cache their profile on the laptop to work offline from a GS built laptop
- Helping users to connect to Wi-Fi networks and troubleshooting issues related to Wi-Fi connectivity
- We also provide high end solutions cornering any issues with Wireless routers
- Troubleshooting issues related PointSec login which protects the hard drive on the GS laptop which is the first stage of user’s login on the laptop
- Login GS: Helping users with ordering access to work from home via GS intranet
- Installation and troubleshooting issues related to citrix and java on MAC, Ipad, Iphone and windows platform
- Help and troubleshooting login issues on the GS work from home site like secured and NT logins
- Case of no connectivity to the IP phone from the router, Voice mail issues on the router etc
Team Leader
Aegis Private Limited
07.2007 - 10.2008
- Project: Delta Three (JOIP & ICH): It a consumer brand of delta three that powers the Voice over IP (VoIP) service of Panasonic's GLOBARANGE hybrid VoIP soft phones
- Roles and Responsibilities: Leading a team of 25 and responsible for their stats like FTR, technical quality scores, and customer satisfaction surveys
- Conducted product training and basic networking training (IP addressing, forwarding ports in consumer routers)
- Provide on floor support for their technical queries
- Technical updates to be given to the SME’s on a daily basis
- Updating tech knowledge base with newly found solutions for issues
- Handling technical escalation calls
- Client interactions for implementing action plans on a weekly basis to improve the quality of service
- Responsible the entire process in terms of turnaround time for escalation calls to be resolved
- Organizing and conducting technical certification process
- Weekly presentations and reviews with the clients
Team Leader Operations
Microland Limited
04.2005 - 07.2007
- Company Overview: Microland Ltd a Pioneer in Infrastructure management and Networking Solutions
- Project: BELKIN: Belkin Corporation is an American corporation that manufactures computer hardware and specializes in network connectivity devices
- Roles and Responsibilities: Managing networking solutions for routing, Switching and bridging
- Managing of a team of 20, into technical product training and people management for resolution driven service
- Conducting technical quality check for the calls attended
- Research and development of the newly released products to find a fix to a known issue
- Weekly presentations and reviews with the reporting manager
- Responsible for resolution of escalation calls and Service levels agreements
- Monitored calls for both Soft skills, technical issues and to provide feedback for the same
- Microland Ltd a Pioneer in Infrastructure management and Networking Solutions
Education
Diploma - Electronics and Tele Communications
Oxford Polytechnic
Bangalore01.2004
SSLC -
Eshwari English High School
Bangalore01.2000
Skills
- Service Management Process (Incident, Problem, and Change Management),
- Major Incident Management,
- Client and Vendor Relationship
- People Management & Team Building
- Project Transition (Bidding to Go Live)
- Business and Revenue Forecasting
- Entrepreneurial Spirit
- Project Transition
- Talent acquisition
- Process improvements
- Team leadership
- Revenue Forecasting
Accomplishments
- Top appraisal rating SEE (Significantly Exceeded Expectations) for 3 years (2015 – 2017)
- Won the Star award for year 2016 for CGI Entrepreneurship and Sharing
- Won the best Manager Award (Capella) in 2015 Q3
- Corona Award for the best team in the BU in Q2 2012
Hobbies and Interests
Playing cricket, badminton, Love to explore different places in India
Languages
Telugu
First Language
English
Proficient (C2)
C2
kannada
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Tamil
Elementary (A2)
A2
Timeline
Founder & Proprietor
Raptor Sports
05.2020 - 10.2024
Senior Manager Consulting
CGI
10.2011 - 06.2018
Senior Technical SME
Goldman Sachs
11.2008 - 08.2011
Team Leader
Aegis Private Limited
07.2007 - 10.2008
Team Leader Operations
Microland Limited
04.2005 - 07.2007
Diploma - Electronics and Tele Communications
Oxford Polytechnic
SSLC -
Eshwari English High School
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