Naveen Pandiyan

• Developed detailed metrics and reports to assess the performance of IT services, enabling data-driven decision-making for continuous improvement.
• Led the end-to-end migration of legacy applications and infrastructure to AWS cloud, ensuring minimal disruption to operations.
• Worked upon the integration of AWS infrastructure with existing on-premises systems to create hybrid cloud environments, improving disaster recovery capabilities.
• Migrated applications to AWS services with zero data loss, including setting up backup, monitoring, and logging systems for continuous system health.
• Oversaw the decommissioning of physical and virtual servers as part of a cloud migration initiative to AWS, contributing to a multi-phase digital transformation project.
• Participated in testing and validating application functionality after migration, ensuring systems were operational post-decommissioning.
• Reduced downtime and increased user productivity by proactively identifying potential IT issues and addressing them promptly.
• Served as a trusted advisor to stakeholders by providing expert guidance on technology solutions that align with business requirements and objectives.
• Built strong relationships with vendors to negotiate cost-effective contracts for hardware, software, and services procurement.
• Supervising and delivering IT services entailing designing backup strategy & ensuring scheduled / unscheduled backups as per the plan.
• Managed life cycle replacement of hardware and software.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Implemented and maintained technology and software budget.
• Developing long-term partnerships with vendors; evaluating vendor performance to execute all aspects of processes related to application and infrastructure changes.
• Drive Operations management, including Incident, Change & Problem Management, while coordinating go-live plans and overseeing geographically dispersed teams and multiple vendors.
• Worked with security teams to enforce compliance and security policies during decommissioning, ensuring that sensitive data was securely wiped from legacy servers.

• Ensure ITIL process implementation in the projects and operational adherence.
• Review service management KPI's and performance data for service provider evaluation.
• Troubleshoot IT infrastructure related tickets reported by users globally.
• Oversee the daily operations and management of the company's network services, ensuring high availability and performance.
• Manage changes, incidents, and problems using Service Now Tool.
• Drive continuous improvement initiatives, identifying opportunities to enhance service delivery and operational processes.
• Mentored junior analysts, providing guidance on best practices and fostering a supportive learning environment.
• Sustaining high uptime for IT infrastructure services. Delivering as per OLA and SLA defined.
• Following up with onsite teams across various Contact centers to resolve and coordinate during Service requests, Incidents and changes.

• As a Shift Lead, manage and drive different enterprise level major incidents in partnership with multiple technology teams, Business partners and other Technology Vendor partners.

• Drive all High Severity Issue (P1/P2) Resolution bridge calls for service restoration, effective coordination, escalation, notification and resolution.

• Provide detailed Root Cause Analysis (RCA) document on to Problem Management and attend RCA meetings with the customer to determine the root cause of incidents.

• Facilitate the support teams and Stakeholders on the bridge and ensuring that the issue is resolved within the assigned SLA window.

• Document, Review & share lessons learnt from critical issues and contribute to the strategic activities.

• Managing team of 12 QAs and rolling out daily rosters for covering the sites and achieve the set target.
• Lead Quality Improvement on the floor to implement ways on improving performance, enabling CCCs to reach/exceed satisfaction levels.
• Helping Operations/new hires on call with complex as well as escalated issues.
• Monitoring calls for multiple sites to do compliance checks.
• Worked on Project to implement Best practices among the consultants applying for IJPs.
• Prepare detailed reports on quality metrics, performance trends, and improvement ini a ves for stakeholders and clients.
• Conducted regular performance evaluations, provided constructive feedback, and facilitated professional development opportunities for team members.
• Prepared and delivered quarterly business review (QBR) presentations to executive stakeholders, highlighting IT achievements, challenges, and strategic recommendations.
  Collaborated cross-functionally to align IT initiatives with organizational goals and objectives.
• Collaborated with cross-functional teams on new project initiatives, ensuring the successful deployment of IT solutions that meet business requirements.
  Actively participated in project planning, execution, and post-implementation reviews.
• Implemented user-centric strategies to enhance the overall employee IT experience, resulting in increased satisfaction and productivity.

• Troubleshooting issues remotely for LAN, Firewall, Proxy, Internet connectivity, Outlook, OST, PST, MS Office, Salesforce, VPN, Citrix, and Windows issues.
• Promoted as a Subject Matter Expert handling a team of 9 members handling live escalations.
• Configuring System profiles, Proxies, Firewall, Antivirus, Desktop applications, Printers & Scanners, Emails configuration on mobile devices like blackberry, iPhone and android, Installing Microsoft patches.
• Exposure to Windows, Mac, Linux operating system issues.
• Collaborated with IT team to integrate new security solutions, improving overall infrastructure protection.
• Developed security metrics and technical analysis to give insight into performance and trends.
• Spearheaded the successful migration of firewalls to a new platform, resulting in improved functionality and efficiency.
• Identified potential threats by analyzing firewall logs and taking appropriate action to mitigate risks.
• Managed relationships with vendors for hardware/software procurement, achieving cost savings while maintaining quality standards.
• With thorough documentation of processes and procedures, ensured smooth handover during staff transitions or absences.

• Follow the Incident Management process cycle for every client specific /Contact Center Outages per ITIL compliance inculcating Change Management as per requirement and customer suggestion.
• Service restoration of incidents following Incident management, problem management process.
• Led efficient helpdesk operations, ensuring prompt issue resolution and exceptional end-user support.
• Implemented streamlined ticketing systems and standardized support processes, resulting in a 50% reduction in response times.
• Developed and maintained key performance indicator (KPI) reports to track IT service delivery metrics. enabling data-driven decision-making.
• Ensure high levels of client satisfaction by delivering projects on time and with the highest quality standards.

• Worked as an administrator providing remote support to a top client in the US & UK region.

• Assisted customers with network issues.

• Hands on experience with tools like Splunk, Wireshark, Fiddler, Event viewer.

• Troubleshoot fibre-optics and copper broadband related issues like no connection, slow speed connection, dropping connection and no web pages.

• Spearheaded automation initiatives to streamline repetitive tasks and improve operational efficiency. resulting in 85% time savings.

• Resolve technical issues through multiple channels including phone, email, chat, and in-person support, ensuring a high level of customer satisfaction.

• Provide remote troubleshooting and assistance using tools like Remote Desktop, TeamViewer, and GoToAssist to resolve user issues from anywhere.