Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Praveen Kumar

Praveen Kumar

Service Co-ordinator/Escalation/Incident Manager
NON-METRO

Summary

IT Service Management Professional with cross functional Expertise in Finance, Budgeting, Quality Control, Service and Team Management 7.5 Years of Experience in supporting IT infrastructure, IT Applications support and currently working as Team Lead for Incident Management under enabling functional support model. Experienced in working directly with clients to ensure all the goals of a project are achieved and met within scope and budget.

Overview

14
14
years of professional experience
7
7
years of post-secondary education

Work History

Escalation Management/Service Co-ordination

Kyndryl
10.2022 - Current
  • Effectively communicating and Remote Team Management
  • As Team Lead - Service Co-ordination in KPMG: Currently working as Team/People Manager from 2018 till date
  • Establishing team objectives or goals, overseeing, training, or advising team members
  • Strong understanding of IT infrastructure, systems, and applications,exceptional communication and interpersonal skills in interacting with associates across the regions, this is non-negotiable
  • Excellent problem-solving skills and the ability to make sound decisions under pressure, familiarity with ITIL or other IT service management frameworks such as Incident/Problem/Change Management and experience in ServiceNow.
  • Reduced customer complaints by efficiently managing and resolving escalated issues.
  • Maintained detailed records of all escalation cases, ensuring accurate reporting and data analysis for management review.

Product Support Analyst

Symantec
12.2011 - 7 2015
  • As an Endpoint product support engineer in Symantec: Build a rapport with the client to ensure longevity of business
  • Be accountable for the quality maintained
  • Providing Voice and Remote support for the Norton customers globally
  • Analyze performance results, innovate and implement best practices
  • Resolving Internet connectivity issue, Basic windows error (registry, services etc.)
  • Security Support for windows OS, Android, Mac
  • Debugging the virus issues from the customer's computer using Norton Tools.

Incident Management - Team Lead/Service Co-ordination

Kyndryl Indian Private Limited
07.2015 - 07.2022
  • As Team Manager in NAB: Manage critical customer site outage resolutions for major customers
  • Coordinated plans of action with repair teams and communicated expectations with NAB and customer management teams
  • Lead my team as SME and then promoted as Team/On-Job Trainer/People Manager.
  • Collaborate with internal and partner repair organizations, from Engineers and Executives.
  • Manage, escalate, status, and assist, coordinating repair efforts on Service Assurance issues.
  • Served as subject matter expert for 36 months for company tools in order to provide training for my peers and management, greatly improving overall productivity
  • Provided basic desktop support for my team, to increase department efficiency by limiting downtime resulting from applications failures, and costly time spent with IT support
  • Monitored batch and backup jobs for a multitude of Business Units with various systems and packages
  • Performed application monitoring for clients.
  • Developed an automated ticketing system that streamlined the incident management process and improved team efficiency.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Coached team members in techniques necessary to complete job tasks.

Consultant

Sutherland Global Services
10.2010 - 12.2011
  • As a Level 1 agent in Sutherland Global Services
  • Call Center Support Agent (L1), (Oct 2010 to Dec 2011)
  • Handling calls -providing technical solutions
  • Be accountable for the quality maintained
  • Providing solution for customers regarding Internet Connectivity issues and email client for UOL
  • Configure software to connect to Internet application servers.

Education

HSC -

Christ The King Higher Secondary School, Kumbakonam, Tamil Nadu
05.2004 - 05.2005
Grade: Passed in Distinction

Bachelor of Engineering - Computer Science Engineering

Sri Padmavathy Engineering College, Chennai, Tamil Nadu
08.2005 - 05.2009

ITIL V4 - undefined

People Cert
02.2022 - 05.2023

ITIL V4 - Strategy - undefined

People Cert
07.2024 - Current

Escalation Strategic Management - undefined

IBM
07.2023 - Current

Skills

Leadership Skills

Effective Time Management

Ability to Multitask

Ability to Work Under Pressure

Microsoft Office

Incident Management

ITIL V4 - Introduction

Client Retention Strategies

Complaint Handling

Websites

Accomplishments

  • Received Client Services Award from Kyndryl for Client/Project Retention in the year 2023, September.
  • Received client recognition award for 5 consecutive years in IBM from 2016-2021.
  • Received best performer award for 3 quarters on August 2023
  • Received best employee award for Customer service in the year 2022, September
  • Received L3 applause award in Symantec for been a consistent performer for Dec '21 to Jan '23
  • Received L2 applause award twice in Symantec in 2014.
  • Received appreciation for building a tree analysis for creating simplified process document and ticketing.
  • Assisted in creating new support system for employees hired Onsite and awarded.
  • Received client recognition award for 5 consecutive years in IBM.

Timeline

People Cert - ITIL V4 - Strategy,
07.2024 - Current
IBM - Escalation Strategic Management,
07.2023 - Current
Escalation Management/Service Co-ordination - Kyndryl
10.2022 - Current
People Cert - ITIL V4,
02.2022 - 05.2023
Incident Management - Team Lead/Service Co-ordination - Kyndryl Indian Private Limited
07.2015 - 07.2022
Product Support Analyst - Symantec
12.2011 - 7 2015
Consultant - Sutherland Global Services
10.2010 - 12.2011
Sri Padmavathy Engineering College - Bachelor of Engineering, Computer Science Engineering
08.2005 - 05.2009
Christ The King Higher Secondary School - HSC,
05.2004 - 05.2005
Praveen KumarService Co-ordinator/Escalation/Incident Manager