RAVI PRAKASH
Jamshedpur
Summary
Results-driven and detail-oriented Portfolio Manager with extensive experience in Technical Helpdesk Support. Proven ability to oversee IT service operations, manage portfolios, and enhance client satisfaction through strategic problem-solving and innovative technology solutions. Adept at leading cross-functional teams, optimizing processes, and implementing IT service management (ITSM) best practices to drive efficiency and business growth.
Overview
9
9
years of professional experience
Work History
Portfolio Manager
IBM India Pvt Ltd.
Kolkata
09.2018 - Current
- Manage IT portfolios, ensuring alignment with business objectives and budgetary constraints
- Lead the technical helpdesk team to provide high-quality support and service delivery
- Oversee incident management processes to minimize downtime and enhance system reliability
- Develop and enforce policies to ensure compliance with industry standards and security protocols
- Coordinate with vendors and internal stakeholders to optimize IT resources and solutions
- Track and analyze performance metrics, implementing improvements where necessary
- Team Management & Leadership: Lead and mentor a team of technical support engineers or analysts
- Assign tasks, monitor performance, and provide feedback
- Conduct training sessions to enhance the technical skills of the team
- Technical Support & Issue Resolution: Provide guidance and solutions for complex technical issues escalated from Level 1 & Level 2 support
- Act as the point of contact for high-priority or critical incidents
- Ensure timely resolution of technical problems to maintain service levels
- Process Improvement & Optimization: Identify recurring technical issues and recommend solutions to reduce ticket volume
- Implement automation and knowledge base enhancements for efficiency
- Develop and refine Standard Operating Procedures (SOPs) for the support team
- Customer & Stakeholder Management: Communicate with customers and clients to understand technical challenges and provide solutions
- Work closely with cross-functional teams (development, IT, and operations) to resolve product-related issues
- Maintain a high level of customer satisfaction through effective support and follow-ups
- Incident & Problem Management: Ensure adherence to ITIL-based incident and problem management practices
- Conduct Root Cause Analysis (RCA) for recurring issues and propose long-term fixes
- Document and track incidents to ensure resolution and prevention
- Reporting & Documentation: Prepare reports on support performance, SLA adherence, and ticket resolution metrics
- Maintain logs of technical issues, troubleshooting steps, and solutions for future reference
Finance and Accounts Analyst
Genpact India Pvt. Ltd.
Kolkata
12.2017 - 09.2018
- Financial Analysis & Reporting: Analyze financial statements (P&L, balance sheet, cash flow)
- Prepare financial reports, forecasts, and variance analysis
- Identify trends, risks, and opportunities for cost savings
- Provide insights and recommendations for strategic decisions
- Accounting & Bookkeeping: Maintain accurate financial records
- Handle accounts payable (AP) and accounts receivable (AR)
- Assist with month-end and year-end closing
- Ensure ledger entries are accurate and compliant with accounting standards
- Budgeting & Forecasting: Assist in budget preparation and monitoring
- Compare actual performance vs
- Budget and report discrepancies
- Support financial planning and business strategy formulation
- Taxation & Compliance: Ensure compliance with tax regulations and financial laws
- Assist in tax filings (GST, VAT, corporate tax, etc.)
- Coordinate with auditors and regulatory bodies
- Risk Management & Internal Controls: Identify financial risks and propose mitigation strategies
- Implement internal controls to prevent fraud and errors
- Support compliance with financial policies and best practices
Customer Service Officer
ICICI Bank Ltd.
Jamshedpur
06.2016 - 02.2017
- Customer Interaction & Assistance: Greet and assist customers in the branch
- Address customer queries regarding banking products and services
- Help customers with account opening, deposits, withdrawals, and other transactions
- Resolve customer complaints and escalate issues if needed
- Banking Operations & Transactions: Process cash transactions, deposits, withdrawals, and fund transfers
- Assist in issuing cheques, demand drafts, and other banking instruments
- Ensure compliance with bank policies and RBI regulations while handling transactions
- Verify and process loan applications, fixed deposits, and recurring deposits
- Cross-Selling & Product Promotion: Promote ICICI Bank’s products such as credit cards, loans, and insurance
- Identify customer needs and offer suitable banking solutions
- Encourage customers to use digital banking services like net banking and mobile banking
- Documentation & Compliance: Maintain accurate records of customer interactions and transactions
- Ensure all documentation for KYC (Know Your Customer) and AML (Anti-Money Laundering) guidelines are met
- Assist in audits and ensure compliance with banking regulations
- Digital & Technical Support: Help customers with ATM, internet banking, and mobile banking issues
- Guide customers on digital banking features and cybersecurity awareness
- Relationship Management: Build and maintain strong relationships with customers to ensure customer satisfaction
- Follow up on customer feedback and grievances for resolution
Education
Bachelor of Commerce (B.com) -
Kolhan University
12.2015
Higher Secondary -
S.D.S.M SCHOOL FOR EXCELLENCE
Delhi12.2011
Senior Secondary -
S.D.S.M SCHOOL FOR EXCELLENCE
Delhi12.2009
Skills
Technical Competencies
Linux Server Administration, Linux File System, Linux Boot Process, User Administration, Group Administration, Installing and Upgrading Software Packages, Active Directory, Cloud Computing(AWS & Azure), Remote Desktop, Virtualization, Database Management, Serial Interface Troubleshooting, Kernel Panic, Backup and Data Restoration, Editing Text Files using VIM Editor, Monitoring Server Health, On-Call Support, Networking, PKI Certification, BBX Tool, Missing Reports Transmission, Crontab for Job Scheduling
Project Management Skills
Project Planning & Scheduling, Developing project timelines, deliverables, and milestones using tools like MS Project, Asana, or Trello, Risk Management, Identifying potential issues (eg, ticket backlogs, SLA breaches) and creating mitigation plans, Resource Allocation, Balancing workload among support staff, ensuring coverage during peak hours or outages, Process Improvement, Implementing SOPs, automation, or self-service portals to reduce ticket volume or improve resolution times
Communication & Leadership
Stakeholder Management, Acting as a bridge between IT teams, vendors, and non-technical departments, Managing expectations of senior leadership and end-users, Team Leadership, Leading and motivating a technical support team, conducting performance reviews, mentoring junior staff, Conflict Resolution, Handling escalations and resolving issues between staff or with customers diplomatically, Reporting & Documentation, Creating clear reports on KPIs, project status, ticket volumes, and SLAs
Soft Skills
Analytical Thinking, Analyzing support trends, root causes of incidents, and recommending changes, Adaptability, Quickly adjusting to changing technologies or user demands, Time Management, Prioritizing tasks in high-pressure environments with frequent interruptions
Projects Achievements
- Reduced ticket resolution time by implementing an innovation driven ticketing system.
- Managed a portfolio, optimizing costs and improving efficiency.
- Successfully led a migration project from on-premises infrastructure to cloud-based solutions.
Languages
- English
- Hindi
Disclaimer
I hereby declare all the above professional and personal details to be true to the best of my knowledge.
Digital Credentials
- AWS Certified Cloud Practitioner, 2025
- IBM Generative AI Sales, 2024
- Watsonx.ai Sales Foundation, 2024
- IBM watsonx.ai Technical Essentials, 2024
- IBM watsonx Essentials, 2024
- Interskill - AIX Systems Administrator - Fundamentals, 2023
- DevSecOps Essentials, 2023
- Interskill - DevOps Fundamentals, 2023
- Microsoft Certified: Azure Fundamentals, 2022
- IBM Cloud Essentials, 2018
Personal Information
- Father's Name: Mr. Kamlesh Singh
- Mother's Name: Mrs. Sheela Singh
- Blood Group: B+
- Date of Birth: 01/17/93
- Nationality: Indian
- Marital Status: Unmarried
- Religion: Hindu
Timeline
Portfolio Manager
IBM India Pvt Ltd.
09.2018 - Current
Finance and Accounts Analyst
Genpact India Pvt. Ltd.
12.2017 - 09.2018
Customer Service Officer
ICICI Bank Ltd.
06.2016 - 02.2017
Bachelor of Commerce (B.com) -
Kolhan University
Higher Secondary -
S.D.S.M SCHOOL FOR EXCELLENCE
Senior Secondary -
S.D.S.M SCHOOL FOR EXCELLENCE
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