Application Packaging - InstallShield Admin Studio, Wise for Windows Installer, Wise Package Studio, Application Virtualization
Revathi Jeyaraman
Service Delivery Manager
Coimbatore
Summary
Poised service delivery manager with background hiring, training and developing team members while driving customer satisfaction. Diverse talents in operations management, customer relationship building, resource management and daily work planning. Focused on boosting employee performance for top-quality customer experiences.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Regional Service Manager
Aberdeen Standard Investments – IT support
Coimbatore
11.2021 - Current
- Directed and managed team of 10 service technicians in regional capacity.
- Managed Remote Desktop support, Deskside Support, IT service Desk, Citrix support, Messaging Support, Server compute, IP Telephony support on day to day operations.
- Managed Remote site support (Dispatched sites) by coordinating with vendors .
- Project Management activities like Sever commissioning, decommissioning, Nutanix memory/ CPU upgrades, Windows 10 Autopilot / PXE boot Build setup with AOVPN setup .
- Managed Assets of all Sites by Maintaining inventory and CMDB.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Led regional service team meetings to facilitate communication and collaboration.
- Implemented and enforced regional service quality assurance processes.
- Analyzed regional service trends and performance metrics to inform strategic decisions.
- Coordinated with regional service teams to resolve customer service issues.
- Coordinated regional service technician training and development.
- Implemented process and cost-saving initiatives to enhance operational efficiencies.
- Planned and implemented strategies for improving customer service and satisfaction across region.
- Established and maintained relationships with regional customers, vendors and contractors.
- Monitored regional service operations to confirm compliance with industry standards.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Handled Escalation Calls.
- Risk Management.
- Coordinated with problem management team for analysis on known errors and recurring events that would be deemed as problem.
Major Incident Manager
The Automobiles Association
Coimbatore
01.2021 - 11.2021
- Coordinated bridge call for critical incidents involving all required teams and stake holders.
- Followed ITIL procedure for effective quality delivery and ensure restoration of service as per agreed SLA.
- Sent communications / notifications to end users about critical incident, impact and workaround.
- Conducted post-resolution reviews with team members.
- Analyzed backlogs and shared final report to resolver team leads and work with them to ensure closure.
- Provided immediate emergency response and incident management.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Contribute to Continual Service Improvement by sharing feedback and innovative ideas on processes, documentation, and tooling.
- Work in collaboration with problem management team for analysis on known errors and recurring events that would be deemed as problem.
- Created knowledge base articles and templates.
SMO Lead
Regus IWG
Coimbatore
06.2020 - 01.2021
- Delivered services to customer locations within specific timeframes.
- Monitored Service Desk Operations and escalated tickets to ensure clients problems are handled at earliest.
- Presented Service Desk Operations management (Breach Analysis report, Agent score cards, DSAT & PMR) and Monthly Service review reports to clients.
- Contributed in FLR to project by checking if tickets are closed correctly.
- Created knowledge articles and templates.
- Provided regular training to keep Help Desk staff updated in technology.
- Performed quality evaluations of Help Desk services and design programs for continuous service improvement.
- Sent Daily Dashboard to customer with ticket trends
- Monthly Service Review presentations, Project Management review presentations.
- Delegated tasks to team members and empower them to take on new challenges, provide timely feedback and conduct annual performance reviews that focuses on their growth and development.
- Proved successful working within tight deadlines and fast-paced environment
- Gained extensive knowledge in data entry, analysis and reporting
Delivery Excellence Enabler
Cognizant Technology Solutions
Coimbatore
10.2017 - 06.2020
- Responsible for running statistical analysis on various metrics ongoing basis.
- Demonstrated strong organizational and time management skills while managing multiple projects. Handled projects like Asian Paints, COTY Inc, AG Insurance, Connecticare (Transition Project), Medidata, Emblem Health.
- Aligned new or changed service with Transition and Delivery Excellence (Quality) Framework. Help delivery to adapt and adhere to Delivery Excellence (Quality) framework.
- Process Deployment during lifecycle of an engagement by facilitating in design/development of ITSM process & strong Floor Management controls in line with Service Management standards as per QMS.
- Conducted periodical process health check assessments and floor management assessments and risk assessment across Service Desk, Infrastructure towers and Application Support to measure effectiveness of controls.
- Facilitated Delivery teams to adhere to rigorous Risk Management framework, CII framework, Customer Satisfaction Survey and Escalation Management framework.
- Coach, drive and monitor ISO 20000 Compliance, relevant internal quality assessments .Acted as facilitator of audits.
- Guided and assisted Delivery teams in closing non-conformities from External and Internal Quality audits\ assessments.
- Involved in Lean & Automation activities for delivery teams along with Lean coaches.
- Enabled delivery teams to achieve their CII targets.
Team Leader
Optum - United Health Group
Coimbatore
07.2014 - 09.2017
- Acquired application knowledge from leaving vendor.
- Resolved user logs and remedy batch failures.
- Analyzed and fixed production issues within stipulated time (SEV 1, 2, 3 & 4).
- Analyzed applications, created ETL Maps using SSIS, and modified them based on need.
- Analyzed applications, created ETL Maps using SSIS, and modified them based on need.
- Discussed with client to finalize ETL requirements.
- Designed ETL processes using SSIS to extract data from flat files to SQL Server and SQL server to Flat file, Excel doc.
- Identified source systems connectivity, related tables and fields and ensure data suitably for mapping.
- Used SSIS tasks namely Dataflow, Data sources, Derived Column, Conditional Split, Union All, Sort, Pivot, Aggregate and Precedence Constraints
- Involved in Incident management, Problem Management and Change Management.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
Technical Lead
Cognizant Technology Solutions
Coimbatore
06.2012 - 07.2014
- Handled Projects like Centrica App-V, Southern California Edison, Merck.
- Assigned applications to team members, helped them to troubleshoot with their applications.
- Performed QC, tested functionality of applications using client builds and upload applications to client side environment, performing deployment testing
- Interacted with clients on regular basis to keep them updated about status of applications.
- Sent daily reports to clients, mentored team members.
- Evaluated and adopted new technologies to address changing industry needs.
- Investigated system issues and implemented resolutions to reduce downtime.
- Improved systems with addition of new features and infrastructure.
- Automated monitoring and security measures to reduce required employee attention.
Tehcnical Lead
Mindtree PVT Ltd
Bangalore
06.2011 - 06.2012
- Coordinated with clients to keep them updated on status of applications.
- Taking time and quality as top priority delivered applications that would ultimately meet client’s requirement.
- Undergone training in Application virtualization and sequenced applications.
- Performed application testing for assuring adherence to standards of customer.
- Trained team members with different standards and processes followed by customer.
- Assigned applications to team members, helped them to troubleshoot with their applications.
- Worked as shared resource.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
Senior Software Engineer
Credit-Suisse (On Deputation from HP)
Singapore
04.2007 - 05.2011
- Prioritized, performed technical review, and created applications as per client’s requirement.
- Taking time and quality as top priority delivered applications that would ultimately meet client’s requirement.
- Perform application testing for assuring adherence to standards of customer.
- Created applications for CITRIX deployment.
- Delivered more than 700 applications.
- Worked with project managers, developers, quality assurance and customers to resolve technical issues.
- Trained and mentored junior developers and engineers, teaching skills in Application Packaging and Virtualization. and working to improve overall team performance.
Education
MBA - Information Technology
Bharathiyar University
Coimbatore 06.2010 - 06.2012
Bachelor of Engineering - Computer Science
K.S.Rangasamy College Of Technology
Tiruchengode 05.2000 - 05.2004
Skills
Good understanding of ITIL framework
undefinedSoftware
Software Distribution Tools - RegMon, FileMon, Picture Taker, Install Rite, Process Monitor, Microsoft Business Intelligence (MSBI- SSMS, SSIS, SQL SSRS), ETL Tool (IBM Infosphere Datastage)
Ticketing - ServiceNow
Database - SQL Server 2000, 2005, 2008, 2012 (BIDS)
Certification
ITIL V3
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Regional Service Manager
Aberdeen Standard Investments – IT support
11.2021 - Current
Major Incident Manager
The Automobiles Association
01.2021 - 11.2021
SMO Lead
Regus IWG
06.2020 - 01.2021
Delivery Excellence Enabler
Cognizant Technology Solutions
10.2017 - 06.2020
Team Leader
Optum - United Health Group
07.2014 - 09.2017
Technical Lead
Cognizant Technology Solutions
06.2012 - 07.2014
Tehcnical Lead
Mindtree PVT Ltd
06.2011 - 06.2012
MBA - Information Technology
Bharathiyar University
06.2010 - 06.2012
Senior Software Engineer
Credit-Suisse (On Deputation from HP)
04.2007 - 05.2011
Bachelor of Engineering - Computer Science
K.S.Rangasamy College Of Technology
05.2000 - 05.2004
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