Richard Pereira

• Built highly-efficient team of 25+ members including Delivery managers, Team Leads, Engineers, engaged in all aspects like recruitment, onboarding, knowledge transfer planning and go-live.
• Enhanced client satisfaction by providing timely support and resolving issues effectively.
• Served as primary point of contact for clients, addressing concerns promptly and professionally.
• Facilitated effective communication between internal teams and external partners to ensure seamless coordination during project execution phases.
• Cost control initiatives by driving automations in operational activities achieving efficiency and reduced time to deliver services.
• Engaging with client to understand roadmap to map operational plans to meet demand
• Exploring possibilities of new engagement with customers via positive customer interactions
• Managed diverse team of professionals, ensuring high-quality service delivery for all projects.
• Negotiated contracts with vendors to secure competitive pricing while maintaining quality standards in service delivery.
• Analyzed performance metrics to identify areas for improvement and implement corrective actions.

• Managing the Microsoft-365 service domains includes Power Platform, Share-Point, MSTEAMS, One Drive & End User Computing
• Managing Global Change management forum for MS-365 services tracking implementation of new technologies
• Implemented governance and framework mechanism for release of Power Platform to organization
• New Tools and Services evaluation and adding to future roadmap for budgeting and management approval
• Managing Licensing Management, Sourcing, Project and Change management & End user request handling which includes the Power Platform
• Managing team for Migration activities to SharePoint Online from legacy SharePoint platforms like 2007/2010/2016
• Analyzing and evaluating impact of changes and managing communication management with all stakeholders
• Reporting progress, updates, and future roadmap of M365 services to all levels in organization
• Budget management and reporting for Resource utilization
• Contract management.
• Managed technology projects from conception to completion, ensuring timely delivery and stakeholder satisfaction.
• Created customized technology solutions tailored to unique needs of various departments within organization.
• Supported company growth initiatives by scaling up IT infrastructure to meet increasing demands on resources.
• Evaluated emerging technologies for potential adoption in organization, making strategic recommendations.
• Increased end-user satisfaction by establishing responsive help desk support services for hardware and software issues.
• Enhanced communication among departments by developing internal communication tools and platforms.
• Managed implementation of new technological improvements resulting in increased efficiency.

• Developed high-performing team of 2 Architects and 4 SSME through effective hiring, training, and performance management to handle services for 30K+ employees using M365 technology platform
• Managed life cycle replacement of hardware and software including 500+ collaboration rooms
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Communicated regularly with customers concerning data exchange and technology integration.
• Assessed business requirements to create focused solutions.
• Collaborated with stakeholders to transform client requirements into turnkey solutions.
• Managed implementation of new technological improvements resulting in increased efficiency.

• Managed a team of 5 engineers for voice and collaboration services management across APAC & India offices
• Established helpdesk for mobile services management as one stop shop to assist traveler with SIM cards and configurations needed, handling volume of 500+ request per month
• Responsible for Avaya Voice platform management managing voice services for 10000+ employees across APAC & India offices
• Responsible for managing contact center which was primary point of contact method to reach IT service desk having 150 agents
• Responsible for Polycom Conferencing equipment management in India and APAC Sites
• Responsible for management of vendors in India and APAC region providing services for Voice and Collaboration
• Established new collaboration spaces in several offices across APAC region by establishing standards, later adopted by global offices

Managed team of 5 engineers for voice and collaboration services management across APAC & India offices
Responsible for Avaya Voice platform management managing voice services for 10000+ employees across APAC & India offices
Responsible for managing contact center which was primary point of contact method to reach IT service desk having 150 agents
Responsible for Polycom Conferencing equipment management in India and APAC Sites
Responsible for management of vendors in India and APAC region providing services for Voice and Collaboration
Established new collaboration spaces in several offices across APAC region by establishing standards, later adopted by global offices

• Working with the tech lead on the Nortel PBX system handling the digital and IP phones in the organization to provide voice services for the internal organization
• Troubleshooting daily issues with the voice infra and providing appropriate resolutions
• Coordination for end to end solution with the Service providers to maintain proper uptime of services
• Worked on migration and growth projects while new floors were commissioned to ensure voice services availability
• ISDN lines integration into Video conference equipment

• Workstation / PC Support administrator responsible for preparation of end user computers for new joiners
• Supported high growth environment where 50 to 100 joiner each week
• Setup training environments for different needs of Learning services department for specific batches
• Supporting migration and support to new offices for a high growth environment

• Worked as Resident Engineer at CMS computers placed at Cognizant Technologies Pune customer site to manage IT services
• Working for desktop engineer to fix desktop related issues
• Troubleshooting issues with end user computers
• Troubleshooting issues with end user applications
• Learnt server side administration on Windows NT server technology