Sandeep Chinnapparaj
Hyderabad
Summary
Seeking a challenging project management position in the IT industry where I can utilize my skills in planning, execution, and team leadership to drive project success.
Results-driven project manager with a proven track record of successfully delivering complex IT projects. Seeking a challenging project management position in the IT industry where I can utilize my skills in planning, execution, and team leadership to drive project success. Experienced, motivated and results-oriented IT Professional with more than 15 years of proven achievements in information technology and systems management involving infrastructure management, resiliency, data warehouse management, process analysis, and project management. Adept at providing IT services and solutions as well as developing new processes through ongoing maintenance, defect resolution and enhancement solutions for various projects. Recognized for keen attention to detail, adherence to standards proficient in directing diverse teams across organizational and international boundaries to achieve and exceed business objectives. Accurately combine excellent technical and analytical qualifications with outstanding customer service skills and trained over 500 associates 15+ years of experience in IT Infrastructure Services with certified expertise in IT Service Management, Prince 2,Agile and Lean Six Sigma methodologies. Proven ability to execute in mission critical and customer-focused environments. Diverse experience in handling enterprise operations, including process delivery, application services, and underlying IT infrastructure services. Passionate about leveraging technology, data & analytics to deliver positive business outcomes. Dedicated and focused project management specialist with several years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Project Manager - Firewall Migration
TATA CONSULTANCY SERVICES Ltd.
10.2023 - Current
- Develop a comprehensive project plan outlining tasks, timelines, and resources required for the firewall migration
- Collaborate with stakeholders to gather requirements and define project goals and objectives
- Identify potential risks and challenges associated with the firewall migration
- Develop risk mitigation strategies and contingency plans to address potential issues
- Assemble and lead a cross-functional team, including network engineers, security experts, and IT specialists
- Establish clear and effective communication channels with stakeholders, team members, and other relevant parties
- Create and maintain comprehensive documentation, including project plans, technical specifications, and configuration details
- Implement quality assurance processes to validate that the firewall migration meets security and performance standards
- Conduct a post-implementation review to assess the success of the firewall migration
- Ensure that the firewall migration complies with relevant regulations and industry standards
- Address any issues or challenges that arise during the migration process promptly
- Provide ongoing support to resolve post-migration issues and ensure the stability of the new firewall environment.
Operations Lead/Project Management
TATA CONSULTANCY SERVICES Ltd.
01.2021 - 09.2023
- 4 years of experience in project management within the IT industry, delivering projects on time, within budget, and to client satisfaction
- Strong knowledge of project management methodologies, including Agile, Scrum, and Waterfall
- Proficient in project management tools such as JIRA, Trello, and Microsoft Project
- Excellent communication and interpersonal skills, able to effectively collaborate with cross-functional teams and stakeholders
- Solid analytical and problem-solving abilities, adept at identifying risks and implementing effective mitigation strategies
- Proven ability to manage multiple projects simultaneously while maintaining high-quality standards
- Maintain constant communication with management, staff, and vendors to ensure proper operations of the organization
- Develop, implement, and maintain quality assurance protocols
- Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization's internal capacity
- Actively pursue strategic and operational objectives
- Ensure operational activities remain on time and within a defined budget
- Track staffing requirements, hiring new employees as needed
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
- Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
- Partner with cross-functional support teams in improving the proprietary tools and systems
- Work closely with legal and safety departments to make sure activities remain compliant.
Quality, Service Improvement Lead
TATA CONSULTANCY SERVICES Ltd.
01.2011 - 01.2020
- Develop, modify, apply, and maintain IT Quality Standards & exceed client metrics
- Analyze performance trends to provide recommendations for improvement
- Oversee all aspects of quality assurance including call monitoring, ticket audit, evaluation, and calibration scoring
- Provide coaching, training, and development to agents
- Educate agents, supervisors, and managers on Quality Assurance process
- Track and identify recurring problems and service improvement opportunities
- Analyze quality and performance trends to provide recommendations for improvement
- Perform statistical analysis to assess the effectiveness of implemented continuous improvement processes and procedures
- Responsible for scheduling, facilitation, and documentation of regular continuous improvement meetings
- Collaborate effectively, coach, and provide feedback to the entire span of agents
- Generate team and overall SD performance reports, trends & dashboards
- Ability to analyze data & investigate root causes of non-compliances and assure that effective corrective actions are successfully implemented
- Exhibit good documentation skills
- Floor support and perform live monitoring when needed
- Reporting - Develop and provide Daily Team-based metrics, weekly and monthly reports to Senior Management on performance metrics, quality surveillances, Conduct Huddle, MOMs
- Exhibit flexibility and adaptability and have strong interpersonal and communication skills
- Flexible to support operations during peak call volumes and outages to achieve call-based SLA's
- Flexible to accept ad-hoc requests and deliver the same in a timely manner
- Knowledge of ITIL, Quality Standards, implementation, and practicality of the same
- Quality assurance management experience in a service desk environment and technologies; specifically, call monitoring and recording systems
- Train the associates on Soft skills, communication, and Quality parameters
- Timely refresher training by understanding the trend on the floor
- Involved in team huddles to share the best practices and to motivate the associates
- Includes evaluations to help the associates improve their multi-tasking skills
- To do root cause analysis to identify the core problem areas
- Help the agents to identify their skills and abilities
- Quality Analysis & calibration with the clients
- Also performed several service improvement plans to improve the performance at Service Desk
- Used analytical tools like speech analytics to analyze and interpret data and created action plans to improve the problem areas
- Excellent communication, verbal and written; as well as, interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner
- Ability to communicate and partner with other departments to identify and assist in the development of improved processes and procedures
- Knowledge of ITIL, ITSM methodologies, implementation, and practicality of the same
- Ability to communicate and partner with other departments to identify and assist in the development of improved processes and procedures.
Team Lead, Subject Matter Expert & Trainer
IBM India Pvt. Ltd
08.2007 - 12.2010
- Handled the team, as responsible leader for a pooled team and enhancing the team's performance
- Ensure Training is completed as per the schedule / timelines
- Timely updating of manuals and quizzes and module creation
- Ensuring new Hires to meet Quality and productivity
- Ensure 100% of the floor is covered on refreshers
- Maintaining strong compliance and business control posture with zero tolerance of violations on IBM Business Conduct Guidelines
- Maintain a satisfactory audit posture as evidenced by CHQ audits and Continuous Self Assessments
- Develop good working relationships and facilitate feedback from the Teams /Agents monitored
- Process in place to track closure of issues raised
- Monitoring the tickets in the queue and ensuring the tickets are being processed error-free within the deadline
- Gap between floor and training to be bridged fine & clear trainings undertaken
- Metric Reporting Analyst, Part of the data analysis team, involves in generating, preparing, and analyzing the following reports productivity reports, hourly queue status, volume spike, metrics, performance report, SLA- SLO Run rate report, etc
- Handled the team, as responsible leader for a pooled team and enhancing the team's performance.
Executive Customer Service
24/7 Customer
06.2006 - 08.2007
- Providing customer support in busy call center environments for public utility and insurance industry employers
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues, and win customer loyalty
- Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
Security Deployment Lead/Project Management Office
TATA CONSULTANCY SERVICES Ltd.
- Physical & Virtual access reconciliation
- USB/Patch / NON SOE Software's/ AV Report reconciliation
- Access Control Reports
- Security Control Tracker
- Security Compliance offshore & onsite
- BMS report
- Patch updates UAT
- Security Awareness session & Spot Checks
- Recruitment-Drive Captain
- Project Allocation
- Drove Compliance.
Education
B.Tech in Information Technology -
C.V.R College of Engineering
01.2006
Intermediate -
St. Mary’s Junior College
01.2002
SSC -
St. Patrick’s High School
01.2000
Skills
- Project Planning
- Data Analysis
- Project Management
- Technical Support
- Work flow planningDocument Management
- Risk Management
- Productivity Improvement
- Root Cause Analysis
- Workforce training
- Requirements Gathering
- Schedule Management
- Project scope analysis
- Multi-unit operations management
- Client rapport
- Performance Improvements
- Performance Evaluations
- Forecasting
- Processes and procedures
- Cross-Functional Collaboration
- Staff training and motivation
- Business Analysis
- Staff training and mentoring
- Coaching and Mentoring
- Data review
- Project Scheduling
- Quality assurance and control
- Mail Clients
- Microsoft Suite
- Active Directory
- Impact 360 with Speech Analytics
- Networking Basics
- Tivoli Problem Management
- Service Now
- Remedy
- HP Service Manager
Certification
- ITIL V3 Foundation 2012
- Safe Agilist 2022
- ITIL Intermediate-All Life Cycle Modules 2017
- PRINCE2 Foundation 2017
- Digital : Data Analytics Foundation
- Digital : Cloud Computing (General)_Foundation
Accomplishments
- Awarded the Service Excellence award for the unit
- Received several top performance awards
- Achieved multiple awards, accolades, and recognitions for outstanding performance and cost-efficient strategies, consistently meeting service level agreements.
Coursescompleted
- Statistical Process Control (SPC)
- Process : Agile Delivery Exposure
- Digital : Data Analytics
- Process : Lean Six Sigma - DMAIC Methodology
- Integrated Quality Management System for IT IS
- Six Sigma DMAIC: Analyzing the Data
Hobbies and Interests
- Reading books
- Social service
- Astronomy
Disclaimer
I hereby declare that the details furnished above are true and correct to the best of my knowledge and belief
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Elementary (A2)
A2
Tamil
Beginner
A1
Timeline
Project Manager - Firewall Migration
TATA CONSULTANCY SERVICES Ltd.
10.2023 - Current
Operations Lead/Project Management
TATA CONSULTANCY SERVICES Ltd.
01.2021 - 09.2023
Quality, Service Improvement Lead
TATA CONSULTANCY SERVICES Ltd.
01.2011 - 01.2020
Team Lead, Subject Matter Expert & Trainer
IBM India Pvt. Ltd
08.2007 - 12.2010
Executive Customer Service
24/7 Customer
06.2006 - 08.2007
Security Deployment Lead/Project Management Office
TATA CONSULTANCY SERVICES Ltd.
B.Tech in Information Technology -
C.V.R College of Engineering
Intermediate -
St. Mary’s Junior College
SSC -
St. Patrick’s High School
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