SRIKANTH R
Bangalore
Summary
Dynamic and results-driven Area Service Manager with 10+ years of experience in IT Service Delivery, Client Relationship Management, End-User Computing, AV/VC Support, and Large Team Leadership across multiple industries and enterprise environments. Proven expertise managing 138+ active clients, driving operational excellence, optimizing processes, and delivering high customer satisfaction. Skilled in escalation management, ITSM processes, asset lifecycle management, onboarding/offboarding, and managing critical events. Adept at leading diverse technical teams, coordinating with global IT groups, and ensuring SLA-driven service delivery. Result-orientated project team leader with 5 years of experience covering project and product management including developing, implementing and supporting complex infrastructures for fast growing startups. A fast and eager learner, I am detail oriented and adapt to changing project requirements quickly to meet business goal.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Area Service Manager
CJLP
12.2024 - Current
- Managing a portfolio of 138+ clients, including major enterprises across IT, finance, manufacturing, education, and retail.
- Leading service delivery operations with strict adherence to SLAS & quality metrics.
- Managing client escalations, audits, and quarterly review meetings.
- Driving operational excellence through process improvements and KPI monitoring.
- Preparing service performance reports, dashboards, and analytics for leadership.
- Mentoring and guiding service teams on performance, customer handling, and technical skills.
- Managing service transitions, AMC coordination, and IT operations governance.
- Key Clients Managed (Selected): Infosys, TCS, Wipro, deloitte Herbalife, Ola Electric, Quess Corp, Mirafra, Gnani Innovations, ARTIFICIAL HEALTH TECH, ADECCO, Infinite Computer Solutions, ASSETZ, Better Place, Capital Business Systems, Smartpaddle, Sami-Sabinsa, IOPEX, Manas Merchandise, Marble Centre, Azets, Stumpp Schuele, Teleindia Networks, CADD Centre, Flatworld Solutions, Many others.
- Implemented data-driven decision-making processes to analyze technician productivity and optimize work schedules.
- Collaborated with sales teams to identify new opportunities for service contracts and revenue growth.
- Managed budgets, ensuring cost-effective allocation of resources and expense control.
- Improved customer satisfaction by addressing and resolving service issues in a timely manner.
Projects Manager
Progressive Infotech
06.2022 - 09.2024
- Oversee the resolution of hardware, software, and application issues escalated from Level 1 and Level 2 engineers.
- Ensure compliance with patch management, software upgrades, and application installations.
- Lead the operation of the IT Lounge, ensuring a welcoming and efficient support experience.
- Manage end-user onboarding and offboarding, ensuring all equipment and software access is handled efficiently.
- Lead the health check process for AV equipment in conference rooms.
- Manage and coordinate key events, including pre-event checks, logistics, and real-time monitoring.
Projects Team Lead
Value Point Pvt Ltd
09.2019 - 12.2021
- Collaborating with TCS employees working with team (MANIPAL HOSPITAL CLIENT).
- Managed a team of 64 System Engineers responsible for building, deployment, recovery and new technology installs for PAN INDIA (MANIPAL HOSPITAL).
- Service desk function as single point of contact for all IT related incidents.
- Incident logging for the cases received on phone, e-mail and walk-in in MHEPL provided ITSM tool.
- Monitor service desk tool for open incidents.
- Follow up with field support team towards incidents status and manage internal/external notification as per the defined policies.
- Tracking cases until they are resolved.
- Update incident status to users.
- Communicate scheduled/unscheduled system outage to users.
- Vendor co-ordination and escalation with the help of MHEPL IT Head.
- Generate daily, weekly and monthly report to the relevant authorities as per the reporting schedule and structure.
- Take the user feedback periodically.
- Call closure post confirmation from users.
- Carrying out escalations as per the matrix.
- Initiating and assigning change request to change manager.
- Online telephonic support to user on generic problems.
- Remotely log the user systems and carry out the first level of diagnostics using the ITSM tool provided by MHEPL.
- Developed and implemented policies and procedures for daily activities, interdepartmental activities and asset management system.
- Identified staff training needs for ongoing infrastructure changes; including development of test environment for Factory changes to production.
- Implemented formal reporting structure to improve daily activity detail and providing Forecasting Trends for management.
- Developed relationship with Customers, expanding business opportunities and daily communications of services provided; including client follow-up with service surveys on feedback to improve on-boarding process.
- Maintaining the attendance engineers Roaster Plan and Weekly Payables first Level DTP and NETWORK Trouble shooting - Remote.
- Application support.
- Coordination with vendors for Hardware, Application and Network Issues Assigning the tickets in tool.
- Attend the call & Manage escalation.
- Provided remote support to field techs and clients.
- Installed, configured, and maintained the functionality of company desktop and laptop systems, together with the peripheral appendages and software.
- Kept in constant contact with vendors, to resolve problems as quickly and efficiently as possible.
- Provided computer system support for both staff and customers.
- Ran regular checks, tests, and tracking procedures to prevent or identify problems.
- Instructed employees how to prolong functionality by proper use Perform routine maintenance, such as of user accounts.
- Installed or advised installation of upgrades to prevent malfunctioning.
- Handling Big Fix Server for Client deployment and deploying monthly Security Patches.
- Handling Symantec Server, Taking Weekly Backup and daily monitoring Out of date systems.
- Handling PAM Server, Creation of users, Providing access to User.
Technical Support Engineer
Intelenet Global Services
09.2017 - 01.2019
- Handling PAN India sites Technical Supporting Remotely.
- Understanding complete domain structure.
- Knowledge Transfer documentation.
- Active Directory restructure.
- Antivirus administration.
- Adding Client Computers to the Domain Network.
- Trouble shooting of User ID account lockout issues.
- Creating the OU and group in AD also adding user in the group.
- Installation troubleshooting of all basic software's and Antivirus.
- Symantec console Antivirus Console Management.
- Resolving computer problems for network clients in person, via telephone, e-mail.
- Up gradation of the server internal components.
- New server RAID configuration, OS installation e configuration.
- Identify, trouble shoot, and analyze computer related issues.
- Determine appropriate course of action, and conduct repairs, modification, and upgrade internal components, Laptops, and peripherals as needed.
- Ability to work for all shifts and updating about shift Hand over/take over.
- Support through remote Desktop using Dam ware tool and phone.
- Handling manpower on site.
- Areas of Experts: Installation and troubleshooting of Windows Server 2003/2008/2012/2016 servers.
- Managing and maintaining active directory objects and attributes.
- Installation and troubleshooting the Hardware components.
- Symantec Endpoint Protection 14.2 Server Managing & Maintenance.
- Monthly security patches updating to the clients & Servers through WSUS Server.
- Creating Disable Users Accounts and different groups in AD.
- Trouble shooting of User ID account lockout issues.
- Managing, maintaining and troubleshooting of DNS and DHCP.
- Check every day for all Critical Servers application and system logs.
- Providing ticket based Remote Support for end users.
- Working on the Ticketing tools like Service now, Remedy etc.
- Coordination with external vendors (DELL, HP, Symantec, EMC, Microsoft etc.) for the hardware, OS and application related issues.
- Ability to work collaboratively within a team of other windows systems administrators to support deadlines, ability to work independently as well.
- Good team player.
Team Leader
Team computers Pvt ltd
08.2014 - 08.2017
- Takenaka India Pvt Ltd (Supporting International Users) and Centrum Direct Ltd (client).
- Using with CORE ticketing tool for attending the user queries.
- Developed and implemented policies and procedures for daily activities, interdepartmental activities and asset management system.
- Creating the user ID in Active directory.
- Identified staff training needs for ongoing infrastructure changes; including development of test environment for Factory changes to production.
- Implemented formal reporting structure to improve daily activity detail and providing Forecasting Trends for management.
- Developed relationship with Customers, expanding business opportunities and daily communications of services provided; including client follow-up with service surveys on feedback to improve on-boarding process.
- Maintaining the attendance of engineers Roaster Plan and Weekly off Payables first Level DTP and NETWORK Trouble shooting - Remote.
- Application Support.
- Coordination with vendors for Hardware, Application and Network issues.
- Assigning the tickets in tool.
- Attend the call & Manage escalation.
- Provided remote support to field techs and clients.
- Worked in conjunction with the team members to achieve the overall team target.
- Installing/Updating the AUTO & REVIT client package of both LT and Full version all series.
Desktop Support Engineer
Secure Plus Solutions
01.2014 - 08.2014
- Using with CORE ticketing tool for attending the user queries.
- Maintenance MS Outlook configuration and technical troubleshooting problems.
- Support through remote Desktop using Dam ware tool and phone.
- Handling the File server for folder NTFS access.
- Creating Disable Users Accounts and different groups in AD.
- Support with user after resolution of their cases.
- Provide data security by using antivirus and updating daily patches of antivirus.
- Resolving computer problems for network clients in person, via telephone, e-mail.
- Good corporate customers facing skills.
- Citrix client installation configuration and troubleshooting.
- Areas of Experts: Creating the User ID in Active directory.
- Trouble shooting of User ID account lockout issues.
- Creating the OU and group in AD also adding user in the group.
- Installing the 2003,2008 server operation systems.
- Security patches installing through WSUS.
- Adding Client Computers to the Domain Network.
- Resolving outlook issue like PST creation/Mapping and scan/Profile creation.
- Installation troubleshooting of all basic software's and Antivirus.
- Symantec console Antivirus Console Management.
- Handling manpower on site.
- Worked in conjunction with the team members to achieve the overall team target.
- Installing/Updating the AV client package from the AV console.
- Up gradation of the server internal components.
- Ability to work for all shifts and updating about shift Hand over/take over.
- Obedience to SLA's Improvements to call response/resolution.
- Reducing in the number of problems being escalated to higher levels through improved skills and processes.
- Re-imaging the laptops and desktops and installing the basic software's and antivirus.
Education
Bachelor of Engineering - Telecommunication Engineering
University of MS Ramahal
BangaloreSkills
- Service Delivery Management
- Client Relationship Management
- Team Leadership & Training
- Incident Management
- Problem Management
- Change Management
- IT Asset Inventory Control
- AV/Conference Room Support
- ITIL
- ITSM
- Ticketing Tools
Accomplishments
- Projects handling
- Re-organized something to make it work better. Identified a problem and solved it.
- Come up with a new idea that improved things. Developed or implemented new procedures or systems.
- Worked on special projects. Received awards.
- Been complimented by your supervisor or co-worker
- Exceeded throughput target by 90%
- Cutting loading time & fixing key security issues Wolf Industries by moving key remote workers successfully online at scale. Managed workflow to continuously create content for remote learning
- VVIP and internal national users technical support.
- Providing Technical Assistance. Diagnosing & Resolving. Prioritizing & Managing multiple requests at once. Escalate unresolved issues to the appropriate team
- Business Generation
- Discovered new clients, negotiated over price of partnership and product deals with key customers based on insights gathered in product development phase
Project
Control area network, 12 months, Final year diploma academic project Tele-health monitoring system, 8 months, Final year BE Academic Project
Certification
Basic Project Management certified
Languages
Kannada
Hindi
English
Telugu
Timeline
Area Service Manager
CJLP
12.2024 - Current
Projects Manager
Progressive Infotech
06.2022 - 09.2024
Projects Team Lead
Value Point Pvt Ltd
09.2019 - 12.2021
Technical Support Engineer
Intelenet Global Services
09.2017 - 01.2019
Team Leader
Team computers Pvt ltd
08.2014 - 08.2017
Desktop Support Engineer
Secure Plus Solutions
01.2014 - 08.2014
Bachelor of Engineering - Telecommunication Engineering
University of MS Ramahal
Proud Of
- Completing a challenging project or task successfully.
- Overcoming a personal obstacle or adversity.
- Achieving professional recognition or awards.
- Making a positive impact on others' lives through volunteer work or community service.
Job Title
Area Service Manager
Personal Information
- Title: Area Service Manager
- Marital Status: Single
Personal data processing
I hereby declare that all the details furnished above are true to the best of my knowledge and belief.