Suresh S

With over 20 years of experience leading cross-functional teams and driving operational excellence, I am a dynamic and results-driven IT service professional. Expertise in ITIL-based service management, strategic planning, and delivering innovative solutions across various geographies and verticals. Consistently optimized IT operations, enhanced client satisfaction, and achieved key business objectives. Established decision-maker with a background in mentoring others to accomplish project milestones. Well-known for exemplary client relationship building prowess and recognized for strong leadership skills that drive efficiency and cost savings through continuous process improvements. Polished individual with the drive to proactively initiate positive change.

• EOP Engineer- SDM, Kyndryl, Edward, Sandwell, UK, 02/01/22, 02/01/25, Diagnose and troubleshoot technical issues, Install, configure, and maintain computer hardware, software, networks, and applications, Monitor performance and security of network systems, Respond to technical support calls, Communicate how to resolve issues, Support the roll-out of new applications, Keep a record of issues and solutions, Provide prompt and accurate feedback to customers, Follow up with clients to ensure their IT systems are fully functional, Prepare accurate and timely reports, Implement and manage McAfee Endpoint Security (ENS), Use McAfee ePolicy (ePO) for policy management and endpoint security.
• Subject Matter Expert (Windows, VMware), IBM India Pvt Ltd, Bangalore, BCT, 02/01/19, 01/31/22, Provided strategic oversight and technical expertise for enterprise-level Windows and VMware environments., Responsible for delivering core OS support for enterprise customers, primarily based out of ANZ., Managed day-to-day management and housekeeping tasks of the VMs including deployment, upgrades, troubleshooting, patching, etc., Addressed monitoring alerts for all critical infrastructure servers and took appropriate action.
• Senior Wintel Admin, IBM India Pvt Ltd, Bangalore, Experis, 08/01/13, 07/31/17, Administration of Windows 200xx, servers, domain servers and supporting applications in enterprise environment., Handling major incidents impacting the business., Troubleshooting hardware issues by coordinating with vendors.
• System Administrator, VLMS, 05/01/11, 07/31/13, Oversaw system and network administration for diverse client environments., Implemented robust security measures, reducing vulnerabilities by 40%.
• System and Network Administrator, Turya InfoTech, 07/01/08, 10/31/09, Managed and supported IT infrastructure, ensuring 99.9% uptime.
• Operator, CMS Computers Ltd, 12/01/03, 06/30/07, Handled day-to-day IT operations, ensuring seamless service delivery.

• Optimized Project Completion Time
  Initiated and implemented a project restructuring that accelerated delivery by 20%, leading to commendation from Pfizer Inc.
  Improve client satisfaction rates
  Improved client satisfaction rates by 15% through the adoption of new service delivery frameworks.
• Improved Customer Satisfaction: Elevated customer satisfaction scores by 95% through the implementation of customer feedback loops and service quality improvements.
• Successful Project Delivery: Managed and delivered [number] IT service projects within budget and ahead of schedule, ensuring seamless integration and minimal disruption.
• Efficiency Enhancements: Streamlined service delivery processes, resulting in a 20% reduction in service resolution time and a 95% increase in overall efficiency.
• Team Leadership: Led a high-performing team of [number] service delivery professionals, fostering a culture of continuous improvement and professional growth.
• Incident Management: Successfully managed and resolved 25 high-priority incidents, minimizing downtime and maintaining business continuity.
• Vendor Management: Negotiated and managed contracts with key vendors, achieving 15% cost reductions and ensuring timely delivery of services.
• Process Improvement: Developed and implemented new service delivery processes, which improved service reliability and reduced the number of repeat incidents by 30%.
• Customer Retention: Achieved a 15% increase in customer retention rates through proactive relationship management and exceptional service delivery.