Gurusamy Manoharan

Leading 4 Digital Transformation projects (combined €10M budget) for a Global Mobility provider covering Service Design, Tools & Integration, CYS Risk Mitigation & Automation Delivered 5 strategic projects with 100% on-time & on-budget success by applying Agile and hybrid methodologies for precise planning, financial control & resource optimization Directing cross-border teams, leading 50 consultants and external stakeholders while fostering team alignment to ensure zero conflict and high-velocity

• Managing Incident, Problem, Change, Release, Service Request, Event & Knowledge Management process end to end. • Coordinating with support/operations teams to ensure respective SLA’s and KPI’s target achieved which is agreed with the customer. • Being active participant in major/critical incident bridge call/discussion to ensure services are restored as quickly as possible to ensure minimal impact to the business.

• Manages the process to restore normal service operation as quickly as possible to minimize the impact to the business operations. • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process and the team. • Responsible for the daily activities of the team members and contribute in their metrics improvement by having a one on one session frequently. • Responsible for communicating with the Incident Process owner.

• Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed. • Documented and tracked all received requests in incident management system. • Provided technical support for corporate users to include setting up computers, passwords, rights, and responsibilities using Active Directory (Computers and Users).

• Provide 1st and 2nd level support for all System related issues based on alerts that auto triggers Incidents. • Handled issues based on routers and switches, have in-depth knowledge in networking, Ip configuration. • Handled incidents\ tickets created by users experiencing server\ pc issues. • Identify the root cause of issues and resolve\ re-route incidents respectively. • Engage other support functions to achieve a collaborative resolution.

• Providing hardware, software and network connectivity issues support for end users. • Providing level 1 remote desktop support and perform other activities based on SLA. • Troubleshooting desktops and laptops. • Handling both incident management and service request tickets. • Handled windows 7 deployment project through MS SCCM Server 2012. • Managing user accounts and computers in AD MS windows server 2003 and MS SCCM server 2012

• Preparing power point personation regarding company product and services and then presenting to global customers during business meet and visit. • Providing technical support also like installing windows XP, 7 and 8 operating systems and troubleshooting the same. • Installing Microsoft office 2003 and 2007 packages and troubleshooting the same. • Installing and troubleshooting desktops, printers and scanners. • Customize desktop hardware to meet customer’s specifications and site standards.

Studied computer science engineering as full time course for 4 years which includes real time project.