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Software engineer/technology consultant ll - gm account - messaging and Collaboration. OS/2 novell NetWare windows.11. Windows nt, os/2, unix, linux, iseries ).
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Monthly sla reporting, reporting Central Ops daily dashboard. I consider myself as a right candidate for the post. I hereby declare that the information furnished above is true to the best of my knowledge. Deb Lasko, home: (248) 393-1544Cell: (248) 408-5917Orion, michigan 48359 m/in/deblasko, information technology professional, system Administrator; Design/development Analyst; User Services Specialist. Results-oriented professional with proven technical and leadership skills extending from end user trainingand support to development and implementation of production solutions in enterprise rengths include an ability to gather and evaluate business, operational and functional requirements andtranslate into technical specifications. Expertise in designing and implementing solutions that meet/exceedclient and end user expectation. Proven ability to:Identify, design, implement and support creative business solutions and technology solutions.
Facilitate between multiple teams and vendors in the creation of medium to large software solutions to meet / exceed users expectations and deliver projects on time and within budget. Builds excellent relationships and imparts technical knowledge to Operational and End User supportteams to provide best experience possible. Utilize and drive proven Information Technology Infrastructure library (itil) process based ChangeControl and Release management processes to implement quality solutions. Technical skills, network/Operating System: Windows Server, aix 5l, windows xp, vista and Windows 7,tcp/ip lan and wan resume technologies, Active directory. Hardware: ibm, dell, hp, vmware, applications: Microsoft Word, Excel, Access, outlook/Exchange, lotus Notes/Domino, symantec mailSecurity, mcAfee antivirus, Sharepoint, ws-ftp professional, Adobe Acrobat Professional. Professional experience, hewlett Packard/Electronic Data systems, pontiac, mi 11/ 2000, present.
Manage the communications with all stakeholders Escalate the issues beyond control at appropriate time ensure resolution at the earliest Identify training needs for the team ensure that trainings are carried out to meet the service requirements. Sla analytics : Target vs performance analysis, calculation of applicable rewards and Penalties, Trend analysis. Reporting of daily/weekly/Monthly sla trends to stakeholders. Co-coordinating sla audits : Providing Support data and sharing of Audit findings and initiating closure of non-conformance by agreed target time. Scheduling Month by-month audits, analysis of results/gaps. Work towards closure of Non-Compliances as per committed timelines.
Communication : Proactive communication and coordination with all Stakeholders/Team(s). Ensure slas are met and improved with nil penalty, and slm process compliance. Ensure release of timely reporting of Performance reports rcas. Ensure sla revision in-line with contract. Sl management process Adherence. Review and closure of sla audit observation / issues. Service level Management Process : review of sla performance reports, data reporting and Service rcas/ Missed rcas for sla breaches.
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Manage customer escalations and ensure expedite resolution of critical issues by planning and coordinating with appropriate revolver group. Schedule and organize meetings with the customer and management. Sla configuration in tools for book new ci along with tools team. Responsible for Process adherence write and quality of incident management. Preparing and sharing the trend report, sla achievements and Process adherence. Inter domain coordination for faster resolution of incidents. Manage the team and produce high quality work, continue to motivate team members to develop and improve skill levels. Reporting progress of the program at regular intervals to the stakeholders.
Allotted"s for Specific Databases mail files. Notes Client Up gradation. Holding primary responsibility for any escalation in messaging environment. Co-coordinating with various teams for project related activities. Job Responsibilities : Operational, deftly managing business operations Services while leading a 10 plus member team and serving as a single point of contact for Technical Helpdesk team. Managing quality and sla of all the calls. Handling Major Incident Management Process across 12 domains and 100 plus customers. Responsible for sharing daily weekly and monthly sla dashboards and reports. Responsible for delivery of the Incident Management and problem management process by ensuring all Incident activities are managed according to the agreed process and ensuring slas are met, quality checking Incidents, identifying issues proposal and start the recovery process.
provides L1 l2 support for Domino related issues. Performance tuning for domino servers. Working on all server related crashes, hang issues, memory and space issues. User account management on both Lotus notes (Creation, deletion, recertification, renaming). Keeping a check on disk space utilization.
Team Management including resourcing, recruitment, mentoring, training, development performance management. Qualification : ms in System Engineering bits, pilani, rajasthan, secured 74 First division. Bsc computer Science Sri Krishna Arts and Science college, coimbatore, tamil NaduSecured. Certification training : 190-847 ibm lotus Notes Domino 8 System Administration Fundamentals. Achievements : Got friend Productivity lean-Six Sigma Award for Pending Call Reduction Project. Got Spot Award in crisis for axis bankDedicated team. Got lean-Project Completion Certificate by head - productivity Office lean. Skills Set : Messaging Exchange l-1 scope stage - strategic Management.
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Summary : Perceptive experience of nearly.11 years in the areas of Operations Management, service delivery, team Management and it infrastructure management. Proficient at leading teams for running successful process pdf operations experience of developing procedures, service standards for business excellence. Proven track record of managing processes and streamlining workflow creating team work environment to enhance productivity innovatively. Deft in ensuring process surpasses achievement of delivery service quality norms for all valuable clients. High energy and self-motivated professional with the ability to make things happen, work under pressure and adhere to strict deadlines. Key deliverables : Senior Engineer (Messaging Exchange lotus Notes) it services including Delivery management Process Management. Relationship Management integrations Architecture, quality Assurance / Planning and implementation.