PRASHANTH KUMAR S

• Responsible for account management which includes resource, people, profit & loss, hiring, talent development, etc.
• Coordinate with BRM’s, Client Partners, Senior consultants for acquiring and growing the business to the Organization
• Determine and develop SOW, Project goals and schedules
• Act as a transition manager and ensure all the timelines are achieved
• Lead a team of 100+ associates to deliver the service as per agreed SLAs
• Review, monitor daily performance of the associates to increase efficiency and productivity
• Review daily operations to ensure there are no deviations in the process
• Generate Daily/Weekly/Monthly operational reports for customer reviews and audits.
• Provide in detailed analysis on the performance trends, SLA's, KPI's on daily basis to both customer and internal management.
• Identify areas of opportunities for automation which could be implemented in process/tools and technology
• Develop and drive Service improvement plans to meet performance goals
• Participate in customer calls on daily basis to analyse and identify the improvement plans.
• First point of contact for any escalations and ensure they are addressed in timely manner
• Coach, reinforce and manage operational standards, procedures, and policies
• Work with SME’s, leads to ensure effective execution of services

• Create/Customize/Visualize/monitor daily, weekly, monthly operational reports using Business Objects, Service now and Tableau for customer audits.
• Applied knowledge of data modelling and statistical analysis to note trends and draw conclusions.
• Gather requirements from stakeholders on data interpretation/analysis/improvement.
• Provide in detailed analysis on the performance trends, SLA's, KPI's on daily basis to both customer and internal management.
• Continuous monitoring of operations to ensure there are no deviations in the process.

• Handle all functionality for Polycom (VOIP), Interaction Client, Interaction Administrator, WebEx, Sonexis, ICBM and other client specific applications.
• Research on new technical issues towards a probable resolution, testing, implementation.
• Troubleshooting the issues related to Windows and Linux servers.
• Perform Backup and collect Logs on Windows and Linux servers.
• Provide support on weekends and odd hours to ensure little to no disruption of local and operational systems during scheduled maintenance and outages Monitoring server maintenance and run sanity checks for the same.
• Handling incidents on issues with Internal Employee Desk phones, Conferencing accounts, Mobile services, Active Directory, Juniper-VPN, Internet connectivity, Desktop, SCCM, Operating systems, Office-2016. Support on VPN clients like Juniper Network, Cisco, Junos Pulse.

• Support on Mobile Devices like Android, and Apple, Samsung Devices.
• Troubleshooting Laptops, Desktops, Printers. Office/Outlook 2007 and 2010 (Outlook Profile Creation, Synchronization and Conflicts).
• Handling incidents on issues with Internal Employee Desk phones, Conferencing accounts, Mobile services, Active Directory, Juniper-VPN, Internet connectivity, Desktop, SCCM, Operating systems, Office-2016.
• Support on VPN clients like Juniper Network, Cisco, Junos Pulse.