Sabari Rajan Nagarajan

Appointed as Transition manager on Mar´20 for US based retail Customer. Responsible for Transition planning, resource onboarding, smooth transition handoff, and Service delivery sign-off. Have successfully completed the transition for EUC, Service Desk, Command Center, NOC, Store monitoring & Service Management Towers and was deputed as Service Delivery Manager for the same account in Nearshore Mexico on Jul´20. Established every aspect of the project right from Resourcing, Contacts analysis, FTE requirements, SLA defining, Revenue analysis, New project Transition planning, Transition execution, Quality gates, Stabilization, SLA execution, Team management, project management, forecasting, Planning & Deploying automations to reduce manual effort and Customer excellence. Was able to increase the margin of the project and customer excellence with good Customer scoring.

Responsible for Daily operations and meeting customer requirements for Service Desk, EUC, Command center, Database, NOC & Nexthink Team. Day to day activities involves, addressing operational requirements and meeting Service Levels, reporting Service Levels and team´s performance to Customer VP.

Was appointed as Service Desk Team Lead at India for a UK based BFSI customer. Was responsible for SLA Management, Quality management, Team management, Project managements, Daily and weekly Reporting requirements, customer engagement, and customer excellence. Was able to establish a team for customers right from resource identification to SLA Excellence.

Joined TCS as Senior Service Desk Member and was onboarded to a Telecom Customer Service Desk as a Team member. Was responsible to handle inbound & Outbound calls, emails and chat to assist users with their technical issues and queries in their IT Environment. Enabled me to learn reporting and call quality management, was promoted as Shift lead by Jul´16 and was also responsible for team management and Customer engagements.

Joined the team as Senior Service Desk Analyst for the internal IT Team. Learned in depth IT operations, discovered root causes of problems and identified appropriate solutions. Investigated system issues and implemented resolutions to reduce downtime .Analyzed unstructured information to derive key insights.

Fresh out of college, joined in Dell as a Junior Call taker to assist with users' queries on hardware issues and OS Issues. Learned IT operations and Corporate structure. Provided administrative support to senior analysts and department professionals.