Rajesh Gangalam Address: 135 College Street, Awapuni, Palmerston North Mobile: 027 530 6777 Email: [email protected]Senior Technical Support professional with experience in HR Management and Project Management. Profile • Proven experience in team leadership, customer service and business process management in large scale and complex technical IT support and helpdesk environments. • Worked on several resourcing projects as Project Coordinator, assisting IBM HR department to recruit staff for upcoming projects. • Able to quickly learn and understand technical systems and process information. • Possess a clear understanding of ITIL best practices and methodologies including service desk support structure, SLA, Incident & Problem and Change and Release Management. • Well suited to challenging areas of responsibility in an information technology environment. Seeking a senior IT support, Team Leader or Project Coordinator role where I can continue learning, develop my career and enhance the services delivered by an organisation. Career Summary Senior Technical Support & Project Coordinator IBM, India 2010 – 2014 Technical Support SITEL, India 2009 – 2010 Qualifications & Professional Development Postgraduate Diploma in International Studies International Pacific College, NZ 2015 (International HR Management; Leadership, Communications & Change Management; HR Management; Corporate Social Responsibility) Bachelor of Commerce (Advertising & Sales Management) Loyola Academy, India 2008 Project Management IBM 2013 Network Plus 2009 & Network Fundamentals IBM 2012 Security Requirements for Administrators IBM 2011
Senior Technical Support professional with experience in HR Management and Project Management.
Profile• Proven experience in team leadership, customer service and business process management in large scale
and complex technical IT support and helpdesk environments.
• Worked on several resourcing projects as Project Coordinator, assisting IBM HR department to recruit staff for upcoming projects.
• Able to quickly learn and understand technical systems and process information.
• Possess a clear understanding of ITIL best practices and methodologies including service desk support structure, SLA, Incident & Problem and Change and Release Management.
• Well suited to challenging areas of responsibility in an information technology environment.
Seeking a senior IT support, Team Leader or Project Coordinator role where I can continue learning, develop my career and enhance the services delivered by an organisation.
Career SummarySenior Technical Support & Project Coordinator IBM, India 2010 – 2014
Technical Support SITEL, India 2009 – 2010
Qualifications & Professional DevelopmentPostgraduate Diploma in International Studies International Pacific College, NZ 2015
(International HR Management; Leadership, Communications & Change Management; HR Management; Corporate Social Responsibility)
Bachelor of Commerce (Advertising & Sales Management) Loyola Academy, India 2008
Project Management IBM 2013
Network Plus 2009 & Network Fundamentals IBM 2012
Security Requirements for Administrators IBM 2011
Technical Skills• Lotus Notes Version 7.5.1 to 8.5.3.
• Networking: LAN, DNS Settings, DHCP, TCP/IP Properties.
• Wireless Configuration, VPN Connectivity of ATT, SINE AVENTAIL, LMC.
• Operating system of windows XP, Vista, 7, 8 and 9.
• Outlook version of 1.1.1 outlook 2007, 1.1.2 outlook 2010, 1.1.3 outlook 2013.
Senior IT Technical Support & Project Manager – IBM, India
IBM India is a subsidiary of IBM Global and provides IT consulting services to its customers around the world. IBM India has over 150,000 employees operating from locations throughout India.
Responsible for two key areas – provision of senior level technical support services to IBM clients and for supervising a team of seven Technical Support Analysts.
• Worked in a busy call centre/helpdesk environment providing voice and chat support to IBM clients with a key focus on supporting Lotus Notes applications (installing, troubleshooting), laptop and internet connectivity issues.
• Managed budgets associated with repair/maintenance, leases, minor equipment procurement.
• Monitored all process budgets and managed all income and expenditure for various business processes. Managed and arranged for all employee travel and processed reimbursements.
• Engaged in implementing physical and virtual servers, installed Windows 2003 & 2008 server operating systems and installed different Linux systems.
• Met all targets/SLAs including Average Handling Time (AHT), Quality, First Call Resolution (FCR), customer surveys/feedback (no dissatisfied customers).
• Lotus Notes (7,8,8.5): Configuration, Replication Settings, Archiving, Mail Template Replacement, ID File administration, Space Management, Client Installation, Configuration, ID management and Setup.
• Networking: LAN, DNS Settings, DHCP, TCP/IP Properties, Wireless Configuration.
• Wireless configuration of Digital Certificate and LEAP ID. Installed Think Vantage access connections including connectivity.
• VPN Connectivity from any Location using ATT, SINE AVENTAIL, LMC.
• PMP trained professional with comprehensive understanding of Project Management Life Cycle with expertise in executing numerous IT projects and ensuring delivery of projects in compliance with quality parameters.
• Managed complete delivery of Disaster Recovery, Solution Cases projects, tracked project progress and outstanding issues while ensuring the Quality and Timeliness of the deliverables; worked in multi-disciplinary team environment teams i.e. Sales, Procurement and Vendor.
Technical Support – SITEL, India
SITEL is a global telemarketing and IT outsourcing business based in the USA. SITEL India provides multi-channel customer contact interactions across all stages of the customer relationship lifecycle. Its major clients include many of the Fortune 500 companies including Verizon, T-Mobile, Sony, Philips Electronics, Dell, Microsoft and HP.
This was a busy technical position providing remote support to Dell customers resolving laptop and desktop issues.
• Dealt with Dell laptop users employees to resolve laptop and desktop issues and troubleshot on network issues (windows, OS,LAN, WAN, TCP/IP & Desktop).
• Installed, configured and trouble shooting of Windows 98 and XP Professional, Windows Vista, Windows 7 and Windows 8 operating systems.
• Configured of modems and routers.
• Wireless configuration on laptops and desktops.
• Installed drivers.
• Rendered expert support for Microsoft Outlook including installation, configuration and mailbox creation, team mailbox creation for special projects.
Professional Assets• Skilled at troubleshooting technical and non-technical issues and effectively articulating technical
information to non-technical people.
• Solutions management, able to effectively analyse problems and come to the correct solution quickly with the minimum of fuss.
• Excellent attention to detail and a strong team player.
• Well developed interpersonal and communication skills used successfully in interaction with customers, and in building and sustaining good working relationships.
• Strong organisational and time management abilities, able to prioritise and manage multiple responsibilities and tasks, work under pressure and meet deadlines.
• Demonstrated commitment to achieving customer needs and expectations with an ability to anticipate, measure and meet their requirements.
• Highly self-motivated, demonstrates initiative and a strong work ethic.
Additional InformationNationality: Indian citizen with open New Zealand work visa
Interests: Computing
Swimming
Puzzles
Cricket – Captain of the IBM cricket team in Hyderabad
