T S Venugopal
Project Manager| Account Automation Officer
Riyadh,01
Summary
Having over 12+ years of expensive IT experience in various domains, such as business development, project management, incident management, operations, and support. Certified in ITIL Service Operations and Wipro Project Management Program (WPMP), which demonstrate proficiency , professionalism in managing IT projects and services.
In the current role, as a Project Manager have led projects with multiple stakeholders, managing scope, budget, quality, and risks. Also collaborate with cross-functional teams to ensure timely and effective delivery of IT services and solutions. Very passionate about enhancing customer satisfaction and building long-term relationships with clients. Aim is to leverage on the skills and expertise to contribute to Organization vision and mission.
Overview
13
13
years of professional experience
3
3
Certificates
Work History
Project Manager & AAO
Wipro Limited
Riyadh
09.2022 - Current
- Identified plans and resources required to meet project goals and objectives.
- Developed and initiated projects, managed costs, and monitored performance.
- Planned, designed, and scheduled phases for large projects.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed project status updates to stakeholders and executive management.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Monitored project progress, identified risks and took corrective action as needed.
- Developed and implemented strategic project plans to meet business objectives.
- Implementation of automated tools like Self Service, Self heal solutions focusing Incident reduction of location.
- Identified & implemented various service & quality improvement plans.
- Identify & plan automating manual activities through tools.
- Planned, implemented, and tested disaster recovery options to ensure business continuity in event of failure.
- Ensure high satisfaction in the project deliverables & high quality service.
- Plan & ensure effective utilization of resources efforts to acheive100% productivity.
- Cross skilling resources to handle multiple domains / technologies.
- Identifying new opportunities & focused on the business growth.
- Used statistical methods to analyze data and generate useful business reports.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed and implemented data governance policies and procedures.
Technical Project Lead
Wipro Limited
Riyadh
07.2020 - 08.2022
- Partnered with project team members to identify and quickly address problems.
- Identify use case for automation tools to drive the incident reduction & improve team productivity.
- Cross skilled team to improve the ticket MTTR & also improve the team productivity.
- Identified & work on the lean initiatives to reduce the manual efforts.
- Review MIS data to provide insight and to develop strategies to enhance performance
- Document policies & procedures on regular basis, focus on the compliance in meeting project deliverables.
- Doing 5Why analysis on production issues to identify root cause and raise problem ticket to fix permanently.
- Prepare weekly performance reports & share it with the stake holders.
- Lead Cross functions teams(Incidents, SR fulfillment, Problem, Vendor, Asset Management) to successfully complete project.
- Updated customers and senior leaders on progress and roadblocks.
- Trained personnel on use of IT tools and applications.
- Created and implemented contingency plans to address potential risks.
- Identified and implemented cost-saving measures in IT projects.
- Coordinated with external vendors to deliver IT project components.
- Implemented LEAN tenets to reduce Call Abandon Rate in Service Desk.
- Implemented SIX SIGMA to reduce Incident Resolution Time.
- Provided periodic reports for support groups SLA compliance and incident resolution Quality.
- Contributed towards implementing encryption solution to meet organization security requirements.
- Mentored and guided employees to foster proper completion of assigned duties.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Assisted in development of system security protocols.
- Tested new software and hardware prior to deployment.
- Developed and implemented preventive maintenance procedures.
IT Manager
Wipro Arabia Limited
Riyadh
11.2016 - 06.2020
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Interacted and negotiated with vendors, outsources and contractors to secure products and services.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Created and terminated user's accounts from start to finish in business applications.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Managed life cycle replacement of hardware and software.
- Implemented and maintained technology and software budget.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Increased profit by streamlining operations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reviewed contract reports, bid proposals and requirements with senior management for accuracy and processing towards IT needs.
- Implemented systems for tracking and managing stock levels with accuracy and precision.
- Evaluated and adopted new technologies to address changing industry needs.
- Organized system operating procedures to strengthen controls.
- Supervised architecture, design and implementation of company-wide platforms and applications.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Operations Manager
Wipro Technologies
Hyderabad
05.2014 - 10.2016
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Devised processes to boost long-term business success and increase profit levels.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Participate in Customer, Internal & External security audits at location.
- Assisted in recruiting, hiring and training of team members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Review MIS data regularly to provide insight and to develop strategies to optimize performance.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Managing the P1/P2 incidents end to end and also coordinating with Problem Management to identify the root cause of the problem.
- Meeting the SLA and other KPI agreed and produce the process improvement reports.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Organizing periodic review with all tower leads.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Developed systems and procedures to improve operational quality and team efficiency.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
IT Manager
Wipro Infotech
Hyderabad
06.2012 - 04.2014
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Updated customers and senior leaders on progress and roadblocks.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Plan, monitor, and record hardware assets and software license at location.
- Recording day-to-day asset transactions like Asset delivery, movement, recovery and change in system.
- Resource Productivity calculation by measuring operational KPI's and using stack ranking method.
- Ensuring location IT devices are meeting the IT compliance & all the security tools are reporting to the console.
- Cross skill team in different domains to enhance the resource skills & also increase the operating margin.
- Managed life cycle replacement of hardware and software.
- Monitored systems in operation and quickly troubleshot errors.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Built strong relationships with customers through positive attitude and attentive response.
- Held weekly team meetings to inform team members on company news and updates.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Desktop Support Engineer
Wipro Infotech
Hyderabad
03.2011 - 10.2012
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices, and software to set up work stations for employees.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed encryption, firewalls and patch management to implement and maintain system security.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Assisted end-users with conference room equipment setup and operation.
Team Lead
Wipro Infotech
Hyderabad
11.2011 - 05.2012
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Tested new software and hardware prior to deployment.
- Walked individuals through basic troubleshooting tasks.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
- Assisted end-users with conference room equipment setup and operation.
- Documented and updated known fixes in knowledge base for future reference.
Education
Bachelor of Technology - Information Technology
JNTU
Hyderabad, India 07.2006 - 2010.06
Skills
Advanced problem solving
undefinedAccomplishments
- Delivered two automation projects with business Value Meter of 1 Mn SAR delivered to customer as savings
- Represented Corporate Excellence Awards (CEA) – 2023 conducted by SCMHRD.
- MTTR reduced from 27 Hrs. to 8 Hrs. by introducing new process & automations.
- Reduced incident count by 30% in Yr-22 enhancing the overall customer experience, savings of 500+ hours per month achieved through six sigma projects.
- Reduction of cancelled tickets from 23% to 3%; & same day resolution increased from 22% to 80% in branches.
- Grasped new opportunities & additional revenue of 5 Mn SAR is achieve.
- Delivered two critical projects related to technology enhancement & hardware migration.
Certification
Certified Wipro Project Management Profession
Timeline
Certified Wipro Project Management Profession
12-2022
Project Manager & AAO
Wipro Limited
09.2022 - Current
Certified Wipro People Manager- Level 1
09-2022
Certified ITIL V4 Service Management
05-2022
Technical Project Lead
Wipro Limited
07.2020 - 08.2022
IT Manager
Wipro Arabia Limited
11.2016 - 06.2020
Operations Manager
Wipro Technologies
05.2014 - 10.2016
IT Manager
Wipro Infotech
06.2012 - 04.2014
Team Lead
Wipro Infotech
11.2011 - 05.2012
Desktop Support Engineer
Wipro Infotech
03.2011 - 10.2012
Bachelor of Technology - Information Technology
JNTU
07.2006 - 2010.06
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