Curriculum Vitae

SUDARSHAN
E-mail: mathpatidarshan@gmail.com
Contact# +91 900 030 1119

14+ Years of Experience in End User IT Infra & IT Services, Outstanding Communication skills,
Excellent in Incident Management, Escalation Management, Vendor Management, IT Recruitments &
HR Operations ,Ability to manage multiple teams

Career Objectives
To become part of a challenging organization that provides opportunities for personal and professional development
in the field of Information Technology & Information Systems with active interest in the field of IT Infrastructure
Service Management that involves, Incident Management , Change Management , People Management, Recruitment,
onboarding and Vendor Management , and escalation management

Experience Summary:
Total 14+ Years of IT Experience in reputed Pharma Organization ~ Dr Reddy’s Laboratories Ltd.
Incident Management, Escalation Management, Resource Management, Team Management , Vendor
Management, Responsible for Managing IT / WPS services as per SLA and KPI, Minimum escalations and TAT,
Implementation of Processes, Providing Effective inductions, Training sessions, Recruitment of System
Engineers, and Preparing Technical SOPs
 4 Months as IT Service Manager
 10 Years in IT Operations as Team Lead,
 3 Years 6 months ~ As L1 and L2 System Engineer,

Experience Details:

IT Service Manager
[April 2022 – Till Date], DXC Technology [Fidelis Corporate Solutions Pvt Ltd], Location
~Hyderabad

IT Operations Site Lead

[March 2019 –April 2022], DXC Technology [Fidelis Corporate Solutions Pvt Ltd], Location
~Hyderabad
Team Size ~ 74, Client ~ Dr. Reddy’s Project [14500 User base – 23000+ End points]

WPS – Team Lead, IT Operations

[Dec 2015 – Feb 2019], DXC Technology [Karsun India Solutions Pvt Ltd], Location ~Hyderabad
Team Size ~ 22, Client ~ Dr. Reddy’s Project

EUS – IT Team Lead Operations

[August 2013 to Nov 2015], Hewlett Packard [Maha Electronics Pvt Ltd], Location ~Hyderabad,
Team Size ~ 45, Client ~ Dr. Reddy’s Project for HP

IT Desktop Support L2 Engineer [System Engineer L2]

[July 2010 to July 2013], Hewlett Packard [Maha Electronics Pvt Ltd], Location ~Hyderabad,
Users ~ 1100, Asset 900, Client ~ Dr. Reddy’s Project for HP]

IT Desktop Support L1 Engineer [System Engineer L1]

[June 2008 to June 2010], Hewlett Packard [Maha Electronics Pvt Ltd]
Location ~Hyderabad, Users ~ 700, Asset 450, Client ~ Dr. Reddy’s Project for HP
Specialties

IT Service Delivery ITIL Framework IT Infrastructure Management

IT Operations Management IT Service Management Vendor Management & Recruitment
Education & Qualifications
 Diploma in Computer Science and Engg. From Board of Technical Education for Polytechnic ,
Karnataka
Technical & Professional Certifications:

 ITIL V3 Foundation EXIN

 Microsoft Certified Professional (MCP)

Core Competencies
ROLES AND RESPONSIBILITIES AS SERVICE MANAGER
 Incident management
 Daily Cadence call with all Capabilities for open incident Review
 End to End incident management , review of incidents with multiple stake holders
 Review of Ageing incidents / service requests , Timeline definition for closure of aged
cases
 Quality Audit for log notes of Critical / Major incidents
 Planning incident reduction & MoM
 Change Management
 Change Request Review and Approvals
 Follow up with action owners of
 Service Management
 Ensuring the immediate service restoration, Engaging all the stake holders responsible /
accountable for Service Restoration

 RCA Preparation and Reviews for Critical / Major incidents

 Releasing communications & Notifications
 Preparing service improvement plan
 Risk register creation for all the capabilities
 Risk tracker updating with a weekly cadence call
 Weekly connect with Customer site Manger and Creation of Tracker and MoM

 Vendor Management
 Monthly Review with all vendors
 MoM Creation and Tracking open points

ROLES AND RESPONSIBILITIES DURING WPS AND EUS TEAM / SITE LEAD [KPA] [10 YEARS]

 Escalation Management
 Team Management
 Vendor Management
 Operations Management
 Process Management
 Quality Management
 Responsible for Managing IT / WPS services as per SLA and KPI
 Responsible for Minimum escalations and TAT
 Responsible for enabling teams’ strength in terms of technical and operational
 Effective inductions along with Training sessions

ESCALATION MANAGEMENT
 Review of pending Escalations and tracking till closure with active follow-up for closure for
pending cases
 Meeting end users and assuring the closure of the escalations,
 Sensitizing team to avoid escalations
  Educating user on SLA and Escalation Matrix,

TEAM MANAGEMENT
 Managed and supervised a team of 50+ Resources (4 agents as service desk for Call Logging),
ensuring optimum performance.
 Actively involved in client calibration to resolve escalated issues and actively involved in
sharing the technical updates.
 Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly &
monthly basis in adherence to the pre-set standards.
 Appreciation program, Creating and sustaining an environment that fosters development
opportunities and motivating the employees for enhancing the existing performance levels.
 Conceptualizing & developing need based training modules for developing multi skilled work
force for cross utilization within sub processes for optimum efficiency.

VENDOR MANAGEMENT
Monthly Review with Vendor Service Delivery managers
 MIS Review
 Validating open points and set the expectations
 Validating Monthly Reports from SLA prospective
 Repeated call Analysis for problem management
 Preparing MoMs

OPERATIONS MANAGEMENT
 Creation of Technical SOPs for the Team
 Forecasting workload and scheduling staff to meet anticipated workload within scheduled
turnaround time thereby enhancing efficiency.
 Interacting with clients through meets, e-mails and daily Conference Calls to review and resolve
operational issues, new implementations, new process & procedure changes.
 Preparing RCA and MoMs
 Preparing POA for the tasks and assignments given
 Leave Management
 Recruitment ,Excellent in package negotiation
 Hands on experience in hiring quality resources for the project, Recruiting, System Engineers
L1 and L2 capable for Desktop Support team, Selecting and monitoring a team of associates,
thereby ensuring optimum performance.
 KPI Measurement
 SLA Monitoring
 Team Encouragement through rewards and recognition

PROCESS MANAGEMENT
 Monitoring overall functionality of site processes, identifying improvement areas and
implementing adequate measures to maximize customer satisfaction level.
 Mapping client’s requirements and coordinating in developing, implementing and transitioning
processes in line with the guidelines specified by the client.
 Creating & implementing workflows to facilitate structured support in all areas and issues.
 Overseeing process improvement initiatives through system changes, process re alignment/
redefining & efficiency management.
 Reports sharing to the top management and maintaining the agreed SLA & thereby focusing on
maximizing Customer Experience while optimizing costs.
QUALITY MANAGEMENT
 Generating CSAT/DSAT Customer Satisfaction Reports and analyzing of the Dissatisfied
Customer Comments and provided feedback to the Agents, as corrective action.
 Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering
to the SLAs and work processes and thus managing cost-effective operations.
 Reviewing closed calls and taking feedback from End users to understand the service quality
and ensuring the required implementation , VOC Analysis , POA for positive and better
results
 Actively involved in providing advice and guidance to the Research and Analysis team for better
solutions based on survey polls.
 Interaction with the end users on CSATs and DSATs
  Improving the quality of service by analyzing average call handling time of Engineers and
encouraging them to implement,
 Providing Training of best and effective practices

Roles and Responsibilities during L1 /L2 System Engineer [3.5 Years]

L1 & L2 DESKSIDE SYSTEM ENGINEER

 Crating AD domain accounts and assigning access controls, and user access id management in
empower application and other standalone applications like Tiamo, UV, Shimadzu, and
Spectrometer. Etc.
 Maintaining routine server backups (Daily, Weekly & Monthly) as per the QA SOP.
 Production machines support and IQ, OQ, PQ support.
 QC HPLC and Empower, standalone, Serialization machines and PC’s support
 Responding in a timely Service Requests , Incidents and alerts , Resolving issues proactively to
avoid escalations
 Taking complete owner ship of cases, handling high severity tickets and providing satisfactory
solutions to VIP Users
 Daily VVIP User system checklist Report
 Adhering 100% to the change management process. Interfacing with various departments and
teams for information gathering. System implementation and ownership.
 Escalating issues with in time to vendors\partners interfacing with them for achieving proper
solutions positively and proactively
 Assembling desktops and installing operating systems on the PCs.
 Providing resolutions through remote in order to achieve faster response and resolution with
multiple sessions at a time
 Handling responsibilities with regards to administrations and maintenance of LAN
infrastructure including network connectivity, internet access.
 Installation of Lotus Notes / Outlook and configuration of Mail ids,
 Installation and configuration of mail ids on mobile phones
 Installation of all types of Data cards on laptops
 Configuration Local, Network Printers & scanners, IP Reservation and MAC binding
 Trouble shooting of Desktop, Laptops and Printers
 Trouble shooting share folder issues
 Using PowerShell for automation of administrative tasks
 and troubleshooting , coordinating with vendor for L2 level of issues and ensuring the closure
 Installation and Configuration of SAP, Symphony, VPN, Citrix client applications
 Manage the networking of organization.
 Changing VLAN Ports,
 Asset Deployment
 Installation of Network Applications and configuration(Design Expert, Minitab)
 Upgrading and repairing faults on systems, networks & peripheral equipment
 Investigating, diagnosing and resolve all network problems by coordinating with Vendors,
 Vendor Management
 Reservation of IP, MAC binding,
 Expertise in managing and administrating user domain and accounts(Console Level)
 Installation and configuration of IP Phones
 Expertise in troubleshooting windows operating system Scan and removal of Virus from assets
 Proficiency in Computer Hardware, Microsoft Products.
 Crating AD domain accounts and assigning access controls, polices

Roles and Responsibilities during IT Desktop Administrator ~ CS HOD [5 Years – June 2003 to April
2008]
 Finalizing the Syllabus
 Monitoring Syllabus by weekly meeting
 Aligning Teachers for Examination and Mark sheet preparation
 Technical support to Team members
 Installation and configuration of Desktops and Network Printers
 Recruitment of CS teachers every academic year
Roles and Responsibilities during CS Instructor and Lab Admin [Jan 2001 – April 2003]
 Taking Classes on Windows , C , C++, HTML, VB Script , MS Office, MS Access
 Examination , Evaluation and Certification
 Configuration and Installation of OS and Network Printers , Scanners and other network devices
 Supporting Students to fixing bugs in c programs

Support Experience on Devices

Desktops, Laptops, Printers, Scanners, iPhone, iPads, MAC book, Blackberry, Android Mobiles, Tablet
PCs, Industrial PCs

Personal Attributes:
 Empathy towards End Users escalations, Awareness on business needs, Communicative,
Technical expertise, Comprehensive problem solving abilities, Ability to work in a team
environment and to work well under pressure, willingness to learn quickly.
 Strong analytical, problem solving and organizational skills, highly motivated, focused,
hardworking and result oriented individual.

Technical Knowledge
 ITIL V3 Foundation
 Active Directory services 2003, Network Switches and Routers Management,
 ITSM
 DHCP, DNS, FTP, VPN, Backups,
 Operating Systems worked with: Win 95, 98, ME, 2000, XP , Windows 7 , Win 8 and 10 Prof,
Windows 2003 Server R2, Windows 2008 R2 ,
 Power Shell Scripting
 MS Office 2003 to 2013, MS Lync, Skype for Business 2016
 Programming Languages : C , C++ & HTML

Personal Details
Father’s Name: Nandeppa
DOB: 27-08-1979
Marital Status : Married
Hobbies:
Watching: Sports and Movies
Reading: Best Seller Books,
Playing: Chess & Carom board,
Passion: Cooking and Singing

Current Address: C/O Sri Sher Singh, H.No. 25-32/1/D/1, Mallikarjun Nagar, Ramachandra Puram,
Beeramguda Kaman, Hyderabad 502032

Email ids: mathpatidarshan@gmail.com, Contact No: 09000301119

Declaration,

I hereby declare that the above provided details are true to the best of my Knowledge.

Date: Sudarshan