Summary
Overview
Work History
Education
Skills
Certification
Apps And Tools
Domain Knowledge
Timeline
Generic

Venkatesh Ranganathan

Mississauga,Canada

Summary

Certified IT Managed Services professional with 13+ years of experience in Retail and Telecom domain. I have proven ability in roles spanning across transitions, left & right shifts, costing – budgeting, process design-implementation – control, operations-compliance-governance and service improvements. Highly-motivated person with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

14
14
years of professional experience
1
1
Certification

Work History

ITSM Delivery Lead

Cognizant Technology Solutions
Mississaua, Canada
02.2019 - 08.2023
  • I was responsible for overall accountability of implementing IT Service Management process for the client's IT infrastructure managed services and ensuring that services are delivered in accordance with agreed business requirements.
  • I managed the full-service lifecycle in conjunction with the IT Service Delivery teams and infrastructure support groups to ensure ITIL practices are followed
  • I represent the service across the organization and manage the risk of operating and governing the service
  • I initiate and drive service improvement plans on infrastructure support functions offering value adds & highlight co-created benefits
  • I promote ITSM best practices and develop strategic roadmaps to ensure efficiency of support functions Service Desk, incident, Problem and change processes.
  • Successful implementation of a compliant incident, Problem and Change Management process module.
  • Overall reduction of repetitive Major incidents by ensuring effective implementation of Problem Management.

Operations Lead

Cognizant Technology Solutions
Bangalore, India
06.2016 - 02.2019
  • I was managing a service desk which consists of 100+ resources
  • I was responsible for end-to-end SLAs, KPIs and client deliverables
  • Primary escalation point of contact for SLA breaches
  • Managing volumetric, forecast, monthly data, driving governance calls with clients
  • Participated in recruitment drives to pick my own team members
  • Maintained employee morale and team concept
  • Monitored team performance
  • Prepared and maintained team scorecards
  • Completed a $1.1 million benefit Green Belt project
  • Primary Business Continuation Plan POC for the project
  • Involved in inputs for financials and CP improvement
  • I am Commitment to deliver customer service excellence and high-quality work
  • Resolving End customer issues
  • Experience in exercising discretion and judgment when providing feedback, guidance, clarification, and disciplinary action
  • I have the ability to anticipate, successfully negotiate and solve problems
  • Able to resolve conflicts when they arise.

Team Lead

Cognizant Technology Solutions
Bangalore, India
02.2014 - 06.2016
  • I was responsible for the overall achievement of team, division goals, service levels
  • I have participated in new hire interviewing and candidate selection process
  • Schedule adherence is part of daily activity
  • I was involved in initiating and fostering continuous improvement process (root cause/problem solving)
  • Assist team in backup, team building, communication, conflict management activities
  • Creating individuals Par performance reviews and to provide feedback.

Shift Lead

Cognizant Technology Solutions
Bangalore, India
06.2013 - 02.2014
  • I was responsible for Call Queue management
  • Consistently monitoring the calls coming through the IVR
  • Maintained and updated schedule data in Spread sheets as well as leave tracking
  • Adjust breaks and lunches where necessary to accommodate ad-hoc changes and request
  • (Sickness, shift change, training etc) Monitored and communicated agent adherence
  • Checking handovers and agent attendance to determine roster & skill set changes, then implementing and communicating any changes
  • Monitoring the trend of tickets and report critical issues to Major Incident Manager
  • Listening to agents recorded calls and sharing feedback to improve the call quality.

Senior System Executive

Cognizant Technology Solutions India Pvt Ltd
Bangalore, India
11.2011 - 06.2013
  • I was responsible for logging, diagnosing and managing incoming end-user requests
  • Identifying calls as either Service request or Service Restoration
  • I was responsible to determine the severity level of the request
  • Determine the action required to resolve the tickets
  • Escalations and referral to other parts of the organization.

Technical Support Officer

HCL Technologies Ltd
Chennai, India
08.2010 - 11.2011
  • I was responsible for logging, diagnosing and managing incoming end-user requests
  • Identifying calls as either Service request or Service Restoration
  • I was responsible to determine the severity level of the request
  • Determine the action required to resolve the tickets
  • Escalations and referral to other parts of the organization.

Customer Support Executive

Sutherland Global Services
Chennai, India
11.2009 - 08.2010
  • I was responsible for logging, diagnosing and managing incoming end-user requests
  • Identifying calls as either Service request or Service Restoration
  • I was responsible to determine the severity level of the request
  • Determine the action required to resolve the tickets
  • Escalations and referral to other parts of the organization.

Education

Bachelor of Science - Mechanical Engineering

Annamalai University
Chidambaran, TamilNadu, India
05-2009

Skills

  • Organization and Time Management
  • Supervision and Leadership
  • Customer Service
  • Team Building
  • Problem-Solving
  • Teamwork and Collaboration
  • Analytical and Critical Thinking
  • Planning
  • ITIL/ITSM
  • Major Incident Manager
  • Security Incident Handling
  • Problem Handling
  • Friendly, Positive Attitude

Certification

  • HDI Support Center Manager
  • ITIL V3
  • ITIL Yellow Belt
  • ITIL Six Sigma Project

Apps And Tools

  • BMC Remedy
  • ServiceNow
  • Alertsite
  • Foreseer
  • NetBackup
  • Avaya CMS
  • NICE Server

Domain Knowledge

  • Grocery Retail
  • Pharmacy Retail
  • Loyalty Operations
  • Retail Banking
  • Warehouse IT Management

Timeline

ITSM Delivery Lead

Cognizant Technology Solutions
02.2019 - 08.2023

Operations Lead

Cognizant Technology Solutions
06.2016 - 02.2019

Team Lead

Cognizant Technology Solutions
02.2014 - 06.2016

Shift Lead

Cognizant Technology Solutions
06.2013 - 02.2014

Senior System Executive

Cognizant Technology Solutions India Pvt Ltd
11.2011 - 06.2013

Technical Support Officer

HCL Technologies Ltd
08.2010 - 11.2011

Customer Support Executive

Sutherland Global Services
11.2009 - 08.2010

Bachelor of Science - Mechanical Engineering

Annamalai University

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Venkatesh Ranganathan