Sudhendu Chaturvedi

Sudhendu Chaturvedi

Efficient and integrity-driven professional offering 13 years of experience in IT Infrastructure Support with impressive success in managing Technical processes in a cross cultural environment

Work History

Work History
Apr 2011 - Present

Account Process Manager

HP Globalsoft Pvt Ltd

-      Review and Approve project and operational changes for the entire IT environment before forwarding them for final approval to business.

-      Chairing and running technical CABs for approvals and clearance from Operations, Security and CTO teams.

-      Managing the Wintel, AD, Exchange, Application and Network teams for implementation of technical changes

-      Performing Post Implementation Reviews for all the implemented changes.

-      Responsible for reviewing, coordinating approvals from business and overseeing software releases in the IT environment.

-      Overseeing pilot and testing followed by final release of IT applications in the User Environment.

-      Managing monthly system and server Patch Releases into the Infrastructure with application and server teams.

-      Organising the release calendar for the year and coordinating approvals for the same.

-      Working with Programme Manager (Transitions) for successful transformation / transition of projects from UK and Sofia to BestShore teams in India.

-      Interacting with business/users to interpret requirements and transfer knowledge for operations teams.

-      Managing key stakeholders throughout the life cycle of the project ensuring that the appropriate expectations are set and managed.

-      Hire and train consultants for operational handover and smooth functioning of the process.

-      Plan and impart process refresher trainings for the technical personnel.

-      Managing annual statutory audits for the process as per the Quality Assurance Team.

-      Successfully completed ISO audits for 2 years consecutively.

-      Responsible for process documentation as per internal Quality parameters as well as ISO audits.

-      Responsible for creation as well as annual updation of L4 and L5 process documents as per Quality Assurance guidelines.

-      Acting as a single point of contact for key accounts for daily operations as well as escalations.

Jul 2009 - Nov 2010

Associate Director - Administration

VibgyorHigh

-      Working closely with Expansion team for developing and heading new centre as per the expansion plans.

-      Developing and reviewing project plans for the purchase of land assets and their development.

-      Overseeing liasioning with government departments for acquiring statutory approvals for construction project.

-      Registration and affiliation with government authorities for setting up the centre.

-      Managing Construction team for drawing out plans, getting them approved and execution of plans as per the milestones set.

-      Managing the marketing and sales team in drawing out plans for managing and marketing the Brand.

Apr 2005 - Jun 2009

IT Consultant

LogicaCMG (now CGI)

-      Joined as IT Consultant (Technical Support) for provision service desk support outsourced to the company for clients like Thomsonfly and British Council UK.

-      Provided Level 2 support for all IT hardware issues in the user environment.

-      Responsible for troubleshooting all the software issues like OS reinstalls, device driver issues, application software issues and reinstalls.

-      Troubleshooting basic Active Directory issues.

-      Providing resolution to Exchange related issues like mailbox administration, Distribution List and Global Address List issues.

-      Performed IMAC changes for the client employees.

-      Worked with transition teams in process definition and implementation.

-      Responsibilities included interacting with business/users to interpret requirements and transfer knowledge for operations teams.

-      Working with stakeholders and users for documenting processes and requirement.

-      Managing key stakeholders throughout the life cycle of the project ensuring that the appropriate expectations are set and managed.

-      Hire and train consultants for operational handover and smooth functioning of the process.

-      Plan and impart technical as well as process trainings to both new hires as well as technical delivery teams.

-      Review and Approve project and operational changes for the entire IT environment before forwarding them for final approval to business.

-      Chairing and running technical CABs for approvals and clearance from Operations, Security and CTO teams.

-      Managing the Wintel, AD, Exchange, Application and Network teams for implementation of technical changes

-      Performing Post Implementation Reviews for all the implemented changes.

-      As Team Lead handled team of 15 Technical Analysts providing global voice and email support for a British Council.

-      Also, acted as Level 2 support for analysts on difficult cases as well as escalations.

-      Responsible for process documentation as per internal Quality parameters.

-      Prepared Call Logging instructions for the technical agents.

-      Acted as a single point of contact for key accounts for daily operations as well as escalations.

Nov 2003 - Apr 2005

Senior Executive-Technical Support

FCS Softwares Pvt Ltd

-      Joined as Executive (Technical Support) providing technical support to over 200 ISPs in US.

-      Support included setting up customers onto ISPs Network

-      Troubleshooting connection issues with Windows and Mac users

-      Managing onsite technical agents for installation and issues involving physical presence for troubleshooting.

-      Promoted as Senior Executive (Technical Support).

-      Acted as Level 2 support for difficult cases as well as escalations.

-      Handled quality calls of agents for preparing individual training plans.

-      Was responsible for preparing the documentation as per the requirements of the client.

-      Prepared Call Logging Instructions for the technical agents to increase efficiency

-      Responsible for developing a knowledgebase with the help of quality team for better incident resolutions.

-      Developed the training manual for Voice and Accent training for the Department.

-      Hiring and training technical agents in the team.

-      Imparting process, customer care, communication skills and voice accent trainings.

Aug 2003 - Oct 2003

Technical Support Executive

VCustomer Services India Pvt Ltd

-      Joined as Technical Support Engineer providing technical support to Hewlett Packard customers in US.

-      Support included end to end technical support for entire range of HP All in Ones, Deskjet & Laserjet printers and Fax machines sold on US Soil.

-      Responsible for providing US customers with help on technical issues relating to installation, drivers and troubleshooting operating issues of the products.

Mar 2003 - Jun 2003

Technical Support Associate

Wipro-Spectramind

-      Joined as Associate Technical Support providing technical support Dell customers in US.

-      Support included end to end technical support for entire range of Dell Computers sold on US Soil.

-      Responsible for providing US customers with help on technical issues relating to complete hardware including installation cards and devices on the computer.

-      Installation and troubleshooting software issues with Windows Operating system, drivers, and all other applications provided with the DELL PC.

Mar 2001 - Jan 2003

Supervisor-Information Systems Division

Godrej Consumer Products Ltd

-      Responsible for maintaining Mfg/Pro, an ERP package.

-      Looking after DBA activities such as Item codes creation for raw materials and finished goods, Bill of Material Creation for production booking, Line assignment of the products in manufacturing etc.  

-      Responsible for database backups on tape drive as well as remote backup to data centre.

-      Also, responsible for providing support to Linux email and chat server.

-      Maintaining and supporting MFG/PRO application for the company.

-      Maintaining and supporting third party applications: Personnel Management System for Personnel department, Payroll software for Finance & Systems, Third Party Inventory Control System for Soap Plant, RBI system for Excise

-      Maintaining and providing basic support for HP U Class Unix – server.

-      Responsible for maintaining the network of the manufacturing plant.

-      Providing technical support for both hardware and software issues within the company.

-      Studying, developing and implementing application softwares for the users depending upon the needs and available resources.

-      Responsible for organising as well as providing technical trainings to users both at supervisor and senior management levels

-      Organised department speciifc trainings for the personnel on MFG/PRO version 9 post the implementation project.

-      Organised trainings on computer basics under computer literacy programme for employees.

-      Undertook trainings for application softwares mandated by Clients for teams involved in Manufacturing.

-      Projects handled:

o    MFG/PRO version - 9 implementation – Was the member of the team responsible ERP implementation (MFG /PRO V – 9) in the company.

o    AR module implementation - Was the member of the team responsible for implementation of Accounts Receivable module of MFG/PRO.

o    Training Management System:  Software for Personnel department for maintaining records of training received as well as given by the employees – Made in Visual Basic taking MS Access as back end.

o    Provident Fund Generation System: Software for maintaining provident fund details of employees and generating statutory Forms of Provident Fund Department – Made in FoxPro.

o    Software for generation of Form 82/75: Software for maintaining details for Octroi department of M. P. Govt. and generation of statutory forms for the same.

Education

Education
Jan 2004 - Jan 2004

Certificate in Oracle 11i – Manufacturing

Ducat India
2000 - 2002

Master’s Diploma in Internet Architecture

SSi Limited, Gwalior
Jan 1999 - Jan 2000

Diploma in Software Technologies

CMC Limited, Gwalior
Jul 1996 - May 1999

B.Sc.

Vikram University, Ujjain

Bachelors in Science with Physics, Chemistry and Maths subjects

Skills

Skills

PROCESS MANAGER

Account

VOICE

Package

ERP

IT Support

Certifications

Certifications

ITIL V3 Foundation Certification

ISEB UK
ITIL V3 Foundation Certification