CV for IT related Job Openings
DINESH VENKATAGIRI
Mobile: ------------ / ------------
E-Mail: ------------ LinkedIn: ------------/in/dinesh-v-733ab327
Skype: Dineshv@Facebook
Services Operations Manager
Learner & Receiver: Flair to continuously upgrade knowledge purview & keep updated on latest technology trends.
AN OVERVIEW
• A technocrat with over 17+ Years of cross-cultural experience in IT Service Operations, Planning, Helpdesk Operations Management, Technical Support Management, Customer Service Management as well as Team Management in diversified domains such as Oil-Gas-Energy, Telecommunications, Trading, Media & Automobiles.
• Last worked in Nokia, India as ITSM/BMC admin for both global/India support
• Managing Medium to Large-Scale Operations Teams.
• Operations Planning, Monitoring and Control through coordination with the various internal and external stakeholders.
• Handled team of more than 10 to 25+ resources.
• Functional Processes/Domain experience across the Operations supported
• Ability to generate meaningful reports, Insights through reports, periodic reviews and meetings from top floor to shop floor (Ex: Project Performance Analysis, Milestone Analysis, Critical Path Assessment, Look Ahead Plan etc.)
• Experience in understanding and hands on use of planning tools like BMC Remedy (ITSM), Microsoft PowerBI & Advanced Excel (Reporting), Microsoft PowerApps (Internal Applications), Microsoft SQL Server Database.
• Worked with ENoc, Dubai as Service Operations Manager for Technical Unified Helpdesk & Automation Team; worked in the capacity of Telecom, Blackberry and Data load-Admin.
• Skilful in administration & management of Servers, Software, Wired-Wireless Networks.
• Knowledge in Windows Server/Desktop, Virtualisation, Networking and Incident Management.
• Demonstrated excellence in overseeing IT Operations viz. installation/updation of software, support and help-desk for users, troubleshooting, routine checks, reporting illegal software use/installations, etc.; Admin on-board PMS & POS.
• Expertise in prioritizing Incidents/Change Requests based on defined criteria and service level agreements and effectively communicate with the customer on incident status; utilized knowledge in ITIL and certified in ITIL V4.
• Having customer facing capabilities, and an established track record for supporting and operations delivery.
• Working with the highest levels of client organizations and interacting closely to inform about the deliverables.
• Mid-Senior level experience and exposure.
• Hardworking professional with unsurpassed communication, organized presentation & interpersonal skills
NOTABLE ATTAINMENTS
~ Bagged "Best Employee" for succeeding given target goals within time frames with less cost ~
~ Won "Best Supporting Employee in Retail IT" from Vendor - Enoc, Dubai, UAE, thrice ~
~ Recipient of "Best Supporting Employee" from GTS, Dubai, UAE, for three consecutive years ~
PROFESSIONAL CERTIFICATIONS: ITIL & Advanced Excel & (PMP)
~ Certified in ITIL V4 ~
~ Certified in Advanced Excel Certification ~
~ Six Thinking Hats Certification (Internal to ENoc from L&D) ~
Undergoing DATASCIENCE, PRINCE2, AGILE, PMP & SECURITY Certifications.
AREAS OF EXERTISE
Service Operations Manager Helpdesk Management Data Management/Analysis
BMC Remedy Admin Computer Consultant/Support ITSM Operations
Technical Skills:
• SQL Server
• Microsoft Outlook, Word & Excel
• Call Centre Metrics Decoding Aptitude
• MS Dynamics (Basic Level)
• Oracle 10g
• Application Knowledge
• User Research Activities
• Adobe Creative Suite
• Support & Administration for BMC Remedy ITSM – Enterprise Version 8.1 and 9.1 (Helpdesk + ITIL® + Asset + Project]
• Microsoft Power BI, Microsoft Power Apps, SQL Server, Cloud System.
• Well known knowledge on Windows Desktop/Server, virtualisation & networking.
EMPLOYMENT SCAN (IT Experience – 17 Years)
Apr’18 – Sep’18: Nokia, India/Europe (6 Months)
Role: BMC Admin & Operations Lead
Responsibilities:
• Handling a Team of 25+ members for the IT Operations Team supporting Global Operations with team located in India & Europe.
• Supporting Technical operations/Supports in Nokia using BMC/ITSM
• Developed MS Power BI Desktop Reports for the Service Operations presentations.
• Generated Monthly, Quarterly and Annual Operations Business reports developed in Microsoft Power BI.
• Used Microsoft Power Apps to build internal Apps for handling Operations effectively
Apr’08-Mar’17: Enoc, Dubai (9 Years)
Role: Technical Unified Helpdesk & Automation Team
Responsibilities:
• Looked after entire retail IT issues and supported them by resolving the same within set SLAs, permanently
• Supervised & mentored a team of 18 members handling Helpdesk Operations and Automations
• Accountable for installing software, modifying& repairing hardware, resolving technical issues such as MS Dynamics, Advanced MS office, Oracle 10g Application with SQL, Network/Desktop/Servers, Daily Sales (Currency Transaction) & Batches (Cards) Operational Issues at all Petrol Pumps/Metro Train/Franchise/Pronto/Mini Mart Sites, etc.
• Monitored & ensured self-service issues at petrol pumps
• Oversaw BMC call flow and responded to technical support needs of customers within time frame
• Deftly evaluated as well as responded to incoming sales leads and requests for technical support assistance
• Played a vital role in exceeding company sales and productivity goals for within 30 minutes strict SLA’s.
• Pivotal in compiling and drafting performance reports each mid-term period of the year
• Involved in notifying both sales & batches reconciliation report to Finance & Card Marketing Departments, every month
• Introduced Rewards & Recognition Program i.e. Best Team Member every month to motivate team.
• Support & Administration for BMC Remedy ITSM [Enterprise Version]
• Helpdesk, ITIL, Asset & Project. Handled Incident Management, Problem Management, Change Management, Service Catalog, Asset Management & CMDB.
Jul’07-Mar’08: General Autoparts FZE, Dubai Jabel Ali Free Zone, UAE (9 Months)
Role: IT Officer (Operations)
Responsibilities:
• Holds the distinction of maintaining IT department applications like Sage ACCPAC Accounting Software, Focus&Peachtree, System Administrator, Entire Office Networking (VPN Networking, Exchange Server Management, Troubleshooting, Data Backup, Business Intelligence Tool)
Aug’04-Jun’07: Retouche L.L.C., Dubai, UAE (2.9 Years)
Role: IT Officer (Operations)
Responsibilities:
• Dexterously maintained & managed IT department encompassing Owner Websites, Brouchers and Catalogues using latest multimedia tools and domain & mail servers.
• Oversaw entire office networking process i.e. VPN Networking, Exchange Server Management, troubleshooting Data Backup Management.
• Handled various offshore development teams and client interaction/coordination.
• Acted as Technical Interface between client requirements & design as well as offshore implementation.
• Understood & converted client's business queries into technical queries.
Mar’2004-May’2004: Media One, Dubai (3 Months)
Role: Web Designer
Responsibilities:
• Worked on developing websites both Static/Dynamic and Portals.
• Hosting web services and also ensuring hosted websites are functioning to best performance.
• Collecting metrics of the websites and informing website owners.
• Requirement gatherings for the websites and developing as per the requirements of Website Owners.
Mar’2000-Feb’2004: T.P.S Informatics, Mysore, India (3.9 Years)
Role: Web Designer
Responsibilities:
• Worked on developing websites both Static/Dynamic and Portals.
• Requirement gatherings for the websites and developing as per the requirements of Website Owners.
• Upgrading website/portal on the fly as per customer needs.
PREVIOUS EXPERIENCE (Non-IT Experience – 3 Years)
Feb’99-Mar’00 (1.2 Years) Dasprakash Paradise, Mysore, India as Electronic Data Processor Agent
Mar’97-Jan’99 (1.11 Years) Sri Raksha Computers, Mysore, India as MS Package Administrators Agent
SCHOLASTICS
Masters in Science - Computer Science & Applications in 2002
Madurai Kamraj University, Bangalore with 70%
Academic Projects: Purchase Order System and Library Management
Bachelors in Science - Computer Science in 1996
SBRRM College, Mysore, Karnataka
Highlights: Best Student of the Year Award
Project: Portal was built named as T------------
PERSONAL TRAITS
Provide Structure & Direction Customer-Centric Research & Analysis
Result-Oriented Risk & Contingency Planner Team Leader/Player
PASSPORT DETAILS
Passport Status: J6436636 (08/02/2021)
Work Permit Status: NA
REFERENCES AVAILABLE ON REQUEST
DINESH VENKATAGIRI
Mobile: ------------ / ------------
E-Mail: ------------ LinkedIn: ------------/in/dinesh-v-733ab327
Skype: Dineshv@Facebook
Services Operations Manager
Learner & Receiver: Flair to continuously upgrade knowledge purview & keep updated on latest technology trends.
AN OVERVIEW
• A technocrat with over 17+ Years of cross-cultural experience in IT Service Operations, Planning, Helpdesk Operations Management, Technical Support Management, Customer Service Management as well as Team Management in diversified domains such as Oil-Gas-Energy, Telecommunications, Trading, Media & Automobiles.
• Last worked in Nokia, India as ITSM/BMC admin for both global/India support
• Managing Medium to Large-Scale Operations Teams.
• Operations Planning, Monitoring and Control through coordination with the various internal and external stakeholders.
• Handled team of more than 10 to 25+ resources.
• Functional Processes/Domain experience across the Operations supported
• Ability to generate meaningful reports, Insights through reports, periodic reviews and meetings from top floor to shop floor (Ex: Project Performance Analysis, Milestone Analysis, Critical Path Assessment, Look Ahead Plan etc.)
• Experience in understanding and hands on use of planning tools like BMC Remedy (ITSM), Microsoft PowerBI & Advanced Excel (Reporting), Microsoft PowerApps (Internal Applications), Microsoft SQL Server Database.
• Worked with ENoc, Dubai as Service Operations Manager for Technical Unified Helpdesk & Automation Team; worked in the capacity of Telecom, Blackberry and Data load-Admin.
• Skilful in administration & management of Servers, Software, Wired-Wireless Networks.
• Knowledge in Windows Server/Desktop, Virtualisation, Networking and Incident Management.
• Demonstrated excellence in overseeing IT Operations viz. installation/updation of software, support and help-desk for users, troubleshooting, routine checks, reporting illegal software use/installations, etc.; Admin on-board PMS & POS.
• Expertise in prioritizing Incidents/Change Requests based on defined criteria and service level agreements and effectively communicate with the customer on incident status; utilized knowledge in ITIL and certified in ITIL V4.
• Having customer facing capabilities, and an established track record for supporting and operations delivery.
• Working with the highest levels of client organizations and interacting closely to inform about the deliverables.
• Mid-Senior level experience and exposure.
• Hardworking professional with unsurpassed communication, organized presentation & interpersonal skills
NOTABLE ATTAINMENTS
~ Bagged "Best Employee" for succeeding given target goals within time frames with less cost ~
~ Won "Best Supporting Employee in Retail IT" from Vendor - Enoc, Dubai, UAE, thrice ~
~ Recipient of "Best Supporting Employee" from GTS, Dubai, UAE, for three consecutive years ~
PROFESSIONAL CERTIFICATIONS: ITIL & Advanced Excel & (PMP)
~ Certified in ITIL V4 ~
~ Certified in Advanced Excel Certification ~
~ Six Thinking Hats Certification (Internal to ENoc from L&D) ~
Undergoing DATASCIENCE, PRINCE2, AGILE, PMP & SECURITY Certifications.
AREAS OF EXERTISE
Service Operations Manager Helpdesk Management Data Management/Analysis
BMC Remedy Admin Computer Consultant/Support ITSM Operations
Technical Skills:
• SQL Server
• Microsoft Outlook, Word & Excel
• Call Centre Metrics Decoding Aptitude
• MS Dynamics (Basic Level)
• Oracle 10g
• Application Knowledge
• User Research Activities
• Adobe Creative Suite
• Support & Administration for BMC Remedy ITSM – Enterprise Version 8.1 and 9.1 (Helpdesk + ITIL® + Asset + Project]
• Microsoft Power BI, Microsoft Power Apps, SQL Server, Cloud System.
• Well known knowledge on Windows Desktop/Server, virtualisation & networking.
EMPLOYMENT SCAN (IT Experience – 17 Years)
Apr’18 – Sep’18: Nokia, India/Europe (6 Months)
Role: BMC Admin & Operations Lead
Responsibilities:
• Handling a Team of 25+ members for the IT Operations Team supporting Global Operations with team located in India & Europe.
• Supporting Technical operations/Supports in Nokia using BMC/ITSM
• Developed MS Power BI Desktop Reports for the Service Operations presentations.
• Generated Monthly, Quarterly and Annual Operations Business reports developed in Microsoft Power BI.
• Used Microsoft Power Apps to build internal Apps for handling Operations effectively
Apr’08-Mar’17: Enoc, Dubai (9 Years)
Role: Technical Unified Helpdesk & Automation Team
Responsibilities:
• Looked after entire retail IT issues and supported them by resolving the same within set SLAs, permanently
• Supervised & mentored a team of 18 members handling Helpdesk Operations and Automations
• Accountable for installing software, modifying& repairing hardware, resolving technical issues such as MS Dynamics, Advanced MS office, Oracle 10g Application with SQL, Network/Desktop/Servers, Daily Sales (Currency Transaction) & Batches (Cards) Operational Issues at all Petrol Pumps/Metro Train/Franchise/Pronto/Mini Mart Sites, etc.
• Monitored & ensured self-service issues at petrol pumps
• Oversaw BMC call flow and responded to technical support needs of customers within time frame
• Deftly evaluated as well as responded to incoming sales leads and requests for technical support assistance
• Played a vital role in exceeding company sales and productivity goals for within 30 minutes strict SLA’s.
• Pivotal in compiling and drafting performance reports each mid-term period of the year
• Involved in notifying both sales & batches reconciliation report to Finance & Card Marketing Departments, every month
• Introduced Rewards & Recognition Program i.e. Best Team Member every month to motivate team.
• Support & Administration for BMC Remedy ITSM [Enterprise Version]
• Helpdesk, ITIL, Asset & Project. Handled Incident Management, Problem Management, Change Management, Service Catalog, Asset Management & CMDB.
Jul’07-Mar’08: General Autoparts FZE, Dubai Jabel Ali Free Zone, UAE (9 Months)
Role: IT Officer (Operations)
Responsibilities:
• Holds the distinction of maintaining IT department applications like Sage ACCPAC Accounting Software, Focus&Peachtree, System Administrator, Entire Office Networking (VPN Networking, Exchange Server Management, Troubleshooting, Data Backup, Business Intelligence Tool)
Aug’04-Jun’07: Retouche L.L.C., Dubai, UAE (2.9 Years)
Role: IT Officer (Operations)
Responsibilities:
• Dexterously maintained & managed IT department encompassing Owner Websites, Brouchers and Catalogues using latest multimedia tools and domain & mail servers.
• Oversaw entire office networking process i.e. VPN Networking, Exchange Server Management, troubleshooting Data Backup Management.
• Handled various offshore development teams and client interaction/coordination.
• Acted as Technical Interface between client requirements & design as well as offshore implementation.
• Understood & converted client's business queries into technical queries.
Mar’2004-May’2004: Media One, Dubai (3 Months)
Role: Web Designer
Responsibilities:
• Worked on developing websites both Static/Dynamic and Portals.
• Hosting web services and also ensuring hosted websites are functioning to best performance.
• Collecting metrics of the websites and informing website owners.
• Requirement gatherings for the websites and developing as per the requirements of Website Owners.
Mar’2000-Feb’2004: T.P.S Informatics, Mysore, India (3.9 Years)
Role: Web Designer
Responsibilities:
• Worked on developing websites both Static/Dynamic and Portals.
• Requirement gatherings for the websites and developing as per the requirements of Website Owners.
• Upgrading website/portal on the fly as per customer needs.
PREVIOUS EXPERIENCE (Non-IT Experience – 3 Years)
Feb’99-Mar’00 (1.2 Years) Dasprakash Paradise, Mysore, India as Electronic Data Processor Agent
Mar’97-Jan’99 (1.11 Years) Sri Raksha Computers, Mysore, India as MS Package Administrators Agent
SCHOLASTICS
Masters in Science - Computer Science & Applications in 2002
Madurai Kamraj University, Bangalore with 70%
Academic Projects: Purchase Order System and Library Management
Bachelors in Science - Computer Science in 1996
SBRRM College, Mysore, Karnataka
Highlights: Best Student of the Year Award
Project: Portal was built named as T------------
PERSONAL TRAITS
Provide Structure & Direction Customer-Centric Research & Analysis
Result-Oriented Risk & Contingency Planner Team Leader/Player
PASSPORT DETAILS
Passport Status: J6436636 (08/02/2021)
Work Permit Status: NA
REFERENCES AVAILABLE ON REQUEST