1. Deepak.M.N
E-mail: yogi.mn@gmail.com ~ Mobile: 91-9886699216
Career Objective
Seeking a position with leadership responsibilities in Customer/End User Support where I can
maximize my IT Service Management experience in a challenging environment to achieve the
corporate goals.
PROFESSIONAL SYNOPSIS
→ Have 10 Years of experience in IT industry as Service Delivery Specialist.
→ Developed and delivered management value added consulting and strategic technology
infrastructure solutions for distributed and large scale data center heterogeneous
environments:
• IT Service Management (ITSM) based on ITIL best practices.
• ITIL V3 Service Strategy, Service Design, Service Transition, Service
Operation and Continual Service Improvement.
• ITIL V3 Service Delivery and Service Support areas of Service Level,
Availability, Capacity, Financial, and IT Service Continuity Management;
Incident, Problem, Change Management and Service Desk
• Organizational Maturity and Transformation
• ITIL framework best practices
• Business Based Macro Level Capacity Planning
• Business Impact Assessment and Disaster Recovery
• Enterprise Infrastructure Architecture and Distributed Systems
Management, Operations Review and Managed Care Services.
The above services included the business strategies and deployment plans, delivery
and developing the appropriate delivery guides, collateral, and training where needed.
CERTIFICATIONS
ITIL® V3 Foundation Certified from EXIN in May 2013.
ACHIEVEMENTS
• “Wipro InfoTech Best operations Manager FYI 14-15” - From LOB VP of Wipro
InfoTech for Single handedly carrying the performance of the Region on Top and
getting the highest CSAT for FYI 2014-2015.
• “Wipro InfoTech Best Field Operations for FYI 14-15” exemplary performance
in remote resolution, significant achievement in the area of Service Delivery for West
region for leading the team on top.

2. • “Wipro InfoTech GSMC Q1, 2015” Gear award for West Service Desk Team
exemplary performance in remote & field resolution and delivering best resolution &
response SLA met for the year 2015-2016.
• “Wipro InfoTech GSMC Q4 best C-SAT Award” for demonstrating the Practice:
Put the Client First for the successful Service Delivery up to the satisfaction of Client.
PROJECTS HANDLED in Wipro InfoTech.
Duration: Dec 2013 – Apr 2016
Role: Service Delivery & Availability Management
Designation: Field Support Manager
About Project: The project primarily provides Remote & Field Infrastructure
Management for Network & security, Platform & storage Domains. It comprises of major
Domestic customer accounts. The team consists of N&S,P&S, and Operations Executives who
perform L1, L2, and L3 Support. It’s a 24/7 Support project and self being single point of
escalations to customers & Internal Stake holders. Keeping track of OEM’s deliveries (Juniper,
Cisco, Emc, and Netapp) performance adhering to the clause and meeting the desired results
single point of escalations for OEM & Vendors.
Team Size: 70
Profile Summary:
 Acting as a Single point of escalation to all the supported West accounts to provide
ownership for Delivery & Operations of Service Desks in the area of Remote & Field IT
Infrastructure Delivery Management Services.
 Work closely with resourcing team to manage the resource fulfillment process needed
to run the delivery operation well and to avoid revenue loss.
 Work closely with Incident Management, Major Incidents & Availability
Management across resources in the team depending on their skill set & complexity
of the business.
 Identifying Vital Business Functions (VBFs).
 Used proactive activities to ensure agreed level of availability.
 Ensured redundant solutions & documentation to management.
 Created Component failure impact analysis.
 Established measures and reported that reflected business, User and IT.
 Produced and maintained the Availability Plan.
 Component Availability plan was designed once in week and distributed accordingly
across the internal stores across the country.
 Managing low, high and critical Incidents to ensure timely completion.
 Managing user escalation, Overseeing all Incidents and user service requests for
timely completion.
 Responsible for running an ITIL compliant operation and enforcing security and
compliance requirements of Organization & customer.
 Client Interaction and Management.
 Own Team Review meeting, Meet and beat committed Service Levels, identify
improvement Plans and track it till closure.
 Implement performance standards and measurements established by Operations
Maturity (Quality) team to manage ongoing service delivery and attain delivery
efficiency.
 Managing & tracking of Compliance issues and risks.
 Responsible for targeted customer satisfaction.
 Own Service Management processes, tools and disciplines and ensure they are applied
in all aspects of contract delivery.
 Analyzing all incoming work thereby derived a solution that optimizes the execution on
a continual improvement basis and participated in Service Line driven Defect
Prevention Process to reduce the incoming work.

3.  Spearheading project preparedness for Floor walks, Forums, Mid Internal Reviews,
Standard Assessments etc. wherein, Senior Service Management representatives at
the global level interview/talk to resources on the floor.
 Responsible for team management with specific reference to managing the growth and
development of the people working in the team.
 Participate in organizational activities like recruitment.
 Own and drive people management processes including career planning, training and
certification, rewards and recognition and employee engagement.
 Individual Stats are being discussed with One-to-One session and take action plan to
have their graph moving upwards.
 Designing Roster on Monthly basis, managing team leave and Unscheduled
Absenteeism.
 Reporting to Senior Management about Pool Health Index Report (PHI) account wise
about the ongoing status of incidents and problems; skill availability and resource
availability management data on a weekly and monthly basis.
 Performing Resource Management within the project which primarily includes the
responsibility of ensuring resource skill competency which further enables cross
accounting within the project and across INTEL Project teams.
 Coordination between the Company, its Service Partner Companies and Customers and
the Logistic depts.
 Front handling ISO Audits, preparations and presentation for audits on the parameters
of ITIL were done and have successfully cleared 4 audits without any NC’s on the
operation parameters.
 Monthly Engagement with OEM reviewing their delivery Stats and taking initiatives on
the Growth plan via Reviews QBR & MOR.
 People Management - Attrition review the cause of the Resource exit speaking to
them giving them the visibility on the growth Plan discussing with HR’s on the onsite
opportunities according to Resource Skill and offering that to respective Role and
retaining the resource.
 Partner Dashboard Performance Metrics was done Month wise and was discussed
on the Forum and the statically planning was provided to them for Next Month
Performance.
 Cost Optimization- working on the hardware planning of the accounts within
organizational approach i.e., making Spare availability in WCC and cutting down the
engagements of back-lining of hardware with OEM to increase the revenue of the
account. T20 Connect on Key Accounts - SD Plan discussions with Sales team &
Documented and giving the approval for Delivery Team.
 Maintaining TPM (Third party Maintainers) accounts like EMC & NetApp as FSM (Field
support manager).
 Quarterly billing for TPM accounts as per the SLA and Rate cards is done and sent for
submission to EMC & Netapp
 Monthly engagements on the performance with TPM accounts ensuring no slippages on
the SLA discussion and RCA to provide in case of SLA are missed.
 Skill enhancement discussion with TPM’s identifying the resource internally for
certification on EMC & NetApp.
 Business strategically planning with TPM’s accounts and implementing it within LOB.
 Discussion with RTSM on the skill matrix needed for TPM accounts and enabling the
requirement of resources with proper skill’s in zone wise.
 Vendor Management like CAPL, Mount green, Solid Systems etc… for partner skill
support for out-location calls measuring their productivity and monitoring the SLA.
 Reviewing Vendor Billing and signing off with Finance on the clearance part.
 Spare Vendor Management with Solid systems tracking and keeping record of the
assets given for support and measuring the SLA timelines on Incident basis.
 Reviewing the performance of spare support provided and inclusion of additional assets
on the process of negotiations and signing of SO’s.
 Tracking Cisco RMA and ensuring PMC (Performance Metrics centre) is met for
year based on the targets given from Cisco to avail discounts for next FYI.

4. Achievements:
 Received Best Service Delivery operations Manager from LOB VP of Wipro
InfoTech for Single handedly carrying the performance of the Region on Top and
getting the highest CSAT for FYI 2014-2015.
 Received the Best Operations Manager of the Month & Quarter award & recognition
for single handedly handling and streamlining all the new requirements and process
changes as instructed by the Company from time to time.
 Received multiple Appreciations from Customers & Field engineers, FSM for
designing the availability of Skills & Spares across the country for smooth service
delivery.
 Ensured zero escalation of any service/support related matter.
 Strong and diverse technology background providing excellent customer satisfaction &
management of workload.
 Displayed excellence in customer satisfaction and quality in service.
 An effective communicator and team member with experience in handling large task
forces & critical customers.
 Ensured achievement of personal and team objectives within organizational targets.
PROJECTS HANDLED in Oracle India Pvt Ltd.
Duration: August 2012 – Dec 2013
Role: Service Request & Logistic Management
Designation: Senior Dispatcher
About Project: Managed Dispatch Desk team by following the life cycle management of
Service Request under ITIL Process.
Profile Summary:
 Leading the team on end to end daily Operations
 Coordination between the Company, its Service Partner Companies and Customers and
the Logistic depts.
 Supporting International customers on Sun servers & storages (Australia, New
Zealand, Singapore, Malaysia, Thailand, Indonesia, Philippines, and Srilanka & India
etc.).
 Handling the APAC Region with end to end transaction and updating the Status daily
basis to Service Delivery Manager.
 Daily tracking the Reservation Orders with IT Team on daily basis & updating the same
to Customer on daily basis.
 Monitor client queues for Service level attainment above 99.7% for top accounts
supported.
 Single point of contact for customers, engineers.
 Supporting Engineers on field providing proper action plans to them, providing
additional parts if required creating additional tasks helping them in debriefing the
task.
 Frequent Follow up with SR’s for the ticket closure and ensures no backlogs for the
particular week to achieve the PMM ranking in green status.
 Ordering & Monitoring Part delivery tracking the part details.
 Tracking & monitoring end to end Logistics transaction of spares.
 Coordinating with DHL & CRC Team Oracle logistics partners related to backordered
parts getting the sourced part details & updating to customers, partners & engineers.
 Escalating the cases to FSM & LAM.
 Providing solution and status of spares & cases to the onsite Engineers & to the
customers.
 Complete ownership of the Escalations related with customers, FSM & LAM.
 Tracking the response and resolution analysis for respective region.
 Working with Case Management Tools in GSI 4 phase & spare ordering / Spare
Inventory Tools.

5.  ITIL V3 Framework.
 Best practice in ITIL & Incident Change Management process & Service Management.
Achievements:
 Maintained the SLA percentage constantly for the SR.
 Took the Customer appreciations for most of the SR in resolving their complaints
proactively understanding the criticality raising task and sending engineers on time.
 Received appreciations from Global team on the Task management and servicing the
back order in time.
Organization: Wipro InfoTech
Duration: Sept 2010 – Aug 2012
Role: Support Desk
Designation: Service Desk Executive
About Project: Supporting Service Delivery RMA (Request Material Authorization)
issues with principles, coordinating with Principles & Internal Wipro Logistics Stores for the
Spare delivery to End user.
Profile Summary:
 Managed enterprises networking support team by verifying the Cisco RMA Count
metrics Data every month for ensuring to reach the given target.
 Having a well diversified knowledge about the Cisco Products.
 Maintaining the report for all the RMA raised and sending the report on monthly basis.
 Handling Cisco IFR DOA RMA cases (Shipping from Cisco Mfg Depot, U.S) and Co-
ordination with Cisco principles for end to end track.
 Meetings & Audits with Cisco Principles (Services Team) on the RMA targets and
Service issues.
 Timely movement of spare and handling escalations from regions with respect to non
movement of spares on time.
 Having a track on spare movement and back lining gaps are escalated to logistics
managers/back lining team and escalate.
 Adhering to process and pursuing VTSG/TSG approval for bulk RMA.
 Having basics product technical knowledge for better understanding of customer
related issues.
 Process adherence of top accounts: Processes and guidelines were followed without
any deviation.
 Supporting Engineers on field, Logistics transaction of spares. RMA processing with
principles.
 Coordinated with vendors and partners like Sun Microsystems, Cisco Systems, Nortel,
Packeteer, Entera-sys , Net App etc. for hardware support.
 Provided solution and status of spares to the field and to the customers.
Achievements:
 Took management appreciations for reducing the RMA count by using the CMRR spares
for several replacements & end to end follow Up with Cisco for MFG RMA cases.
 Took the Customer & Internal appreciations for the fast response, updates of spare
Turn around Time in resolving their major incident complaints.
 Rated as good performer on my Wipro Trainee Role.
Other Experiences:-
 VODAFONE ESSAR SOUTH LTD under franchise roll as a CUSTOMER RELATIONSHIP
MANAGER (ITIL Frame work) FROM October 2008 – May 2010.
 ESCUDO WEB SOLUTIONS PVT LTD AS PROCESS LEADER FROM November 2007
– October 2008 (Worked on E-BOOKS & E-Learning with clients as MC-GRAW HILLS).
 THOUGHT FOCUS INFORMATION TECHNOLOGIES PVT LTD AS PROCESS
DEVELOPER FROM November 2006- November 2007 (Worked on GIS Flood
determination of US Properties with clients has LANDAMERICA & FIDELITY).

6. ADDITIONAL INFORMATION
Tools : Microsoft Project, MS Office Suite (Excel, PowerPoint and Word),
SAP, GSI.
SCHOLASTICS
2003-2007 - Diploma (Electronics & Telecommunication), Karnataka Board of Tech
Education.
2000-2002 - PUC, Karnataka Department of Pre-University Education.
1998-2000 - SSLC, Karnataka Secondary School Board.
PERSONAL DOSSIER
Date of Birth : 21st
April, 1984
Languages Known : English, Kannada and Hindi
Nationality : Indian
Status : Married
Address : #3013/1, Gokulam 1st
stage, 4th cross
V.V.Mohalla, Mysore – 570002
DECLARATION
I hereby declare that the above furnished details are true and correct to the best of my
knowledge.
Date:
Place: Deepak.M.N

7. ADDITIONAL INFORMATION
Tools : Microsoft Project, MS Office Suite (Excel, PowerPoint and Word),
SAP, GSI.
SCHOLASTICS
2003-2007 - Diploma (Electronics & Telecommunication), Karnataka Board of Tech
Education.
2000-2002 - PUC, Karnataka Department of Pre-University Education.
1998-2000 - SSLC, Karnataka Secondary School Board.
PERSONAL DOSSIER
Date of Birth : 21st
April, 1984
Languages Known : English, Kannada and Hindi
Nationality : Indian
Status : Married
Address : #3013/1, Gokulam 1st
stage, 4th cross
V.V.Mohalla, Mysore – 570002
DECLARATION
I hereby declare that the above furnished details are true and correct to the best of my
knowledge.
Date:
Place: Deepak.M.N