Jayaprakash Raghunathan

Mobile: 9880702527
E-Mail: jayprakash2007@gmail.com

Resume

Profile Summary

 18 Plus years of overall experience and 14 plus years of IT experience, with proven track record of
delighting customers through service excellence.
 Expertise includes Client computing, end user computing management, IT infrastructure management,
transition/transformation, IT business partner, Application support operations, customer relationship
management, strategic outsourcing, leading continual service improvements, Service desk Management,
BPO management, and strong service delivery management along with cost optimization and people
management.
 For 7 years, managed end to end infrastructure delivery and application support for multiple customers
 Work experience has spanned engagements across Manufacturing industry, Telecom, Health services,
Retail and Financial services & Insurance clients across the globe.
 Trained Project Management professional (PMP internal), ITIL V3 foundation and Cloud foundation
certified, certified scrum master, Agile trained,
 Experienced IT program manager, ability to deliver multiple projects in line triple constraint
 Recognized as a lead to transform troubled or new business accounts with ability to drive projects to
achieve business goals and produce customer value.
 Exceptional track record in client satisfaction, aligning client business objectives to deliverables, improving
gross profit, people management and leading complex contracts into steady state delivery.

Career Highlights

ATKINS Operational Excellence annual award winner for KPI and result driven culture 2018
Idea crowd sourcing, basic automation, process excellence initiatives resulted in 529 hours saved in 3 months for
business and the improvement in first line fix rate from 67% to 75% has meant 2162 less incidents going beyond
the global Service Desk, amounting to £86,500 saving in Group IS operating costs.

Customer experience initiative which enhanced the customer experience KPI from 80% to 95 % globally

Came up with creative idea of monitoring the India network, WAN and LAN interfaces, which was troublesome,
deployed a Live dashboard to proactively monitor the network issues

Collaborated with automation team to develop a client architecture utility tool, similar to Next think, which will
revolutionize PC health and help support team’s decision making

Honeywell Achievements HTS quarterly award winner for excellent IT Project, HTS outstanding achievement
award winner, 1 Platinum, 2 Gold and multiple silver and bronze award winner

 Developed and deployed IT tool BOX app which revolutionized PC setup and configuration which
was about to get deployed globally in Honeywell
 Successfully delivered 3 IT solution centers and one acquisition & merger projects for Honeywell
 Instrumental in developing innovation culture in IT enterprise support for Honeywell
 Jayaprakash Raghunathan
Mobile: 9880702527
E-Mail: jayprakash2007@gmail.com

 Relocation and consolidation of build to suit project Honeywell

 Successful completion of APAC PC replacement project Honeywell
 Setting up of command center for O2 Telecom Giants in IBM
 Access management automation IBM
 Successful migration of DC for BG, Astellas IBM
 Designed and Transitioned the ITSM process for BG (Client of IBM).
 Designed and deployed successful Projects on ITIL, ITSM (BG, O2, HILTON) IBM
 Driven cost optimization projects for service lines based on automation and service integration
IBM
 Efficiency Release and optimization of work force to answer Management question related to
Process improvements and cost management DELL
 Successful transitioning of AXA help desk, from scratch which includes KT, reverse KT training
programs, hiring, technical up skilling of helpdesk agents DELL

Core roles and responsibilities discharged in multiple IT service and product-based companies

Atkins IT leader- Technology and support operations

 Manage end to end complex Global service desk operations

 IT business partner to Global Design center Engineering and Digital solutions
 First line Global network monitoring and diagnosis management
 coordinate Application life cycle and software support and asset management
 Manage new product launch support strategy in line with service transition team
 Part of Global ITSM strategy and support design implementation
 Functional manager for hardware asset management and access management and automation
 Coordinate Global ITSM Process, incident and problem management

Honeywell Manager IT operation

 Manage End user IT service site support which covers 4 sites in Bangalore with 7500 users, and
represent Global Honeywell technology solutions business unit for IT enterprise support
 IT business partner to R&D engineering community
 End to end Application support and operations
 Stake holder management, IT business partner for end user devices, services and support
 Vendor management to support integrated service delivery model (insource and outsource)
 Responsible for client computing management which includes desktops, laptops, VDI support
management, vulnerability Management, IT continuity management, asset management,
Security event monitoring, access management and technical configuration management
 Drive Global initiatives on idea crowd sourcing and innovation
 Jayaprakash Raghunathan
Mobile: 9880702527
E-Mail: jayprakash2007@gmail.com

 Support readiness to new IT service introduction, like O365, Win10, Lync EV

 Drive process improvement best practices and apply continual service improvement measures
to deliver improved SLA performance
 IT asset management,

IBM Service Delivery manager IT infrastructure operations

 Service manager for technical service line

 Account delivery management for access and identity management
 Designed and deployed successful Projects on ITIL, ITSM (BG, O2, HILTON)
 Command center operations management
 Project management for IT infrastructure projects including datacenter migrations
 Deploy Process governance and management governance to align to one IBM model
 Drive performance culture within the team, to maximize value to business.
 Manage service management hiring, to expand the team based on business requirements.

Dell Advance resolution expert (team lead)

 Service desk management

 Team management
 Drive operational delivery
 Process improvement to maximize efficiency
 Process training, Service quality management

HP Technical support engineer

 Technical support engineer, providing solution to PC related technical problems via phone
North America consumer call center process, help customer resolve PC related issues on phone
 Part of the team which introduced upselling while trouble shooting technical problems
Combined technical sales and troubleshooting, selling warranty PC and printers, provide
upgrades on OS, and new PC and printer models
 Provide KT to new joiners train people by shadowing them
SME in consumer technical support processes, provide training to new batches on the ticketing
tools, work on creating knowledge base articles, and prepare business reports (weekly monthly)
Participate in business meetings to discuss about KPI with manages and leaders

Training and Certifications

 HDI Certification Received from DELL

 ITIL Foundation V3 EXIM
 ITIL Foundation V4 PeopleCert
 Jayaprakash Raghunathan
Mobile: 9880702527
E-Mail: jayprakash2007@gmail.com

 (PMP internal) IBM and Honeywell

 Six Sigma Green belt
 Cloud foundation certified EXIM
 Certified scrum master
 Agile project management
 CCNA (cisco)

Personal Details

Date of Birth 07/07/1978

Linguistic ability English Hindi Kannada Tamil Telegu

Address #52 pranswaroop 2nd main 2nd cross SP Naidu layout Vijinapura Bangalore

Karnataka India 560016

Any other information, reference shall be provided upon request.