RESUME

VINAY.S Email: vini_gowda@yahoo.co.in vsidde @gmail.com . ________________________________________________________________________ADDRESS No. 4 ‘R’ block police quarters Adugodi Bangalore – 560030. Telephone – 9980145563.

OBJECTIVE:

Seeking a position to utilize my skills and abilities in the company that offers professional growth while being resourceful, innovative and flexible.

QUALIFICATION:

B.Com [S.S.M.R.V. COLLEGE 4 ‘T’ BLOCK JAYANAGAR BANGALORE]

COMPUTER LITERACY:Diploma in computer fundamentals.

Certifications:Completed ITIL V3 2011 Foundation.

ACADEMIC QUALIFICATIONS

EXAMINATION

UNIVERSITY

INSTITUTIONS

MONTHS & YEAR OF PASSING

B.Com BANGALORE UNIVERSITY S.S.M.R.V.COLLEGE.

APRIL,2004

P.U.C. BANGALORE UNIVERSITYRANI SARALA

DEVI COLLEGE APRIL,2001

S.S.L.C.KARNATAKA SECONDARYEDUCATION EXAMINATION BOARD

PADMAVATHIHIGH SCHOOLBANGALORE.

APRIL,1999

Job Experience  

Company: Accenture Services Pvt. LtdJob Profile: Shift Operations Shift Lead- Incident Management.Duration: October 2013 - Till date

Roles and Responsibilities:

Drive the Critical Incident by setting up troubleshooting bridge and bringing in respective domain/resolver teams.

Work towards faster resolution of critical incidents, by bringing in the concerned resolver teams together.

Reporting and tracking of all critical incidents within the domain of the team.

Ensure communication to Global and India Leadership team as per defined process.

Ensure communication to respective Facility IT lead, Domain leads, Domain Teams, Business Group and Project stakeholders and other stakeholder as per process defined.

Ensure accurate, detailed and timely communication to all concerned stakeholders.

Escalate relevant issues at the right time to the respective domain/IT leads for better attention and faster closure.

Work closely with the L3 NS, L3 DS, Problem management and location teams and work towards faster resolution of critical incidents.

Ensuring the team is available 24x7x365 days. Reporting of Critical incidents Summary Report daily. Shall own the complete life cycle of Critical incident from start to end. Work towards potential P1 incidents. Advising of opening and tracking the ticket with Problem management

where P1 Incidents (morethan 3) are reoccurring and root cause is unknown.

Involve the relevant teams in trouble-shooting, bring everybody involved in the resolution process on a common platform and update the management with regards to the business impact in a timely manner and render all the necessary help in reducing the P1 resolution time.

Resolve all the P1 incidents within the SLA/OLA and contribute actively towards resolving client end issues.

Minimize the number of P1 to P2 or cancel by taking necessary approval and investigation from relevant teams.

Work with team personnel to identify required changes. Communicate needed changes to development team. Building Training Documents Handling priority Incidents (Critical P1 and High P2 Incidents) Manage and track critical & high priority incidents reported across facilities

in India. Meet specified targets for critical priority incident as set by the

management. Ensure SLA is met as per priority of incidents and report violated incidents

to management.

Track & follow-up on RCA for critical & service impacting incidents. Follow-up with ISP regarding link related outages and ensure that RCA is

produced as per agreement Ensure issues are identified, tracked, reported on and resolved in a timely

manner. Suggest areas for improvement in internal processes along with possible

solutions.

Work Experience:

Company : Accenture Job Profile: Subject Matter Expert.Duration : October  2006 – September 2013  

Roles and Responsibilities:

Description: Manage Operations from process & measurement standpoint Set and assess representative's performance expectations and performance, and create individual action plans.

Monitor associate customer contacts and provide constructive feedback on performance to individuals on a regular basis.

Conduct briefings and team meetings for team status updates, new product information, policy and procedures change, etc.

Ensure key service center performance indicators are met and assist Operations team with performance summary reports creation.

Collect feedback from Associates, Team Leads, Managers and Quality Coaching team to identify associate training and development needs.

Develop reward and recognition programs for teams. Present current customer issues, trends, and recommended solutions to

management. To minimize customer complaints and escalations by directing the team in

providing exceptional service and call control. To ensure that all technical equipment is working to support the Contact

Centre, and communicate issues to the Shift Manager. Maintain complete and comprehensive team records for each team member

including 1-2-1's, development plans, training records. To report on attendance/quality/ productivity/attitude within the team. To

communicate any issues to the Shift Manager. To ensure full compliance with the Data Protection Act 1989 and subsequent

amendments. To ensure that sales are maximized through training/coaching and that all

sales are made in compliance of policy and procedure. Ensure all security checks are carried out in line with company policies and

procedures, ensuring the risk of fraud are minimized. Maintain current understanding of policies and procedures, website

changes, new products and processes of company and customer service center.

Manage escalated customer enquiries / complaints.

Supervisor Santosh Sreenath

Work Experience:

Client/Company: Transworks Project Duration: November 2004 – October 2006  

Project & Role Description

Work Experience 2:- Worked in Transworks as process executive, for more than One and half year (Nov 1st, 2004 to 29th Oct 2006). Process called CE (Credit Evaluation) non-voice process, and also I worked in process called COA (Change of Address).

LANGUAGE KNOWN : Speak: Kannada and English. Read: Kannada and English. Write: Kannada and English.

Typing : Senior Grade

PERSONAL DETAILS :

FATHER NAME : SIDDE GOWDA.K.

Date of birth : 25- 01-1983.

Sex : Male. Nationality : Indian.

DATE : Yours Faithfully

PLACE: BANGALORE. {VINAY.S GOWDA}