1. CURRICULUM VITAE
V. Srinivasa Rao E-Mail_ID: valetils@gmail.com
Flat No:401, Mobile:9000666972,
Mac Heights Apartments,
Bandari layout,Nizampet Village,
HYDERABAD – 500085.
Objective:
 Seeking a senior management position in a progressive organization, which will allow me to
contribute the value of my diverse managerial and business skills while offering me a challenging
environment of opportunity and growth.
Profile:
 Having more than 11 years of experience and expertise on onsite and offsite service delivery
operations with in-house and remote teams.
 Having 4+ years of Team lead experience and 7 years of multiple Projects management work
experience in Customer facing roles.
 Managed multiple Projects having team size varying from 50 – 70+ resources.
 Exhibited proven ability to independently set up technical team operations from scratch.
 Ability to execute complex projects/programs on time and within budget.
 Expertise on ITIL service delivery process.
 Outstanding leadership skills along with strong inter personal skills, verbal and
Written communication skills.
 Possess strong client facing skills and delivery focused and Proficient in managing
multiple cross-functional teams/projects.
Academic Qualification:
Diploma in Electronics and Communication Engineering from State Board of Technical Education
& Training , A.P.
Professional Certifications:
Diploma in Systems Management from NIIT.
Participation Certificate on features of Soloris 10 Operating System.
ITIL Foundation Certification from AXELOS.

2. Proficiency & Skills On :
 Installation & Troubleshooting of various types of Operating systems Win98/2008,Unix
(Sun-Solaris 8, Red Hat Linux6.2 ) and Novel Netware 3.12.
 Maintaining & Trouble shooting of all Types of printers from Dot Matrix to Laser along
with Line Printers.
 Installation & Maintenance of LAN/WAN networks devices like Modems, Hubs, Switches
and Routers.
 Configuration & Maintenance of Servers of Sun Ultra I ,HP ML 350 & IBM Infinity X-
225/346 Series.
 Implementation of ITIL based service processes for effective and efficient service delivery.
Experience :
Job Profile : Area Delivery Manager
Organization: CMS info systems Pvt. Ltd ,
Duration : 1st Apr 2014 to 30th Sep 2014
Job Responsibilities:
 Responsible for FMS / AMC Service Support for the multi accounts of AP and Pan India.
Leading a team of 70+ engineers ..
 Periodic review meetings with the customers assigned to ensure service quality levels are as
per the SLA.
 Handle customer escalations effectively and ensure timely closure.
 Follow up with help desk TRC and Stores, whenever required to ensure timely closure of the
calls as per the SLA.
 Call Analysis(No.& Type), Call performance analysis(Response and resolution time) and
Service improvement plan.
 Monthly Customer feedback thru ‘ Customer satisfaction Review and action plan on CSR.
 Spare planning for Site Stock for Assigned Customers as per customer inventory and
functioning details.
 Work in Co-ordination with customer to increase Revenue by offering new services /
product to customer.
 Periodic review meeting with the subordinates to handle their issues and grievances and
escalate the matters to seniors if required.
 Up gradation of skill sets of the subordinates and ensure they undergo trainings for achieving
better productivity and growth path.
 Ensure retention of subordinates by job rotation ,appraisals and confirmation on time.

3.  Reducing service costs by analyzing ,designing and implementing the adequate process as
per the CMS policy and objectives.
 Implementation of Information technology service management standards and ensure to get
the services delivered & improved.
 Performing root cause analysis for fixing the problems and measuring the services by using
KPIs for effective and efficient service delivery.
Job Profile : Sr. Territory Manager
Organization: CMS info systems Pvt. Ltd ,
Duration : 1st Oct 2008 to 31st Mar 2014
Job Responsibilities:
 Responsible for FMS / AMC Service Support for the major clients of entire state of AP.
Leading a team of 70+ engineers.
 Periodic review meetings with the customers assigned to ensure service quality levels are as
per the SLA.
 Handle customer escalations effectively and ensure timely closure.
 Follow up with help desk TRC and Stores, whenever required to ensure timely closure of the
calls as per the SLA.
 Call Analysis(No.& Type), Call performance analysis(Response and resolution time) and
Service improvement plan.
 Monthly Customer feedback thru ‘ Customer satisfaction Review and action plan on CSR.
 Spare planning for Site Stock for Assigned Customers as per customer inventory and
functioning details.
 Work in Co-ordination with customer to increase Revenue by offering new services /
product to customer.
 Periodic review meeting with the subordinates to handle their issues and grievances and
escalate the matters to seniors if required.
 Up gradation of skill sets of the subordinates and ensure they undergo trainings for achieving
better productivity and growth path.
 Ensure retention of subordinates by job rotation ,appraisals and confirmation on time.
Job Profile : Territory Manager
Organization: CMS COMPUTERS LTD,
Duration : 1st Oct 2007 to 30th Sep 2008
Job Responsibilities:
 Responsible for FMS / AMC Service Support for the Territory of Hyderabad and Telangana.
Leading a team of 40+ engineers spread across the region with Customers.

4.  Periodic review meetings with the customers assigned to ensure service quality levels are as
per the SLA.
 Handle customer escalations effectively and ensure timely closure.
 Follow up with help desk TRC and Stores, whenever required to ensure timely closure of the
calls as per the SLA.
 Call Analysis(No.& Type), Call performance analysis(Response and resolution time) and
Service improvement plan.
 Monthly Customer feedback thru ‘ Customer satisfaction Review and action plan on CSR.
 Spare planning for Site Stock for Assigned Customers as per customer inventory and
functioning details.
 Periodic review meeting with the subordinates to handle their issues and grievances and
escalate the matters to seniors if required.
 Up gradation of skill sets of the subordinates and ensure they undergo trainings for achieving
better productivity and growth path.
 Ensure retention of subordinates by job rotation ,appraisals and confirmation on time.
Job Profile : Sr. Customer Engineer
Organization: CMS COMPUTERS LTD,
Duration : 1st Oct 2005 to 30th Sep 2007
Client : IBilt Project in Unit:APRayons, Kamalpuram
Job Responsibilities:
 Being a Team facilitator & Sr.Customer Engineer in CMS Provided enhanced
Facility management support & Hardware maintenance activities to the offsite customers .
 Maintenance of the Servers, Network Devices , Desktops, Printers and Mail system.
 Administration & Maintenance of Sun Ultra 1 server and IBM Net infinity servers.
 Ensuring Call closure with in specified agreed SLA.
 Spare planning for site stock and spare transaction.
 Handling call escalations and giving technical assistance to engineers for effective call
closure.
 Preparation of MIS reports for reviewing with customers. Achievement of target % of quality
calls closed per month 90% without spares and 75% with spares.
 CSR Survey for measuring the quality of services and making needful changes in the
delivery of services.
 Verification & Updating Physical Inventory of all IT equipments and preparation of report.

5.  Ensure monthly meeting held with Customer and all reporting engineers.
Job Profile : Customer Engineer
Organization: CMS COMPUTERS LTD
Duration : 1st Oct 2003 to 30th Sep 2005
Client : IBilt Project in Unit:APRayons, Kamalpuram
Job Responsibilities:
 Being a Customer Engineer and Team member in CMS Provided enhanced Facility
management support & Hardware maintenance activities to the offsite customers .
 Installation, Maintenance & Troubleshooting of the Desktops, Printers, Terminals, Print
servers, LAN system equipment such as Switches, Hubs, Fiber Modules, Modems.
 Coordination with local administration for Office Automation and Windows base
application software.
 Updation of latest Antivirus dats, OS patches on all Desktops& Laptops .
 Periodical Preventive Maintenance for all Systems and Network devices along with Printers.
 Maintenance of entire system backup on regular intervals for future retrieval of valuable
information & data .
Personal Details:
Father’s Name : Valeti Satyanarayana
Date of birth : 12-Aug-1969
Sex : Male
Marital Status : Married
Languages Known : Telugu, English & Hindi
Nationality : Indian,
Place: Hyderabad V.SRINIVASA RAO .

6.  Ensure monthly meeting held with Customer and all reporting engineers.
Job Profile : Customer Engineer
Organization: CMS COMPUTERS LTD
Duration : 1st Oct 2003 to 30th Sep 2005
Client : IBilt Project in Unit:APRayons, Kamalpuram
Job Responsibilities:
 Being a Customer Engineer and Team member in CMS Provided enhanced Facility
management support & Hardware maintenance activities to the offsite customers .
 Installation, Maintenance & Troubleshooting of the Desktops, Printers, Terminals, Print
servers, LAN system equipment such as Switches, Hubs, Fiber Modules, Modems.
 Coordination with local administration for Office Automation and Windows base
application software.
 Updation of latest Antivirus dats, OS patches on all Desktops& Laptops .
 Periodical Preventive Maintenance for all Systems and Network devices along with Printers.
 Maintenance of entire system backup on regular intervals for future retrieval of valuable
information & data .
Personal Details:
Father’s Name : Valeti Satyanarayana
Date of birth : 12-Aug-1969
Sex : Male
Marital Status : Married
Languages Known : Telugu, English & Hindi
Nationality : Indian,
Place: Hyderabad V.SRINIVASA RAO .