1. Sashi Manohar
E-mail: sashimr@gmail.com/ Phone: 9790722202
C2, RGL Dream Bungalow – Phase 3, Mugalivakkam, Chennai - 600125.
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Summary
10+ Years experienced “ACCOUNT DELIVERY MANAGER” with a well-earned reputation for
strong workethic,approachabilityandconsistentcommitmenttoteamleadershipandinnovationwitha proven
track record of successful program management, solid financial performance, ITIL based service management,
transition and transformation services.
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Skillset
 8 years’ experience in IT Support and management with recognized strengths in Account Management,
Incident Management, Operations Management, IT Asset Management and People Management
Function
 Sound Knowledge on ITIL based Service Management, Service Desk Operations and Service Level
Management
 Strong Leadership/ Management Skills
 Hands-on experience working in various ITSM tools including Remedy, Service Now and Summus
 In-depth knowledge on Service Desk Operations Cost and Cost Control
 Proficient in all areas of vendor management, including the application of basic financial and accounting
practices
 Escalation and Turnaround Management
 Coaching/ Team Building & Resource Management
 Experienced in using statistical decision making tools like Pareto Analysis, Fish Bone Diagram, and
SWOT Analysis etc.
 Experienced in driving Lean Project as a part of Service Improvement
 Accounts receivables management
 Managing billings and collections
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Employment History
NCR Corporation India Pvt Ltd June-2015 till Date
Services Account Manager
Managing Service Delivery of reputed global clients with an install base of 15000+assets across PAN
India that generates a gross annual revenue of 6 Million US Dollars. Responsible for ensuring a high level of
customer delight with all Services and works to maximize services revenue and profitability within assigned
accounts

2.  Effectively managing daily business interaction as the primary and key contact for customers over a
contracted service management framework valued at $7M annually
 Creating and implementing a robust governance framework and effectively manage program
budgets where all cost and profitability targets are date delivered
 Responsible for advising the support operations organization and is responsible for lifecycle
management issues such as the identification and documentation of all account-specific service call
handling procedures, escalation procedures, spare parts requirements, security procedures and any
other special policies and procedures necessary to perform the services function
 Manage all client communications, conflictresolution, and compliance issues
 Responsible for analyzing and presenting standard monthly service reports to the customer, provide
Critical Care Call escalations and implement action plans
 Evaluate on-going effectiveness of Parts Plan with Logistics Analyst and provide recommendation
for improvement
 Ensure the Account Support Plan is updated as required
 Communicate the Scope of Service to the customer and explain any Out-of-Scope services rendered
to the customer
 Review quality of customers help desk and coordinate additional training and/or process changes if
necessary
 Represent account-specific performance and match to SLA requirements for compliance
 Deploy knowledge management strategy for one or more centers, disciplines or geographic locations
and Adapt global tools and techniques to local needs
 Evaluate risk, costs, resource requirements, schedules and submit delivery opinions and
recommendations to the team for discussion during Bid and Contract progressions
 Responsible for ensuring that the AMC Contracts are renewed within the specific TAT
 Responsible for ensuring that the AMC Revenue is booked as against the forecast and ensure that
AMC / Consumables/Product are collected within the contractually agreed timelines
 Responsible for sales contract negotiations with the customer and provide value adds at the time of
RFP creation and submission to the customer

3. Dell International Services Pvt Ltd Feb-2012 to June-2015
Delivery Management Sr. Analyst (Manager – Operations)
Managing Service Delivery Teams of two global Clients consisting of 40 FTEs, 4 Team Leads and 2
Analysts performing Level 1 and Level 2 Remote Support through phone and chat for PC's and laptops, mobile
devices, and custom applications and an asset admin team performing asset and inventory management to a
reputedclient with65000+assetsacrossfive countriesinAPAC.CurrentlyengagedinanOperationalTransition
of a global client which will consist of 50+ FTEs, 7 SMEs and 6 Analysts. Managing a dedicated CSI team which
acts as a point of innovation for various service improvement plans across the delivery center
ROLES AND RESPONSIBILITIES: -
As an Incident Manager
 Responsible for theeffective implementationoftheprocess "ServiceDeskandIncidentManagement”
and to carry out the respective reporting procedure.
 Plan, coordinate and monitor performance of helpdesk support, guaranteeing compliance with
established service level agreements
 Represent the first stage of escalation on Incidents, should these not be resolvable within the agreed
Service Levels.
 Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of
interruptions.
 Responsible to ensure Priority 1 & 2 SLA's are met. Ensure proper management of P3 & P4 queries/
monitoring.
 Coordinating Incident Bridge calls for quick and prompt resolutions
 Conduct Weekly and Monthly Internal and Client Calls
 Manage the development and implementation of standards, processes, and systems required to
deliver high quality and consistent support.
 Manage the implementation of methodologies that continuously improve first call resolution,
customer perceptions and foster strong client relationships.
 Assess department performance through various statistical and reporting methodologies. Develop
processes tomonitortrendsbased oncustomercalls,issues, queries andrecommendwaystoimprove
the quality of technical service as well as reducing repeat incidents.
 Escalate issues as needed and maintain communication with customer and technical teams. Utilize
Service Now (Remedy Tool) to record and track issues.
As a Service Desk Manager
 Providing guidance to subordinates on company goals and policy
 Monitoring staff to ensure prompt resolution to all client queries
 Oversee recruitment, training andperformance appraisals for associates
 Defining KPIs for Associates and Supervisors in line with the project requirements
 Conducting weekly performance review with Service Desk Supervisors
 Conducting 360 review for Service Desk Supervisors

4.  Conducting monthly skip meetings and provide feedback to People Managers
 Act as a point of contact for any staff escalations
As a Remote IT AssetManager
 Responsible for complete Life Cycle(IMAC-D) management of 60000+ IT Hardware assets spread
across Asia Pacific Region
 Responsible for maintaining records and databases containing information regarding licenses,
warranties, and service agreements for the companies IT Hardware Assets.
 Review requisitions in ERP system and ensures accuracy of entry and budget coding. Work with
vendors to ensure that product specifications are accurate and available for purchase.
 Coordinate Corporate Asset Management efforts and advise upper management on ITAM Best
Practices and recommended corporate policies for Asset Management
 Document IT asset management processes and streamline IT asset inventory library to ensure
compliance and provide ROI for inventory tools
 Collaborate with management to define cost savings, asset compliances and service improvements
 Analyze purchasing effectiveness and resolve purchasing issues
As a CSI Manager
 Identifying and prioritizing improvement opportunities to senior management together with the
service owner
 Identifying monitoring requirements together with the Service Operations Team
 Ensuring that the proper monitoring tools are installed
 Creating SIPs together with the Service Desk Supervisors
 Capturing baseline data to measure improvement against it
 Defining and reporting upon CSFs, KPIs and activity metrics
 Making knowledge management an integral part of the daily routine
 Evaluating analyzed data.
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Dell International Services Pvt Ltd
Client Technical Support Specialist (Delivery Mgmt Analyst)
Managing a Service Desk performing Level 2 Remote Support through phone and chat for PC's and
laptops, mobile devices, and custom applications and a team performing asset and inventory management to a
reputed client with 25000+ Assets across five countries in S-ASIA region

5.  Manage, lead, and mentored staff of IT Support Specialists.
 Administer support ticket tracking system
 Managing resources to meet daily delivery schedules
 Ensure that staff has the necessary resources, training to perform their responsibilities
 Manage IT projects such as technology roll-outs, training, system management tools and asset
management improvements
 Review aspects for improvement with own practices and processes and ensure that communication
takes place across the whole area of responsibility
 Identify and implement improvements to the Service Desk incident logging system in order to
provide a more effective and efficient service to customers
 Formulating effective strategies to increase performance
 Using fact-based analyses to identify problems
 Participate in Key Client Meetings
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Sutherland Global Services Pvt Ltd Dec-2008 — Oct-2010
Subject Matter Expert (Team Leader)
 Managed a 20-member Help-Desk that provides technical support to end users primarily through
inbound calls.
 The support team provides support to the all Dell Consumers across North American Region and
Canada region.
 Managing the day–to-day planning, operation and problem-solving of a team of agents to meet with
the required service level components, standards and sales targets
 Developing the team to ensure delivery of a consistently superior customer experience by highly
knowledgeable and customer-focused agents
 Delivery of team sales, service level components, quality and productivity targets & indicators
 Call monitoring, coaching and feedback, responsibility for delivery of the defined customer
experience in every call.
 Contribute for the initial hiring and selecting process of the front line.
 Compiling reports on team’s performance and customer feedback.
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Sutherland Global Services Pvt Ltd Aug-2006 – Dec 2008
Technical/Sr. Technical Support Executive (Resolution Expert)
 To provide front line support and fix for all technical issue over the phone.
 Analyzing and resolving unresolved queries that was left by the front line tech support executives
 Calling back the customers with the solution and resolving the issue

6.  Escalate the unresolved cases to technical team for a resolution and to provide feedback to the Team
about the resolution of the issue
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Education
Diploma in Electrical & Electronics Engineering Mar-1999 — Apr-2002
Sri Ramakrishna Mission Vidyalaya – Coimbatore
(Affiliated to All India Council of Technical Education)