Anu Mathew

Anu Mathew 8E, A block, Lake view county apt, Manipal County Road, Singasandra, Bangalore- •- CAREER SUMMARY Anu is an experienced people manager with over 9 years of rich experience within the Enterprise Support environment. Armed with ITIL V3 and Basic Blue for IBM Leaders' Certification, she has been actively engaged in providing continual service improvement recommendations like Right to Left Projects, Globalisation merger Projects to meet future demand of business. Anu has been recognised for her various contributions to the organisation. She has been given the Q1 Award of Excellence across the EMEA accounts for her valuable contributions to the AstraZeneca account. She was also selected for the IBM Road show in UK at all Asteazeneca client sites. She was also selected to transition a Middle East telecom project. She has been able to build good rapport with the client thus enriching the service delivery. PROFESSIONAL EXPERIENCE Technical Services Manager IBM India Pvt Ltd Apr 2012- Apr 2013 ● I was managing a team responsible for monitoring servers of approx 23 EMEA clients from the prestigious Command Centre of IBM. ● People management ● Interaction with various technical teams and project management team for smooth service delivery. ● Prepare team for audit and compliance reviews. ● Identify and execute process improvement projects. ● Participate in the transition of any new accounts ● Client briefing. First line manager IBM India Pvt Ltd Jan 2011- Apr 2012 ● Responsible for managing IT operations ● Ensure customers SLA levels and KPI’s are maintained and achieved as per the standards. Manage and project man power requirement ● Ensure we have an audit compliant environment. In charge of the GDF activities within the teamPool manager, which is an honourable role as per the IBM GDF framework. ● Infrastructure Management as per the client specifications. ● Project Planning. (Customer service improvement plans and Transformational changes) ● Ensure desks follow processes as defined by central services ● Participation in Audit and Compliance Review ● Responsible for managing employee retention and identifying talents within the organization. ● Recognise good behaviour and manage problem situations through the performance management system. Team lead (Centralised Technical Team) IBM India Pvt Ltd ● Dispatch tasks to the team thus reducing SLA failures. ● Prepare rota, conduct team huddles, prepare stack rank. ● Prepare team for audit ● Assisting team manager for the various projects ● Does critical workplace SLA analysis ● Handle escalations. Jan 2010-Jan 2011 ● Worked closely with the sending Geo (UK) to strengthen the team in terms of technical knowledge and performance delivery. Remote Deskside Engineer IBM India Pvt Ltd July 2005-Dec 2010 ● Worked as part of the Centralised Technical Team (2nd level), reporting to Team manager, DCS SDM and other onsite counter parts. ● Work on issues passed up from first level analysts. ● Action requests for creating machine names for offshore clients. ● Advertises software packages via SMS. ● Expertise in repairing account profile issues on windows 2000. ● Responsible for creating and updating the knowledge base. ● Trains new members of the team and follow up on their performance. ● Prepare analysis on tickets unresolved by the team and SLA failures on weekly basis. ● Gives feedback and train the front office analysts on new issues. Tier 2 - Escalation Engineer Sykes Enterprises India PVt Ltd June 2003- Feb 2005 ● Reporting to Team Manager and Product Leads at Microsoft ● Do product research with Microsoft Product Leads. ● Identify training needs for the team based on escalation and consulting data. ● Accepts ownership of cases, customer, and issue passed up from Support Professional. ● Achieves 50% case closure same day escalated. ● Focuses on driving customer satisfaction towards a goal of 70% ● Monitoring calls and giving feedback. ● Attending call calibration. ● Attend new product training, participate in bug bashes as conducted by Microsoft. ● Invest in self study to master new products. ACHIEVEMENTS & RECOGNITIONS ● Received recognition award for transition of AstraZeneca to ITD GD India, and achieving 100% SLA. ● Received the Best of IBM Q1 award 2012 across all EMEA accounts for my valuable contribution in Astra Zeneca. ● Selected for the Road Show conducted by IBM at client sites (AstraZeneca UK) ● Received several awards of recognition for individual outstanding effort that has assured adherence to IBM's core business values. ● Received Excellent Customer Satisfaction award from Microsoft. CERTIFICATIONS ● PMP short course certified from Charles Sturt University ● Interviewing IBM way certified ● ITIL V3 ● Basic Blue for IBM Leaders ● Risk Management ● Certification in Fish Philosophy ● Microsoft Certified Professional (Windows 2000) ● Microsoft Certified Desktop Support Technician EDUCATION Bachelor Of Engineering Malnad College of Engineering ● Specialised in Instrumentation Technology - References Available upon request.