1. Prajiv V
@ - prajiv007@gmail.com
# - 9566532831 Resume
A competent & results-oriented individual with over 4 years of experience encompassing
Service Delivery, Team Management, Operations Management, ITIL Services & Infrastructure
support. Proficient at managing & leading teams 24X7 for running successful process operations
& experience of developing procedures, service standards for business excellence.
An overall experienceof 4 yearsand 2 months in IT Service Deskanditsrelateddelivery andprocess
functions.
Project:Ford Motor Company
Role Description:ITSDSpecialist– Change/Knowledge Lead
RelevantExperience: 2years 11 months
RESPONSIBILITIES
Change Management
Applya structuredmethodologyandleadchange managementactivities
Assessthe change impact
Complete change managementassessments
Create change managementstrategy
Identify,analyze,prepare riskmitigationtactics
Identifyandmanage anticipatedresistance
Consultandcoach projectteams
Create actionable deliverablesforthe five change managementlevers:communicationsplan,
sponsorroadmap,coachingplan,trainingplan,resistance managementplan.
Supportcommunicationefforts
Supporttrainingefforts
Supportand engage seniorleaders
Coach managersandsupervisors
Supportorganizational designanddefinitionof rolesandresponsibilities
Coordinate effortswithotherspecialists
Integrate change managementactivitiesintoprojectplan
Evaluate andensure userreadiness
Manage stakeholders
Track and reportissues
Define andmeasure successmetricsandmonitorchange progress
CAREER OBJECTIVE
CAREER PROFILE
HCL TECHNOLOGIES
2. Prajiv V
@ - prajiv007@gmail.com
# - 9566532831 Resume
Supportchange managementatthe organizational level,EnterpriseChange Management
Manage the portfolioandchange load
Knowledge Management
Lead the knowledgemanagement team
Maintainthe knowledge base
Followupwithknowledge authorsandownersforcontents
Ensure knowledge articlesare created,drafted,reviewedinanefficientway
Followthe ITILprocessinmaintainingandreviewingthe knowledgebase
Ensure the knowledge isavailableatthe rightplace to the right people atthe righttime
Project:VMware
ProjectDescription: Enterprise supportonVMlicensing
RelevantExperience:8Months
Responsibilities
Deliverserviceandsupporttoend-usersusingphonesoftware,viaremote connectionorover
the Internet.
Interactwithcustomerstoprovide andprocessinformationinresponsetoinquiries,concerns,
and requestsaboutproductsandservices.
Gather customer’sinformationanddetermine the issue byevaluatingandanalyzingthe
symptoms.
Diagnose andresolve technical hardwareandsoftware issuesinvolvingVMware licensing.
Researchrequiredinformationusingavailableresources.
Followstandardprocessesandprocedures.
Identifyandescalate priorityissuesperClientspecifications.
Redirectproblemstoappropriate resource.
Accuratelyprocessandrecordcall transactionsusing salesforce.
Offeralternativesolutionswhere appropriate withthe objective of retainingcustomers’and
clients’ business;
Organize ideasandcommunicate oral messagesappropriate tolistenersandsituations;
Followupandmake scheduledcall backstocustomerswhere necessary;
Stay currentwithsysteminformation,changesandupdates
Project:Verizon/McAfee
CONCENTRIX
SUTHERLAND
3. Prajiv V
@ - prajiv007@gmail.com
# - 9566532831 Resume
Projectdescription: Antivirus support
Relevantexperience:7months
Responsibilities
Respondstophone callsandemail requestsfortechnical support.
Identify,research,andresolve ITtechnical problemsinthe followingareas: McAfee/Verizon,
Virusremoval,Systemslowness,internetconnectivity.
Track and monitorIT technical problemstoensure timelyresolutions.
Developandimplementsolutionsforproblems/opportunitiesdiscoveredinthe enduser
community.
Abilitytocommunicate technical informationinlaymenterms
Able toidentifyissuesandimplementsolutionsindependently
Abilitytomethodicallytroubleshootandimplementsolutionstocomplex problems
Exam / degree Year Name of institute University/board Percentage
B.E Mechanical 2010
Hindustan Collegeof
Engineering and Technology
Anna University 63
XII-State Board 2006 GKD Hr. Secondary School State Board 83.25
X- Matriculation 2004 IHMMHSS Matriculation 86.45
** Basic schoolingfromKGto 9th
completedinBreeksAllIndiaSecondarySchool affiliated toCBSE
syllabus, OOTY
ITIL V3 Foundation
A solid understandingof how people go through a change and the change process
Experience and knowledge of change management principles and methodologies.
Exceptional communication skills –both written and verbal.
Abilitytospeakandwrite clearlyandaccurately
Demonstratedproficiencyintypingandgrammar
Knowledgeof customerservice principlesandpractices
Excellent activelisteningskills.
EDUCATION DETAILS
TECHNICAL QUALIFICATION
KEY SKILLS
4. Prajiv V
@ - prajiv007@gmail.com
# - 9566532831 Resume
Properphone etiquette
Ability to clearly articulatemessages to a variety of audiences.
Ability to establish and maintain strongrelationships.
Ability to influenceothers and move toward a common vision or goal.
Flexibleand adaptable, ableto work in ambiguous situations.
Forward lookingwith a holistic approach.
Organized with a natural inclination for planningstrategy and tactics.
Problem solvingand rootcauseidentification skills.
Able to work effectively at all levels in an organization.
Willingnesstoco-operate withothersandworktothe greatergood
Multi-taskingcapabilities
Rewardedbythe HCL DirectorGiridhar K for ExcellentPerformance fromtransitiontillGOLIVE
Rewardedasthe bestperformer3 timeswithinayearinHCL.
Got excellentperformerratinginthe yearlyappraisal
Recognizedfororganizingteamoutingsandcricketclubswithinthe project.
Father’sname : Venugopal V
Date of birth : 16-03-1989
Sex : Male.
Nationality : Indian
Marital Status : Single
Languagesknown : Read: EnglishTamil Hindi
Write:EnglishTamil Hindi
Speak: English,Tamil, Malayalam
Address : No.13, 5th
mainroad, JeyachandranNagar
Pallikarnai,Chennai 600100
I hereby declare that the above mentioned information is correct up to my knowledge and I bear the
responsibilityforthe correctnessof the above mentionedparticulars.
Place:Chennai
Date: Prajiv V
REWARDS & RECOGNITION
PERSONAL DETAILS
DECLARATION
