P h o n e + 9 1 7 4 1 1 0 0 0 5 8 7 • E - m a i l p i l l a i r @ h c l . c o m

R A H U L R A J A N P I L L A IObjectiveTo work for an organization which follows transparency and talent development as its priority.

DegreeBCA from Aishwarya College of Education, Jodhpur, Rajasthan

Professional SynopsisCompany Start End Duration (Total 10 Years)HCL Technologies June-2012 Current 4 Years 2 MonthsAccenture December-2010 June-2012 1 year 6 monthsGenpact September-2005 January-2010 4 years 4 months

HCL TechnologiesDesignation – Track Lead

Responsibilities –

Track Lead for Service Desk and Remote Desktop Support Teams.

Implement and Improve KPA’s for staff

Interview candidates

Performance planning, Performance appraisals, Performance management

Roster management, Leave management, Time sheet approval.

Quality Audits

Learning and development assessment and planning, Coaching of staff

Transfer of learning to the workplace.

Daily, Weekly and Monthly SLA reporting

Daily, Weekly and Monthly Operations call, Aging Ticket Calls

Manage service delivery using an evidence informed approach to improve outcomes for clients.

Implement and manage all parts of the client experience

Ensure service related documentation is accurate and kept up-to-date at all times.

Ensure quality of practice meets contractual requirements, legal obligations and organizational policy and procedures.

Coordinate and participate in monitoring, review and auditing processes related to service delivery.

Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services.

Implement relevant and meaningful processes to meet client expectations.

Provide an effective on-call response service, as appropriate, supplemented by appropriately qualified team members as required.

Monitoring of tickets and taking the actions necessary to meet service targets Managing Incidents including

Client satisfaction for Incidents

Managing user escalations for Incidents and user service requests

Initiation of Problem Process for problems identified by Incident Management

Initiation of Issue Process for Issues identified by Incident Management

Ensuring correct execution of Incident Management Processes

Assist the queue managers with the correct rerouting of the misrouted tickets

Participate in incident management meetings

Identify process improvements

Provide incident report to problem management

Ensure their organization is aware of current incident process and adhere to it

Knowledge on Virtualization technologies like Vmware, AWS and Microsoft Azure

AccentureDesignation – Level G

Responsibilities –

Shift Lead for Service Desk

Incident Management

Train new hires and refresher training for vintage staff.

Quality Audits

Knowledge base and Documentation

Monitoring of tickets and taking the actions necessary to meet service targets Managing Incidents including

Client satisfaction for Incidents

Managing user escalations for Incidents and user service requests

Ensure service related documentation is accurate and kept up-to-date at all times.

Implement relevant and meaningful processes to meet client expectations.

Handle local system administrator issue such as Installation and configuration of requested software’s

Install and manage peripheral support devices like printer.

Troubleshoot VMware VDI issues.

Troubleshoot Outlook, Lync and Microsoft Office issues.

Troubleshoot and configure Lotus Notes.

Troubleshoot Network Drive issues.

Troubleshoot SCCM issue on local machines.

Troubleshoot field device and SAP issues.

Troubleshoot Adobe Acrobat and other common desktop applications like Winzip, Flash, Java, etc.

GenpactDesignation – Process Developer

Responsibilities –

Incident Management, Shift Lead, Trainer, Quality Analyst and Tech Support Analyst

Started off the Career as a Technical Support Analyst and later on promoted as a Process Developer.

Train new hires and refresher training for vintage staff.

Quality Audits

Allocate work to the staff

Manage Breaks and Rosters of the team.

Knowledge base and Documentation

Monitoring of tickets and taking the actions necessary to meet service targets Managing Incidents including

Client satisfaction for Incidents

Managing user escalations for Incidents and user service requests

Ensure service related documentation is accurate and kept up-to-date at all times.

Implement relevant and meaningful processes to meet client expectations.

Dell Technical Support

Troubleshoot Operating system and Hardware issues on Dell end user Laptops.

Identify issues, investigate root causes and recommend solutions to reported problems or dispatch the affected hardware parts.

Achievements

Streamlined the procedure for Service Desk, Remote Desktop

Implemented BCP for the tracks

Developed and implemented manuals and run book content for the teams.

Transitioned additional responsibilities for the teams

Was representative for the teams during client visit which caused increased trust on business.

Has implemented many changes which improved the efficiency of teams and got certificates for exceptional service for the same.

Certifications and trainings.

ITIL V3 Foundation Certified.

Test of English for International Communication (TOEIC).

Microsoft office specialist

Lean Certified.

Managing Change, effective time management and stress management.

HobbiesI like watching movies, British and American TV Series, playing computer games.

Personal InformationPassport – Available, US B1 Visa Available.

Date of Birth - 2nd March 1984

Current Address – Flat 304, MSR Daffodils, Basapura, Bangalore 560100.