Sundeep Kumar

* UNIX/Linux Support

o Proficient user of UNIX/Linux Operating system

o Have received recognition from client for providing commendable support

o Developed & maintained UNIX shell scripts owned by Application Support - Batch Operations team

* Production Support

o Devised best practices within team

o Designed and implemented solutions for repeated tasks by means of automation utilizing UNIX shell scripting

o Successfully developed and implemented procedures for new processes or activity for the team

* Operations Managements

o Preparation & presentation of various weekly and monthly MIS reports pertaining to process & productivity

o Development & maintenance of operations procedures to increase the efficiency; implementing standards and ensuring adherence to quality standards through in-process checks

o Evaluated monthly stack ranking for the department and provide the same to HR department for monthly performance incentive calculation

* Team Management

o Leading, mentoring & monitoring the performance of the team to ensure efficiency in process operations and meeting of individual & group targets

o Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members

* Training & Presentation

o Single point of contact for training the new comers

o Facilitator for Microsoft Excel and PowerPoint training on behalf of Learning and Development team

o Conceptualized and developed an internal website for sharing the updates, lessons learned etc



o Promoted learning about Lean principles within the team

* May ’10 to Present IBM India, Chennai Subject Matter Expert

Key Result Areas

o Develop scripts to automate production services as required



o Management of Rating & Guiding, Charge archiving processes for telecom project

o Management of Billing, End of Day, End of Week, End of Month activities using Maestro scheduling tool

o Provisioning distributor files and loading of credit/debit files and troubleshooting or handling of issues / escalations by customer



o Ensuring timely resolution of disputes w.r.t billing, Credit/Debit, Provisioning related customer queries

o Coordinating with other support teams to ensure availability of services and applications used in telecommunications setup



o Implement procedures and practices within the team supporting telecom project

o Establish and maintain regular communications with business parties regarding billing and other batch related schedules

o Carry out additional tasks as directed by the Service Assurance Manager



o Monitoring performance of systems and applications to ensure system availability and to Perform standard preventative maintenance

o Perform trouble-shooting analysis and to provide resolution of application issues, and escalation if required.



o Performing on-call duties on a rotation basis in support of applications running on UNIX systems, server based applications, and basic system/data infrastructure

Highlights

o Effectively maintained Service delivery without any customer impacting incidents

o Actively conducted Defect Prevention Analysis which has resulted in time saving and head count

o Successfully promoted and influenced the team to learn about Lean Principles; this helped in developing skills and long term reduction of waste and removal of NVA (non value added work)

o Analyzed and recommended various process improvements, which resulted in better productivity



o Handled conflicts independently and initiated implementation of lean management within the team

o Deftly mentored the new & old team members about fulfilling the process knowledge gaps

* Aug’07 to Aug’09 Sitel India Private Limited, Chennai MIS Reporting Analyst



Key Result Areas

o Generate and distribute management reports in accurate and timely manner

o Develops MIS documentation to allow for smooth operations and easy system maintenance



o Provide recommendations to update current MIS to improve reporting efficiency and consistency

o Perform data analysis for generating reports on periodic basis

o Develop MIS system for customer management and internal communication

o Provide strong reporting and analytical information support to management team

o Generate both periodic and ad hoc reports as needed

o Analyze business information to identify process improvements for increasing business efficiency and effectiveness

Highlights

o Maintained Data services for three sites, Chennai, Mumbai and Hyderabad

o Developed VBA Excel macro for formatting of data from raw reports received from the client or downloaded from the Siebel tool

SKILLS

* Installation and administration of Linux Operating System (FreeBSD, Arch Linux, Ubuntu, RHEL)

* Working knowledge of SQL data manipulation language commands, inclusive of PL/SQL commands

* Well versed with LVM commands

* Functional knowledge of Web/Mail server - Apache (httpd), Sendmail, Postfix

* In depth understanding of Network Services: SSH, DNS/BIND, NFS, NIS, Samba, rsync, rdist, DHCP, Telnet, FTP, RHCS/DRBD



* Programming: UNIX Shell Programming (ksh, csh, bash), DOS Batch Scripting, HTML

* Working knowledge of PERL scripting

* Job Scheduling: using crontab, at, Maestro (TWS)

* Have good experience in automation of repeated tasks using Shell scripting

* Miscellaneous: Microsoft Office Suite

* Well versed with UNIX/Linux commands such as vi, tar, gzip gunzip etc...

* Hands on experience in using statistical package - Minitab