Scribd
Upload
37 views3 pages

Raj CV2022

Sai Raj Mishra is an IT professional with nearly 9 years of experience in IT service management, incident management, and project management across various sectors including healthcare and tech support. He has worked extensively with Azure and has held positions at Mindtree Ltd., Techno Soft Global, Dell International Services, and Tech Mahindra, where he managed incidents, client relations, and team performance. His technical skills include cloud technologies, ITIL certification, and proficiency in monitoring tools and operating systems.

Uploaded by

srinu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
37 views3 pages

Raj CV2022

Sai Raj Mishra is an IT professional with nearly 9 years of experience in IT service management, incident management, and project management across various sectors including healthcare and tech support. He has worked extensively with Azure and has held positions at Mindtree Ltd., Techno Soft Global, Dell International Services, and Tech Mahindra, where he managed incidents, client relations, and team performance. His technical skills include cloud technologies, ITIL certification, and proficiency in monitoring tools and operating systems.

Uploaded by

srinu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 3

Sai Raj Mishra

Mobile: +91-8978428977
E-mail: raj_mishra38@yahoo.com

Profile Summary

• Offering nearly 9 years of success in IT Service, Incident Management, Revenue/Profit Growth,


Project Management, Client & Stakeholder Management across Sales, Health care, Tech
Support – Customer Service.
• Worked on Azure on both environments, On-Prem and cloud-based platforms.
• Work with business unit managers to understand project scope, suggest possible alternatives
and document each step of the design
• Responsible for driving communication with external and internal clients at multiple level in
various projects, which helped to better understand those in leadership positions when making
decisions about the transitions between functions and business.
• Experience in operations management such as KPI management, SLA (service level
agreement), volume management, Team utilization, quality and training, CSAT (customer
satisfaction), resolution and closing rate and RCA (root cause analysis), Headcount and
prognosis.
• Building effective teams to deliver performance/business results by acting as an interface
between the team and the wider organization.
• A keen performer with capacity to excel through combination of capability, creativity,
interpersonal skills and commitment levels.

Core Competencies

IT Service Delivery Management Vendor Operations Business Analysis

Incident Management

SLA Management Project Management Strategic Planning

Process Improvement Client Relationship Management

Team Building & Leadership

Mindtree Ltd. (FEB 2018 – Till date)

Senior Engineer

Key Result Areas:

Project 1:Major Incident Management Team (ICM) (current)


• Monitoring ICM’s upon the SLA’s
• Handling escalation from clients and bridging it with the project managers.
• Routing the Incidents to the concern technical teams
• Assigning incidents to engineers depending upon the issue created by internal users.
• Creating reports using reporting Tools and conducting a thorough analysis of SLA misses
Project 2: SKU Services Team
• Data center infrastructure mapping on application and data servers.
• Encoding raw data derived from the VM to build rack sku’s in the Data center on SQL based
platform.
• Testing and uploading encoded files for engineers to assembly servers and racks at the Data
center.
• Represent status report on periodic basis (weekly & monthly)

Project 3: SOC (Skype for business) Team


• Migration of skype for business users to Microsoft Teams.
• Have set up monitoring alerts on environment over SCOM
• Manually creating failovers on controlled environment by shutting the VM’s down.

Project 4: Azure subscription and billing management (ASMS)


• Handled Azure incident and problem management with regards to user subscription and
scalability.
• Handing cost analysis queries with regards to the user utilization and subscription renewal.
• Performing & analyzing the assessment of the team members for identifying areas of
improvement and providing feedback & coaching
• Planning, formulating & implementing solutions for addressing business needs & improving
Customer and Partner Experience (CPE)

Techno soft Global private solutions (JAN 2017 – JAN 2018)

Tech Support Engineer

• Handled Microsoft internal user queries related to all MSFT application such as Outlook, Skype for
business, OneDrive, OneNote etc., (per SLAs, metrics, KPIs) within their immediate sphere of
control.
• Manage quality/process related aspects of the project.
• Knowledge Transition to the new team members.
• Work allocation and guidance to technical team members.
• Actively involved with incident and problem management activities
• Knowledge base article creation

Dell International Services (JUN 2014 – JAN 2016)

Resolution Expert

• Customer care expert for a pilot process (Canada)


• Handled queries related to order status, tracking and delivering.
• Extensive support, processing refunds and order details on a 24x7 production over the phone
• Build positive trust relationships to influence sales of the products in the decision-making process.
• Keep accurate records and documentation for reporting and feedback.
• Pursue continuous learning and professional development and stay up to date with the latest Dell
products.

Tech Mahindra (AUG 2012 – JUN 2014)

Technical support Associate

• Worked as Tech support Executive for Verizon (US based ISP)


• Handling calls from the consumers related to the queries for Internet connection.
• Troubleshooting modems, routers and computers to find the issue and restore connection.
• Assigning field technicians at user premise.
• Running tests on servers to check active connection, physical damage and or slow speed
connectivity.
• Conducting refresher training sessions for bottom performer’s agents so that they are at power with
other team members.
• Expert Team player, result oriented & fast learner.
• Excellent communication, presentation skills and leadership qualities.
• Handling escalation call.
• Assisting customers at expert level

Technical Skills

• Cloud Technologies: Microsoft Azure, AWS


• ITIL Certified
• Monitoring Tools: SCOM
• Operating System: Windows, Linux
• Microsoft Office Tools: Word, Excel and PowerPoint

Academic Qualification

Bachelor of research in commerce with computers, All India Institute of trade and commerce,
Hyderabad, India

Personal Details

Language known: English, Hindi and Telugu


Address: H. No: 21-7-774, opp. High Court post office, Ghansi Bazar, Hyderabad, TL India 500002

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy