1. CURRICULUM VITAE
V. Srinivasa Rao E-Mail_ID: valetils@gmail.com
Flat No:401, Mobile:9000666972,
Mac Heights Apartments,
Bandari layout,Nizampet Village,
HYDERABAD – 500085.
Objective:
Seeking a senior management position in a progressive organization, which will allow me to
contribute the value of my diverse managerial and business skills while offering me a challenging
environment of opportunity and growth.
Profile:
Having more than 11 years of experience and expertise on onsite and offsite service delivery
operations with in-house and remote teams.
Having 4+ years of Team lead experience and 7 years of multiple Projects management work
experience in Customer facing roles.
Managed multiple Projects having team size varying from 50 – 70+ resources.
Exhibited proven ability to independently set up technical team operations from scratch.
Ability to execute complex projects/programs on time and within budget.
Expertise on ITIL service delivery process.
Outstanding leadership skills along with strong inter personal skills, verbal and
Written communication skills.
Possess strong client facing skills and delivery focused and Proficient in managing
multiple cross-functional teams/projects.
Academic Qualification:
Diploma in Electronics and Communication Engineering from State Board of Technical Education
& Training , A.P.
Professional Certifications:
Diploma in Systems Management from NIIT.
Participation Certificate on features of Soloris 10 Operating System.
ITIL Foundation Certification from AXELOS.
2. Proficiency & Skills On :
Installation & Troubleshooting of various types of Operating systems Win98/2008,Unix
(Sun-Solaris 8, Red Hat Linux6.2 ) and Novel Netware 3.12.
Maintaining & Trouble shooting of all Types of printers from Dot Matrix to Laser along
with Line Printers.
Installation & Maintenance of LAN/WAN networks devices like Modems, Hubs, Switches
and Routers.
Configuration & Maintenance of Servers of Sun Ultra I ,HP ML 350 & IBM Infinity X-
225/346 Series.
Implementation of ITIL based service processes for effective and efficient service delivery.
Experience :
Job Profile : Area Delivery Manager
Organization: CMS info systems Pvt. Ltd ,
Duration : 1st Apr 2014 to 30th Sep 2014
Job Responsibilities:
Responsible for FMS / AMC Service Support for the multi accounts of AP and Pan India.
Leading a team of 70+ engineers ..
Periodic review meetings with the customers assigned to ensure service quality levels are as
per the SLA.
Handle customer escalations effectively and ensure timely closure.
Follow up with help desk TRC and Stores, whenever required to ensure timely closure of the
calls as per the SLA.
Call Analysis(No.& Type), Call performance analysis(Response and resolution time) and
Service improvement plan.
Monthly Customer feedback thru ‘ Customer satisfaction Review and action plan on CSR.
Spare planning for Site Stock for Assigned Customers as per customer inventory and
functioning details.
Work in Co-ordination with customer to increase Revenue by offering new services /
product to customer.
Periodic review meeting with the subordinates to handle their issues and grievances and
escalate the matters to seniors if required.
Up gradation of skill sets of the subordinates and ensure they undergo trainings for achieving
better productivity and growth path.
Ensure retention of subordinates by job rotation ,appraisals and confirmation on time.
3. Reducing service costs by analyzing ,designing and implementing the adequate process as
per the CMS policy and objectives.
Implementation of Information technology service management standards and ensure to get
the services delivered & improved.
Performing root cause analysis for fixing the problems and measuring the services by using
KPIs for effective and efficient service delivery.
Job Profile : Sr. Territory Manager
Organization: CMS info systems Pvt. Ltd ,
Duration : 1st Oct 2008 to 31st Mar 2014
Job Responsibilities:
Responsible for FMS / AMC Service Support for the major clients of entire state of AP.
Leading a team of 70+ engineers.
Periodic review meetings with the customers assigned to ensure service quality levels are as
per the SLA.
Handle customer escalations effectively and ensure timely closure.
Follow up with help desk TRC and Stores, whenever required to ensure timely closure of the
calls as per the SLA.
Call Analysis(No.& Type), Call performance analysis(Response and resolution time) and
Service improvement plan.
Monthly Customer feedback thru ‘ Customer satisfaction Review and action plan on CSR.
Spare planning for Site Stock for Assigned Customers as per customer inventory and
functioning details.
Work in Co-ordination with customer to increase Revenue by offering new services /
product to customer.
Periodic review meeting with the subordinates to handle their issues and grievances and
escalate the matters to seniors if required.
Up gradation of skill sets of the subordinates and ensure they undergo trainings for achieving
better productivity and growth path.
Ensure retention of subordinates by job rotation ,appraisals and confirmation on time.
Job Profile : Territory Manager
Organization: CMS COMPUTERS LTD,
Duration : 1st Oct 2007 to 30th Sep 2008
Job Responsibilities:
Responsible for FMS / AMC Service Support for the Territory of Hyderabad and Telangana.
Leading a team of 40+ engineers spread across the region with Customers.
4. Periodic review meetings with the customers assigned to ensure service quality levels are as
per the SLA.
Handle customer escalations effectively and ensure timely closure.
Follow up with help desk TRC and Stores, whenever required to ensure timely closure of the
calls as per the SLA.
Call Analysis(No.& Type), Call performance analysis(Response and resolution time) and
Service improvement plan.
Monthly Customer feedback thru ‘ Customer satisfaction Review and action plan on CSR.
Spare planning for Site Stock for Assigned Customers as per customer inventory and
functioning details.
Periodic review meeting with the subordinates to handle their issues and grievances and
escalate the matters to seniors if required.
Up gradation of skill sets of the subordinates and ensure they undergo trainings for achieving
better productivity and growth path.
Ensure retention of subordinates by job rotation ,appraisals and confirmation on time.
Job Profile : Sr. Customer Engineer
Organization: CMS COMPUTERS LTD,
Duration : 1st Oct 2005 to 30th Sep 2007
Client : IBilt Project in Unit:APRayons, Kamalpuram
Job Responsibilities:
Being a Team facilitator & Sr.Customer Engineer in CMS Provided enhanced
Facility management support & Hardware maintenance activities to the offsite customers .
Maintenance of the Servers, Network Devices , Desktops, Printers and Mail system.
Administration & Maintenance of Sun Ultra 1 server and IBM Net infinity servers.
Ensuring Call closure with in specified agreed SLA.
Spare planning for site stock and spare transaction.
Handling call escalations and giving technical assistance to engineers for effective call
closure.
Preparation of MIS reports for reviewing with customers. Achievement of target % of quality
calls closed per month 90% without spares and 75% with spares.
CSR Survey for measuring the quality of services and making needful changes in the
delivery of services.
Verification & Updating Physical Inventory of all IT equipments and preparation of report.
5. Ensure monthly meeting held with Customer and all reporting engineers.
Job Profile : Customer Engineer
Organization: CMS COMPUTERS LTD
Duration : 1st Oct 2003 to 30th Sep 2005
Client : IBilt Project in Unit:APRayons, Kamalpuram
Job Responsibilities:
Being a Customer Engineer and Team member in CMS Provided enhanced Facility
management support & Hardware maintenance activities to the offsite customers .
Installation, Maintenance & Troubleshooting of the Desktops, Printers, Terminals, Print
servers, LAN system equipment such as Switches, Hubs, Fiber Modules, Modems.
Coordination with local administration for Office Automation and Windows base
application software.
Updation of latest Antivirus dats, OS patches on all Desktops& Laptops .
Periodical Preventive Maintenance for all Systems and Network devices along with Printers.
Maintenance of entire system backup on regular intervals for future retrieval of valuable
information & data .
Personal Details:
Father’s Name : Valeti Satyanarayana
Date of birth : 12-Aug-1969
Sex : Male
Marital Status : Married
Languages Known : Telugu, English & Hindi
Nationality : Indian,
Place: Hyderabad V.SRINIVASA RAO .
6. Ensure monthly meeting held with Customer and all reporting engineers.
Job Profile : Customer Engineer
Organization: CMS COMPUTERS LTD
Duration : 1st Oct 2003 to 30th Sep 2005
Client : IBilt Project in Unit:APRayons, Kamalpuram
Job Responsibilities:
Being a Customer Engineer and Team member in CMS Provided enhanced Facility
management support & Hardware maintenance activities to the offsite customers .
Installation, Maintenance & Troubleshooting of the Desktops, Printers, Terminals, Print
servers, LAN system equipment such as Switches, Hubs, Fiber Modules, Modems.
Coordination with local administration for Office Automation and Windows base
application software.
Updation of latest Antivirus dats, OS patches on all Desktops& Laptops .
Periodical Preventive Maintenance for all Systems and Network devices along with Printers.
Maintenance of entire system backup on regular intervals for future retrieval of valuable
information & data .
Personal Details:
Father’s Name : Valeti Satyanarayana
Date of birth : 12-Aug-1969
Sex : Male
Marital Status : Married
Languages Known : Telugu, English & Hindi
Nationality : Indian,
Place: Hyderabad V.SRINIVASA RAO .