Biju Abraham
Trivandrum,Kerala
Summary
I bring over 22 plus years of extensive experience in quality assurance and software testing. The overall expertise lies in leading diverse teams to deliver robust, high-quality software solutions that meet and exceed client expectations. Am proficient at strategic planning, process improvement and implementing best practices in testing. The commitment to fostering innovation and driving continuous improvement has consistently resulted in enhanced operational efficiencies and successful delivery outcomes. With a strong foundation in both manual and automated testing, am passionate about leveraging skills to ensure the highest standards of software quality.
Overview
17
17
years of professional experience
Work History
Global Service Delivery manager
Bandwidth
Rochester
10.2018 - Current
- Coordinating delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms
- Collaborating across global teams in Service Delivery, Sales, Marketing, and CX to prioritize projects, align on service roadmaps, and drive execution of dependent workstreams
- Planning and scheduling activities to ensure completion of projects within defined scopes, timelines and budgetary parameters for optimum resource utilization
- Designing and implementing programs that meet ITBD’s goals of increasing revenue and reducing churn
- Responsible for managing budgets, P&L and risks
- Managing C-level stakeholders and influencing service delivery managers, 300+ infrastructure engineers and technical leads across multiple sites
- Launched vCIO services to MSPs across the US and executed on go-to-market strategies to increase new revenue streams
- Launched, solutions that allowed MSPs to stay nimble in uncertain economic climate while reducing churn
- Leading company-wide wellness program to create a healthier workforce to increase employee engagement and retention
- Identifying and analyzing change impact, assessing organizational readiness, and executing on change management strategies to mitigate risk
- Monitoring customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels
- Regularly delivering progress reports, key findings, and data driven recommendations to leadership
- Creating proper program management documentations and playbooks to enable scale
- Hiring, mentoring, and up-skilling multi geography teams to build an agile remote service delivery teams that can adapt to changing markets
Technical Account Manager
Foundation Capital
Mountain View
10.2016 - 10.2018
- Supported all workstreams related to Helpdesk/NOC implementations
- Defined and created process documentations, workflows, and formal policies based on ITIL standards
- Served as the primary point of contact to drive technical escalations toward timely resolution
- Developed a trusted technical advisor relationship with customers and provided recommendations based on ITBD services to their unique business needs resulting in additional revenue
- Delivered onsite QBRs to review service performance reports, recommendations for achieving desired outcomes, and maximizing ROI
- Provided technical mentorship to NOC teams supporting customers across US
- Deployed and managed windows servers and network devices such as firewalls, switches, storage devices and WAPs
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across multiple time zones
NOC Manager/ System admin
Raytheon Technologies Corp
Louisville
03.2011 - 09.2016
- Supervised a 24x7x365 Network Operation Center (NOC) shift including escalations, ticketing, and communication with all customers
- Continuously improved and developed systems to proactively monitor the infrastructure
- Hired, trained, mentored Level I and Level II engineers
- Managed the troubleshooting of major issues with NOC monitoring tools (Kaseya and automate)
- Managed and coordinated monthly IT infrastructure maintenances
- Active Directory: group policies; user accounts, global groups and distribution lists; etc.
- Network Security: shares; NTFS permissions, local security and server services; etc.
- Performed operating system upgrades and patches SR
Senior Technical Support Associate
Dell International Services
City
11.2007 - 02.2011
- Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems
- Defined and documented technical support best practices for Dell technologies
Education
Bachelor of Science - Computer Applications
LYALLPUR KHALSA COLLEGE
Punjab, India2007
Skills
- P&L Management
- Strategic Planning & Vision
- Team Building & Leadership
- Customer Relationship Management
- Cross-Functional and Multilevel Collaboration
- Service Delivery -ITIL Standards
- Project Management
- Program Development
- Agile Methodologies
- Service & Process Improvements
- Stakeholder Management
- Risk Assessment & Monitoring
Timeline
Global Service Delivery manager
Bandwidth
10.2018 - Current
Technical Account Manager
Foundation Capital
10.2016 - 10.2018
NOC Manager/ System admin
Raytheon Technologies Corp
03.2011 - 09.2016
Senior Technical Support Associate
Dell International Services
11.2007 - 02.2011
Bachelor of Science - Computer Applications
LYALLPUR KHALSA COLLEGE
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