Summary
Overview
Work History
Education
Skills
Certification
CAREER NOTES
Timeline
Generic

CHANDRASHEKAR NAICKER

Atlanta,GA

Summary

Highly accomplished, results-driven technology professional with 30 years of rich experience and proven ability to direct successful technology and business operations. Special expertise in implementation and delivery of service management, process improvement, and productivity enhancement. Adept at delivering solutions that contribute to business growth. Experienced at leading top-performing teams in the design and implementation of IT infrastructures, overseeing transitions and change, and managing outsourcing.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Account Delivery Head

Wipro Technologies, USA
10.2016 - Current
  • As Account delivery head I am responsible for end-end customer engagement as per the contract signed with the customer, this includes:
  • Adherence of Service Levels per the MSA.
  • Driving automation and transformation initiatives to enhance service efficiency.
  • Conducting periodic performance management reviews Daily, weekly, Monthly
  • Conducting quarterly business reviews with senior leadership teams of both organizations.
  • Conducting performance reviews for the teams and ensuring desires resourcing levels are adhered to – Hiring and firing of people.
  • Ensuring desired financial discipline.
  • Areas of operations:
  • Customer #1(USA): Client is a leading Healthcare provider in the US. The engagement involved.
  • Managing Servicedesk operations covering IT incidents and business application support thru Tier 1 and Tier 1.5 support.
  • The client has undergone a divesture due demergers and Wipro was responsible for separating the service desk operations.
  • Manage End-User-Compute-Engineering services covering Application packaging and Patch management.
  • Team size – 150+
  • Customer #2 (USA): Client is a leading Healthcare Medical devices manufacturer in the world. The engagement involved Managing End user fields support operations spread across 126 countries. It was the first time outsourcing for the customer and I as involved in the transitioning and running the steady state operations.
  • Team Size: 250+
  • Customer #3(USA): Client is a leading Energy & Utilities provider in the US. The engagement involved
  • Managing Servicedesk operations covering IT incidents and business application support thru Tier 1 and Tier 1.5 support.
  • Successfully transitioning the ServiceDesk operations from US to Manila
  • Manage End-User-Compute-Engineering services covering Application packaging and Patch management.
  • Managing End user fields support operations spread across the United States.
  • Managing Datacenter operations covering Systems (Windows, UNIX &Linux platform, Database & Storage management, Mainframe support.
  • Managing execution of Infrastructure projects
  • Managing SOC operations, Security Infrastructure support, Vulnerability management including SOX compliance.
  • Team Size: 350+
  • Customer #4(India): Client is a global outsourcing service provider. The engagement involved
  • Managing Servicedesk operations covering IT incidents and business application support thru Tier 1 and Tier 1.5 support.
  • Remote support desk
  • Manage End-User-Compute-Engineering services covering Application packaging and Patch management.
  • Managing End user fields support operations spread across the 50+ locations in India, USA, UK and Philippines.
  • Managing Datacenter operations covering Systems (Windows, UNIX &Linux platform, Database & Storage management, Mainframe support.
  • Managing SOC operations covering security infra support, VAPT, Patch management.
  • Team Size: 350+

Founder & Director

Qprosys Global Services Pvt. Ltd.
05.2012 - 02.2014
  • This was my Entrepreneurial attempt to setup a service organization of my own. Started with an intention to build a service enterprise. In the 2yrs of operation I setup three service lines covering contact center solutions, Technology consulting, HR services started with head hunting and fulfilment with a vision to expand in other areas of HR, Event Management and business intelligence.

Freelance Consulting -Technology & operations
06.2011 - 03.2012
  • Helped small and medium organizations to setup/streamline Technology infrastructure and build operations practices. I engaged with three companies during this period.
  • Wyzmindz – A Bangalore based company focused in Analytics and business intelligence with a strong focus on work force management and quality. I helped them design & setup the Technology infrastructure and operations platform.
  • Selfinity Solutions – A Bangalore based outsourcing company. My engagement with them was on the following lines:
  • - Setup a stable and reliable call center platform
  • - Design their network and IT infrastructure
  • - Reduce technology operating cost by re-negotiating with various Technology & Telecom vendors.
  • - Help operations team to build SOPs to improve operational efficiency
  • Ikontel – Company involved in open source-based software development for mobile platforms and telecom companies. I helped them setup their call center business that had a capacity of handling 100 concurrent agents. Also build the SOPs for their operations team

Senior Vice President, Technology & Outsourcing

TRANSGENEZ SOLUTIONS & ENGINEERING
01.2010 - 05.2011
  • Direct all business and technology programs for $2.5M company specializing in outsourced sales, customer service, and online education for clients in US, UK, and India. Designed policies and procedures for this startup organization. Defined business strategy. Developed relationships with vendors and service providers. Administered budgets.
  • Setup scalable Technology infrastructure to cater to 500 people organization
  • Effective use of technology to build automation platforms resulting in improved business output.
  • Built business from $216,000 to $2.4M in 1 year, through client acquisition and retention.
  • Increased sales 40% by implementing business intelligence tools to enhance productivity.
  • Grew staff from 40 to 400 to keep pace with business expansion.
  • Led development and implementation of scalable technology infrastructure and processes.

Vice President of Technology

NIRVANA BUSINESS SOLUTIONS
01.2007 - 01.2009
  • Managed technology and operations for $3M company that provides outsourcing space for outbound telemarketing in UK, US, and Australia.
  • Reduced monthly IT spend by over 40% by migrating data center from US to India Evaluated and implemented new technologies to support business growth.
  • Negotiated SLAs with service providers and ensured 100% adherence to SLAs. Implemented metrics and standards. Monitored revenue target achievement. Designed IT policies and procedures.
  • Increased efficiency through automation.
  • Turned company around from revenue-losing operation to profitable business.
  • Improved productivity by developing online MIS system for operations team, with dashboards.

Business Head, Managed Services

APARA ENTERPRISE SOLUTIONS
01.2006 - 01.2007
  • Conceived, Developed, implemented, and oversaw strategy and business plan for company’s movement into managed services. Designed entire service offering, focusing on network, security, and storage areas. Led transition of company from product-oriented to service-oriented model.
  • Built program into profitable business within first year, exceeding Y1 revenue goals.
  • Established Remote Management Center to manage security and storage infrastructures for global clients.

AVP of Technology

NIRVANA BUSINESS SOLUTIONS
01.2004 - 01.2006
  • Managed daily IT operations for $3M provider of outsourced tele-sales space in US, UK, and Australia. Maintained IT infrastructure.
  • Supported business by meeting or exceeding all infrastructure availability goals.
  • Streamlined IT operations through implementation of ITIL-based processes.
  • Reduced costs and increased efficiency through automation of procedures.
  • Enhanced productivity through cross-training of technical personnel.
  • Reduced technology costs 15% and enhanced productivity through cross-training of technical personnel. Additionally increased staff retention through employee motivation programs.

Education

Associate of Science - Electrical, Electronics And Communications Engineering

MEI Polytechnic
Bangalore, India

Skills

  • ITIL~ IT Operations ~ Managed Services ~ IT Infrastructure Design, Project & Program Management ~ Strategic Planning ~ Cost & Budget Control ~ Standardization ~ Process Optimization~ Call Center Operations ~ Customer Care ~ Quality ~ Outsourcing ~ Organizational Development ~ Staffing & Training
  • Sales support

Certification

  • BS15000 Lead Implementer
  • ITIL V2 certified professional
  • Six Sigma DMAIC training
  • AT&T SYSTIMAX certified Engineer
  • Checkpoint trained

CAREER NOTES

Previously held positions of BS15000 Lead Implementer, Project Director, Sr. Program Manager, Program Manager, and Project Manager at MICROLAND (1996-2004). Designed, planned, scheduled, and managed complex technology and ITIL initiatives.

Timeline

Account Delivery Head

Wipro Technologies, USA
10.2016 - Current

Founder & Director

Qprosys Global Services Pvt. Ltd.
05.2012 - 02.2014

Freelance Consulting -Technology & operations
06.2011 - 03.2012

Senior Vice President, Technology & Outsourcing

TRANSGENEZ SOLUTIONS & ENGINEERING
01.2010 - 05.2011

Vice President of Technology

NIRVANA BUSINESS SOLUTIONS
01.2007 - 01.2009

Business Head, Managed Services

APARA ENTERPRISE SOLUTIONS
01.2006 - 01.2007

AVP of Technology

NIRVANA BUSINESS SOLUTIONS
01.2004 - 01.2006

Associate of Science - Electrical, Electronics And Communications Engineering

MEI Polytechnic

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