Travel, Playing Pickle Ball, Hiking and Cooking
Shyam Kasini
IT Service Management, Leadership & Delivery
Summary
Experienced leader with a proven track record of successfully leading teams and achieving results. Demonstrates strong leadership, planning, and organizational skills honed throughout a successful career. Equips employees to handle daily functions and meet customer needs independently. Excels as a diligent trainer and mentor, utilizing exceptional management abilities and a results-driven approach to drive team performance and deliver outstanding outcomes.
Overview
20
20
years of professional experience
8
8
Certificates
4
4
Languages
9
9
years of post-secondary education
Work History
IT Service Delivery Architect
Arhaus LLC.
10.2022 - 11.2024
- Managing day-to-day governance and delivery of IT Service Management (ITSM) processes, including Change Management, Problem Management, Incident Management, and Major Incident Management.
- Management of the service to the end Customer, act as a point of escalation for co-ordination, resolution and intervention across service management operations. Facilitating additional services e.g. Advisory days, Root Cause Analysis investigations, etc.
- Ensuring the purpose and approach of ITSM is communicated and understood within the IT Service Delivery teams, Senior Management and end Customer. Including coaching Service Desk, NOC and support team colleagues as required.
- Establishing, maintaining and reporting on key performance indicators (KPIs). managing service levels, ensuring regular service reporting, trend spotting and pro-active problem management
- Working with the ITSM & Operations, Service Delivery teams, business partners, compliance and audit teams to ensure continual service improvements (CSIP), to meet the expectations of business partners.
- Champion best practice within organization by delivering training and knowledge to existing and new members.
- Being an interface for service introduction for new services or product releases with project and transition resources.
- Manage Hypercare and seamless transition to normal BAU operations.
- Providing regular input into improving the Service Management processes and toolset.
- Assisting with the development and delivery of training and documentation related to ITSM processes.
- Ensuring change, releases and patching follow Change Control and are planned, accessed and communicated in advance.
- Delivered the new ways and the development of new processes, as ITSM matures.
- Working as part of the ITSM & Operations to provide 24x7 coverage for Major Incidents including communication,
- leadership, co-ordination etc. across business partners and teams. This includes being part of the escalation process and escalating to senior managers as required.
- Service Now & Fresh Service Application management, administration and support for entire enterprise.
- Conducted team meetings to resolve technical and project issues and review project schedules.
- Maintained strong communication with clients throughout the design process to ensure alignment between their vision and the final product.
- Applied creative problem-solving skills to address unique challenges in the architectural design process.
- Collaborated with clients to develop customized architectural solutions, meeting their unique needs and preferences.
- Communicated with vendors and contractors to incorporate input into project designs.
- Developed comprehensive project documentation, including site plans, elevations, sections, and details for clear communication of design intent.
- Coordinated with cross-functional teams to improve structure sustainability and design.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Controlled costs to keep business operating within budget and increase profits.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
IT Security Consultant
Cinergy Tech - Client IHG
05.2022 - 10.2022
- Increased employee awareness of cybersecurity best practices by developing and delivering training programs.
- Achieved cost savings for clients by identifying areas for improvement in existing cybersecurity infrastructure.
- Works closely with the resource manager, vendor, business analysts, and subject matter experts on the various system support teams.
- Manages IT security activities resulting from IHG regulatory audits and inspections
- Reduced cyber threats by implementing robust security frameworks and incident response plans.
- Strengthened business continuity by creating disaster recovery plans in the event of a cyber attack or breach.
Group Operations Manager
HCL America Inc.
05.2012 - 05.2022
- Managed and lead teams of field service, workstation environment as main lead a diverse set of resources and act as the main point of contact for technical issues impacting our workstation environment.
- Responsible for ensuring the ITIL processes are followed and practiced across the organization using ServiceNow.
- Responsible for running the CAB/ECAB meetings and ensured the problem management process is followed with 5 ‘why's.
- Responsible for communication and notification to IT support groups/Executive leadership of status of high severity issues and complex changes.
- Responsible and ensure to team should generate required MIS reports (scheduled and need basis) using native tools and Service Now
- Prioritized team goals & objectives for exceptional customer service.
- Planned the implementation and migration of system upgrades, workstation roll-outs, network/server upgrades, conference devices and other IT devices.
- Lead teams on day-to-day support activities related hardware/software and suppliers/ vendors management.
- Defined IT Asset management process for day-to-day for the team.
- Formed, managed and lead a team of NOC as a first line of defense when for all carrier, network, systems and application service degradation and outages. Implemented automation of most NOC activities
- Managed and lead daily/weekly/monthly cadence with business leaders, IT & Engineering teams in order to develop and improve on issue resolutions.
- Centralized the all-IT related documents around SOP, RCA and workflow.
- Accurately assess impact of any incidents on the business and to produce a clear and well written documentation.
- Reviews change tickets to ensure compliance with change management policy and ensured all Infrastructure changes are executed smoothly.
- Coordinated with ISPs during Network Outages and periodically updating the management & ensuring SLAs are met.
- Analyzing customer survey reports and identify service improvement initiatives.
- Budgeting IT cost for support IT activities and contribute to service improvement and cost reduction.
- Successful implementation of multiple projects of Desktop, desk phone, servers, network and A/V setups and other IT infrastructure devices
- Reduced operational costs by identifying areas of inefficiency and implementing cost-saving measures.
- Empowered employees by promoting a culture of continuous learning, resulting in enhanced skill sets among staff members.
- Implemented innovative strategies for continuous process improvements, resulting in increased customer satisfaction.
- Facilitated cross-functional collaboration between departments for more effective problem-solving and innovation.
- Enhanced team productivity by providing ongoing training and support to staff members.
- Introduced new technologies to streamline workflows, increasing overall team efficiency and effectiveness.
- Streamlined group operations by implementing efficient processes and procedures.
Tech Analysis-Analyst
Dell International Service Pvt. Ltd
02.2006 - 08.2011
- Solution provided for Headset & Adaptor users which leads to save $3 million
- Created of LD codes for users across Dell Indian sites- saving $170K /annum
- Solution provided for emergency communication system for elevators resulting to save $30K
- DC Movement from Temp facility to permanent facility. Chennai Manufacture & Pune Development Unit - Telecom Set up
- EOL Desktop, Laptop & IP Phones Replacement and Video Conference Set up & Installation
Education
Executive MBA - Artificial Intelligence, Cloud Computing
National Institute of Business Management
Kerala, India 01.2022 - 12.2023
Advance Diploma in Leadership & Management - Organizational Leadership, Management
Shaw Academy
Ireland 01.2018 - 12.2018
Master of Computer Applications - Computer And Information Sciences
BIHER University
Chennai, India 07.2002 - 05.2005
Bachelor of Computer Applications - Computer And Information Sciences
Osmania University
Hyderabad, India 06.1998 - 07.2001
Skills
Over 20 years’ experience of leading and managing globally diverse support teams
Over 15 years of experience to support end user workstations, field and service desk operations on different OS platforms
Hands-on experience with ServiceNow & Fresh Service ITSM, ITOM, Incident Management,Major Incident Management,Change Management,Problem Management,Request Management,Service Catalog,Knowledge Management,Performance Analytics,Virtual Agent
Over 10 years of hands-on experience in leading technical Teams (Server/Network/Telecommunication/ Audio/Video)
Experience building and leading motivated teams for infrastructure projects; Mentored and managed cross-geo teams, ensuring clear goals for on-time delivery for projects
Responsible for leading key MSPs to ensure effective service delivery
Responsible for the efficiency and effectiveness of the incident, problem and change management processes and procedures
IT Governance, Global Service Delivery & Strategy Planning Risk & Crisis Management, BCRP & DRP
Vendor and 3rd party management (Hardware, Peripherals, ISPs etc)
Having an excellent Customer Service skill on Field Services, Service Desk Operations and End user desk support
Successfully completed IT infra, Network and Telecom migration and support for Insurance Company
Successfully completed IT infra, Network and Telecom support for Financial Services, Logistics
Successfully on going IT infra, End User computing, Field services, Service desk, Deskside support, Network, Security and Telecom support for Health & Life Sciences
Excellent Team Leader with flexible to work and travel in any environment
Accomplishments
● Bravo Zulu and Certificate of Appreciation, FedEx Custom Critical
● Silver Award and Star Performer, HCL
● Dell Silver Award (Individual) for saving 3 million US Dollars
● One Dell Cross Functional Award for saving $170k
● Dell On the Spot Award- Successfully movement of Data Center
● Striker @ Dell- Flawless migration of Telecom servers
● Striker @ Dell- Top performance in closing no. of IT Incidents & Change incidents
● Striker @ Dell- Flawless migration of Dell acquisition of Ocarina
● On the Spot- For flawless service & support for Executive Leadership Team
● Webhelp -Awarded the Certification of Appreciation
● Webhelp-Certificate of Popularity-2004.
Certification
ITIL Foundation 4
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Server Operating systems - Windows NT 40, Windows 2K/ 2003 /2008/2012 server
End User desk phones-Avaya, Cisco, Analog, Digital, IP/SIP and Wireless
Quote
Your daily life is your temple and your religion.
Kahlil Gibran
Work Preference
Work Type
Full TimeContract WorkLocation Preference
RemoteHybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekLanguages
English
Full Professional
Telugu
Native or Bilingual
Hindi
Native or Bilingual
Tamil
Limited Working
Timeline
ITIL Foundation 4
10-2024
Certified Scrum Master (CSM)
06-2024
IT Service Delivery Architect
Arhaus LLC.
10.2022 - 11.2024
IT Security Consultant
Cinergy Tech - Client IHG
05.2022 - 10.2022
Executive MBA - Artificial Intelligence, Cloud Computing
National Institute of Business Management
01.2022 - 12.2023
AWS Certified Solutions Architect – Associate
11-2021
Advance Diploma in Leadership & Management - Organizational Leadership, Management
Shaw Academy
01.2018 - 12.2018
MS Project 2013
06-2013
ACIS-Avaya
08-2012
Group Operations Manager
HCL America Inc.
05.2012 - 05.2022
CCNA – Collaboration - Data
06-2008
Microsoft Certified Professional
12-2006
CompTIA A+ (Essential & IT Technician)
07-2006
Tech Analysis-Analyst
Dell International Service Pvt. Ltd
02.2006 - 08.2011
Master of Computer Applications - Computer And Information Sciences
BIHER University
07.2002 - 05.2005
Bachelor of Computer Applications - Computer And Information Sciences
Osmania University
06.1998 - 07.2001