ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.

0 - CMS–LMS-KMS
Looking for SENIOR level Assignments in IT Operations (ITSM / Technical/Helpdesk Support/ in an
organization of repute preferably in IT sectors.

Accolade Section
We can’t imagine a support Lead better then Lall Ashok to handle TriVium - NEC support relationship.
JIM DeSisto – DIRECTOR OF TECHNICAL SERVICES – NEC UNIFIED COMMUNICATION AMERICA

Lall Ashok is a very detail oriented manager and is an excellent people's person. Technically he is well versed with
technologies and trends and is always a step ahead in the planning phase. He has helped streamline the process he
led, much to the delight of his sub-ordinates, peers and superiors. As a person he is a very humble human. Wishing
him all the best in his future endeavors.-
UMESH RAMAKRISHNA- ACCOUNT MANAGER @ TRIVIUM SYSTEM, BANGALORE

Ashok knows support processes in depth and puts 100 percent in his work. His traits are: - always ready to help, good
at presentation skill, caring attitude towards customers and a very structured approach towards a problem resolution.
He has analyzed various tools for our company and has recommended good tools to improve the productivity. –
SRIRAM BALASUBRAMANIUM – REPORTING MANAGER @ SPIKESOURCE

Ashok is one of the most talented, kind and always ready to help Technical Guy I have worked with in Oracle
Helpdesk. Many a times, I have issued related to my laptop, finance application and MS office tool, he always had a
solution to the issue. During one of the Q3 close he worked day and night to help me and my Boss Chris Jang to
resolve issues so that Q3 closure can be easy. I owe a big thanks to Ashok for all his help. He is definitely an asset for
any organization.” CAZUIN DIN EXECUTIVE ASSISTANT, ORACLE, SINGAPORE.

Dear Ashok, Thank you for all your hard work in getting everything set up for the new office. Your efforts have made
this transition so smooth for all of us in terms of connectivity so we can continue working without any disruption –
your efforts and dedication are appreciated by all of us. –NANDINI SETHURAMAN – HEAD OF MARKETING M&S INDIA

 WORK RATIO - ITSM 65 % - PMP 35 %

 ITIL V3 Foundation Certified
 Trained on Project Management and Planning (PMP) 35 Contact Hours from Astrowix.
 Microsoft Certified Professional on Windows 2K installation and configuration.
 Trained on CCNA at Oracle internal Skill enhancement program.
 Trained on Databases – MSSQL , MYSQL and PGRESQL
 Trained on Call management Interaction with PBX like Avaya, Cisco CM and Nortal.
 Trained on Red Hut Linux– 033-133 from Linux Learning center, Bangalore
 Trained on Web 2.0 Technologies, CMS and LMS - Drupal, Moodle, Wordpress, Movable Type, WIKI
Mania, PHP MyFAQ, Help Center Live & Secure Cart – LAMP and WISA
 Certificate in Business communication (BEC-2) -from University of Cambridge, LES

A Technocrat with 8 years’ of experience in ITSM and Project Management.

CORE COMPETENCIES

IT Infrastructure Management ITIL – V3| IT Service Design | IT Service Transition | IT Operations | IT Project
Management |IT Helpdesk Management | IT Application Support – WISA – LAMP | Vendor Management | Network
Solutions | Desktop Management – Best Practices | Team Management | Client Management – UK , US and ASIA |
Telecom Application Management – Avaya , Nortel , NEC | Database Administration – MS SQL| Windows Server
Administration | Contact Center Exposure| Training and Development | Knowledge & Content Management.

ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS
ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS

Lall Ashok Shahdeo

Mobile/Home – 96501 97706/ 0124 - 4117 854
Email - ashok.shahdeo@gmail.com
Total Work Experience – 8 + Years
Current CTC – 9.75L /Annum - Expected – As Per The Company Policy.
Willing to Relocate in a Short Notice – Yes - Locations– (1) Bangalore (2) Hyderabad (3) Chennai
Linkedin Profile - http://www.linkedin.com/in/lallashok
Check Out my Blog - http://www.successinsupport.wordpress.com
Passport and USA Visa Status - Yes (Approved) – B1 – Business Visa
Notice Period – One Month

Key Skill Summary - Windows – Linux, Windows Server- 2000, 2003 & 2008 - LAN/WAN – WEB 2.0,
Content Management, Call Management and Recording, SMDR Analysis. Testing, Management, Technical
Writing, Six Sigma, ITIL, BPO, Call Center. Help Desk / Service Desk / BPO - Operation Management - Client
Management - Distributor Network Management.

Following are the best fit areas of job opportunity for me: - Manager/Lead: - Helpdesk or Desktop
Support, IT Helpdesk Application or Hardware Support, KPO/BPO – Lead or Manager, Service Lifecycle
Manager or Lead ITSM Lead or Manager, IT Manager- IT Director.

Company – Infinite Computer Solution (Period 11/03/09 – till now)

Designation – Project Lead - http://www.Infinite.com
Currently @ Client Location – Marks and Spencer Reliance –Gurgoan
Serving as IT MANAGER for their India IT Operations - www.marksandspencerindia.com

Infinite Computer Solutions is a leading global provider of IT services, infrastructure management

services and intellectual property (IP) leveraged solutions. Infinite has a solid focus on telecommunication,
manufacturing and healthcare industries, backed by a proven record of accomplishment and domain
alliances, to develop innovative solutions for our clients.

Marks & Spencer Reliance India Pvt Ltd is a Joint Venture between Marks & Spencer plc, UK and Reliance
Retail, part of the Reliance Industries Group. The Joint Venture has been formed with the goal of establishing
Marks & Spencer as a major retail brand in India.

1) MPLS VPN Connectivity for SAP Solution: - I am managing one of the biggest Infrastructure
transitions in the history of India retail industry from a legacy Infrastructure to MPLS VPN cloud
based Infrastructure on combination of Fibre, Copper and RF leased line connectivity. I provide
inputs on the RFI/ RFP, LLD and HLD. Vendors management like Cable and Wireless and CIBER UK is
one of my core responsibilities. The project plan also includes :-

2) Centralized Patch Management

3) Centralized Switch Management
4) Centralized Anti Virus Management
5) Centralized Desktop Management
6) Support Helpdesk - Orion , SAP and Network
7) Centralized Knowledge Base Management System
8) Central Ticketing System
9) Centralized Active Directory

ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS
ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS

10) Centralized DNS

Work achieved till now:-

11) Virus free MNS Network – Installed dedicated Anti-Virus Server with Kasperasky and cleaned more
than 400 thousand viruses from MNS network.
12) Implemented WIFI Network based on CISCO 1242 Aeronet Series on a Signal boosted Model.
13) Secure File Storage – On Proliant G380 Server with RAID Array and Incremental enabled. Data gets
replicated on 2 hard drives at the same time and an incremental backup is taken every night.
14) Patch and Update Management: - Implemented Windows System Update for Automatic Windows
System update.
15) Vendor Management – I have created a pool of more than 50 Big and Small Vendors ( TATA
TELESERVICES, AIRTEL, ORANGE , SIFY , IBM,DELL, in the field of IT Infrastructure and Point of Sale
Presence ( AGS Infotech, POS Solution) Based on my recommendation IT Budget of approx 50 lakhs
in last 6 months have been approved.
16) Relationship Matters: - I have been able to establish a very professional and friendly relationship
with Head of Marketing, HR, Merchandising and Finance, employees @ MNS India, Project
Management SAP and International Network Implementation Team in the UK. Locally, I have been
able to establish relationship with Reliance Industry Network operation Team and Procurement
Team.
17) Coordinating with Marketing for Loyalty Program, MNS India Website Launch and
Promotional Email Campaign: - Working with marketing team for the Launch of Loyalty program,
MNS India Website Launch and Email Campaign. Currently, contract for Loyalty and Website launch
contract is given to a company called Innoviti Bangalore and Magnon Solution Delhi. Under
Promotional email campaign; Marketing will be sending promotional campaign email to thousands
of MNS customers. We are trying to tie up with Google for Google Apps technology.
18) Successfully implemented office Move with close coordination from 6 different vendors: -
Successfully implemented office Move with Zero Production Downtime. Shut Down Network on
Friday 4.30 PM 19/6 /09 and Network up on Sunday 21/6/09 1.30 PM. Link from multiple location
was reestablished.
19) Coordinating with SAP Implementation Team from UK (CIBER AND MNS UK) :- Coordinating
with SAP implementation team UK for SAP Network Infrastructure Arranged 6 Players to bid for
MPLS cloud and Managed Services – TATA , AIRTEL, SIFY , ORANGE , C&W and TULIP.
20) ORION Database Migration: - Successfully coordinated Orion DATABSE Migration from Planet
Retail to MNS Head Office.

New Responsibilities and Projects -

21) Second Level escalation point for all Store Level issues. I manage all store level IT issues with
Store IT Service provider.
22) Procurement: - I am in charge of all IT Procurement at MNS stores, WH and Head Office.
23) Email and Collaboration System Based on Google Technology: - implemented state of the art
Google apps collaborations suites with large online email storage, Google Docs – Online Version of
MS Office with shared Collaboration, shared Calendar and Google Video.
24) Secured FTP Server – Working on creating an in-house Secured FTP server as a part of the SAP
requirements.
25) ITIL Processes and Polices – Working on creation of Standard ITILV3 processes and policies.
26) Video Conferencing: - Implanted Video Conferencing solution based on Polycom and Audi flex.

ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS
ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS

Company – SpikeSource Inc India (Period 11/04/08 – till now)

Designation – Sr. Support Engineer (Lead Role) - http://www.spikesource.com

SpikSource’s Mission is to make the world’s software trustworthy by providing the SpikeSource Solutions
Factory™ .SpikeSource Solutions Factory is the industry’s most advanced automated platform for
assembling, testing, packaging, and updating software. Please visit – http://www.spikesource.com for more
info.

Job Description: -
ITSM – Operations Management
 Discussions with the Tech and Platform teams to integrate cross-team SLA’s with Support.
 Configuration and Availability Management.
 Leave Management.
 Attrition Management.
 Shift rotation planning based on 24x7
 Succession planning.

ITSM – Transition Management

 Meetings with the Product Management team to gather user experiences cases.
 Meetings with the Support team US to formalize support processes for the India Support Team.
 Regular Meetings with NEC China for Support Related issues.

ITSM – Transition Management - Release and Deployment

 Conducted i18 testing on http://certification.intel.com
 Prepared test plans, test scripts with Java J Meter.
 Manual Sanity and Regression Testing on SpikeSource Suite 2.0 Products.
 http://www.reuters.com/article/pressRelease/idUS121073+04-Apr-2008+BW20080404
 Worked with the testing team to do sanity and i18n testing during pre launch of a product.
 Worked with the Technical Writing Team to audit from a user perspective.

ITSM – Continual Service Improvement

 Consistently brain-storming for process improvements.
 Attend customer meetings to gather user experience feedback and new feature requests.
 Used 5 WAY methods during brainstorming sessions to improve the quality of Knowledge base.
 Building customer Support Survey Model to track CSAT/DSAT Matrix and WTR Ratio.

ITSM – Disaster Management

 Backup and Recovery plan
 Back Up Servers
 NFS and Remote File Storage.

Project Management
 SpikeSource Support Knowledge Base Management using OTRS.
 Implementation of Centric CRM for customer database management.
 Customer Satisfaction Model- Tools and Strategies. Open source applications as a cost management
tool.
 Achieving Key Performance Indicators through establishing Critical Success Factors.

ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS
ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS

Team Management

 Through Tuckman’s Model managed a support team for APAC, US & EMEA customers.
 Conducting Team Meeting, One on One Meeting and Performance Appraisal Meetings.

ITSM - Application and Technical Management

 Installation, configuration and maintenance of Suite 2.0 (CMS) worldwide accounts – SpikeSource
Suite 2.0 consist of a combined build of Movable Type 4.2, Social Text 3.0, and Newsgator ES.
Support scope includes installation, configuration, maintenance and training of all suite two
components.
 Installation, configuration and maintenance Servlet Stack for NEC China – Stack is combined build
like WAMP (Windows, Apace, MY SQL and Python) LAMP (Linux, Apace, MY SQL and Python) - WAPJ
(Windows, Apache, Python and Java)
 Installed and configured Drupal using WAPJ and LAPJ.
 Installed and configured Centric CRM on WAMJ.
 Handholding Solution factory customer during the entire certification process.
 Managing customer remotely based on incident by taking accounts ownership.
 Setting up in-house environment for testing Suite 2.0 and Servelet Stacks on Windows and Linux.

Achievements: -

 Enhanced Suite Two and Servelet Stack document by making it customer centric.
 Suggested Druid Unified Communication server for Communication management Solution.
 Presented documents on Service Delivery Model, Customer CSAT/DSAT and SLA.
 Got appreciation from my Manager and Director for process understanding.

Company – TriVium Software India Pvt Ltd (Period 14/07/06 – 27/03/08) -

Designation- Lead, Product Support Engineering - http://www.triviumsys.com

TriVium Systems based in HQ in Oregon, USA pioneers itself in Call Management and Recording
Solution. We’ve award wining products like Call Analyst Enterprise Server and Sonic View. We capture
CDR/SMDR data from a PBX to the MSSQL database and provide our user simple to use Web based reports
and recordings to cater their Call Management Needs.

ITSM – Operations Management – (Managed a Team of 10)

 Configuration and Availability Management.
 Leave Management.
 Attrition Management.
 Succession planning.
 Backup and Recovery plan
 Audit Adherences
 Shift rotation planning based on 24x7

Supplier and Contract Management

 Root Cause Analysis to scale the root cause of a support issue and create FAQ for better quality
 Tied Up with WebEx for high end remote access technology & better brand image for TriVium.
https://www.triviumsys.webex.com is the result of co-branding.
 Coordinated with YUGMA for reliable and cost effective meeting solution.

ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS
ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS

ITSM – Transition Management

Regular meeting with TriVium Clients like NEC US and 3COM NBX as a part of the client management for
support issues and future projects. Meetings with Distributor / Dealers for support escalation.

 Meetings with the Product Management team to gather user experiences cases.
 Meetings with the Support team US to formalize support processes for the India Support Team
 Discussions with the Tech and Platform teams to integrate cross-team SLA’s with Support.

ITSM – Transition Management - Release and Deployment

 Hands on Testing experience for release and deployment Conducted Manual Testing Sanity and
Regression on Call Analyst telecommunication and Networking Products.

ITSM – Continual Service Improvement

 Consistently brain-storming for process improvements and new technology integration to
development team.
 Used 5 WAY method and ISO: 9001 during brainstorming sessions to improve customer
communication.
 Revamped TriVium Dealer/End user training methodology for understanding of complex product
related technical concepts with Audio visual Training Material.

Project Management
 Coordinating http://www.triviumsupport.com–A complete Training/KB/ Certification/ File
Management and Registration portal for Dealers and internal Support Engineers using Open
Source software like Joomla, PHP MYFAQ and Moodle.
 Building customer Support Survey Model to track CSAT/DSAT Matrix and WTR Ratio
 Implementation of Sugar CRM for customer database management.
 Service Life Cycle Based on ITIL Foundation guidelines
 Open source applications and 5 WAY method for cost management.
 Achieving Key Performance Indicators through establishing Critical Success Factors.
 Helped in implementation of Level 1 Data for TriVium System using APC whitepaper.

Team Management
 Through Tuckman’s Model managed a support team in TriVium for US customers.
 Conducting Team, One on One and Performance Appraisal Meetings.

ITSM - Application and Technical Management

 Product Implementation and Configuration. Installation and configuration of MS SQL, Network
Clients, and Web reporting Module using IIS, .Net 2.0 Framework. Implementation also includes
complex school district installation having 200 separate school location with Database and Web
Server in a separate location. Configuration of phone system with Call Accounting System using
AVAYA IP PBX and AVAYA ACM. Installation of Analogue and Digital Call Recording Sonic View Range
of product.
 Installation and Configuration of MSXML 6.0 for MSSQL Express Edition database configuration. CDR
data Analysis and configuration of various call reports with automatic scheduling. TCP/IP Address
and Port configuration to enable router for Port forwarding.
 Conducting Connectivity tests through tools like Ethereal and Serial Port Configuration.
 Creating lab environment to simulate various call scenarios to port for new phone system.

ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS
ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS

ITSM - Knowledge Management

 Collaborated Application note with Client 3 COM NBX --

http://open.3com.com/tcom/resources/solutions/TriViumSystemsInc/CallAnalystCSVCDR/appNot
es/TriViumSystemsInc-CallAnalystCSVCDR-
AppNotes.pdf;jsessionid=868A35AD7EE810229B8714E2D76CAA86

 Brain child of http://www.triviumsupport.com , a complete TriVium University – Knowledge

Management and FAQ Portal.

Achievements
 Established a new Team both in US and India from Ground Zero with complete Process and Quality
Life Cycle Management. The new Tem achieved 98% if CSAT Score of within one year of its
inception.
 Collaborated Technical Product document for Client 3 COM NBX in Collaboration with Ciaran –
Product Manager from 3 COM. This document is approved by 3COM for their 3COM open Vendor
portal for compatible products. You can find the details of this document in the following link or Do a
Google Search – Lall Ashok Shahdeo – 3COM
http://open.3com.com/tcom/resources/solutions/TriViumSystemsInc/CallAnalystCSVCDR/appNot
es/TriViumSystemsInc-CallAnalystCSVCDR-
AppNotes.pdf;jsessionid=868A35AD7EE810229B8714E2D76CAA86
 Deployed OTRS as an HELPDESK Ticket Tracking System using Open Source apps like MYSQL
and APACHE.
 Client relationship with NEC and 3COM flourished with various new processes deployed.

Oracle India Pvt Ltd - Period 16/12/04 – 08/03/06 –

Designation- Technical Analyst – www.oracle.com

Job Description:-
Technical Troubleshooting: - IC Role: - ITSM - Incident Management – IT Help Desk

First level Ticket Handling through incident management. Handling various SLA’s and cross team
escalation. Maintaining and troubleshooting Desktop, VPN relates issues. Troubleshooting issues related to
network, (wired and wireless) Windows and Oracle applications including proxy setting, TCP/IP, Cisco
System VPN, ARRAY VPN and iPass connectivity solutions. Installation and configuration
of Corporate Norton and McAfee Anti-Virus Solutions. Troubleshooting and Maintenance of Desktops and
Laptops. Issue with Mail Client like Outlook. 1st level Windows server maintenance. User Account Unlock,
new user Account creation and suspension.

Troubleshooting 3G communication devices like Smart phones, PDA, Blackberry, 3G Mobile & email
technologies (including Oracle’s own collabsuite application and messaging software. Performing upgrades,
maintenance and relocation of desktop hardware, software and print devices.

Achievements:-

I have enriched Oracle Global IT Helpdesk knowledge base by finding solution for various issues on
windows. My solutions are proudly now a part of Oracle Global IT Helpdesk knowledge base which is
followed by analyst in Oracle Global IT Helpdesk globally. I have got maximum number of employee
compliments, regards and gifts for customer service.

ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS
ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS

Wipro BPO Services India Pvt Ltd - Period 10/11/2003 – 10/7/2004

Designation - Technical Support Associate - http://www.wipro.com

Job Description: - IC Role: - ITSM - Incident Management – Support Service Desk

Direct support for installation, configuration and maintenance of windows 2000 and Windows XP. Direct
support for Desktop hardware and Applications. Troubleshooting Dial up and DSL connectivity issues.
Configuration of Dial up and DSL Modems. Configuration of AOL Mail Client. Configuration and maintenance
of Windows AOL connectivity services.

IEnergizer Inc - Period 07/11/01 - 07/11/03

Designation - Customer Service Executive - http://www.ienergizer.com

Job Description - IC Role: - ITSM - Incident Management – Support Service Desk

Direct support for installation, configuration and maintenance of windows 2000 and Windows XP.
Configuring & Troubleshooting Microsoft Outlook express mail client for POP3. Installation and
configuration of desktop Windows OS. Implementation, upgradation and Troubleshooting of Norton
Corporate Anti Virus;

Academics

1997-1999 - 2 - years full time PGDBM (Equvalent to MBA) in Marketing from IISM.
1993-1997 – B.A in Humanities (Creative English) Utkal University, Bhubeneshwar.

I certify that all the information given is updated & true to the best of my concern.

Lall Ashok Shahdeo

ITIL V3 Foundation & MicroSoft Certified –RHCE-CCNA & PMP Trained–Web 2.0 - CMS–LMS-KMS