Pavan Palepu

Background

About Pavan Palepu

PROFESSIONAL SUMMARY Multi-talented Service Operations Manager with 13+ years of experience, consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity. SKILLS • Effective leader • Operations Management • Client account management • Employee scheduling • Operational improvement • Team management • Process improvement • Teamwork / Collaboration • Project Management • Key Performance Indicators (KPIs) • Expertise in Reporting • Data Analysis • OS - Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10 • Knowledge in AWS concepts • MS Office ACCOMPLISHMENTS • Supervised team of 70+ staff members from different Teams. • Experience in handling multiple clients. • Managed teams working for different client. • Handling Escalated calls. • Training new hires of floor, conducting OJT. • Used Microsoft Excel to develop issue tracking spreadsheets. • Developed multiple tools for tracking incidents, assets and team member details using the Google Suits (Forms, sites, sheets etc) • Created a intranet portal for the entire support BU to make a one stop solution to all the support team members working with different clients and locations. • Designed dashboards to project the weekly/Monthly performance metrics to the analysts. CERTIFICATIONS • ITIL V3 Foundation • Microsoft Certified Professional - MCP (Active Directory) • Hardware & Networking from Zoom Technologies • GNIIT - Certificate of Honors • Trained on AWS Concepts (Udemy) • Getting trained on AWS Certified Solutions Architect - Associate (Udemy)