1. Karthik Koppolu
Email: karthik.161084@rediffmail.com
:+ 91 7337464240
___________________________________________________________________
OBJECTIVE:
A challenging and respectable position in IT as Sr.Service Manager for Service
delivery operations. Where I can deploy and use my technical, academic knowledge and
experience in the best possible method.
SUMMARY:
• 10+ Years of Professional Experience in Service delivery operations / Project
Management
• Quick learner and excellent team player, ability to meet tight deadlines and works under
pressure.
• To facilitate the delivery of the Solution Maturing phase of the project by managing the
development and approval of Server Solutions Organization detailed/matured Technical
Solution Document ready for the Implementation phase of the project
• To develop detailed implementation plans using MS Project ( or Account Specified tool)
to enable delivery of the Technical Solution Document
• To conduct Project Definition Workshops with all the stakeholders and produce the
written report - the Project Definition Report.

2. • To work with the Delivery Integration Team to ensure that all relevant Teams within the
Co. and alliance teams are engaged to deliver the service at Implementation
• Responsible for remote coordination of infrastructure implementation/integration
• Estimate initial project cost and timing with the help of project team members of different
Geography’s or customers as desired.
• To engage and manage technical resources to deliver the project plan
• Acquire budget approval to all Project Costs - hardware & software spend, resource
costs, floor space, licenses etc..
EDUCATIONAL QUALIFICATIONS:
B.sc–AVN Collage, Vishakhapatnam
July2006
Affiliated to Andhra University, Visakhapatnam.
Specialization: Mathematics, statistics, computer science,
Intermediate –, Vizag
Jun2003
Specialization: MPC

3. 10
th
(SSC) – MGM High school, Tirupati -May 2001
PROFESSIONAL EXPERIENCE:
 Worked as a Customer support Engineer for Maha Electronics Pvt Ltd on
behalf of Hewlett Packard Sales India Pvt Ltd from Feb” 2006 to 2008.
 Worked as a Branch Manager for Service Delivery operations and END to END
Branch operations and Project Management in Maha Electronics Pvt Ltd on
behalf of Hewlett Packard Sales India Pvt Ltd from Feb” 2008 to May”2012
 Worked as a Branch Head for Service Delivery in Tax Soft Marketing Pvt.Ltd
From Jun”2012 to Dec”2012.
 Worked as a Sr.Manager – Services Delivery and Service Sales operation in
Sara Infoway ITES Pvt.Ltd from Jan”2013 to March”2014.
 Worked as a Sr.Manager for Service Delivery and Service Sales and Project
Management at DIGITAL WORLD From April”2014 to Dec”2016
 Working as a Circle Project Manager (CPM) in FOURTH DIMENSION
SOLUTIONS LIMITED from Jan’’2017 to Present.

4. Responsibilities:
 The person should have one complete implementation of the project through all stages.
 Managing Team size of 40-50 persons placed across all the South India locations. Daily
driving them to address all service complaints with in SLA.
 Client's advocate into Service Delivery. Understanding the Client's requirements,
business opportunities, and delivery impacts. Well aware of the Client's support team
structure, contacts, and processes
 Managing daily operations and ensuring smooth delivery of the services which are in
scope. Review the Scorecards with service lines on daily basis
 Update and maintain the approved process documents in the database for reference by
self and service lines.
 Interlocking with various service lines to address support issues and concerns
Communication focal point between the DPE (Delivery Project Executive)/Client and
Service Delivery for the information exchange, service inquiry, and service coordination
Single point of contact for the stakeholders during operational issues.
 Maintain the issue / risk tracker & work with relevant stakeholders for mitigation plans
 Develop & share escalation Matrix as appropriate
 Leading Service sales team Size of 10-20 persons to get Service sales business.
 Operate as the lead point of contact for any and all matters specific to your customers ·
 Build and maintain strong, long-lasting customer relationships ·
 Develop a trusted advisor relationship with key customer stakeholders and executive
sponsors.
 Ensure the timely and successful delivery of our solutions according to customer needs
and objectives ·

5.  Communicate clearly the progress of monthly/quarterly initiatives to internal and external
stakeholders ·
 Forecast and track key account metrics, present Delivery reviews and drive teams, GAP
analysis and present support improvement plans, ·
 High on Analytical skills, proficient with working on MS office tools like MS project/Excel
etc, ·
 Identify and grow opportunities within territory and collaborate with sales teams to ensure
growth attainment ·
 Assist with high severity requests or issue escalations as needed.
 To work with different geography teams to deliver the solutions to the different customers.
 To facilitate the delivery of the Solution Maturing phase of the project by managing the
development and approval of Server Solutions Organization detailed/matured Technical
Solution Document ready for the Implementation phase of the project
 To develop detailed implementation plans using MS Project ( or Account Specified tool)
to enable delivery of the Technical Solution Document
 To conduct Project Definition Workshops with all the stakeholders and produce the
written report - the Project Definition Report.
 To work with the Delivery Integration Team to ensure that all relevant Teams within the
Co. and alliance teams are engaged to deliver the service at Implementation
 Responsible for remote coordination of infrastructure implementation/integration
 Estimate initial project cost and timing with the help of project team members of different
Geography’s or customers as desired.
 To engage and manage technical resources to deliver the project plan
 Acquire budget approval to all Project Costs - hardware & software spend, resource
costs, floor space, licenses etc..

6.  creates necessary documents with attention to quality and adheres to the account
specific process requirements
 To deliver the project plan to scope, timescales and budget by tracking all activities
against Plan and all actual costs against budget.
 Identify and manage cost, schedule or scope changes to the projects.
 Follow Account specific Project change review process and submit Project change
requests
 To agree deliverables/milestones and report project progress to the account specific
management in place on the particular project.
 To chair regular Technical Project Review Meetings, Customer facing Meetings (if
required), attend TPD Review Meetings and produce all documentation and minutes as
appropriate.
 To manage risks and issues impacting project deliverables # Maintain all required
documentation in a central repository (Project Control Book and Team Room)
 To escalate relevant issues and risks in accordance to the TPD Project Issue and Risk
Management Procedure and the account specific Process.
 To manage all changes in accordance to the TPD Change Management Process so
preventing the implementation of unauthorized changes and cost exposures.
 Acts as primary interface to the customer, other vendors and alliance personnel
associated with the project
Project Management Skills:
Define the high-level project scoping based on business and compliance requirement, in
order to meet customer’s expectation.
Perform key stakeholder analysis using brainstorming and other data-gathering techniques.
Ensure delivery on-schedule.
Identify and document high-level risks.

7. Update the risk register and issue register by identifying any new risk / issue. Work with
stakeholders to manage the impact of risk on the project.
Develop the project charter by gathering and analyzing stakeholder’s requirement, in order to
document project scope, milestones and deliverables.
Obtain approval for the project charter from the sponsor and customer, to gain commitment
and acceptance for the project.
Create the work breakdown structure with the subject matter expert, in order to manage the
scope of the project.
Develop a communication plan based on the project organization structure and stakeholders,
to manage the flow of project information.
Develop a procurement plan based on project scope and schedule, in order to ensure that the
required project resources are available when required.
Lead and manage a team for Project Planning, Coordination and Delivery in his designated
circle while maintain close Liaison and Coordination with client’s.
Manage project IT/ITS services based e-governance projects and multidisciplinary team
activities.
Track project progress as per agreed SLA, keep all stake holders updated about same.
Establish, balance, and adjust priorities for project delivery.
Ownership of complete communication & coordination with internal teams for
project activities like Logistics and roll out
Responsible for formal Order closure and billing trigger
Timely "interventions and escalation" with team on impediments / risk for
corrective action

8. Assist the team in conducting successful Acceptance Test procedures (ATP) &
signoff on necessary document. Gather necessary feedback from the client &
ensure work is carried out to the maximum satisfaction of the client.
CERTIFICATIONS & TRAININGS:
 Hp Business Notebook Certified Engineer in Year of 2007 ( By HP direct)
 Hp ProLiant server certified engineer in year of 2008 (By HP Direct)
 ITIL Foundation V.03 trained in 2012.
Technical skills:
 12+ Years of Professional Experience in IT Support field
 Assembling, Installation & Trouble-Shooting of Assembled and Branded PCs HP and
COMPAQ Desktops, Laptops, HP Servers Installations & Troubleshooting.
 Installing and Configuring HP Services like ADS, DNS, and DHCP.
 Configuring of Windows NT, Windows 2000 (Win 5.0) as Server & Windows Workstation
& Windows servers Professionals as workstations.
 Troubleshooting HP Network problems in Win NT, 2000 & 2003 environments.
 Configuring Back-Up devices in the HP servers
 Configuring the HP Network Printers
 Troubleshooting the issues with HP Scanners.
 Installation of Software’s & Operating systems like Win95/98/XP/2000/ win7 / Prof
/vista/win8 / Win10.
 Installing, Configuring and Maintenance of MS Outlook.
 Providing HP online assistance to end-users for all technical issues and Assisting team
members in terms of technical support, knowledge transfer and provide other resources
to ensure that the team performs towards high level of customer delight
 Quick learner and excellent team player, ability to meet tight deadlines and works under
pressure.

9. ACHIEVEMENTS:
 Closed 98% of the repair calls within specified SLA time frames.
 Achieved a high degree of customer satisfaction by rendering cost-
effective, quality and timely repair services.
 Handling major customers as ANDHAR BANK & CBEC, BANK OF
BARODA ,BANK OF INDIA, NIC , AMARARAJA BATTERIES & ICICI LIFE
INSURANC, EICL, NSL, NRSC, BISCO-BIO,TIRUMALA MILK, HERITAGE
MILKS, DRL,
 Received letters of appreciation for services of excellence.
 Every month achieved 100% score in customer feedback in HP web /Phone
Servy.
 Achieved every month 100 Points in BFT target.
 Generating revenue in service sales business with minimum of 30 to 40 %
profit to my Employer.
PERSONAL PROFILE:
Date of Birth : 16/10/84
Father's Name : Koppolu Karthik.
Languages Known : English, Hindi, and Telugu
Hobbies : Reading Computer Magazines, Listening music
(Karthik Koppolu)

10. ACHIEVEMENTS:
 Closed 98% of the repair calls within specified SLA time frames.
 Achieved a high degree of customer satisfaction by rendering cost-
effective, quality and timely repair services.
 Handling major customers as ANDHAR BANK & CBEC, BANK OF
BARODA ,BANK OF INDIA, NIC , AMARARAJA BATTERIES & ICICI LIFE
INSURANC, EICL, NSL, NRSC, BISCO-BIO,TIRUMALA MILK, HERITAGE
MILKS, DRL,
 Received letters of appreciation for services of excellence.
 Every month achieved 100% score in customer feedback in HP web /Phone
Servy.
 Achieved every month 100 Points in BFT target.
 Generating revenue in service sales business with minimum of 30 to 40 %
profit to my Employer.
PERSONAL PROFILE:
Date of Birth : 16/10/84
Father's Name : Koppolu Karthik.
Languages Known : English, Hindi, and Telugu
Hobbies : Reading Computer Magazines, Listening music
(Karthik Koppolu)