Edric Mendonca

About Edric Mendonca

Go getter & a delivery leader with a successful record of exceeding expectations. 19+ years of experience with Banking, IT,E-commerce,online AD industry, Mobility Service Desk, Operations & Project Management. I’m currently Leading the Technical Project Services Team for Wintel & VMware Technology, where I am responsible for Technical Project Closures, Project SLA and Revenue creation for the IBM GTS Project services Tower across UK & Ireland. I am responsible to set up new teams across the India/UK & Ireland regions, from resource level to leadership level ( L1,L2,L3,L4 & Architect) Hired & on boarded >150technical resources over the years at IBM. In the Past at IBM I have lead the Operations/Escalations team for a large bank at Ireland which was responsible to ensure there is better customer orientation, minimum turnaround time for escalated tickets & least time taken to resolve Incidents that had major impacts. At Amazon I was managing the AD Policing team for Service Adverting Products on the Amazon website & built a team that was responsible for reviewing the quality & accuracy of ads on the Amazon site. I also worked at Flipkart & led the Pilot of the damage & defect team ( 30 days replacement team) for complete India wherein I am was responsible directly in revenue generation for Flipkart. Prior to Flipkart I started my career at IBM India wherein I was a part of the core 2nd Line technical team which ensured all critical incidents are resolved keeping Net Promoter & Customer Satisfaction in mind.I am also inclined towards to Health & fitness sector & have enjoyed training /mentoring many clients to reach their health goals. I did run manage & run an online website (Value1nutrion) which was into fitness supplementation. Discovering new areas is what makes me go the extra mile & achievement to me is reaching out to new scales with excellence individually or with the support of my team.

Experience

1. Technical Services Manager

   IBM

   Jun 2015 — Present · Pune, IN

   Leading a team of Wintels/AD & Vmware engineers who remotely support the IT Infrastructure for 10+ clients based out of IBM’s client innovation centers in India across UKI geography Managing projects, requests & customers keeping quality/process in mind on elevating/upgrading IT platform services like Antivirus upgrade, windows patching, Server Builds, Server upgrades, OS upgradtion, P2V migration & Server Decommission for UK & Ireland customers in Banking, Telecommunication, Media & Advertising,Logistics & Supply Manufacturing. Created a process for all accounts to improve better delivery & resolution with a strategic method keeping customer contract in mind-Successfully met & sustained the SLA’s on Projects & change implementation with greater than 95% success rate with efficient governance modelsCreated a high-performance IT Wintel team with new structure, process, and training program with an objective to improve the skill level for all the engineers throughout the year.

Education

• Poona College

  Bachelor of Commerce (B.Com.), Business Administration, Management and Operations

  2006 — 2009

Skills

• Team Management
• E-Commerce
• New Business Development
• Vendor Management
• Operations Management
• Process Improvement
• Market Research
• Business Process Improvement
• Service Desk
• Microsoft Excel
• Talent Acquisition
• Service-Level Agreements (Sla)
• Process Excellence
• Employee Engagement
• Call Centers
• Customer Relationship Management (Crm)
• Microsoft Office
• IT Service Management
• Resource Management
• Sla
• Crm
• Itil
• Telecommunications
• Merchant Services
• Service Delivery
• Business Analysis