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Work experience

Asst. Manager-Technical Support

Toshiba India Pvt Ltd
Asst. Manager-Technical Support Executing Strategy and ensuring alignment and accountability as per the Global directives continuously provide the" big picture" strategic perspective in unit decisions and discussions. Technical Delivery management responsibility for SO accounts End User services comprising Desk side support, Service Desk, Remote Infrastructure service delivery for 185, 500 user base. IT Service management based on ITIL best practices. Service Level, Availability, and IT Service Continuity Management. People Management and Leadership Development. Services Practice Management-Service Desk, Incident Mgmt, Problem Mgmt, Service Delivery, Transition Mgmt Responsible for optimal resource planning and deployment to cater to the forecasted workload in such a way that the organization budgeted monthly, quarterly and yearly revenue targets are met Correlating Budgeted, Forecasted, Actual and Billed revenues and identifying measures for increasing profitability and Gross Margins at Business Unit and Organization level. Developing and performing on Competency framework to create a culture of High Performance and professionalism Optimize service delivery through innovation, sharing best practices, Centralization, Consolidation and Standardization of Operating Procedures. Team and Skill building responsibilities included. Responsible of Technical Training to ASP and Engg. on Fields.

Deputy Manager-Service

RT Outsourcing Services
Ltd. Deputy Manager-Service Delivery Role: Implementing service plans/policies for ensuring accomplishment of business goals of Clients like TOSHIBA, LENOVO, NETGEAR, and EMERSON & ACER. Providing immediate service support as per SLA for resolving complaints in compliance with preset guidelines and rules(TAT). Instrumental in After-Sales Service and Spare Parts Support, Repair and Call Centre activities. Proficient at providing service operations; understanding clients' requirements and providing services accordingly. Leading teams to ensure the accomplishment of service deliverables.

Asst. Manager-Customer Support

ViewSonic India Pvt Ltd
Asst. Manager-Customer Support Delivery Role: Spear heading entire array of Service Operations ViewSonic services through ViewSonic Care Service Centres across India encompassing Project Management, Services, execution. Responsible Technical support for Call Centre, Repair of LCD, Laptops, AIO etc. product of the company in India including setting up the After Market Services network, handling to enchnace TAT and Service operation and Introduce Warranty Extension packs to generate revenue from services and Report to HQ in Taiwan.

Asst. Manager Service

eSys Information Technologies Ltd
Asst. Manager Service Role: Spear heading entire array of Service Operations EPC desktops & TRC services through Services Centres across India encompassing Project Management, Services, execution. Responsible for overall service operations of the company in India including setting up the After Market Services network, handling activities regarding Import & procurement of material & equipments, planning and initiating actions on MIS reports on daily basis from branches; sharing reports with Management.

Helpdesk Manager-Customer Support

Experience Chronicle
PepsiCo India Holding Ltd. Helpdesk Manager-Customer Support Role: Customer Support & Services Manager to manage IT Infrastructure and outsource services Managing overall Service operations for IT including Customer Support activities(Server/Desktop/Laptops Repairs, Technical Support, Trainings to users, Spare Parts Management) & Voice Switches(Large EPABXs), Voice Mail Systems and other peripheral communication products. Account Management.


Tech. Development* IT Infrastructure
Training Management* Pre Sales IT Products Customer Review Meetings * Call Centre Management* Field Engg. & Operation Management. Project Management Experienced in Remote location handling, multiple Account Management PAN India-Annual Maintenance Contract and Facility Management Services, dynamic professional with problem solving skills. Project scheduling and analysis, Effort & Cost Estimation, Resource deployment & allocation Service Operations Managing Service Operations with focus on implementing policies & procedures; developing/streamlining systems; heading Workshop Operations, Warranty, Logistics, Billing etc. Adhering to service procedures with focus on optimising operational effectiveness of equipment and reducing breakdowns/downtime to minimum. Taking escalations for resolving critical issues; ensuring that areas of concern are worked upon for improved service levels and analysis MIS to reduce the incidents. Ensuring customer satisfaction by maintaining excellent Turn around Time(TAT) for service delivery. Undertaking Failure Analysis/RCA through generation of Customer Complaint Box with complete details and review with back-office/engineers/customer regarding same. Ensuring effective site management and discipline to ensure safe & timely execution of the Scope of Work(SOW) as per the Service Level Agreement(SLA). Client Relationship Management Mapping client's requirements followed with technical discussion with clients/consultant & preparation of techno-commercial offers in accordance with the specifications. Ensuring speedy resolution of queries and grievances to maximize client satisfaction levels as per the SOW/SLA. Maintaining relationships with the key decision-makers in the target organizations to generate revenues through AMC/FMS/upgrades/short term projects. Maintaining excellent relations with clients to generate avenues for additional business and post service Training & Technical Services Conducting Training Programs for in-house Service Teams related to Desktop & Laptop-Windows/Networking/Mailing support/printers/to enhance product knowledge every quarter Review of engineers through Technical Test and arrive at a skill set training/up-gradation of the engineers. Man Management Leading, mentoring & monitoring the performance of the team to ensure efficiency meeting of individual & group targets-ensuring growth path for each individual engineer by monitoring his performance, providing classroom training, re-evaluating skill set, giving online/hands-on training/discussing the hiccups in accomplishing the



Angel Polytechnic