Customer Service Management

R AJIV U NNIKRISHNAN Phone: +91-981******* E-Mail:*****@*****************.***

Preferred Location- Domestic/Overseas Current Location-Mumbai, India

Accomplished, High Impact, top management executive with years of association with software domain in managing business,

clients and teams in India and overseas. Can be headhunted as VP/Director/Project in charge in a techno based organization

Ecommerce or Web Company [e-Infrastructure - Social Network eBusiness];

Role Interested for- As Head/ VP/Director/ Team Lead - Interested Jobs in progressive Ecommerce or Web Company [e-

Infrastructure - Social Network eBusiness] to handle all their internet activities. Seasoned technologist with extensive

programming experience and ability - to contribute to and manage the development of the website and related apps . Can

be Responsible for establishing technical vision, leading all aspects of technology, through development and deployment

of the organization s applications and web presence.

Startup CTO with experience in building large, complex, distributed systems - Social Web, E-Commerce, Java/JavaEE, SOA,

Cloud Computing, enterprise architecture; Core I.T. experience & expertise in Internet Ad-Servers / Advertising, Affiliate networks, On-

line Rich Media delivery.

A focused and result-oriented business leader with around 15 years of enriched experience in Internet Technologies and New

Development, ironically expert in global e-marketing and someone who can make it possible profitably in reaching audiences across

all platforms especially in the Internet / E-Commerce arena .

Research, evaluate, and disseminate information about new and existing technologies, products, and vendors which may impact

company position or products. Assisting company management to develop & continually refine short and long -term commercial

product architecture, then develop technology strategies to support it. Hands-on expertise on enterprise class project management,

end-to-end software life cycle management, project forecasting, risk planning-mitigation-management paradigms.

EXECUTIVE ACADEMIA & CERTIFICATION

MBA from Ecole nationale des Ponts et Chauss es ;1997 1998

Diploma Commerce from Narsee Monjee Institute of Management Studies 1995

th

10 from Bombay Scottish -1980 1990

KEY TECHNICAL EXPERTISE

Vision, Strategy and Thought Leadership

IT Strategy Planning and Execution

Ability to articulate ideas to both technical and

Proven leadership ability

E-Infrastructure - Social Network e-Business non-technical audiences

Online business strategist

Internet Technologies and New Development

Web Development-Web Presence

Emerging Technology & Market Assessments

Advanced Technology Research

Internet protocols, standards, DBMS and revision

Information security vulnerabilities and risk

control systems

Project Management Programming management

Application deployment process Business & search engine optimization

Program Management/Account Management

SKILLS SET

Ecommerce Expert Magento, Cs-cart, Prestashop and Joomla, Payment Gateways, New Technologies

Demonstrated ability to envision web-based services that meet consumer needs or solve business problems.

10 years experience managing web application development.

12 years experience with startup companies.

Hands-on experience coding in more than one currently popular web applica tion framework.

Familiar with more than one software development methodology.

Ability to discern user requirements and develop specifications.

Has contributed to one or more open source projects.

Skill with CSS, XHTML, one or more JavaScript frameworks, and AJAX.

Knowledge of web standards.

Experience with UNIX system administration and web server configuration.

Knowledge of Internet protocols and RFC standards, database management systems.

Familiarity with technical requirements of Internet marketing and search engine optimization.

Familiarity with information security vulnerabilities and risk management.

Familiarity with consumer privacy and payments industry compliance requirements.

Exposure to business theory, business process development, governance pro cesses, management, budgeting, and

administrative operations.

PROFESSIONAL OVERVIEW

Homeideaz.in -Home D cor Portal Since 2010-Till Date

(As CTO/ CIO-chief innovations officer; responsible for Complete Portal Development and heading the profit center)

Homeideaz.in (Prestashop), Homeideaz.in/resource (Joomla), Homeideaz.in/ttmagento (Magento)

Complete site development, design, new technologies and social community.

In touch with numerous affiliate manager of the biggest Home D cor vendors like Macy.com, Target, Home Depot,

Overstock etc for their products and services

Responsible for being accepted by above big vendors into their programs. Responsible for the hardware, software, and

network architectures for above web sites.

Reconciled the needs of a rapidly changing, technology-based company with its legacy architectures.

Managed the technical department, Set the department's goals and direction.

Coordinated external programmers with internal engineers, administrators, project managers and developers.

Established a software development life cycle to assure the quality of all programs and stored procedures, including stages

for requirements, design, unit testing, development, functional and regression testing, code review, stake -holder

acceptance, and launch.

Responsibilities

Strategy & Planning

Identify opportunities and risks for delivering the company s services as a web -based business, including identification of

competitive services, opportunities for innovation, and assessment of marketplace obstacles and technical hurdles to the

business success.

Identify technology trends and evolving social behavior that may support or impede the success of t he business.

Evaluate and identify appropriate technology platforms (including web application frameworks and the deployment stack) for

delivering the company s services.

Lead strategic planning to achieve business goals by identifying and prioritizing development initiatives and setting timetables

for the evaluation, development, and deployment of all web -based services.

Establishing governance processes of direction and control to ensure that objectives are achieved, risks are managed

appropriately and the organization s resources are used responsibly, particularly in the areas of software development, office

networks and computers, and telecommunications.

Collaborate with the appropriate departments to assess and recommend technologies that support compan y organizational

needs.

Establish a governance process that meets government, partner, and company expectations for customer information privacy.

Direct development and execution of an enterprise-wide information security plan that protects the confidentia lity, integrity,

and availability of the company s data and servers.

Communicate the company s technology strategy to investors and stakeholders.

Implementation & Deployment

Participate in the selection and registration of the company s web site domain names, including any related -but-unused

domains that could compromise the integrity of the business (through competition, typo squatting, etc.).

Establish email service for the company (in the absence of a system administrator).

Select and set up a software revision control system and repository (in the absence of a system administrator).

Select and set up web-based internal communications systems, such as a wiki, blog, chat room, project management, and bug

tracking systems (in the absence of a system administrator).

Collaborate with Potential customers to develop use cases (or user stories) and specifications that describe the

implementation of the company s services as a web app lication.

Collaborate with a User Experience Designer and potential customers to prepare wireframes or mockups of a prototype of the

company s web application.

Participate in the selection of a graphic designer who will create the company corporate identit y and design the web

application s look and feel. Ensure that the graphic designer has sufficient web experience, follows guidelines established i n the

User Experience design process, and delivers assets that can be easily adapted to web requirements.

Select and manage company staff or outsourced vendors who will implement a design as web pages using CSS and XHTML

conforming to web standards.

Select or define the company s software development methodology.

Establish a specification conformance and testing r egimen based on user stories and the User Experience design.

Promulgate coding conventions and documentation standards.

Review current best practices for the selected web framework and establish the initial architecture for the application.

Select and manage company staff or outsourced vendors who will implement the application.

Establish and supervise the software development process, setting short -term objectives and assessing progress as defined by

the selected software development methodology.

Conduct code reviews and specification conformance testing as defined by the selected software development methodology.

Establish and supervise a quality assurance process, including integration and system testing.

Select, deploy, and monitor performance profiling tools and procedures.

Review and approve proposed development releases and manage the release process.

Evaluate and select web application hosting providers.

Establish an application deployment process and supervise deployment to staging and production servers.

Monitor application performance and review any application failures in staging or production.

Establish and monitor a web analytics regime that measures site traffic and application usage relative to business goals.

Support the marketing process by providing implementation of technical requirements for Internet marketing and search

engine optimization.

Establish a customer service and support process, with particular responsibility for web -based services that implement the

support function. Establish a process to integrate customer service and support with the software engineering process to

support resolution of customer issues and improve application usability.

Operational Management

Maintain up-to-date knowledge of technology standards, industry trends, emerging technologies, and software development

best practices by attending relevant conferences and reading widely.

Define and communicate company values and standards for acquiring or developing systems, equipment, or software within

the company.

Ensure that technology standards and best practices are maintained across the organization.

Share knowledge, mentor, and educate the organization s investors, management, staff, partners, customers, and stakeholders

with regard to the company s technological vision, opportunities, and challenges.

Ensure company technical problems are resolved in a timely and cost -effective manner.

Develop, track, and control the development and deployment annual operating and capital budgets for purchasing, staffing,

and operations.

Supervise recruitment, training, retention, and organization of all development staff in accordance with the company hiring

process, personnel policies, and budget requirements.

Establish standards of performance and monitor conformance for staff (through performance review) and vendors (through

service level agreements).

Ensure the company s internal technological processes and customer -facing services comply with community expectations and

applicable laws and regulations for privacy, security, and social responsibility.

Promote achievement of the company s business goals within a context of community collaboration by developing policies for

sharing software code, technological innovation, business processes, and other intellectual property.

Contribute to open source software development, standardization of technologies, and evolution of best practices by

collaborating with peers outside the company, releasing code, presenting at conferences, and writing for publication (online or

offline).

E-3Dimensions Animation Company 2000- 2007

(As CTO, in charge of running operations at E-3dimension an Animation Company in Bangalore India. Provide creative direction to a

team of 5 artists, animators and programmers handling outsourced projects like free jimmy the Movie and Hoodwinked both 3d

animation Movies)

Uni group Services 1996- 2000

Associated as Head of Business

Closely associated with getting business with companies like United Phosphorus India, GAIL, ONGC, Reliance, Cairn and alike

handling all operations of Rosen Europe in India.

Contact this candidate