Manager Customer Service

Mohandas Sundararajan

PERSONAL SUMMARY

A capable, results orientated manager with experience of leading high performance teams and of successfully increasing efficiency and productivity whilst reducing costs and inefficiencies. Ability to keep a level head at all times, nurture and grow a business, evaluate opportunities and risks and also deliver innovative new solutions to challenges. Possessing excellent client facing and configuration skills and highly successful in helping define company direction, achieving goals and optimizing business

Duties:

Meeting various business clients to ensure the smooth running of the company.

Meeting Business targets

Resolving contractual and commercial issues and disputes.

Training and leading a large team, providing discipline and performance feedback. Developing positive direct relationships with key business contacts.

Scheduling workload to meet priorities and targets.

Possessing personality, energy & charisma to inspire, lead and develop staff. Using automated computer systems to monitor stock control.

Analyzing complex data and documentation.

Involved in the recruitment and mentoring of new staff.

Responsible for achieving all performance related targets.

Ensuring that best practice is followed in safety, legality and quality of service.

Developing and supporting a cross functional culture of continuous improvement.

Assisting company accountants in the formulation of forecasts and budgets.

Maintaining excellent relationships with clients and suppliers.

Remote management consultant

KEY SKILLS AND COMPETENCIES

Good relationship with the contacts.

Understand the customer requirements

Excellent hands on management & communications skills.

Able to communicate and present confidently, clearly and expressively. Accustomed to working with senior management.

Able to think laterally to create options and solutions.

Skilled negotiator, with proven experience in a commercial environment.

WORK EXPERIENCE

ØOver 18 years of experience in IT including Sales, Pre Sales, Business Development, Business Support, Design, installation, operation, support (operational and remote) and managed services of Networks (LAN,WAN, Security, VPN Network Management tools ( NMS), Service desk, NOC and Servers), Microsoft applications, Datacenter as well as User Network/ Security Audit Training and Documentation. And Implementing ITIL service process.

Ø4.5 Years’ Experience in Ethiopia and having good Business relationship with Banks, Government sectors, Universities and Ethiopian Telecommunication and National Datacenter ( Ministry of Telecommunication and IT )

ØProviding leadership and management to the business and fully responsible for the day- to-day running of various departments. Focused on developing programs that deliver efficiencies and playing a leading role in the mobilisation, development and implementation of robust operational processes

ØClose to 10 year of experience in management:

Managed a team of 30 engineers providing services to global accounts in 100 locations. The job consisted of monitoring and running customer’s carrier network, LAN, WAN, load balancer, content switch, over 60 firewalls, and network monitoring tools.

Managed Day to day activities of the team including scheduling activities, shifts, training of junior engineers, and personal files,

Managed Customer’s Service Level Agreement

ØProficient in ITIL processes: I am certified and I ensured different ITIL process like incident management, problem / change management and quality management are implemented to maintain international standards in all activities of the company.

ØCertifications: CCNA, CCNP,CCIE Q,ITIL, PMI training, Cisco Data center Support Specialist, Cisco express fondation Field Engineer,

Young Manager

ØWorking as a Business development GM for a Kenyan Indian Company at Ethiopia Business

Ø

Ø Service & Business Support Delivery Manager at Leading Ethiopian IT Company

ØManager – Network Service Delivery, HCL Technologies Ltd – IOMC specifically in charge of the Microsoft MSN Global Project

ØWorked on projects in the US and in the UK and Ethiopia

EDUCATIONAL BACKGROUND

ØDiploma in Electronics & Communication Engineering (3 years)

ØBachelor of Technology in Computer Science Engineering ( B.Tech – CS )

ØPROFESSIONAL CERTIFICATION

CERTIFICATIONS

ØCisco Certified Network Associate (CCNA)

ØCisco Certified Network Professional (CCNP) – All 4 Papers

ØCCIE Written (Routing and Switching)

ØITIL Foundation

ØCisco express foundation field Engineer

ØMCSE

ØYoung managers Training (Ontrac Star Certification Program)

ØPMP Training Certification ( 36 Credit Hours )

ØDatacenter Support Specialist ( 642-973, 642-974 )

ØOn Going Certification:

ØCCDP

EMPLOYMENT HISTORY

1. Company Name : CopyCat Ltd ( Kenyan Company)

Title : Sr. Manager - business development & technical Head

Level : Senior Executive

Industry : Computer / Information Technology

Date Joined : June 2012 to dec 2015

Work Description : Business Development

ØBusiness Development

ØPreparing Tender Document requirements

ØCustomer relationship

ØPresales Support & Installation

ØNew Business development

ØSupport for Business

ØSupport for new orders

ØMotivate team members

ØPreparing Quarterly, Monthly, Weekly SLA reports

ØProject Management of all the project

ØMan Power management

ØPrepare Documentation

ØPresales Activity

ØNegotiating with customer

ØTechno commercial activity

ØArranging technical presentation with the vendors

2. Company Name : Global Computing Solutions Plc ( Ethiopian Company)

Title : Manager –Service Delivery and business development

Level : Senior Executive

Specialization : Customer Service

Function : Specialist

Industry : Computer / Information Technology

Date Joined : Feb 2010

Work Description : Infra

ØBusiness Development

ØPreparing Tender Document requirements

ØManaging 25engineers

ØPresales Support

ØNew Business development

ØSupport for Business

ØSupport for new orders

ØMotivate team members

ØPreparing Quarterly, Monthly, Weekly SLA reports

ØDesign & Install Wide area Network Connection with Cisco Routers and Switches

ØProvide L1, L2, L3 and all level supports in All networks

ØProvide Telephone supports to remote Engineers/Customers

ØConfiguring & Maintaining all Routers and Load balancer

ØConfiguring & Maintaining Switches ( 10000, 12000/6500/4500/4000/3550/2950/2900/1900

ØConfiguring Juniper Routers

ØConfiguring VLAN & Inter VLAN Routing

ØConfiguring VOIP and HSRP

ØInstalling and maintaining Wireless Products

ØDesign and Install call managers.

ØInstalling ACS server and connecting with Access points.

ØDesigning IP address for Large projects

ØFirewall Configuration

ØNetwork Audit using various tools like solar winds, Ciscoworks

ØNNM Configuration – HP open view, Cisco IPM, NBAR, Ciscoworks, Solarwinds

ØConfiguring Call manager And IP Telephony

ØDesign & Install Campus wide Network Including Switches, Structured Cabling and Fiber optic cabling

ØProject Management of all the project

ØMan Power management

ØPrepare Documentation

ØPreparing Site survey document

ØPresales Activity

ØNetwork / Security Audit

ØServers / Datacenter / Microsoft application like Sharepoint, OCS, Exchange

3. Company Name : HCL Technologies Ltd

Title : Manager – Network Service Delivery

Team Member & Leader : NSIG/ MSN Project Manager (Global)

Level : Senior Executive

Specialization : Customer Service

Function : Specialist

Industry : Computer / Information Technology (Networking)

Date Joined : March 2000 to Jan 2010

Work Description : Networking

ØManaging 30 engineers

ØMotivate team members

ØPreparing Quarterly, Monthly, Weekly SLA reports

ØDesign & Install Wide area Network Connection with Cisco Routers and Switches

ØProvide L1, L2, L3 and all level supports in All networks

ØProvide Telephone supports to remote Engineers/Customers

ØConfiguring & Maintaining all Routers and Load balancer

ØConfiguring & Maintaining Switches ( 6500/4500/4000/3550/2950/2900/1900 )

ØConfigure Cisco Load balancer ( CSS and CSM ) and F5

ØConfiguring Juniper Routers

ØConfiguring VLAN & Inter VLAN Routing

ØConfiguring VOIP and HSRP

ØInstalling & maintaining MGX

ØInstalling and maintaining Wireless Products

ØInstalling ACS server and connecting with Access points.

ØDesigning IP address for Large projects

ØFirewall Configuration

ØNetwork Audit using various tools like solar winds, Ciscoworks

ØNNM Configuration – HP open view, Cisco IPM, NBAR, Ciscoworks, Solarwinds

ØConfiguring Call manager And IP Telephony

ØTechnical Training to Leased line team and other Teams

ØDesign & Install Campus wide Network Including Switches, Structured Cabling and Fiber optic cabling

ØProject Management of all the project include Networking & VSAT

ØMan Power management

ØPrepare Documentation

ØPreparing Site survey document

ØPresales Activity

4. Company Name : Microland Ltd

Title : Network Engineer

Team Member : CCO

Level : Executive

Specialization : Customer Service

Function : Specialist

Industry : Computer / Information Technology (Networking)

Date Joined : From June 1998 to Feb 2000

Microland Limited was one of India Networking companies with Partnerships with world leaders such as COMPAQ, SUN, LUCENT TECHNOLOGIES, BAY NETWORKS, CISCO, MICOM, HEWLETT PACKARD, MICROSOFT, NOVELL etc

Work Description : Networking

ØInstalling Low end Routers and Switches

ØMaintaining Low End Routers and Switches

ØMaintaining Server and Desktops

ØDesign and Implement Campus wide networking

ØDesigning and Implement Fiber and Copper Structured Cabling

ØPreparing Project Documentation

ØProject Management

5. Company Name : System Telecom and Data Services Pvt Ltd

Title : Sr. Network Engineer/Branch

Team Member :

Level : Executive

Specialization : Customer Service

Function : Specialist

Industry : Computer / Information Technology (Networking)

Date Joined : From June 1995 to March 1998

System Telecom and Data Service Pvt Ltd is one of the system integrator with Partnerships with world leaders such as HCL, LUCENT TECHNOLOGIES, CISCO, AVAYA, AMP etc.,

Work Description : Networking

ØInstalling Switches

ØMaintaining Switches

ØMaintaining Server and Switches

ØDesign and Implement Campus wide networking

ØDesigning and Implement Fiber and Copper Structured Cabling

ØDocumentation

6. Company Name : Frontline Solutions Ltd ( Formally HCL HP )

Title : Testing Engineer

Team Member :

Level : Trainee

Specialization : Testing Logical Board and All peripherals

Function : Trainee

Industry : Computer / Information Technology (Peripherals )

Date Joined : From Aug 1994 to May 1995

Frontline Solutions Ltd formally HCL –HP is the no 1 peripherals manufacturing company in India

Work Description : Testing Peripherals

ØTesting all the peripherals Boards

TECHNICAL SKILLS:

Wide Area Network

üConfiguring CISCO all Routers

üConfiguring Routing protocols like RIP, IGRP,EIGRP, BGP,OSPF, Static Routes

üConfiguring Cisco Load balancer (CSS and CSM ) and F5

üConfiguring E1, ISDN PRI, ISDN BRI, 2MB, 64 Kbps Leased Line

üConfiguring Standby Router using HSRP, VRRP

üTroubleshooting all the Routers issue

üPlanning IP address schema for Large projects

üMaintaining all the Networking Equipments like Routers, Modem, Mux, etc.

üConfiguring MGX

üConfiguring Juniper network routers

üConfiguring VOIP

üFirewall Configuration

üConfiguring Call Manager & IP Telephony

üConfiguring Multilink channels for Leased Line and ISDN

üOntime Support

üIOS Upgrade and management

üRemote Monitoring all the equipment

üNetwork Audit

üConfiguring NNM – HP open View, Cisco IPM, Ciscoworks, Solarwinds

üInstalling Solarwinds software and configure

üConfigure ACS for networks

üInstalling wireless products

üUsing of Sniffer tools, Solar winds, NNM, IPM other tools for Network Audit

üDHCP Configuration in Router

üConfiguring NAT

Local Area Networks :

üConfiguring Cisco Switches like 6509/4500/4000/3550/3500/2900/1900

üConfiguring VLAN and Multilayer Switch

üConfiguring Inter VLAN Routing

üIOS Upgrading and Management

üTroubleshooting all the switches

üConfiguring HSRP, VPRP, Gigabit

üConfiguring all make SwitchesBay networks, Nortel, 3COM and others also

üLAN Network Audit

üInstalling and configuring Wireless products like Access points

üConfiguring Access point with ACS server authentication

üInstalling ACS Server

üEnd Point Protection (Cisco ISE )

üFirewall and VPN installation

Campus Wide Network:

üDesign and Install all the structured cabling requirements

üAll Campus wide network requirement include Fiber& Copper solutions

üProject Management and Manpower Management

System Installation:

üInstall all the Desktops and servers

üInstall all the Microsoft OS

üSharepoint / Lync/ Exchange/ Active Directory

NMS:

üInstall Cisco works 2000

üHP Open view Optivity

üHP open view NNM,

üCisco IPM and NBAR

üSolar winds

Others:

üCustomer Satisfaction: 100% Compliance resolved with minimum time frame

üDevelop competencies in handling all kind of products

üMotivate the team to upgrade their technical skills

üMeeting 100% SLA target

üPreparing Monthly weekly SLA report

üPreparing Pre, Post Installation documents

üUpdate on relevant Product lines within time frame of field releases

üAssist Marketing / Sales Team in Designing Network Solutions & Demonstration

üCoordinate with all vendor to purchase the materials and to coordinate with customers for the projects

üCo-ordinate with BSNL incase any critical issues like mux problem and others

MAJOR PROJECTS:

ØEthiopian Telecommunication, Regional Government Tigray, National Bank of Ethiopia, National Data Center Prim minister office, National WoradaNet ( Ethiopia), Ministry of Education ( Ethiopia ) Commercial Bank of Ethiopia and Zemen Bank

ØClient : MSN ( Microsoft )

Project Details :

Managing 30 members technical team and 10000 Network equipment including Cisco and F5 load balancers, Juniper network Routers. Support 24 x 7

Name of the Project : Remote Support ( UK ) and transition (on site )

ØClient : EMI Music

Project details :

Role and Responsibility : Team Lead for Network team. Managing global network with WAN, LAN, Datacenter and Security

Name of the Project : Remote Support ( US Client )

ØClient : SPANSION ( AMD US)

Project details :

Role and Responsibility : Was a Team Lead for off site network team. Managing global WAN network with LAN.

Name of the Project : Wide Area network

ØClient : TAMILNAD MERCANTILE BANK LTD.,

Project Details :

Role and Responsibility : Was a Engineer and Project manager for this Project. Connected 160 Branches using leased line, VSAT and backup is ISDN. Using 7X 3662, 160 X 1750 series routers

Name of the Project : Wide Area network

ØClient : KarurVysya Bank Ltd

Project Details :

Role and Responsibility : Project Engineer and SI Engineer for this

Project. Connected 200 Branches using leased line,VSAT

and backup is ISDN. Using 15 X 3662, 200 X 1750 series routers. Using

Protocols : HSRP,OSPF. Configured VOIP.

ØClient : WordaNet - EICTDA

Project Details :

Role and Responsibility Service Delivery manager

Project. Connected 650Worda with all reginonal offices and setting up the NOC as per the International standard

ØClient : ETC Broadband Network Maintenance

Project Details :

Role and Responsibility Service Delivery manager

Project.Maintaining the Broadband network equipment including Cisco, Sun Servers, Tipping Point and Barracuda Anti Spam Mail Firwall.Conducted Network, Security and Sun Server Audit.

ØOther Projects :

GE Energy

National Insurance Company – 200 Branches

Indian Bank – 63 Branches

FORD INDIA,

FITSI,

SSNCollege,

AnnaUniversity,

AnnamalaiUniversity,

IIT Chennai,

Slace Support.com,

BEML,

BHEL Hyd,

Alcatel,

India Cements

Life Insurance Corporation – 200 Branches

Dr.Reddy Labs

ITC

ITW Signode

EICTDA

ETC

QSAE

MoE

MoW

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