Technical Support Sales

R Sivakumar Page *

R. SIVAKUMAR

: +91-934******* : *************@*****.***

Seeking managerial assignments in Functional Technical Support/ Customer Service/ Pre & Post-Sales Support with an organization of high repute

PROFILE SUMMARY

IT Professional with over 10+ years of experience in:

~ Technical Support ~ Pre-Sales /Post-Sales Support ~ Troubleshooting

~ ERP Implementation ~ Client Relationship Management ~ Quality Assurance

~ Functional Support ~ Biometric Technologies ~Service Delivery

• Forward-focused Project Manager with expertise in concepts of end-to-end project planning & implementation from scope management to activity sequencing, cost estimation, risk analysis to quality management

• Good knowledge and understanding on Textile domain process flow: Cotton to Yarn and Yarn to Fabric.

• Proved resourceful in addressing all important issues & defining best practices for project support and documentation as well as training project members to enable the team to perform their activities efficiently

• Experienced in indentifying and optimizing ERP Implementation process to complete the implementation successfully in short time frame with customer satisfaction

• Proficient in handling all service related issues and customers; proficient in leading dedicated teams for timely achievement of targets

• Skilled in directing, developing and controlling resources with the objective to achieve a high level of customer satisfaction and better quality

• Adept in handling service operations by providing after sales service to customers while preparing and executing customer-specific proposals & solutions

• Hands-on-experience on Face Recognition System, Finger Print, Vein Recognition, Palm Readers, RFID Card, Smart Card, Magnetic Cards, Barcode 2D and 3D

• Adept in developing and ensuring customer satisfaction by maintaining excellent TAT for delivery & standard service quality norms; international experience of 3 months in Brazil providing pre/post-sales support

• An effective communicator with excellent relationship management skills and strong analytical, leadership, decision- making, problem solving & organizational abilities ORGANIZATIONAL EXPERIENCE

Since Feb ’15 Kalpatharu Software Limited., Coimbatore as Project Manager. Key Result Areas:

• Pre- Sales Demo and technical clarification for prospective enquirers.

• Studying and identifying client process and evaluating key functional areas needed for improvisation in ERP Modules which includes Material Management. Production Management, Maintenance Management, Marketing Management, HR, and Finance.

• Identify and assess different tools and propose the tool that matches with the clients' requirements

• Preparing SRS (System Requirement Specification), identifying critical aspects of client business process.

• Preparing Customization flows.

• Train the implementation team on Product installation & configuration.

• Process Optimization/ Improvements and Knowledge Management: Conduct/Coordinate training on clients' applications to ensure training for the resource

• Assisting in Planning development & testing process and creating functional testing scenarios

• Interacting with clients and measuring customer satisfaction and Identify gaps in the requirements and take actions to close the same

• Post sales support co-ordination with implementation team onsite or online.

• Seek signoff on the requirement document in coordination with different stakeholders Highlights:

• Successfully created Support team for Gujarat Location and implemented 3 ERP projects successfully

• Demonstrated textile ERP solution to 10+ prospective clients in and around India

• Trained new joiners on complete process flow of ERP and knowledge transfer on Textile domain

• Written short question and answers on Spinning and weaving process for easy understanding non domain candidates. R Sivakumar Page 2

Dec’07 to Feb ’15 Inttelix Security Solutions Pvt. Ltd., Coimbatore as Technical Support-Lead Key Result Areas:

• Leading Technical Support Department of 10 members; managing pre-sales and post-sales support on facial biometric system and other biometric devices besides executing on site/ online and concept demos

• Providing remote support to International customers and partners along with to the Event Management Team for participating National and International Exhibitions

• Performing research on various latest hardware devices that suited security domain and check the feasibility to integrate with our solutions

• Support developers to solve complex issues by the way of work around solutions

• Conducting training for new joiners/ partners on all Biometric Solutions and Applications

• Handling overseas assignments and travelled to France, Saudi Arabia, Brazil and Nepal

• Auditing ISO documents periodically and take corrective measures if any gaps identified between Procedure Manual and practice in place (ISO 9001:2008)

Highlights:

• Instrumental in execution of various Turnkey projects for Indian Navy, NOCL, Filatex India Ltd., NTPC, JSW Ltd, GSIL and ISRL.

• Implemented Video Analytics Solutions (Gender identification, Head Count), CCTV IP and Analogs Cameras

• Recognized as the 1st employee to join as a Technical Support Executive and promoted to Technical Support Lead; ensured conversion of 60% of onsite demos into orders

• Completed Facial Biometric Training conducted by Israel team at Spain during 2008

• Played a stellar role in Knowledge Transfer Program conducted for the Bahrain &and participated in the G-Tex 2012 at Riyadh, Brazil team members in 2013 for 3 months and to Nepal team in 2014.

• Supported the Jeddah Partner team on Pre/ Post Sales Activities in 2012

• Setup the Branch office Tech Support operations

Apr’07 to Sep’07 DTDC, Bangalore as Manager-IT

Key Result Areas:

• Effective at generation of reports while ensuring decrease of non-delivery of reports from 30% to 5%

• Responsible for protecting IS infra structures and assets while training the team on requisite operational IS Skills to bring in an IT culture and awareness

• Supervised Regional IS Staff and Branch IS Executives; engaged in regular interactions with OPS and CCD Personnel on new processes to improve all out quality and service front

• Maintained ISO Formats &Log Books at all the locations

• Developed Office Tolls using VBA Excel application; automated daily reports in Excel like EWR, Sales till date and TAT Nov’05 to Mar’07 AFL Pvt. Ltd., Bangalore as System Administrator Key Result Areas:

• Accountable for ensuring smooth operations of IT applications around South India besides successfully rolling out a ERP Tracking Solution

• Spearheaded restoration of customer automation data from SQL Database, Text Files into Excel as per required format, installation of the MS-SQL Server Agent, deployment of the database and establishment of the connection between server and client

• Secured remote VPN client installation and configurations besides configuring the schedule run for Registry Cleaner, Administrative Tools and System Mechanic tools

• Provided onsite support to the clients for Customer Automation Module

• Conducted visits to Franchisees in the region as and when needed and once in the month for performing proactive check for IT issues

Sep’01 to Oct’05 Money Shoppe Network Ltd., Chennai as System Support Executive Key Result Areas:

• Accountable for providing desktop, OS and network support besides organizing Stratos training for all staffs

• Liaised with the CIT team for leased line issues while assisting the Regional Team on vendor selection for IT Equipment, AMC and Support

R Sivakumar Page 3

ACADEMIC DETAILS

• Masters in Computer Applications (MCA) from Chennai University in 2001

• B.Sc. in Statistics from Bharathiar University in 1992 Certification:

• Completed Honors Diploma in Systems Management from NIIT in 1994 Technical Skills

• Operating Systems: MS-DOS and Windows 8

• GUI: Visual Basic 6.0 and VBA

• Database: MySql, MS-Sql and MS-Access

• Report Designer: Crystal Reports 10.0+

• Packages: MS-Office, Open Office and other tools PERSONAL DETAILS

Date of Birth : 5th May, 1972

Languages Known : English, Hindi & Tamil

Address : 20-A.R.R Vel Avenue, 2nd Street, Bomanampalyam, Vadavalli, Coimbatore-641046

~Please refer to Annexure for details of Turnkey Projects~ R Sivakumar Page 4

PROJECTS

Indian Navy – Vishakhapatnam, Andhra Pradesh

Demonstrated Facial+HID/Barcode based access control system and grabbed the first order. This project was implemented successfully during the year 2010 and Barcode Based Surprise Audit System was implemented during the year 2011 and all the solutions are working fine till date. Nagarjuna Oil Corporation Ltd. – Cuddalore, Tamil Nadu Implemented Facial + Barcode based Contract Employees Management System during the year 2011 and it worked fine for 1 year; presently the site is down due to Thane Cyclone. Filatex India Ltd., Dahej and Dadra, Gujarat

Commissioned, Face + RFID based access control system for Regular employees, RFID based department access control system, RFID based Canteen Management System, Facial based Visitor Management System, Boom Barrier for Vehicle access control system, Barcode based Boiler Temperature Monitor System, Indoor and Outdoor CCTV Surveillance system and RFID based Tour Guard System. Handled the project from Presales, Solution Designing and Implementation and till date all our systems are working fine.

NTPC – Kawas, Gujarat

Successfully implemented Regular Employees Finger Print based attendance system and integrated with their SAP application during the year 2012, till date its working fine. Jindal Steel Works– Salem, Tamil Nadu

Executed Facial + Barcode based Contract Employee Management system and Visitor Management System during the year 2013 and its working fine till date and client is able to generate all types of reports as per the scope of the project. Gerudu Steel Plant – Tadipatri, Andhra Pradesh

Implemented Contract Employees, Regular Employees and Visitors Access control system at the main gate during the year 2014. Contract employees are initially scanned using Facial Biometrics and issued passes to white listed person. Indian Synthetic Rubber Limited, Panipat, Haryana

Implemented Facial based contract Labor Management System, Barcode based Disaster Management System and Visitor Management System during Sep 2014.

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