Walter Joseph Fernandes

***** ***** ****, ****** *****, CA 92677

ad1g8y@r.postjobfree.com

714-***-****

Summary of Qualifications

IT Services and Sales management experience in US, Canada, Singapore, India, Vietnam and Asia Pacific region.

Functional exposure to Service management, Sales and Marketing, Financial management, Escalation Management, Operations, Delivery readiness, Project Management, outsourcing, Helpdesk management and IT infrastructure management.

Respected builder and leader of customer-focused team and attaining high Customer Satisfaction.

Leading teams through growth and success with a strong focus on collaboration and accountability.

Restaurant management from New Build to Operational management in a Franchised and Owner operated system in US and Canada.

PROFESSIONAL EXPERIENCE

JAYCA Holdings LLC, Oceanside, San Diego, CA February 2022 to Present O/A : TZONE Franchise

Manager - Operations

• Build and manage the operations for the restaurant.

• Manage the project for building/Construction of the restaurants by following principles of PMP and six sigma.

• Build and Manage the IT infrastructure using Clover SAAS POS System for Managing the Restaurant and the digital Platform for Order management.

• Implemented and managed delivery, KIOSK platforms and online ordering system and integrating them to other stores.

• Oversea staff recruitment, training, and operational Management

• Follow all Food Safety and health measures by the Franchisor and the Local authorities.

• Manage sales and Marketing efforts to increase sales and launch of new products to the market.

• Manage P&L to achieve growth for the company.

Reliance Home Comfort, Toronto, ON, Canada September 2022 to November 2023 Product, Service and Sales Manager

• Managed the Services, Sales and Product Management for Smart Homes and Water Purification products.

• Also managed HVAC Sales management from December 2022 to May 2023 and help when the sales management team is not around.

• Manage the installations and Service operations for Smart Homes products and Water Purification Products through direct and Contractor network.

• Implemented tools using CRM for Tracking sales and Service metrics for the team.

• Manage a Sales team of 4 Direct and 18 Shared sales and train them to generate more sales for the organization.

• Manage team of Service and Install Tech and for Smart home and water purification products – Internal and contractors – Managed a team of 7 direct tech and sub-contractors.

• Developed Marketing and Sales programs for increasing sales for the organizing and achieved the Super growth award and was the No 1 sales achiever in Canada for Smart home and Water Purification products.

• Oversea staff recruitment, training, and operational Management and also Manage P&L for the Division based on set Score card.

• Increase sales of Smart homes by 29%, Water Purification products by 15% Month over month and HVAC by 10%

• Manage the Heath and Safety for the team by implementing safety standards and procedures and achieved no Accident and Motor vehicle accident for the team.

• Received the Water Super Charge Manager for 2 months in a row. Also received the High Achiever award in September 2023.

JAYC Holdings Inc, Ontario Canada February 2017 to February 2022 O/A : Burger King Franchise

Director - Operations

• Build and manage the operations for 3 Burger King restaurants.

• Manage the project for building 2 restaurants by following principles of PMP and six sigma.

• Build and Manage the IT infrastructure to link with Burger King SICOM Cloud Services using SAAS for Managing the Restaurant Management system and the digital Platform for Order management.

• Managing the SAAS operations with the suppliers for the Kitchen management system, delivery platforms and Front of the house system,

• Implemented and managed delivery platforms and online ordering system.

• Oversea staff recruitment, training, and operational Management

• Follow all Food Safety and health measures by the Franchisor and the Local authorities.

• Manage sales and Marketing efforts to increase sales and launch of new products to the market.

• Manage P&L to achieve growth for the company.

• Work with Burger King head office in launching programs, following Operational procedures, new initiatives on IT systems.

DELL EMC Technologies, ON, Canada August 2011 to January 2017 Manager, Customer Services

• Managed the Customer services operations for Ontario and Western Canada (1 year) for the Enterprise Storage Business

• Proactive service management by working on Service advisories with customers.

• People Management and managed a team of Engineers. Review and conduct performance appraisals. training etc.

• Managed Authorized Service Providers (ASP) for delivery of services through them and worked on their technical and operational readiness.

• Review and managed the operational/Financial metrics for the district and worked with the extended team on meeting the metrics. Met the quarterly goals by 100% for all the quarter.

• Managed projects with professional services team for Installs/Upgrades by working on Customer timelines and managing risk by planning and deployment following EMC Project management principles.

• Collaborated with sales and the technical team on escalations to help resolve customer issues and increase sales in accounts. Achieved 97.5% CSAT score for the district.

• Developed and managed projects to improve Engineer Efficiency and reduce costs for the organization. EMC South Asia Pte Ltd, Singapore November 2003 to July 2011 Sr. Manager – Shared Services; EMC Global Services SEA

• Managed the Global Services business for all Business units namely PS (Professional Services), CIS

(Consulting), MSS (customer Services) and Residency Practice

• Review of the Financial numbers with the Business leads and Practice Managers in South Asia for the Global Services Director and provide update to the APJ and South Asia leadership team.

• Forecasted and managed bookings, revenue, expenses, and unbilled revenue.

• Additional responsibilities include managing the operational metrics for the Global Services team.

• Managed Global Services Partners (ASN & ASP) across South Asia, India, and Emerging Markets.

• Developed and managed Partner Programs for both Sales partners and Outsourcing partners.

• Managed Delivery Partners for escalations and review operational Metrics of partners.

• Managed and developed Global Service partners like DELL, Datacraft and Siemens at the APJ Level

• Customer Services Management for Emerging markets namely Bangladesh, Vietnam, and Cambodia Hewlett Packard Far East Asia Pte Lt, Singapore June 2002 to November 2003 Support Program Manager, Asia Pacific – Consumer PC Division

• Managing the support portfolio for the consumer PC (Pavilion and the Presario brand) in Asia Pacific.

• Product Warranty management and defining warranty and extended warranty offerings for products in line with market, country requirement and competition.

• Selected and managed outsourced partners for managing the service delivery for customers from Logistics to Repairs and call centers. Includes, RFP, short listing Partners to implementing the program with the partners in countries.

• Managed Service delivery partners to provide the required SLA to customers and enable customers to have a good experience in dealing with HP

• Managed warranty cost and initiated various projects in countries to help reduce warranty cost. Compaq Computer Asia Pte Ltd, Singapore July 2000 to May 2002 Business Operations Manager – ASEAN, Global Services

Managed business operation of all the service division namely consulting and Integration, Customer support and Outsourcing services.

Standardized business practices across ASEAN countries and developed monitoring and reporting of Operational metrics to better control the business.

Warranty/Service delivery cost reduction and Service Readiness for new products by organizing trainings/Internships. Process improvements for cost reduction and Service Delivery operations

Project Management for smaller countries namely, Philippines, Indonesia, and Vietnam. Compaq Computer Corporation, Vietnam May 1997 to June 2000 Country Services Manager – Indochina

Responsible for Compaq Customer Services in Indochina, based in Vietnam and covering all three services division namely Outsourcing, Support services and Consulting and Integration.

Job involves Sales & Marketing and delivery of Services in Vietnam, Cambodia, Laos & Brunei.

Introduced New Service products in the Indochina markets such as packaged services, Health check Services, Outsourcing, Networking & Integration Services and other services.

Management and development of the Service delivery team and service infrastructure in Vietnam.

Major achievement includes getting the subsidiary license from the Vietnamese government for a 100% Foreign owned enterprise for Compaq in Vietnam

Education

Master’s in Business Administration (MBA)

California State University, Hayward, USA

Bachelor’s Degree in Physics (B.Sc), Majors in Electronic Instrumentation University of Bombay, Mumbai, India.

Diploma in Digital Electronics and Computer Systems (DECS) St. Xavier’s Technical Institute, Mumbai, India

Trainings and Certifications

• Project Management course

• ITIL Foundation Certification

• Six Sigma Green Belt Certification

• Servsafe Manager Food and Health Safety Certification

• First Aid and CPR C course

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