Senior Managed Services & Operations Leader

RAJINESH ASHNEEL RAJ

Plumas Lake, CA +1-530-***-**** *****************@*****.***

Senior Operations and Service Delivery Professional with 15+ years supporting enterprise clients across telecommunications, IT consulting, cybersecurity, and managed services. Extensive experience owning post–go-live service execution, ensuring contractual compliance, managing SLAs, monitoring service health, and translating client needs into actionable, serviceable work. Strong background in enterprise applications (ERP, CRM, workflow systems), ticketing platforms, license/subscription oversight, and cross-functional coordination with Delivery, Project Management, Operations, Sales, and Client Success teams. Recognized for operational accountability, risk management, and maintaining predictable, consistent service delivery across large client portfolios. CORE CAPABILITIES

• Service Agreement Ownership & Governance

• SLA Management & Contractual Compliance

• Managed Services Delivery & Operational Execution

• Post–Go-Live Transition & Onboarding

• Ticket Trend Analysis & Service Health Monitoring

• Risk Identification, Escalation & Mitigation

• Client Communication & Expectation Setting

• License & Subscription Oversight

• Enterprise Applications (ERP, CRM, POS, HRIS)

• Service Desk & Ticketing Tools (Azure DevOps, ADO-style systems, CRM/ERP service modules)

• Cross-Functional Collaboration (Delivery, PMO, Sales, CSM)

• Continuous Service Improvement & Process Optimization PROFESSIONAL EXPERIENCE

CAGE CASHIER / TELLER

RED HAWK CASINO & RESORT 03/2026 – To-date

• Process financial transactions — Handle cash, coin, chip, credit card, and check-cashing transactions with accuracy and compliance.

• Redeem TITO tickets & vouchers — Cash out slot tickets, promotional vouchers, and gift cards for guests.

• Balance cash drawers — Count in/out, reconcile your drawer, and maintain accurate inventory of all assigned funds at the start and end of shift.

• Prepare regulatory paperwork — Complete IRS forms such as CTRs, W2-Gs, and Multi-Transaction Logs

(MTLs) as required by Title 31 and gaming regulations.

• Verify identification — Authenticate IDs for large transactions, check cashing, jackpot payouts, and credit applications.

• Issue chips & process fills — Distribute chips for table-game fills/credits based on pit supervisor requests.

• Handle jackpots & payouts — Process jackpot payments and ensure all documentation is completed accurately.

• Maintain cage security & compliance — Protect casino assets, follow MICS, Title 31, Tribal Gaming Commission rules, and internal cage procedures.

• Support team members — Staff the team-member window, process tips, and handle internal transactions.

• Maintain accurate records — Document all transactions, maintain logs, and ensure compliance with audit requirements.

• Provide guest service — Offer courteous, prompt service, communicate promotions, and assist with player-club needs.

• Train new cashiers — Assist in onboarding and training new team members.

• Maintain workstation cleanliness — Keep the cage area clean, organized, and operational. REGIONAL SALES MANAGER / TECHNICAL SOLUTIONS LEAD

D2UNET PTY LTD 02/2024 – 01/2026

• Owned post–go-live service execution for enterprise clients across Fiji, Samoa, Tonga, Nauru, and Vanuatu, ensuring service delivery aligned with contractual scope and SLAs.

• Monitored ticket queues, backlog, and service throughput to maintain predictable and sustainable service performance.

• Translated client requests into actionable work items, ensuring alignment with scope boundaries and escalating out-of-scope needs.

• Coordinated with technical teams to resolve service issues, maintain service health, and prevent degradation through early risk identification.

• Maintained accurate service records, performance metrics, and operational insights to support renewal readiness.

• Oversaw license usage, subscription alignment, and entitlement compliance for enterprise clients.

• Supported continuous improvement by refining service workflows, documentation, and operational standards.

ACTING HEAD OF DEPARTMENT – BUSINESS SOLUTIONS

Digicel Samoa Limited 04/2022 – 10/2024

• Served as operational owner for enterprise service agreements, ensuring delivery teams met contractual commitments and SLA expectations.

• Led managed services onboarding and ensured smooth transition from implementation to steady-state support.

• Oversaw application performance, system upgrades, and release schedules to maintain service stability.

• Identified service risks, capacity constraints, and scope creep; escalated appropriately to protect service health.

• Maintained proactive communication with clients regarding service performance, operational issues, and remediation plans.

• Managed documentation, SOPs, and service workflows to support consistent delivery.

• Conducted recurring audits of system usage, licenses, and entitlements to ensure compliance. BUSINESS SOLUTIONS MANAGER

Digicel Samoa Limited 01/2020 – 04/2022

• Managed a large portfolio of enterprise clients, ensuring post–go-live support, SLA adherence, and operational service quality.

• Translated client needs into serviceable work items and coordinated with delivery teams to ensure clarity and execution.

• Tracked commitments, monitored service performance, and ensured timely closure of client issues.

• Supported renewal readiness by maintaining service history, performance metrics, and operational insights.

• Collaborated with Project Managers on enhancement work to ensure alignment with service agreements and avoid unmanaged scope.

BUSINESS SOLUTIONS MANAGER / SENIOR CONSULTANT / CONSULTANT Digicel Fiji Limited 01/2016 – 12/2019

• Provided post–go-live support for enterprise applications (ERP, CRM, POS, HRIS), ensuring stable and compliant service delivery.

• Managed ticket queues, service requests, and operational communication with enterprise clients.

• Identified service risks, recurring issues, and improvement opportunities; coordinated corrective actions with technical teams.

• Ensured service delivery aligned with contractual expectations and documented all client interactions and commitments.

SALES OPERATIONS MANAGER / BUSINESS DEVELOPMENT MANAGER Daltron Fiji Limited & Extreme Business Solutions 2011 – 2014

• Supported managed services operations, system deployments, and application rollouts for enterprise clients.

• Coordinated with vendors on licensing, product support, and compliance requirements.

• Ensured accurate tracking of system usage, entitlements, and subscription alignment. ICT HARDWARE SALES – TEAM LEADER

Datec Fiji Limited 2009 – 2010

• Delivered technical product support, system integration guidance, and post–deployment troubleshooting.

• Identified service issues early and coordinated resolution to maintain service health. IT TRAINER

Training & Productivity Authority of Fiji 2006 – 2008

• Delivered training on enterprise applications, networking, and system fundamentals.

• Developed documentation and user guides to support ongoing system usage and service stability. TECHNICAL SKILLS

• Applications: ERP, CRM, POS, HRIS, LMS, Salesforce

• Systems: Windows Server, Active Directory, DNS/DHCP, Virtualization

• Networking: LAN/WAN, routers, switches, firewalls

• Backup & DR: Veeam, BDRSuite (Certified)

• Datacenter: Scale Computing Certified Professional

• Cybersecurity: APNIC Cybersecurity Fundamentals

EDUCATION & CERTIFICATIONS

• MBA, Atlanta College of Liberal Arts & Sciences (2025)

• Diploma in IT – Business Computing, FNU/USP

• Scale Computing Certifications – Technical, Sales & Datacenter

• BDRSuite Certified Professional & Sales Professional

• APNIC Cybersecurity Fundamentals

• VMware VSP5, VTSP5, VSP-BC

• Training of Trainers Certification

LANGUAGES

• English (Advanced)

Referees

• Farid Mohammed (CEO – Digicel Fiji/Samoa) Email : *****.********@**************.***

• Reinhard Lal (CTO – D2UNet PTY LTD Email: ****@******.***

• Krishnan Menon – Head of Business (Digicel Pacific) Email: ********.*****@***.***

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