SENTHIL KUMAR

  • Service Delivery with two decades of Exp
  • India
  • Aug 13, 2019
Full time Customer Service Installation-Maint-Repair Telecommunications

Personal Summary

Executive Summary

An innovative and adaptable IT professional with more than two decades of hands-on global business and information technology leadership experience with small-Mid Size and Fortune 500 companies having span control between 50 to 500 / resources in IT support seeks a challenging IT senior and mid management position in IT Infra back end Operations / Service Delivery / IT Consulting (Pre and Post Sales) with a dynamic organization.  Having two professional Certifications-ITIL Foundation and ISO 27001:2005 Lead Auditors.

Career Highlights

  • Created 25+ franchise mobile repair retail outlet for BIGFIX Gadget Care LLP
  • Created L4 factory setup for Intex, Celkon & Blu mobiles with Accord Technocare Pvt Ltd
  • Project & Operation Management with proven records in Dax Networks Ltd, CMS Computers Ltd, HCL Infosystems Ltd & Repair & Return Technology India Pvt Ltd.
  • Business Development (Service Business & Franchisee Business) with proven records in South
  • Manager – Customer Support with a team size of 45+ employees and 150+ service partner across costal Andhra Pradesh.
  • Managed entire Banking territory in Karnataka with 75+ engineers located various places in the state.
  • More than two decade years of experience including 15+ yrs in Project Management, with proven track record.
  • Over 8 years of experience in Novell Netware and Microsoft server family.
  • Warehouse Operations & Logistics support
  • Excellent People Management skills.
  • Customer and partner handling skills during Support/Maintenance Phase
  • ITIL Foundation Certification

 

Skill Set

Managerial and Functional

  • Project and Delivery Management
  • Vendor Management
  • Service sales and upgrade sales
  • Service partner Management
  • Good Experience in Team management/Group management/Program management/Ensuring smooth execution of SLA/Ensuring uninterrupted service delivery
  • Budgeting, Project scheduling and analysis
  • Effort & Cost Estimation
  • Resource procurement, deployment & allocation
  • Monitoring development activities and reporting project progress
  • Managing and providing technical guidance/support to the project team
  • Delivering and implementing as per budget
  • Having good exposure in operating systems, software installations, Networking and Hardware troubleshooting

Work Experience

General Manager
Jul 2017 - Jul 2019 BIGFIX Gadget Care LLP
  • Franchisee Enquiry handling
  • Validating franchisee Leads
  • Appointing Franchisee across India
  • Franchisee Billing and Payment Collection
  • Team Management
  • Monitoring Franchisee Business
  • Meeting SLA as per the customer requirement.
  • Vendors Management
  • L4 Setup and successfully kick started the operations.
  • Monitoring Process Flow in our L3/L4 Operations.
  • Monitoring Receipt operations.
  • Vendor Management
  • Spare Parts warehouse Setup and Operations process definitions
  • Overall responsibility for Cost Center
  • Training Management
GM - Operation
Oct 2015 - Jul 2017 Accord Technocare Pvt Ltd, Chennai
  • Overall production responsibility for L4 Operations
  • Responsibility of Managing calls and operation smooth flow.
  • Team Management
  • Updating ELS test in time.
  • Meeting SLA as per the customer requirement.
  • Vendors Management
  • Technical guidance for the team.
  • Upgrading the technical knowledge for the team
  • Managing engineers and the overall operations & Performance
  • Monitoring Process Flow in our Ware House.
  • Monitoring Receipt operations.
  • Controlling Tear Down.
  • Training Management
  • Trainers hunt and organizing the trainings to trainers with HO
Business Development Manager
Feb 2014 - Sep 2015 Dakshin Agencies
  • HR & Training Organizing
  • Meeting HR Managers for getting HR Consultancy business
  • Talent Hunt search for major clients in IT and Non-IT like Ponpure Chemicals, Indigo Airlines, Robosoft, Petrofac and many more.
  • Network Solutions sales done with DAX product support.
Manager - AMC Operations
Mar 2013 - Jan 2014 Digicomp Complete Solutions Pvt Ltd
  • Reduce the AMC costing
  • Manage entire flow of AMC calls
  • Meeting SLA as per the customer requirement.
  • Vendors Management
  • Responsibility of managing calls, call center operations and the Stores Operations. Continuous monitoring and the auditing the stores in a periodic manner which helps smother functions of the STO.
  • Managing engineers and the overall operations
  • Managing the escalation calls
  • Responsibility of managing service partners and the dealer
  • Accountable for managing the entire banking support operations spread across Karnataka with the distinction of building a pioneering team of 75 engineers handling the support operations.
  • Monitored the QA Process at the Test and Repair Centre, assuring supply of only certified products in the Field.
  • L4 Operations Management & Technical Support
Manager- Logistics
Oct 2012 - Mar 2013 Dax Networks Ltd
  • Controlling Inward
  • Controlling QC and timely update the QC
  • Maintains the Ware House Stock
  • Stock flow control
  • Vendors Management
  • Controlling Branding
  • Talking with OEMs and updating technical data's in WEB
  • Outward control
  • Team Management
  • Cost control
  • Control branding activity
  • WTY database management
  • IT backend Service Delivery Process Automation.
  • IT professional services Delivery and management.
  • People Management
  • AMC and IT Service Delivery – PAN India.
  • Driving the team for Committed SLA Achievement.
MANAGER-LOGISTICS
Jan 2011 - Jun 2012 REPAIR AND RETURN TECHNOLOGY INDIA PVT LTD
  • Responsibility of Managing calls and operation smooth flow.
  • Team Management
  • Updating ELS test in time.
  • Responsibility of Reverse Logistic Performance and per the agreed SLA.
  • GSP / ASP customer Satisfaction Monitoring
  • Responsibility of Error free Dispatches as per the SLA.
  • Responsibility of Import Clearance as per the SLA.
  • DOA repair monitor and Responsibility of second Sales to the distributor.
  • Monitoring Process Flow in our Ware House.
  • Monitoring Receipt operations.
  • Controlling Tear Down.
  • Managing entire operations of Ware House in Chennai.
  • Vendor Management
  • Supply Chain monitoring
  • Getting new business from the existing customer (Sony)
  • Cost cutting
SR. OPERATIONS MANAGER
Jun 2009 - Dec 2010 AFORESERVE.COM LTD
  • Responsibility of Managing calls and operation smooth flow.
  • Team Management
  • Updating ELS test in time.
  • Meeting SLA as per the customer requirement.
  • Vendors Management
  • Appointment of new franchisee across south.
  • Responsibility of Achieving WE/AMC packs target for mobile phones.
  • Customer Satisfaction Monitoring
  • Responsibility of Business development in the area of Mobile phone accessories.
  • Vendor Management and monitoring supply Chain Process
  • Responsibility of Market survey in terms of Mobile phone service.
  • Monitoring Process Flow in our stores.
  • Monitoring SPO operations.
CUSTOMER SUPPORT MANAGER
Jan 2007 - May 2009 HCL INFOSYSTEMS LTD
  • Responsibility of managing calls, call center operations and the Stores Operations. Continuous monitoring and the auditing the stores in a periodic manner which helps smother functions of the STO.
  • Managing engineers and the overall operations
  • Managing the escalation calls
  • Responsibility of managing service partners and the dealer in costal AP.
  • ASP Service Payment Clearance
  • Generating revenues.
  • Monitoring the process flow
  • Vendor Management
  • Monitoring CSS (Customer Satisfaction Survey)
  • Operations Manager for Vijayawada upcountry location.
  • Understanding Technical knowledge of TOSHIBA and HCL Laptops.
  • Good hands on experience of TOSHIBA laptops.
  • Co-ordination with TOSHIBA for spares and Technical.
  • Service Sales
  • Legal cases handling with legal support from HO & Local
ASST TERRITORY MANAGER
Aug 2001 - Jan 2007 CMS COMPUTERS LTD

The Growth Path with Notable Contributions;

Asst Territory Manager                                                                                                                                        Mar’05 – Jan ’07

  • Accountable for managing the entire banking support operations spread across Karnataka with the distinction of building a pioneering team of 75 engineers handling the support operations.
  • Monitored the QA Process at the Test and Repair Centre, assuring supply of only certified products in the Field.
  • Achieved a business growth of 100% in the 2 consecutive years of tenure. SBI is started with 59 Branches AMC in the year of 2002-04. Next tender (Year of 2004-06) SBI released the order for 120 Branches spread across Karnataka.
  • Expecting to achieve a business growth of 44% in the next 2 years
  • Apart from AMC achieving average of 2.0 Lacs / Month in upgrade Business.

Group Leader                                                                                                                                                        May’ 03-Feb’05

  • Successfully led a team of Service Engineers and managed the State Bank of India team.
  • Accountable for servicing, maintenance and installation of State Bank of India customers ensuring 99% uptime for Servers and line Printers, 95% Uptime for Other Products.

Customer Engineer                                                                                                                                              Aug'01-May'03

  • Successfully led 25 Locations of State Bank of India All over in Karnataka. Only the warranty support. 
  • Accountable for servicing, maintenance and installation of branded servers (Like IBM, HP and dell), Desktop and Networking Products in SBI
CUSTOMER SUPPORT ENGINEER
Aug 1999 - Aug 2001 ZENITH COMPUTERS LTD
  • Distinction of managing the installation, Service and Maintained of the Corporate Customers
  • Customer support engineer for State Bank & TVS Motors, Hosur
  • Managed desktop & Servers
  • Worked with Novell & Windows 95,98 & NT
  • Worked with IBM Servers.
CUSTOMER SUPPORT ENGINEER
Jan 1998 - Aug 1999 FLAKE AGENCIES
  • Installation and maintaining all type of printers and UPS in TVS Motors Ltd, Hosur.
  • Installation and maintains of Higher end UPS of TVSE-IMV (5 KVA, 40 KVA) Paralleling technology, Remote Monitoring.
  • Installation and maintaining desktops in Ashok Leyland Ltd, Hosur.

Education

BES
Jun 1993 - Apr 1996 Madras University
ITIL
Aug 2004 - Aug 2004 ITIL