M. Manikandan Mobile: +91-7829888476 ~ E-Mail: manitpv@gmail.com

In quest of challenging positions in Operations, Service Delivery, Project Management, Process management with a reputed and growth-oriented organization, preferably in the IT segments.

To showcase the value of PMP, ITIL Expert and PRINCE2 Practitioner certification leading to better alignment between Business and IT Layers of an Organization.

CAREER DIGEST

PMP, ITIL Expert and PRINCE2 Practitioner certified with 13+ years of experience in Service Deliverables,

Project Management, Process Management, and Training & Development with reputed organisations. Proficient

at managing & leading large teams for running successful customer service operations & experience of

developing procedures, service standards for achieving business excellence. Deftness in monitoring delivery of

high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work

processes, with effective resolution of escalations within turnaround time.

Skilled in formulating and implementing strategies, aimed at facilitating business expansion & growth, new

market development, effective product promotion and client retention.

Ability to create, support and sustain a positive work environment that fosters team performance. Possess

proactive attitude, capability to think in & out of the box. An effective communicator with strong leadership,

relationship management, coordination and analytical skills.

PROFICIENCY MATRIX

~ Customer Service ~ Service Delivery ~ Service Strategy

~Strategy Planning ~ Operations Management ~ Project Management

~ Training & Development ~ Process Transitioning ~ Change Management

~ Systems Implementation ~ Performance Mgt ~ Quality Assurance

~ Expansion/ Growth Initiatives ~ Disaster Recovery Management ~Team Management

CAREER SKETCH

Dy.Manager–Service DeliverySince Dec’05 TPV Technology, India, Bangalore

Strategy Contributions: Enhancement of Authorized Service Provider (ASP) network throughout India to improve the reach,

Turnaround Time (TAT), Customer Satisfaction (CSAT), First Call Resolution (FCR), Average Handling Time (AHT), Accessibility rate, inventory management and to reduce Cost per Incidence (CPI).

Working with the top management in working out strategies to shape the service process, parts management, spare parts warehouse and service desk function.

Playing a key role in Portfolio creation and IT Return On Investment (ROI) justification with proper business cases.

Distinction of establishing: Corporate office & separate spare part warehouse in Pondicherry and a Service Desk Function

Managing budgets, costs, and institutionalizing processes & quality standards for achieving smooth business delivery.

Design Contributions: Creation of Service Catalogue.

Actively involved in Service Level Management: o Draft & implement Service Level Agreement (SLA) for AOC range of products like Monitor, Smart

Monitor, TV and Tablets.o Negotiate, draft & implement SLA with OEMs like HCL, Acer, Wipro etc.,

o Defining the Organisation Level Agreement (OLA) with internal customers.

o Draft, negotiate, agree & implement the Under pinning contracts (UC) with the suppliers.

o Review and improvement of service levels.

Playing a vital role in Supplier Management:o Evaluate, establish and manage suppliers and contracts.

o Review and terminate contracts.

Evaluate availability and capacity planning to satisfy business requirements. Pioneered solutions for Security planning: both physical and logical. Assessing risk and design of risk management plans. Co-ordinating for developing and implementing CRM design and changes.

Transition Contributions: Successfully handled Change Management from Single Service Provider PAN India to a Multi Service

Provider district wise. Successfully handled Change Management from in-house to outsourced service desk function Performed effective analysis of CRM changes during Release and deployment. Testing around acceptance criteria. Transition planning and support. Maintenance of asset inventory through regular verification and audits. Identify, capture, maintain, transfer of knowledge through efficient communication channels. Delivered effective Training on products & processes to ASP, Employees, Service Desk, Sales network &

customers

Operations Contributions: Efficiently handling the Service Desk Function.

Determining the operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

Maintaining and improving by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement

Handling the Service Deliverables through Call Management Group. Aligning various processes and reports for internal & external management with the core business goals. Overseen operational performance of the department to ensure alignment with corporate profit goals. Maintained an excellent relationship with the customers and the call closure rate at the agreed standards. Overseeing and handling the escalated calls. Conducted regular technical and operational review meetings with the customers and OEM’s to improve

their level of confidence on the product/ support. Co-ordinated with Field support engineers, India Technical Support and Factory Technical Support Group to

resolve escalated technical issues and resolved Client problems in a meticulous and organized fashion. Investigating and maintaining of Known error data base with solution & workarounds. Involved in recruitment for call centre and call management group. Trained and mentored team members to improve productivity of the team as a whole. Functioned as a team member and boosting the associate’s confidence. Played a key role in interacting with the Spare parts management and RMA team. Worked closely with sales team in keeping the dealers/distributors intact by which cash flow is good. Conducted regular visits to dealers/ distributors and making them in close contacts. Conducting Service Review meetings and feeding the improvement triggers to Quality Assurance team.

Key Highlights

o Continuously maintained CSAT above 90%

o Consistently achieved TAT above 85%

o Controlled & reduced the Cost per incidence (CPI)

o Regulated the inventory exposure

o Enhanced the ASP network through district wise expansion

o Improved the % of Technical resolution (FCR) and made the Service Desk function as a profit centre

o Consistently maintained an AHT of 3 minutes and accessibility rate above 95%

o Established service process in Sri Lanka & Bangladesh.

Continual Service Improvement Contributions: Evaluating employee performance for improvements through daily, weekly, monthly reviews. Reviewing weekly, monthly and yearly performance of ASP and Service desk function for Improvements. Reviewing the failures to enable process improvements Formulating process for ASP Audits Conducting Departmental Audits Conducting Inter Department Audits Regular review of work instructions & SOP Maintaining high customer satisfaction levels, thereby ensuring repeat & referral business.

Project Management Achievements: Directed the planning, design, production and management of CRM application. Supervised project teams,

including programmer, web designer, database manager and other internal project staff. Met regularly with interdepartmental workgroups to monitor, evaluate CRM performance and recommend improvements.

Spearheaded and directed PAN India expansion of ASP network resulting in improved TAT, CSAT and reduced cost.

Applied Lean Six Sigma methodology, pioneered, trained and mentored cross functional departments to expedite workflow, simplify processes and reduce operation costs.

Sr. Customer Support EngineerOct’03 – Nov’05 Lipi Data Systems Ltd., Bangalore, India

Operations Contributions: Provided Technical Support for the Line Matrix, High Speed Dot Matrix, Thermal, Laser, Smart Card and

Passbook Printers. Made planning for preventive maintenance calls, management of breakdown calls and installation calls. Worked closely with marketing and sales department regarding product presentation, demos and

competitor’s product information and helped in evaluation of the products. Conducted training to OEM on LIPI products. Earned revenue for service through AMC, adding new accounts and maintaining good cash flow by timely

payment collections. Followed call closure rate @ 98% and maintained an excellent relationship with the customers.

Continual Service Improvement Contributions: Provided apt feedback through Kaizen activities. Maintained high customer satisfaction levels, thereby ensuring repeat & referral business.

Customer Support EngineerMay’01 – Sep’03 HCL Infosystems Ltd., Visakhapatnam, India

Operations Contributions: Handled Test and Repair Centre as a TRC in-charge driving a team of 5 Engineers to achieve maximum

spares output.

Answered technical inquires (call tracking systems); conducted planning of the calls and spares. Provided field level technical support for the computer hardware, network related issues and peripherals. Handled MRO project single handed when working in sub locations successfully.

Continual Service Improvement Contributions: Successfully achieved maximum customer satisfaction through effective communication and co-ordination.

EDUCATION

2001 Diploma in Electronics (WSI) VLB Janaki Ammal Polytechnic, Coimbatore, India

2015 MBA (Operations) ICFAI University

CERTIFICATIONS

Project Management Professional (PMP)

ITIL Foundation

ITIL Service Strategy

ITIL Service Design

ITIL Service Transition

ITIL Service Operation

ITIL Continual Service Improvement

ITIL MALC

ITIL Expert

PRINCE2 Foundation

PRINCE2 Practitioner

Lean Six Sigma Green Belt professional

Certificate in Business Basics

Diploma in Management

TRAININGS

Attended Induction Training on Hardware/Networking conducted by HCL Infosystems Ltd., India.

Attended Technical/ Product training on:

o All Tally Products conducted by Lipi Data Systems Ltd., India.

o Fargo Products conducted by Fargo Inc. through Lipi Data Systems Ltd., India.

Attended Factory Process Training in TPV – Fuqing, China.

Delivering trainings on ITIL Foundation, Intermediate, Expert, CAPM, PMP, PRINCE2 Foundation & Practitioner

PERSONAL DETAILS

Date of Birth 28 May 1982

Marital Status Married

Languages Known English, Hindi, Kannada, Malayalam, Tamil and Telugu

Passport No. F5268836

Reference Mr.Venkatesan - 9740933776