1. G. MAHADEVVAN
Mobile:8660473270, ~ E-Mail: Mahadevvan.ganesan@gmail.com
Seeking assignments in the domain of Infrastructure Management Support, Incident Management, Project
Management, Service Delivery & End User Support, with an organisation of high repute, preferably in IT
industry
PROFESSIONAL SYNOPSIS
- Seasoned Professional with widespread experience in heading teams for driving overall Business
Development, Customer Support in IT industry.
- Responsible for Managing Service Delivery End User Support for Domestic Clients & Project Management
- Reviews ,Performance management ,Resource Metrics, Training & Skill Development
- Getting continuous Business & Billing through Service Engagement Services
- Motivating teams by arranging internal training and extracurricular activities
- Handling customer escalation end to end along with respective team
- Building strong customer relationship to increase the business to the organization
- Periodic review with customer to obtain the feedback about Service and to improve support structure
- Call analyzing and implementing the service improvement plan (SIP)
- Building a strong internal team to Support customer at any point of time
- Understanding the customer needs and structuring support services accordingly
- Handling Infrastructure project for Principle.
- Handling customer consultation, customize solution and managed services
AREAS OF EXPERTISE
Functional Skills:
- Installing & troubleshooting Windows 2000/2003 Server / Windows XP / 2000 Professional / 98 Operating
System.
- Concept awareness of LAN, WAN, Switches, Modems, Routers, etc.
- Implementation Servers and configuring RAID levels according to customer requirements.
- Hand holding and increasing confident level to the Customer by giving end to end solutions.
- Contracting And Sub Contracting Engagements
WORK EXPERIENCE
Jul’11 – till Date with Precision Infomatic (M) Pvt. Ltd., Chennai as Regional Manager – Customer Support
(BLR)
Handling Bangalore Branch Operations
Handling Service delivery team and managing Delivery Operations management engagements and managing
implementation projects
Generating service revenue through Service Engagement, new implementations
Transition Activities by Motivation, Training & Skill Development
Weekly Incident & Performance Review, implemented service improvement initiatives.
Driving SLA Based deliverable for OEM’s
Giving Sales Support, Resource Identification,
Customer Engagement
2. Feb’11 – Jul’11 with Aforserve Ltd., Mumbai as Operational Manager
Accountabilities:
- Heading Service Delivery team and managing delivery operations Project & Service Desk facilities management
engagements.
- Looking after the account management and overall customer satisfaction management for Mumbai region by
achieving through their BFT (Business Fundamental Table) metric targets.
- Leading service team size of 85 Resource with different skill sets.
- Planning and implementing service improvement initiatives for Mumbai region.
Major Highlights:
- Actively involved in driving initiatives to build competencies of teams like:
o Mentored the Logistics team for delivering within SLA, handling follow-up required and to get
extension required.
o Led the coordinators deliverables / follow-ups and meet SLA.
o Established the process for per event repair, carried out weekly review with Coordinators /
Managers.
- Successfully resolved the major technical issues pertaining to BFT Parameters (controlling part per machine,
analyzing on re-repair call.
- Steered efforts for closing 85% Calls on next business day and achieved the same.
Nov’07 – Jan’11 with Precision Informatic (M) Pvt. Ltd., Chennai as Manager – Customer Support (Mumbai
Branch)
Accountabilities:
- Handled HP Managed Service Accounts in various phases.
- Understood the HP’s and end customer requirements’ prepared SLA and commercial based business
criticality.
- Administered technical discussions, transition and vendor identification.
- Planned and allocated resources’ reviewed accounts internally and HP on periodic basis.
- Maintained the HP - ASDP (Authorized Service Delivery Partner) status for Mumbai region by achieving their
BFT (Business Fundamental Table) metric targets.
- Generated service revenue through Service Engagement’s / Managed Services / Solutions/ Upgrades & new
implementations
Major Highlights:
- Successfully handled accounts like:
It Infrastructure support for Western Region along with Server resource @ Mumbai and Pune for
HP & Non HP Servers with 6 CTR.
Implemented 24x7 Service desks, Server resources @ Hyderabad, Mumbai & Kolkata for
Infrastructure break fix support at across India for HP & Non HP Servers with 6 CTR.
End User Computing break fix support with NBD resolution.
- Transition initiative includes Training & Skill Development for New Skills.
- Furnished timely support for DS4000 Server Breakdown in Delhi by organizing Engineer / procuring part from
Bangalore and resolving the issue.
3. - Stellar role in developing strong relationship with vendor for MVS Support and strong ISS Team & setting
process for in-house support.
- Successfully managed the installation of thin Clients and connectivity to Central server in Remote Places.
Jan’01 – Nov’07 with PCS Technologies Ltd., Location
Growth Path:
Jan’01 – Apr’03: Customer Support Engineer
Apr’03 – Apr’04: Senior Customer Support Engineer
Apr’04 – Apr’06: Specialist
Apr’06 – Dec’06: Associate Territory Manager
Jan’07 – Nov’07: Senior Territory Manager
Accountabilities:
- Handled Service delivery team and managing Delivery Operations for On-site Facilities management
engagements and managing implementation projects
- Managed key customers, overall Customer satisfaction management for Tamil Nadu & Pondicherry
region; handled escalations.
- Lead a Service Team size of 75 Engineers with different skill sets.
- Planned and implemented service improvement initiatives for Tamil Nadu & Pondicherry Region.
- Generated service revenue through End User Computing, Infrastructure Management Support.
- Built and controlled IT systems establishing consistent, accurate, reliable and economical teams deliver
services as per SLA metrics.
- Successfully managed Banking Sector across Tamil Nadu & Pondicherry Region with team size of 40 Eng for
24/7 Support includes (CMDB, Supplier Management, Incident Management & Problem Management).
PREVIOUS ASSIGNMENTS
Apr’99 – Dec’01 with Nexus Computers Pvt. Ltd., Chennai as Customer Support Engineer
Nov’97 – Mar’99 with CRAC Computers Pvt. Ltd., New Delhi as Customer Support Engineer
Oct’95 – Oct’97 with Autometers Limited, NOIDA as EDP In charge
June’91 – May’95 with Romani & Company, Chennai as Supervisor
EDIFICATION
Diploma in Computer Science & Engineering: Thai Moogambigai Polytechnic College in 1991
Professional Enhancements:
- Attended ITIL V3 Foundation Training in the year 2009.
PERSONAL DOSSIER
Present Address : 297/a, Jaya Nilaya, Puttappa Layout, Tippasandra 560075.
Permanent Address : H. No. 12, V.R.B. Nagar, Minjur – 601203, Tamil Nadu
