Summary
Overview
Work History
Education
Skills
Interests
Timeline
Hi, I’m

Daniel Kumar M

Enterprise Technical Support Manager
Bangalore
Daniel Kumar M

Summary

Meticulous Technical Support Manager with a reputation for reducing overhead costs through process change and process implementation. History of partnering with senior management to assess and develop company-wide policies. Customer-focused, successfully contributing to company profits by improving team efficiency and productivity. Skilled at effective negotiations and upskill techniques. Utilize excellent organizational skills to enhance efficiency and lead teams to achieve outstanding results. Detail-orientated, adept at making critical decisions, managing deadlines and conducting team reviews. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.

Overview

17
years of professional experience
3
years of post-secondary education

Work History

Azuga Telematics
Bangalore

Enterprise Technical Support - Manager
04.2019 - Current

Job overview

  • Leading dynamic group of Enterprise Technical Support Representatives driven by customer obsession. Dedicated to resolving customer issues and advocating for their needs. As their leader, pivotal in shaping team's and customers' success.
  • Provide strategic direction, oversee development and implementation of technical solutions, manage teams, set project timelines, and allocate resources effectively.
  • Oversees and maintains products and processes, including troubleshooting potential issues.
  • Overseeing day-to-day operations and activities of Enterprise Technical Support department.
  • Recommend changes and Implementation of process / products / services to help fulfill customer needs more efficiently.
  • Creating opportunities for team members to excel in role and grow to their best abilities
  • Good communication, direction setting, motivating and recognizing, conflict-resolution, hiring, onboarding and diversity, change management, and removing roadblocks.
  • Established continuous improvement initiatives to achieve KPIs.
  • Communicated effectively with technical support teams to resolve escalated issues swiftly and efficiently.

Dell Technologies
Bangalore

Client Technical Support Associate
09.2013 - 01.2017

Job overview

  • Engage in direct communication with US-based B2B clients to understand and diagnose their technical issues related to software.
  • Take screen recordings during client interactions to better comprehend nature of reported issues.
  • Replicate and troubleshoot basic and complex technical issues experienced by clients, including account setup.
  • Diagnose and troubleshoot technical issues, working diligently to identify points of difficulty within their workflow on software.
  • Collaborate closely with internal engineering team to escalate and resolve complex technical problems efficiently.
  • Provide prompt and accurate technical solutions to clients, ensuring their issues are addressed satisfactorily.
  • Refer to internal databases and external resources to access relevant information and maintain up-to-date knowledge of product and its updates.
  • Act as reliable resource for clients, offering guidance and best practices to maximize their productivity and experience with software.
  • Document and maintain detailed records of client interactions, issues, and resolutions in our support system.
  • Handle Answer L2 tickets, addressing more advanced technical inquiries and troubleshooting.
  • Handled both Hardware and Software support.
  • Created plans and communicated deadlines to complete projects on time.

First Source Solutions Ltmited
Bangalore

Quality Analyst
07.2007 - 10.2011

Job overview

  • To review quality of cases conducted by KYC Analysts measuring against defined procedures ensuring areas of non-adherence to procedures and remediation are highlighted
  • Take responsibility for maintaining high standard of accurate, up-to-date client information during all stages of Client relationship, to protect Company and Clients from Data.
  • Implemented methodologies to keep team operating consistently and produce reliable results for development during tenure.
  • Use strong communication skills to interact professionally with internal stakeholders, supporting delivery of excellent Client service.
  • Where appropriate, drive remediation by engaging with Team Leaders and Operational Management feeding in agent training requirements
  • Use strong problem solving and team working skills to resolve complex cases, ensuring Bank’s Policy and regulatory requirements are always met
  • Where appropriate, drive remediation by engaging with Team Leaders and Operational Management feeding in agent training requirements
  • Accurately record quality results to support reporting mechanisms and control measures
  • Identify opportunities for improvement and support implementation based on results and findings of quality monitoring
  • Ensure that QC standards are fit for purpose and cover relevant regulatory and business requirements

Education

Vinayaka Missions University
Salem, TN

Bachelor of Science from MPC
07.2010 - 07.2012

University Overview

Skills

Project Planning

Interests

Adventure Sports

Cooking

Timeline

Enterprise Technical Support - Manager
Azuga Telematics
04.2019 - Current
Client Technical Support Associate
Dell Technologies
09.2013 - 01.2017
Vinayaka Missions University
Bachelor of Science from MPC
07.2010 - 07.2012
Quality Analyst
First Source Solutions Ltmited
07.2007 - 10.2011

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Daniel Kumar M Enterprise Technical Support Manager