Dinesh Kumar Rajendran

Network & Telecom Operations Leadership:

• Led network operations, providing L1 & L1+ technical support and incident management to maintain optimal network performance.
• Delivered end-to-end LAN/WAN, VPN, and firewall support, ensuring seamless and secure network connectivity.
• Configured, updated, and deployed network hardware and firmware, facilitating efficient infrastructure rollouts.
• Escalated complex network issues to L2/L3 support teams, collaborating with vendors to expedite resolution.
• Conducted network performance analysis, identifying and mitigating latency issues through log reviews and bandwidth optimization.

Telecom & VoIP Management:

• Oversaw daily telecom operations, ensuring uninterrupted communication for end-users and contact centers.
• Specialized in RingCentral VoIP support, optimizing call routing, SIP trunking, and IVR configurations to enhance efficiency.
• Streamlined RingCentral provisioning and queue management, improving agent workflows and contact center performance.
• Investigated and resolved advanced VoIP and telecom issues, escalating as needed to uphold call quality and network reliability.
• Integrated RingCentral with CRM systems, enhancing enterprise communication capabilities and operational efficiency.
• Partnered with telecom vendors, ensuring SLA compliance and rapid resolution of service disruptions.

IT Service Desk & Operations Excellence:

• Led IT Service Desk operations, ensuring swift issue resolution in strict adherence to SLAs.
• Managed Tier 3 support for Remote Desktop, Network, and Telecom services, driving excellence in service delivery.
• Implemented process automation and best practices, reducing downtime by 15% and enhancing operational efficiency.
• Optimized IT inventory management and procurement, achieving significant cost savings.
• Maintained the integrity of global IT infrastructure, ensuring consistent service reliability and business continuity.
• Spearheaded ITSM projects, significantly improving incident resolution rates and elevating service quality.
• Fostered cross-functional collaboration, aligning IT strategies with overarching business objectives.
• Partnered with project team members to identify and quickly address problems.
• Mentored junior team members, fostering professional growth and increasing overall team efficiency.

Experienced Senior Technical Support Lead | Network & IT Operations | VoIP & Telecom Solutions

Results-driven Senior Technical Support Lead with a strong background in network operations, IT service management, and VoIP/telecom solutions. Adept at managing L1 & L1+ network support, incident resolution, and IT service desk operations, ensuring seamless business continuity and peak performance.

Core Expertise & Value Proposition:

• Network & Infrastructure Management: Skilled in LAN/WAN, VPN, firewall administration, and network troubleshooting, driving operational stability and security.
• VoIP & Telecom Optimization: Specialized in RingCentral VoIP solutions, enhancing call routing, SIP trunking, and IVR configurations to streamline communication workflows.
• ITSM & Service Excellence: Led cross-functional teams to optimize IT service desk operations, reducing downtime by 15% through strategic automation and best practices.
• Vendor & SLA Management: Strong track record in vendor coordination, ensuring SLA compliance, prompt issue resolution, and cost-effective IT infrastructure improvements.
• Process Improvement & Innovation: Spearheaded ITSM enhancements, integrating RingCentral with enterprise systems, boosting communication efficiency and service delivery.

Proven ability to drive operational efficiency, optimize IT infrastructure, and align technology strategies with business goals. A results-oriented leader committed to delivering scalable, high-performance IT solutions in dynamic enterprise environments.

• Completed preventive maintenance on set schedules.
• Reduced downtime for critical systems through effective troubleshooting and root-cause analysis.

Company Overview: Information Technology Services

• Led critical service recovery efforts during high-priority incidents, achieving a 95% success rate in restoring normal operations within SLA parameters.
• Implemented and enforced ITIL-aligned processes, optimizing incident management efficiency and significantly reducing business disruptions.
• Championed operational excellence by streamlining IT service workflows, enhancing response times, and driving continuous improvement in service delivery.
• Ensured business continuity and resilience, proactively mitigating risks and fortifying IT infrastructure against potential disruptions.
• Established solid partnerships with key stakeholders throughout the organization to ensure seamless service delivery and alignment with company objectives.
• Developed strong relationships with clients, fostering trust and loyalty through exceptional service delivery.

Client: Dell Asia-Pacific Support

• Delivered comprehensive phone, email, and chat support to business users, ensuring exceptional customer experience and technical resolution.
• Provided end-to-end hardware and software support for Dell laptops, desktops, printers, and other business-critical devices.
• Diagnosed and resolved complex technical issues, optimizing system performance and minimizing downtime for enterprise users.
• Ensured adherence to SLA commitments, maintaining high first-call resolution rates and customer satisfaction.
• Collaborated with cross-functional teams to enhance support processes, knowledge base documentation, and service efficiency.
• Demonstrated expertise in troubleshooting, system configurations, and proactive issue resolution, reinforcing Dell's reputation for quality support.

This version highlights your technical expertise, problem-solving skills, and commitment to service excellence.

• Improved customer satisfaction by resolving complex technical issues in a timely manner.
• Delivered excellent customer service by communicating effectively with non-technical clients, simplifying complex concepts for easy understanding.
• Worked closely with account management teams to identify upsell opportunities and provide ongoing technical support for key clients.
• Served as an escalation point for complex technical issues, providing expert guidance and recommendations for resolution.

Client: British Telecom (BT) – Chennai
Role: Technical Support Specialist

• Provided technical assistance to BT UK customers, ensuring seamless connectivity for fiber optic internet services.
• Specialized in modem and router troubleshooting, optimizing WiFi performance, and resolving issues related to personal computers, signal boosters, and wireless printers.
• Delivered customer-centric solutions, enhancing service efficiency and user experience through effective remote support.
• Developed expertise in BT service sales, successfully promoting anti-virus products, premium technical assistance, and value-added IT security solutions.
• Strengthened problem-solving and communication skills, fostering positive customer interactions and reinforcing brand loyalty.
• Improved customer satisfaction by resolving technical issues in a timely manner.
• Managed high call volume during peak hours, maintaining exceptional service standards under pressure.