Ebenezer Gabriel
Asst. Manager
Chennai
Summary
Results-driven IT leader with 15+ years of experience in endpoint security, networking, and enterprise support operations. Proven expertise in handling L2/L3 escalations, driving RCA, and leading high-performing teams. Strong track record of improving SLA performance, automating reporting, and delivering data-driven insights through MBRs.
Overview
3
3
Certifications
22
22
years of professional experience
Work History
Assistant Manager
Concentrix
Chennai, India
10.2023 - Current
- Led team of 20+ engineers to achieve 90–96% SLA adherence
- Produced MBR reports and provided client insights to enhance decision-making
- Automated dashboards reducing effort by 40%
- Maintained CSAT >90%
- Achieved and maintained CSAT scores above 90%
Technical Lead
Concentrix
Chennai, India
08.2021 - 10.2023
- Streamlined processes to reduce backlog by 25%
- Enhanced troubleshooting procedures to improve resolution time by 20%
- Reduced repeat issues by 30%
- Supported team development to enhance overall productivity.
Technical Support Advisor
Concentrix
Chennai, India
03.2017 - 08.2021
- Resolved an average of 40 to 50 customer support tickets weekly
- Ensured adherence to service level agreements, achieving 98% compliance rate
- Developed solutions that led to a 25% reduction in recurring problems
Technical Executive → Subject Matter Expert → Team Leader
Sutherland Global Services
Chennai
08.2004 - 07.2011
- Advanced from technical support to leadership roles, managing hardware, software, and network troubleshooting across desktop, LAN, and remote environments
- Delivered customer support for printer and system-related issues across US & Canada, focusing on network configuration and OS deployment
- Directed teams to achieve high-quality resolutions, fostering customer satisfaction while mentoring and guiding team members
Education
Bachelor of Engineering - Electrical Engineering
Manonmaniam Sundaranar University
Tamilnadu,India 04.2001 -
High School Diploma -
St. Paul's Higher Secondary School
Chennai, India 04.2001 -
Skills
Tools & Automation
Microsoft Excel: Data analysis, reporting, dashboards, performance tracking
Microsoft PowerPoint: MBR decks, executive presentations, client reporting
Certification
Symantec Endpoint Protection 14.x Administration – Technical Specialist (Exam 250-605)
Accomplishments
- Improved SLA compliance from ~60% to 92% through workflow optimization
- Reduced manual reporting effort by 30% via Excel automation
- Decreased repeat incidents by 30% using effective RCA
- Increased team productivity by 20% through mentoring and process improvements
- Delivered impactful MBR presentations improving stakeholder visibility
Timeline
Assistant Manager
Concentrix
10.2023 - Current
Technical Lead
Concentrix
08.2021 - 10.2023
Technical Support Advisor
Concentrix
03.2017 - 08.2021
Technical Executive → Subject Matter Expert → Team Leader
Sutherland Global Services
08.2004 - 07.2011
Bachelor of Engineering - Electrical Engineering
Manonmaniam Sundaranar University
04.2001 -
High School Diploma -
St. Paul's Higher Secondary School
04.2001 -