HARESH A R
IT SUPPORT ,SERVICE DELIVERY
Mangalore,KA
Summary
Accomplished Customer Support Manager with a proven track record at IL&FS Securities Services, enhancing customer satisfaction and team performance through empathetic leadership and technical expertise. Excelled in streamlining workflows and reducing response times, showcasing strong skills in customer relations and IT support. Achieved significant improvements in support ticket resolution and network stability, demonstrating a blend of hard and soft skills.
Professional in customer support with strong track record in managing client interactions and resolving issues effectively. Known for fostering team collaboration and driving results, adapting seamlessly to changing demands. Expertise includes conflict resolution, communication, and leadership, with focus on enhancing customer satisfaction and operational efficiency. Recognized for reliability and results-oriented approach.
Customer support professional with extensive experience in managing support teams and driving customer satisfaction. Known for fostering teamwork and adaptability in dynamic environments. Recognized for problem resolution and communication skills.
Overview
29
29
years of professional experience
1
1
Certification
4
4
Languages
Work History
Customer Support Manager
IL&FS Securities Services
03.2003 - 01.2025
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Mentored junior team members to develop their problem-solving skills and advance within the company.
- Enhanced customer satisfaction by implementing effective support strategies and streamlining team workflows.
- Streamlined communication between customer support teams across different regions, leading to more efficient issue resolution.
- Developed comprehensive training materials for new team members, improving onboarding efficiency and overall team performance.
- Reduced response times for customer inquiries by optimizing ticketing system processes and prioritizing urgent issues.
- Developed strong relationships with key stakeholders, both internal and external, ensuring seamless collaboration in support-related matters.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Improved network performance by troubleshooting and resolving hardware, software, and connectivity issues.
- Reduced downtime for clients by providing efficient technical support and timely issue resolution.
- Conducted regular preventative maintenance on networks to ensure continued stability and performance.
IT Assistant Manager
CPG BPO
11.2012 - 01.2017
- Mentored junior IT staff members, empowering them to grow professionally while contributing meaningfully to the team''s success.
- Managed multiple projects simultaneously while ensuring timely completion of each within allocated resources.
- Implemented robust network security measures, minimizing vulnerabilities and protecting sensitive information from potential threats.
- Collaborated with cross-functional teams to identify business requirements for IT projects, ensuring alignment with organizational goals and objectives.
Customer Support Manager
GARUDA CORP SYSTEM
12.1995 - 07.2001
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
Education
Master of Arts - History
Madras University
Chennai 04.2001 -
Bachelor of Arts - Arts
Madras University
Chennai 04.2001 -
Diploma in Computer Technology - Computer Science
NanjappaInstitute
Coimbatore, India 04.2001 -
Skills
Customer relations
Additional Information
Experience in IT Support for the Capitalmarket Sector,
Experience in Entire operations in the Broking and Depository divisions.
Experience in Data Centre Management
Experience in Office administrations
Experience in CapitalMarket applications
Certification
Information Technology Infrastructure Library (ITIL) Foundation Certificate in IT Service Management - AXELOS Global Best Practice.
Travel,Treking
Interested in Solo Travelling, Trekking
Timeline
IT Assistant Manager
CPG BPO
11.2012 - 01.2017
Customer Support Manager
IL&FS Securities Services
03.2003 - 01.2025
Master of Arts - History
Madras University
04.2001 -
Bachelor of Arts - Arts
Madras University
04.2001 -
Diploma in Computer Technology - Computer Science
NanjappaInstitute
04.2001 -
Customer Support Manager
GARUDA CORP SYSTEM
12.1995 - 07.2001
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