Janakarajan Kannan
Support & Services Manager
Bangalore
Summary
Enthusiastic Services Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of KPIs and Project/Program management. Motivated to learn, grow and excel in Services industry.
Experienced & Certified Services personal with over 15+ years of experience in Support and Deployment Services. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while timely delivery of projects handled.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
5
5
Certificates
Work History
Senior Manager - Hyper Cloud Infra
Dell EMC
Bangalore
01.2020 - Current
- Establishing team objectives and drive performance improvements
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for in-bound calls( SLA & SLO).
- Setting quarterly individual goals and providing on-going performance feedback as well as formal performance appraisals
- Direct management responsibilities for all designated resources and their associated workload
- Develop and implement practices that measure effectiveness and performance of Technical Support Function
- Tracks and drives improvement on departmental Key Performance Indicators (KPIs)
- Driving Product Development response and delivery of resolutions to Development Escalations
- Aptitude to create team environment that sustains highly motivated group working to achieve common objectives
- Developed and implemented training initiatives for new hires.
- Increased customer satisfaction ratings to 95%.
- Managed customer contact center with 15+ direct reporting support representatives.
- Analyzed and developed service goals for Dell EMC MR Storage Support Services center.
Program Manager
Dell Technologies
Bangalore
02.2018 - 01.2020
- Created and managed master program plan for Key 50 accounts.
- Managed end-to-end project delivery for major Dell Technologies infrastructure and product deployments.
- Developed project plans with forecasts, estimates, and resource assignments
- Exceeded revenue goals, increasing revenue by 20% YoY
- Gathered 25% more deployment ideas from team members through implementing SPD ideation for planning, streamlining development processes and decreasing timeline by 10% without hurting quality.
- Provided guidance to team and other project managers throughout project life-cycle.
- Introduced Milestone tracker to enhance progress capture for all stakeholder.
- Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
Project Manager
Dell Technologies
Bangalore
02.2014 - 02.2018
- Prepare project documentation, deliverables, finances, resource allocations, and status
- Responsible for budgeting and forecasting, expense reporting, risk management, status reporting, and execution via PnL documentation.
- Develop strategy and architecture for clients in alignment with business plans
- Collaborated with Sales & Sales managers to formulate new customer communication policies, resulting in increased awareness on deliverables.
- Account for complete project lifecycle from inception to closure
- Developed implementation methodologies to rein in project costs while meeting key milestones.
- Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
- Developed and initiated projects, including managing costs, schedule and performance.
Sr. Engineer - Storage
Dell Technologies
Bangalore
08.2012 - 02.2014
- Provide Tier II technical support to Storage (MD, Equallogic, EMC &
Compellent) clients, Resellers and Third-party support providers on complex and escalated scenarios. - Provide troubleshooting and technical support via phone, Web based tools and email.
- During problem escalations, established liaison between customers and
Engineering support. - Collaborate with other teams and experts whenever required to solve complex technical issues.
- Continuously develop skills leveraging several learning tools available at Dell Technologies.
- Retained Customer Satisfaction Score of 98% and above at all time.
Technical Support Engineer - Compute
Dell Technologies
Bangalore
09.2011 - 08.2012
- Configured hardware, devices and software to set up work stations for employees.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Uploaded new software, rolled out updates and applied patches to servers upon release to thwart and threats from penetrating networks.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Developed technical designs for customers, consultants and contractors.
- Patched software and installed new versions to eliminate security problems and protect data.
Senior System Analyst
CHR Solutions India Pvt. Ltd
Bangalore
06.2010 - 09.2011
- Audited multi-system installations for conformance to business objectives, suggesting changes to meet performance thresholds.
- Analyzed proposed and extant systems for technological limitations and conformation with current technology needs.
- Utilized change management techniques to provide smooth transitions during new hardware and software introductions.
- Resolved or escalated problem tickets to resolve user issues.
- Oversaw installation of software programs and hardware systems to meet End-User requirements.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Supported system developers by creating system models, diagrams, and charts.
- Provided client support on system operation and troubleshooting.
- Maintained and administered computer networks and environments, including computer hardware, software and applications.
- Developed flowcharts and diagrams to describe and lay out 100% logical operational steps.
Technical Support Engineer
HP GlobalSoft Limited
Bangalore
06.2006 - 06.2010
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Developed technical designs for customers, consultants and contractors.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Bachelor of Engineering - Electrical and Electronics
04.2002 - 05.2006
Skills
Customer de-escalation
Certification
Dell PM3 certified
Accomplishments
- TellDell Manager score of 100% in 4 consecutive years
- Recognized by the senior management as Top performer with a Michel Dell award within PMO .
Timeline
Senior Manager - Hyper Cloud Infra - Dell EMC
01.2020 - Current
Program Manager - Dell Technologies
02.2018 - 01.2020
Project Manager - Dell Technologies
02.2014 - 02.2018
Sr. Engineer - Storage - Dell Technologies
08.2012 - 02.2014
Technical Support Engineer - Compute - Dell Technologies
09.2011 - 08.2012
Senior System Analyst - CHR Solutions India Pvt. Ltd
06.2010 - 09.2011
Technical Support Engineer - HP GlobalSoft Limited
06.2006 - 06.2010
Anna University - Bachelor of Engineering, Electrical and Electronics
04.2002 - 05.2006
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