John Pandian

• Orchestrated and led a proficient offshore team of Infrastructure Architects, delivering strategic guidance for ATT client projects.
• Oversaw the entire infrastructure design lifecycle, including design evaluations and architectural development, for pivotal undertakings such as Data Center Relocation & Consolidation, Private Cloud Capacity Enhancement, and Migration.
• Effectively facilitated the relocation of crucial processes to India, streamlining operational effectiveness.
• Spearheaded comprehensive talent acquisition endeavors, culminating in the formation and management of a high-achieving team.

• Formulated and optimized Disaster Recovery (DR) solutions tailored to the strategic needs of all clients in the North America (NA) region. Ensured that the design aligned with their predefined metrics and regularly conducted DR exercises to validate design accuracy.
• Consolidated operational prerequisites and coordinated with cross-functional teams to meet these requirements. Collaborated closely with key stakeholders and Account Managers to finalize comprehensive solution documents.
• Meticulously documented all outcomes and procedural details in the conclusive Recovery Solutions Document, ensuring strict adherence to the Statement of Work (SOW), and subsequently delivered these artifacts to the Testing Manager.

Achieved a remarkable 100% success rate in DR testing throughout my tenure

• Designed and prepared technical reports, studies, and related documentation.
• Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
• Monitored and tracked user progress to identify improvement opportunities.
• Spearheaded the Projects team, fostering close collaboration among members to facilitate information sharing and the development of innovative solutions, crucial for delivering comprehensive outcomes for the CenturyLink client.
• Held accountable for a spectrum of project-related responsibilities, encompassing server deployment and upgrades, OS and SAN migrations, and system decommissioning.
• Provided valuable support to architects by contributing to low-level designs and proposal development, ensuring the technical viability of project solutions.
• Actively engaged in all stages of the system development life cycle, from initial requirements analysis through to seamless system implementation.
• Collaborated closely with clients, internal teams, and diverse stakeholders to chart the strategic planning, execution, and integration of system-oriented projects.

Achievements:

• Successfully spearheaded the transition of the Project Performance front-end team to India, showcasing effective leadership in global operations. Uniquely responsible for managing HPUX-related projects, demonstrating specialized expertise and commitment to project excellence.

• Delivered Pre and Post-Sales technical support to North American customers via phone and web channels, specializing in HP-UX, Linux, and Midrange Storage products.
• Played a pivotal role in supporting the Sales team with solution guidance both in the pre-sales and post-sales phases.
• Managed team resource allocation based on demand forecasts, conducted regular refresher training sessions, and adeptly handled escalations to ensure operational efficiency.
• Initiated an internal Lean Six Sigma project aimed at reducing customer dissatisfaction (DSAT) and improving Average Handle Time (AHT). Pioneered proactive analysis of closed tickets, resulting in heightened customer satisfaction and increased repeat business. This commitment to resolving support issues bolstered the company's reputation and nurtured a loyal client base
• Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.

• Led a dynamic team of 20 Help-desk Engineers at the Microsoft Global Service Desk, overseeing all facets of their performance and ensuring seamless operations.
• Maintained rigorous control over SLA parameters, including Average Handle Time (AHT) and Customer Satisfaction (CSAT). Effectively managed work distribution among the engineers, provided guidance and mentorship, approved ticket escalations, conducted random call/chat/email audits, offered constructive feedback, and compiled yearly performance scorecards for the engineering team.

Achievements:

• Garnered recognition as the recipient of the Best Tech Lead Award for two consecutive quarters, reflecting a commitment to excellence and leadership within the organization.
• Actively contributed to two Six Sigma projects utilizing the DMAIC approach, resulting in enhanced control over AHT and CSAT metrics. This performance excellence led to a well-deserved promotion to the HPUX Response Center role

• Provided expert assistance in handling and troubleshooting customer inquiries, primarily for Gateway and Dell Computers, originating from the US region.
• Took on the role of mentoring fellow technicians, conducting refresher training sessions, and skillfully managing escalations, contributing to a cohesive and high-performing team

• Proficiently addressed and resolved technical issues on behalf of Gateway Computer's clients hailing from the United States and Canada region. The project primarily involved web-based interactions, including chat and remote access support.

• Instructed and guided students on a diverse range of subjects, including C, C++, Java, Shell Scripting, Unix, Linux, and more.
• Managed batch scheduling and ensured the efficient operation of laboratory infrastructure to enhance the learning experience.
• Actively participated in marketing campaigns, corporate presentations, and demonstrations, coordinating efforts to promote educational programs and engage with corporate partners.

• Provided comprehensive instruction to students in a variety of computer-related subjects, including C, C++, Java, Shell Scripting, Unix, Linux, and more.
• Managed lab equipment and resources to ensure a conducive learning environment for students.
• Spearheaded marketing campaigns and orchestrated corporate presentations and demonstrations to promote educational programs and engage with corporate partners.