Kajendran Lakshmanan
Hosur
Summary
Industrious Service Delivery Manager with a background training and coaching peers to achieve project and personal goals. Reputable leader ready to evaluate client needs and find solutions that exceed expectations. Considered a focused decision-maker and offering a pleasant personality.
Overview
15
15
years of professional experience
Work History
Service Delivery Manager – Desktop / Field Services
Tata Consultancy Services
04.2024 - Current
- I moved from Wipro to TCS as part of a project movement and did the same jobs as at Wipro
Service Delivery Manager-Digital Workplace Service
Wipro Technologies Pvt Ltd
Bangalore
09.2022 - 04.2024
- Assisted in developing budget plans for various projects related to service delivery management.
- Completed PC Refresh Project for APAC and India
- Assisted in creating multiple reports via Power BI
- Created multiple automation of reports and daily checklist via Power apps
- Monitered and automated the daily Gemba walk of printer and meeting room checklist
- As part of Hardware assets Management worked on the inventory and planned the quarterly stock replenishment
- Ensured SLA compliance and maintained service delivery quality standards.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Ensured compliance with relevant policies and procedures related to service delivery.
- Managed service delivery expectations.
- Managed end-to-end delivery of IT services to national clients, ensuring SLA compliance and customer satisfaction.
DWP - Operations Manager
HCL Technologies Pvt Ltd
Bangalore
04.2011 - 09.2022
- Started as a Technical engineer and grew up to be an Operations manager with HCL
- Managed EUC Infra services for DWP Team
- Managed service desk operations, including handling customer inquiries and complaints.
- Managed user profiles within identity management systems such as Active Directory or LDAP.
- Used automated tools for streamlining the process of provisioning and de-provisioning user accounts across multiple systems.
- Coordinated with other departments such as HR to ensure timely onboarding and offboarding of employees in terms of their IT access rights .
- Manged Remote Desktop Team
- Performed remote support sessions for customers using LogMeIn Rescue or similar tools.
- Developed documentation for IT processes and procedures related to desktop support activities.
- Responded quickly to emergency situations involving system outages or data loss events.
- Installed operating systems on computers according to company standards.
- Coordinated with vendors to troubleshoot hardware, software issues or procure replacement parts, equipment.
- Provided technical support to end users on a variety of computer hardware and software applications.
Technical Customer Support Engineer
Sutherland Global Services
Chennai
10.2009 - 04.2011
- Performed remote access troubleshooting using diagnostic tools such as ping, traceroute.
- Assisted customers in setting up their networks correctly.
- Troubleshot and resolved customer issues related to hardware, software, network and other technology-related problems.
- Created detailed documentation of customer interactions and resolutions for future reference.
- Provided technical customer support to customers via phone, email and chat.
- Updated existing information systems with new data from customers.
- Installed applications on users' computers remotely.
- Developed detailed technical documentation for customer inquiries.
Education
Bachelor of Arts - Philosophy
Suvidya College
Bangalore, Karnataka10-2007
Bachelor of Arts - English Literature
Madras University
Chennai, India05-2005
Skills
- Performance Improvement
- Project planning and scheduling
- Operations Support
- Customer Engagement
- Partner management
- Client Relationship Management
- Resource Allocation
- Customer Satisfaction
- Incident Management
- Service Level Agreement Management
- ITIL Framework
- Vendor Management
- Inventory Reconciliation
- Staff Management
- Power Bi(UI)
- Power Apps(UI)
Visa
Business Visa For US Valid till 2026
Personal Information
- Date of Birth: 11/02/1982
- Marital Status: Married
Languages
Tamil
First Language
English
Advanced (C1)
C1
Chichewa
Beginner
A1
Timeline
Service Delivery Manager – Desktop / Field Services
Tata Consultancy Services
04.2024 - Current
Service Delivery Manager-Digital Workplace Service
Wipro Technologies Pvt Ltd
09.2022 - 04.2024
DWP - Operations Manager
HCL Technologies Pvt Ltd
04.2011 - 09.2022
Technical Customer Support Engineer
Sutherland Global Services
10.2009 - 04.2011
Bachelor of Arts - Philosophy
Suvidya College
Bachelor of Arts - English Literature
Madras University
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