Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Kamal Pillay

Kamal Pillay

Chennai

Summary

Eternal optimist and passionate learning professional with 15 years of expertise in End User Services, Service Desk, Service Delivery, Vendor Performance Management, ITIL Service Operations, Transition processes, and Knowledge Management, demonstrating a proven track record in technical support and team leadership.

Overview

15
15
years of professional experience

Work History

Manager- Technology Service Engineering

Walmart
Chennai
10.2021 - Current
  • Managed Service Desk Engineers to deliver first and second level technical support via diverse channels.
  • Created and maintained service desk processes, ensuring adherence to established standards.
  • Developed strategy for global support organization, implementing necessary policies and consolidating regional support.
  • Led end-to-end ITSM services across operational, tactical, and strategic levels.
  • Identified and integrated ITIL best practices within the organization for enhanced efficiency.
  • Provided strategic direction for Incident, Problem, and Ticket Management lifecycles to ensure governance.
  • Monitored critical incidents to guarantee compliance with Service Level Agreements.
  • Drove continuous process improvement initiatives to enhance service quality.

Team Leader

Wipro Technologies
Bangalore
05.2018 - 09.2021
  • Conducted candidate interviews and provided insights to enhance recruitment efforts.
  • Participated in senior leadership meetings, delivering team progress updates.
  • Resolved customer complaints promptly while maintaining high service quality.
  • Reviewed customer service surveys and developed strategies to improve satisfaction ratings.
  • Analyzed operational data to identify areas for departmental improvement.
  • Monitored daily workflows to ensure compliance with established policies.
  • Oversaw training programs to elevate team skills and established key performance indicators for effectiveness.
  • Championed adoption of new technologies to boost productivity and service delivery.

Team Leader

Wipro PVT LTD
Kolkata
03.2017 - 04.2018
  • Managed team of technical staff to deliver effective end-user support.
  • Resolved complex network, software, email configuration, and broadband issues.
  • Guided best practices for incident management, problem resolution, and change control.
  • Developed training plans to enhance employee knowledge on company technologies.
  • Maintained current knowledge of industry developments to identify product and service improvements.
  • Prepared monthly status reports tracking progress against quarterly goals.
  • Monitored performance of IT services to ensure adherence to SLAs.
  • Participated in strategy meetings with senior executives to plan future IT initiatives.

Subject Matter Expert

Wipro PVT LTD
Kolkata
01.2014 - 02.2017
  • Analyzed key performance indicators to determine effective strategies for improvement.
  • Evaluated departmental needs and delegated tasks to enhance overall production efficiency.
  • Assessed compliance of company operations with safety standards to mitigate risks.
  • Oversaw quality control processes to detect inconsistencies and malfunctions promptly.
  • Monitored operations and reviewed metrics to gain insights into company performance.
  • Set specific goals for projects to measure progress and evaluate end results.

L2 Tech Associate

Wipro PVT LTD
Kolkata
02.2011 - 12.2014
  • Configured routers, switches, firewalls, and networking devices to optimize network performance.
  • Analyzed system logs to identify potential issues within computer systems and networks.
  • Provided technical support for broadband and email issues impacting end users.
  • Investigated customer inquiries regarding technical issues and service requests.
  • Collaborated with departments to resolve operational technical challenges.
  • Participated in technology initiative meetings and workshops within organization.
  • Resolved open service tickets and technical support inquiries effectively.
  • Served as first point of contact for technical service calls and emails.

Technical Executive

IBM Technologies
Vishakapatnam
01.2010 - 10.2010
  • Drafted technical specifications documents for engineering teams based on customer requirements.
  • Developed strategies to enhance customer satisfaction with technical products.
  • Monitored system performance metrics to detect and address potential issues proactively.
  • Resolved complex problems by collaborating with departments to meet customer needs.
  • Provided technical guidance and leadership to team members throughout project lifecycles.
  • Assisted customers with product selection, ordering, billing, and returns.
  • Maintained detailed records of customer interactions for future reference.
  • Answered inbound calls, chats, and emails to facilitate effective customer service.

Education

Bachelor of Commerce - Accounting And Finance

M.S.R.S Siddhardha College
Vishakapatnam
05-2009

Skills

  • IT service delivery management
  • Project and team management
  • Incident and change management
  • Customer service operations
  • Quality assurance
  • Major incident management
  • Asset management
  • Technical support
  • Service desk innovation
  • Vendor management
  • Escalation handling
  • Process training
  • Continual improvement strategies
  • Technical tools: Active Directory, Office 365, ServiceNow, Cisco
  • Recruitment strategies
  • Operational efficiency

Timeline

Manager- Technology Service Engineering

Walmart
10.2021 - Current

Team Leader

Wipro Technologies
05.2018 - 09.2021

Team Leader

Wipro PVT LTD
03.2017 - 04.2018

Subject Matter Expert

Wipro PVT LTD
01.2014 - 02.2017

L2 Tech Associate

Wipro PVT LTD
02.2011 - 12.2014

Technical Executive

IBM Technologies
01.2010 - 10.2010

Bachelor of Commerce - Accounting And Finance

M.S.R.S Siddhardha College

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Kamal Pillay