Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
LOKESH RAJU.R

LOKESH RAJU.R

Chennai, Valsaravakkam,TN

Summary

Highly motivated and results-oriented Team leader with 14+ years of experience in technical support, cloud solutions, project management, and team leadership. Proven ability to lead and manage high-performing teams, deliver complex projects on time and within budget, and exceed customers / client expectations.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Team Leader

Corent Technology Pvt.Ltd
09.2023 - Current
  • Lead the team of Cloud technical solutions engineers and team leaders.
  • Plan and execute projects, ensuring timely delivery and quality.
  • Worked on Cloud migration, modernization, cost optimization, and SaaS technologies.
  • Communicates effectively with stakeholders regarding new requirements, product features, and client interactions.
  • Address and resolve technical issues that arise during project execution.
  • Interactions with partners/clients to understand their needs and ensure their requirements are met.
  • Oversee the infrastructure (IAS) scanning and assessment, generating and validating reports across three levels, with final validation and approval.
  • Preparing and presenting the project and performance reports to senior management on a weekly basis.
  • Conducts regular performance reviews, set goals, and provides constructive feedback.
  • Collaborate with the Senior Project Manager to lead the planning and execution of projects, defining project scope, goals, and deliverables.
  • Allocates the resources effectively to ensure project milestones are met on time.
  • Identify potential risks during project execution and develop mitigation strategies.
  • Maintain and update RAID logs, sending them to partners along with weekly project status reports.
  • Weekly governance program will be done on all the active projects and ensure that weekly project status and RAID logs will be sent to the partners via email which will take care by the respective project owner who handles the project.
  • Works closely with the Business Direction Program team to identify new opportunities/projects in Cloud Migration as a Service (MaaS), Cost Optimization as a Service (ComPaaS), Software as a Service (SaaS), Cloud Solution Provider Service (CSP) migrations, and Marketizers (Azure & AWS Marketplace).
  • Manages the partner onboarding processes and create Statements of Work based on the chosen Cloud service.
  • Created a salesforce management portlets and report generation for BDP team to improve and maintain the track of all the projects, account and billing statements
  • Actively participates in Product Road Map meetings, prioritizing customer/partner requirements.
  • Provides the regular project updates to the functional manager.
  • Deliver the product demos with corent technology one platform such as (Migration, Modernization, FinOps & SaaSOps) based on partner requests for new customers.
  • Contributed to SOC2, GDPR, and ISO audits by creating and implementing relevant policies and procedures.
  • Developed a new process to update individual spent time hours daily and monitor productivity.
  • Conducts daily scrum meetings with functional managers, team leaders, and the head of the technical solutions team to discuss active project status, requirements, open tickets, bug issues, and team performance.
  • Creates and updates the scrum meeting tasks in Google Sheets/Docs, ensuring timely task completion.
  • Distributes the weekly team performance reports and spent hours to team members and functional managers.
  • Send the Teams KRA & KRI on a quarterly basis.
  • Works with Corent Technology's cloud-based products, including MaaS, SaaSOps, ComPaaS, and Marketizer.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Team Leader

Fantabee IOE Labs Pvt.Ltd
09.2022 - 06.2023
  • Managed day-to-day operations of the technical support team.
  • Developed the work schedules and set team goals.
  • Handled technical escalations and ensured prompt resolution of customer issues.
  • Conducted team meetings and monitored performance metrics.
  • Created standard operating procedures and process improvement initiatives.
  • Implemented new standard workflows resulting in a 60% reduction in response times and a 70% increase in customer satisfaction.
  • Worked with Salesforce development team to tailor solutions for the project CRM.
  • Collaborated with the engineering team on technical issues and process improvements.
  • Conducted regular reviews and implemented preventive measures to reduce technological failures.
  • Successfully created and implemented a comprehensive technical support process from the ground up, ensuring efficient handling of customer inquiries and troubleshooting issues.
  • Worked on 802.11 wireless standard router models such as AD, AY, router.
  • Communicated KPIs outlined in half yearly plan to inform employees of expectations and deliverables.
  • Coached team members to meet KRAs and KPIs.


Escalation Team Lead ( Specialist)

Movate Technologies
03.2014 - 09.2022
  • Led escalation processes and ensured case progression.
  • Developed the work schedules for the team on a weekly basis.
  • Trained team members on technical topics and troubleshooting methods.
  • Spearhead initiatives aimed at reducing the overall number of escalated cases by addressing the root causes and implementing the preventive measures where possible.
  • Enhanced internal communication between the departments, fostering the better collaboration in resolving complex technical cases.
  • Conduct regular reviews of individual team member performance when handling escalated cases, offering constructive feedback and targeted coaching sessions for improvement areas identified.
  • Maintained high first call resolution rates (FCR) and accurate documentation.
  • Provided desktop and remote support to clients in USA, UK, and Australia.
  • Offered advanced technical support through multiple channels.
  • Supported client users with technical issues via phone, email, and web.
  • Initiated and managed a new outbound team focused on renewing existing and expired technical support contracts, significantly increasing revenue for the business and client.
  • Documented all customer interactions in CRM/Salesforce to maintain the documentation rate accuracy as more than 97 %.


Senior Technical Consultant

Sutherland Global Services
02.2011 - 03.2014
  • Assisted with hardware, software, and application support for all clients across the globe.
  • Trained new associates on virus removal, imaging software, and remote access.
  • Ensured end-user satisfaction through status updates and follow-ups.
  • Performed antivirus/malware scanning and removal.
  • Supported client users with technical issues via phone, email, and web
  • Provided L2 support for Symantec antivirus, Mcafee security and Endpoint Protection.
  • Help the client with new installation and configuration of firewall and security software's.
  • Managed installation and troubleshooting of network & wireless printers.
  • Followed all the quality parameter and provide the exception support assistance over the phone.

Education

Bachelor of Engineering, BE - Electronics And Communications Engineering

Kamban Engineering College
Tiruvannamalai, India
05.2007

Skills

  • Team leadership and management
  • Work Planning and Prioritization
  • Strategic Planning
  • Customer service and Relationship management
  • Technical support and troubleshooting
  • Experienced in process improvement and standardization
  • Training and knowledge sharing
  • Experienced in managing client and project management
  • Team player, effective communication, problem solving and adaptable to new technologies
  • Cloud computing expertise, Networking knowledge, software & application support, CRM / ticketing systems

Accomplishments

    Senior Team Leader - Corent Technology Pvt. Ltd.

  • Developed and implemented a new process to monitor individual productivity, contributing to significant operational efficiency gains.
  • Played a crucial role in SOC2, GDPR, and ISO audits by creating and implementing relevant policies and procedures, ensuring compliance and improving overall audit readiness.

    • Team Leader - Fantabee IOE Labs Pvt. Ltd.

  • Led a technical support team, developed SOPs, optimized workflows, and improved customer satisfaction by 20%. Enhanced team performance through regular training, quality monitoring, and process standardization.
  • Won the SPOT Light Award in recognition of best team handling and provided a noteworthy performance in the team.

    • Escalation Lead, Movate Technologies Pvt. Ltd.

  • Established an outbound team to renew technical support contracts, boosting renewal rates by 55%. Maintained a 95% first call resolution rate, provided advanced technical support, and drove significant revenue growth. Handled multiple teams and provide the deliverable with success.
  • Won the HI- Flyer award for the 4 quarters, in the year of 2017 in recognition of the outstanding performance and contribution to business.
  • Won the STAR of the Year award in recognition of the contribution towards business and performance beyond the call for duty for the year 2019.

Certification

  • Certified : Microsoft Azure Administrator Associate, valid till 05-July-2025.
  • Certified : Scrum Master, Learntube by CareerNinja obtained on 11-July-2024.

Languages

Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Telugu
Intermediate (B1)

Timeline

Senior Team Leader

Corent Technology Pvt.Ltd
09.2023 - Current

Team Leader

Fantabee IOE Labs Pvt.Ltd
09.2022 - 06.2023

Escalation Team Lead ( Specialist)

Movate Technologies
03.2014 - 09.2022

Senior Technical Consultant

Sutherland Global Services
02.2011 - 03.2014

Bachelor of Engineering, BE - Electronics And Communications Engineering

Kamban Engineering College
  • Certified : Microsoft Azure Administrator Associate, valid till 05-July-2025.
  • Certified : Scrum Master, Learntube by CareerNinja obtained on 11-July-2024.

Similar Profiles

  • ANTO LOURDU RAJ JEROMIAS

    ANTO LOURDU RAJ JEROMIASANTO LOURDU RAJ JEROMIAS

    Senior Business Analyst /Product Manager at Corent Technology Private LimitedSenior Business Analyst /Product Manager at Corent Technology Private Limited

    View Profile
  • S Adithyan

    S AdithyanS Adithyan

    Software Engineer at Corent Technology Pvt LtdSoftware Engineer at Corent Technology Pvt Ltd

    View Profile
  • Manoj Taneja

    Manoj TanejaManoj Taneja

    Lead II - Software Engineering at US Technology International Pvt.Ltd .(US Technology)Lead II - Software Engineering at US Technology International Pvt.Ltd .(US Technology)

    View Profile
LOKESH RAJU.R