MAGESH KUMAR

Work closely with the Sales team for the RFP process and drive for the successful deal/ Offerings.

Responsible in preparing /reviewing SOW based on agreed proposal.

Execute projects through phases like scheduling, capacity planning, estimation, resource allocation & budgeting.

Tracking overall deliverables, risk assessments and develop mitigation strategies to minimize risks and ensure successful outcomes.

Facilitating regular project status meetings, presenting updates, maintaining project documentation and keeping team aligned with the project goal/milestone.

Develop and maintain client relationships through regularly meeting with client hiring Managers and encouraging feedback continuously.

Ensure a strong understanding of client and market dynamics among all team members.

Maintain constant communication with managers, staff, and vendors to ensure proper operations of the project.

Develop periodic goals, organize the work, set priorities, monitor all activities, and ensure timely completion of the work.

Identify the business knowledge gaps and work closely with respective support team to ensure the update is provided to the support team.

Experience in communicating, presenting weekly, monthly, and quarterly report with the clients.

Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

Supervised operations staff and kept employees compliant with company policies and procedures.

Led hiring, onboarding and training of new hires to fulfill business requirements.

Developed and implemented strategies to maximize customer satisfaction.

Facilitated smooth collaboration between departments through clear communication channels.

Handled staff training initiatives aimed at upskill the workforce to meet dynamic industry demands.

• Improved service desk efficiency by streamlining processes and implementing best practices.
• Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
• Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
• Managed vendor relationships to ensure timely delivery of hardware, software, and support services at competitive prices.
• Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
• Enhanced customer satisfaction with timely issue resolution and effective communication skills.
• Increased first call resolution rate through comprehensive staff training and development programs.
• Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
• Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
• Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
• Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
• Fostered a culture of continuous learning among team members through ongoing professional development opportunities and knowledge sharing sessions.
• Analyzed service reports to identify areas of improvement.
• Monitored service staff performance and provided feedback for improvement.
• Hired, trained and supervised team of service staff members to meet business goals.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Coordinated with other departments to maintain streamlined and productive workflow.

• Reduced downtime for critical systems by proactively identifying potential issues and conducting preventative maintenance.
• Identified software issues and handled troubleshooting to resolve quickly.
• Mentored junior engineers, fostering a culture of continuous learning and professional growth within the team.
• Managed large-scale projects, ensuring timely completion within budgetary constraints while maintaining quality standards.
• Developed and maintained comprehensive documentation for all systems, ensuring easy reference for future maintenance and troubleshooting tasks.
• Increased system efficiency by implementing innovative engineering solutions and streamlining processes.
• Collaborated with cross-functional teams to develop integrated IT infrastructure, resulting in improved performance and reliability.
• Introduced automation tools into various workflows to increase efficiency levels significantly while reducing human error occurrences.
• Optimized server performance by conducting thorough assessments and implementing hardware upgrades when necessary.
• Established monitoring procedures to track system performance metrics and identify areas requiring optimization or improvement urgently.
• Improved system stability by performing regular audits, updating software patches, and addressing vulnerabilities promptly.
• Verified compliance with applicable performance metrics and compatibility expectations.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Diagnosed and resolved hardware and software issues.
• Installed and configured network printers and other peripheral devices.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.

• Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
• Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
• Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
• Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
• Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
• Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
• Generated reports to track performance and analyze trends.

• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Increased efficiency by streamlining data analysis processes and implementing automation tools.
• Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
• Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
• Developed comprehensive training materials for new analysts, improving onboarding efficiency.
• Improved decision-making processes, providing senior management with detailed analysis and actionable insights.
• Improved team collaboration with implementation of new communication tools.