Mani Prabu S
Tirunelveli
Summary
Senior Implementation Engineer skilled in deploying and managing CRM and ITSM solutions. Achievements include strategic planning and process optimization that resulted in increased system efficiency and reliable project outcomes. Proficient in REST APIs and team leadership, with a strong record of implementing Freshworks SAAS tools like Freshservice, Freshdesk, and Freshchat to align with business objectives.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Implementation Engineer
Hectae Analytics and software solutions
02.2023 - Current
- Led software implementation projects for clients in diverse industries.
- Implemented various solutions to meet customer requirement
Machine Learning Data Associate
Amazon Development Center
05.2021 - 09.2022
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Education
B.E - Mechanical Engineering
SCAD College of Engineering and Technology
06.2019
HSC -
Government Boys Higher Secondary School
05.2015
SSLC -
Government Boys Higher Secondary School
05.2013
Skills
- ITSM
- Freshservice
- CRM
- Freshchat
- ITIL
- ITAM
- Whatfix
- Cloud Computing
- API integration
- Requirements gathering
- Freshdesk CRM
- Solution implementation
- Project management
- Client consultation
- Remote support
- Incident management
- ITIL framework
- Business analysis
- Software implementation
Languages
- English, Full Professional Proficiency
- Tamil, Full Professional Proficiency
Accomplishments
- Led end-to-end Enterprise Freshservice implementation for a Dubai-based company, delivering a fully customized, API-driven solution on time and aligned with client expectations.
- Successfully deployed and delivered API-integrated solutions for clients using Freshchat and Freshdesk, enhancing their support capabilities.
- Contributed to the delivery of a Freshservice implementation for a Singapore-based conglomerate and currently managing Business-as-Usual (BAU) operations for the same client.
- Led the Freshchat implementation for a Nigeria-based banking client, including the deployment of intelligent chatbots across the website and WhatsApp channels.
- Spearheaded an enterprise-level Freshservice deployment for a major customer in the Middle East, ensuring a scalable and efficient service management framework.
Certification
- Freshservice Advanced Certification
- Freshdesk Advanced Certification
- Device42 Technical Advanced Certification 2023
- Whatfix Adoption Associate Certification
- IT Service Desk : Service Management Certification from NASBA
Timeline
Senior Implementation Engineer
Hectae Analytics and software solutions
02.2023 - Current
Machine Learning Data Associate
Amazon Development Center
05.2021 - 09.2022
B.E - Mechanical Engineering
SCAD College of Engineering and Technology
HSC -
Government Boys Higher Secondary School
SSLC -
Government Boys Higher Secondary School
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