Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Languages
Quote
Certification
Interests
Timeline
ProjectManager
MANO SUKUMARAN
Open To Work

MANO SUKUMARAN

Chennai

Summary

Customer & product-focused professional with over 10 years of industry experience in Technical Support, with a strong specialization in CRM Helpdesk solutions. Proven ability to make critical decisions, manage tight deadlines, and conduct performance-driven team reviews. Highly skilled in analytical thinking and quantitative problem-solving, with a strong commitment to driving operational efficiency and supporting business growth. Recognized for delivering consistent, high-quality support and fostering continuous improvement within technical environments.

Overview

10
10
years of professional experience

Work History

Senior Product Support Engineer

Zoho Corporation
01.2019 - Current
  • Lead a 5-member team to deliver high-quality support, and enhance customer experience.
  • Drove Zoho Desk integrations, process improvements, and system changes.
  • Reduced ticket response/resolution times, and improved accessibility.
  • Designed an analytics framework for real-time insights and decision-making.
  • Coordinated data migration, key account management, and workflow integrations.
  • Trained team members, monitored performance, and resolved complex escalations.

Product Support Engineer

Zoho Corporation
01.2018 - Current
  • Delivered advanced technical support for enterprise clients across Zoho CRM, Desk, Books, Creator, and Analytics.
  • Served as an SME, mentoring junior engineers, and collaborating with developers on bugs and enhancements.
  • Conducted client trainings and workshops to optimize workflows and boost productivity.
  • Participated in beta testing, providing feedback for product improvements.
  • Managed escalated cases, ensuring timely resolution, with cross-functional coordination.
  • Supported multi-channel queries, diagnosed and troubleshot issues, and maintained SLA compliance.
  • Drove high customer satisfaction through proactive support and case prioritization.

Network Engineer

CSS Corp Pvt. Ltd.
11.2019 - 03.2021
  • Led the global implementation of Aruba networking solutions for H&M, covering stores, warehouses, and offices.
  • Provided technical support, troubleshooting, and hardware replacements within the SLA.
  • Planned and executed network architecture, deployment, and optimization.
  • Managed warehouse infrastructure to ensure uptime and efficient inventory operations.
  • Collaborated with vendors and IT teams to improve security and streamline workflows.

Technical Support Associate

Tech Mahindra Pvt. Ltd.
01.2018 - 10.2019
  • Delivered networking and application support with high FCR, and multiple recognitions.
  • Owned issue resolution, reducing handling time through deep analysis.
  • Suggested process improvements and created checkpoints to boost efficiency.

Senior Customer Support Executive

Intelenet Global Services
07.2016 - 04.2017
  • Handled customer queries via email/calls, maintained records, and ensured prompt resolution.
  • Shared feedback with departments for service improvement, and assisted in reports and documentation.

Education

Bachelor of Engineering (B.E.) - Mechanical Engineering

Sri Ram College of Engineering
Chennai
1 2014

Skills

  • Problem solving
  • Project management
  • Gap analysis
  • Time management and prioritization
  • Product implementation
  • Troubleshooting

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

RemoteOn-SiteHybrid

Salary Range

$45000/yr - $100000/yr

Important To Me

Career advancementWork-life balanceWork from home optionTeam Building / Company Retreats

Languages

Malayalam
Native language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1

Quote

You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett

Certification

  • CSQA - Certified Software Quality Analyst
  • Manual Testing
  • Quick Test professional
  • Quality Center
  • Load Runner
  • Selenium

Interests

Boxing

Football

Timeline

Network Engineer

CSS Corp Pvt. Ltd.
11.2019 - 03.2021

Senior Product Support Engineer

Zoho Corporation
01.2019 - Current

Product Support Engineer

Zoho Corporation
01.2018 - Current

Technical Support Associate

Tech Mahindra Pvt. Ltd.
01.2018 - 10.2019

Senior Customer Support Executive

Intelenet Global Services
07.2016 - 04.2017

Bachelor of Engineering (B.E.) - Mechanical Engineering

Sri Ram College of Engineering

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