Naresh Motwani
Senior Manager - Enterprise Applications
Mumbai
Summary
Insightful Technology Manager with 29 years of experience including application support, client service, process & change, and training management. Forward-thinking and strategic leader dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance, and support of complex systems. Develops creative business solutions leveraging diverse methodologies. Highly adept in technology needs assessments and staff training.
Overview
30
30
years of professional experience
Work History
Senior Manager - Enterprise Applications
VISTRA
Mumbai
11.2010 - Current
- Managed team of 5 leads and 30 support executives
- Managed 25 different applications including key applications like SunSystems, ViewPoint, iManage, Agresso, in-house application Overseas Connect
- Coordinating with global stakeholders, primarily Europe and US based teams, clients and vendors.
- Vendor Management including escalations to and follow-ups with support vendors, defining and detailing requirements for software development, negotiating costs for AMC and software development, constant coordination ensuring timely service delivery
- Actively involved in process improvement projects with MS Excel automation ideas and execution. Automated tasks resulting in productivity being enhanced by 50%.
- Managed and maintained SLA over 95%
- Led and assisted technical upgrade and implementation projects by working and coordinating with Infra team and developers for integrations, defined scope and managed milestones.
- Coordination with BA, Development and QA teams.
- Worked closely with Platform Technology Managers and IT Operation Managers to successfully manage software integration projects
- Monitored and worked with leads on team capacity for optimal utilization
- Regularly trained, mentored, and motivated support team
- leads and members on supported applications
Process Manager
Rhombus Technologies Inc.
Mumbai, MH
07.2009 - 11.2010
- Managed team of 7 project managers and 90+ outcall executives
- Made productive process changes and conducted trainings resulting in ‘Average Hold Time’ reduction by 78%
- Vendor Management including detailing requirements for software enhancements and modifications, negotiating costs, escalations to and follow-ups with support vendors, constant coordination ensuring timely service delivery
- Coordinating with global stakeholders, primarily Canada, Australia and US based teams, clients, and vendors.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Performed periodic reviews of all training, operational process, and documentation to assess areas of improvement
- Utilized exemplary negotiation skills to obtain service agreements and assure quality standards.
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders
Team Coach - Process & Change
Hutchison 3 Global Services Private Limited
Mumbai
02.2005 - 05.2009
- Evaluated impact of process change on overall operation and determined return on investment.
- Responded rapidly to market shifts to make changes to corporate processes.
- Conducted focus groups, surveys and feedback sessions to gather input from stakeholders.
- Analyzed steps of activities to discern existence of business processes for formalization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel and enforced participation in exercises focused on developing key skills.
- Launched quality assurance practices for each phase of development and change.
Systems Administrator
Appco Marketing (India) Pvt. Ltd.
Mumbai
01.2002 - 02.2005
- Supported day-to-day operations, monitoring and resolving client/server and storage issues.
- Performed software installations and upgrades to Windows operating systems.
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Maintained current software licenses for computers.
- Created patches and solutions to fix bugs in existing applications.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Contributed to development, administration and testing of disaster recovery plans.
- Mentored employees and offered constructive feedback for performance improvement.
- Spearheaded inventory control measures to replenish and maintain IT equipment.
- Created nightly jobs for database backups.
- Coordinated deployments of new software, feature updates and fixes.
- Tested and deployed scalable and highly available software products.
- Wrote clean, clear and well-tested VBA code for various automation requirements.
- Modified existing VBA code to correct coding errors and improve overall performance.
- Assisted in planning of Sales & Marketing software and system testing efforts.
Systems Manager cum VBA Developer
KRISHNA FILAMENTS LTD.
Mumbai
05.1997 - 01.2002
- Imaged and prepared new computers for integration into company networks and systems.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Set up and maintained user accounts and access.
- Worked with end users to understand needs and provide excellent service.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained Microsoft Excel spreadsheets for daily, weekly and monthly reporting.
Software Trainer
COMPUTER BUSINESS MANAGEMENT
Mumbai
05.1992 - 04.1997
- Prepared and delivered software training sessions to privately enrolled students and school students
- Created curricula, instructions, documents and written tests for various types of training courses.
- Developed lesson plans, instructional materials and written practice tests for Computer Operations and Software Programming training courses.
- Adjusted instructional strategies according to student needs and understanding of material.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Developed and implemented effective lesson plans to cover necessary material.
Education
Bachelor of Commerce -
Bhavans HS College
MumbaiDiploma in Computer Science -
Datamatics
MumbaiDiploma in Computer Hardware & Networking -
Nalanda
MumbaiSkills
- Vendor Management
- Global Stakeholder Management
- Application Support Management
- Process evaluation and enhancement
- Strategic planning
- Change Management
- Training and Development
- Teamwork and Collaboration
- Employee motivation
- Interpersonal Communication
- Analytical and Critical Thinking
- Public speaking
Timeline
Senior Manager - Enterprise Applications
VISTRA
11.2010 - Current
Process Manager
Rhombus Technologies Inc.
07.2009 - 11.2010
Team Coach - Process & Change
Hutchison 3 Global Services Private Limited
02.2005 - 05.2009
Systems Administrator
Appco Marketing (India) Pvt. Ltd.
01.2002 - 02.2005
Systems Manager cum VBA Developer
KRISHNA FILAMENTS LTD.
05.1997 - 01.2002
Software Trainer
COMPUTER BUSINESS MANAGEMENT
05.1992 - 04.1997
Bachelor of Commerce -
Bhavans HS College
Diploma in Computer Science -
Datamatics
Diploma in Computer Hardware & Networking -
Nalanda
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