PRASHANT SAKPAL
Mumbai
Summary
Results-driven ELV and Services Manager with over 11 years of experience in CCTV, fire alarm systems, access control, PA systems, and structured cabling. Expertise in end-to-end project management, ensuring seamless vendor and client coordination while consistently delivering cost-effective, high-quality solutions. Recognized as a strong leader with a proven track record in team management, safety compliance, and adherence to international standards. Committed to driving operational excellence and fostering collaborative environments that enhance project outcomes.
Overview
11
11
years of professional experience
Work History
Senior Service Manager
TechArt India Pvt Ltd.
Mumbai
05.2025 - Current
- Oversaw vendor management efforts, negotiating favorable contracts terms while maintaining strong working relationships.
- Increased team efficiency by providing comprehensive training and development programs for service technicians.
- Fostered an environment of continuous improvement by encouraging innovation from team members at all levels within the organization.
- Established clear performance expectations for team members, resulting in higher productivity levels and better overall results.
- Collaborated with sales teams to develop tailored solutions for prospective clients, ultimately securing new business opportunities.
- Increased client retention rates by proactively addressing concerns and resolving issues in a timely manner.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Implemented strategies to increase customer service satisfaction ratings.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Launched quality assurance practices for each phase of development
- Coordinated closely with other departments to identify opportunities for collaboration, ensuring seamless execution on joint initiatives.
Service Manager
TechArt India Pvt Ltd.
Mumbai
04.2023 - 05.2025
- Implemented strategies to increase customer service satisfaction ratings.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Monitored service staff performance and provided feedback for improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Met with customers to discuss service needs and offer available solutions.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Negotiated with vendors to secure best prices for parts and supplies.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Senior Engineer - Projects
Tech Art Solution Pvt Ltd
Mumbai
01.2022 - 04.2023
- Identified potential risks early in the process, allowing proactive mitigation measures to prevent delays or setbacks.
- Established strong working relationships with clients to ensure clear communication of expectations and requirements throughout the project lifecycle.
- Led development of innovative solutions that addressed complex technical challenges, contributing to successful project outcomes.
- Enhanced team productivity with regular progress meetings, thorough task allocation, and prioritization of tasks based on urgency and importance.
- Optimized resource allocation for cost-effective project management, ensuring projects stayed within budget constraints.
- Facilitated effective change management processes that minimized disruptions and ensured smooth transitions as projects evolved over time.
- Navigated challenging situations through creative problem-solving abilities which often resulted in expedited resolutions.
- Monitored employee performance to keep projects on task.
- Managed projects effectively to deliver finished work on time.
- Reduced project completion times for increased client satisfaction by consistently meeting deadlines and delivering high-quality results.
- Determined equipment failure root cause and implemented solutions.
Project Engineer
Blutrronix Technovation LLP
Mumbai
06.2020 - 01.2022
- Provided technical expertise throughout all phases of the project, ensuring accurate execution of designs and specifications.
- Maintained records for each project and engineering discipline.
- Monitored installation of materials and equipment for compliance with drawings and specifications.
- Completed construction tasks while providing safe working conditions, staying on budget and meeting project deadlines.
- Reduced project timelines with proactive planning and close monitoring of progress.
- Identified technical risks within managed projects.
- Ensured quality control for all aspects of the project, reducing defects and rework.
Customer Associate Engineer
Zicom SaaS PVT. LTD.
Mumbai
02.2019 - 05.2020
- Stretching beyond assigned duties when needed for smooth business operations.
- Managed high call volumes effectively, addressing inquiries promptly and reducing wait times.
- Consistently achieved upselling goals through personalized product offers based on customer needs analysis.
- Balancing workload efficiently by prioritizing tasks based on urgency or importance.
- Collaborated with team members to meet sales targets and improve overall store performance.
- Worked with other customer support teams to develop consistent and equal high-quality levels of support.
- Served as a brand ambassador at community events, raising awareness about products/services offered by the company.
- Resolved customer issues efficiently, resulting in positive feedback and increased loyalty.
- Advocated for customers and reported on observed areas for product or service improvement.
- Maintained accurate records of all customer interactions in CRM system for future reference and data-driven decision making.
- Implemented department asset protection procedures that identified and minimized profit loss by .
Customer Engineer
Eviska Infotech PVT LTD.
Mumbai
11.2018 - 02.2019
- Contributed to the company's growth by identifying opportunities for upselling additional products and services that met customers'' needs.
- Enhanced team collaboration by sharing best practices during weekly meetings, promoting a culture of continuous improvement within the department.
- Implemented process improvements that led to increased efficiency in managing service requests and maintaining inventory levels.
- Developed expertise in various product lines through continuous learning initiatives, contributing to the team's overall growth as subject-matter experts.
- Maintained accurate records of service calls and repairs performed, ensuring compliance with company policies and industry standards.
- Conducted regular preventive maintenance checks on equipment, reducing unexpected downtime and repair costs.
- Increased first-call resolution rates through comprehensive problem analysis paired with swift action plans.
- Managed on-site installation of new equipment, leading to improved efficiency and reduced downtime.
- Explained complex technology-related issues in understandable terms to customers.
- Used remote diagnostic tools to identify sources of certain customer issues.
Customer Support Engineer
Zicom SaaS PVT. LTD.
Mumbai
11.2015 - 05.2018
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Answered incoming support inquiries via chat, phone and email.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
- Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
Sr. Technician
Verve Compusoft PVT. LTD.
Mumbai
03.2014 - 06.2015
- Completed preventive maintenance on set schedules.
- Reduced downtime for critical systems through effective troubleshooting and root-cause analysis.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Improved equipment efficiency by performing regular maintenance and calibration of complex machinery.
- Assisted in the design and installation of advanced technology upgrades, resulting in increased productivity levels.
Education
Diploma - Electronics & Telecommunication Engineering
KVMIT Institute
01.2015
S.S.C. -
SV Naber Guruji Vidyalaya High School
01.2009
H.S.C. -
M.D.College
01.2011
Skills
- Customer service
- Relationship building
- Customer service management
- Problem-solving
- Team collaboration and leadership
- Service quality management
- Budget control
- Team leadership
- Project planning
- Technical support
- Leadership development
- Risk management
Personal Information
Disclaimer
I hereby declare that the above information furnished by me is true and correct to the best of my knowledge and belief.
Additional Qualifications
- Diploma in Fire Engineering and Safety Management
- GLM Instituted (Fire Alarm, Access Control System, VDP)
- Advanced Security Training & Management (Skill India)
Hobbies and Interests
- Reading
- Drawing
- Travelling
- Also like to know things that I do not know
Timeline
Senior Service Manager
TechArt India Pvt Ltd.
05.2025 - Current
Service Manager
TechArt India Pvt Ltd.
04.2023 - 05.2025
Senior Engineer - Projects
Tech Art Solution Pvt Ltd
01.2022 - 04.2023
Project Engineer
Blutrronix Technovation LLP
06.2020 - 01.2022
Customer Associate Engineer
Zicom SaaS PVT. LTD.
02.2019 - 05.2020
Customer Engineer
Eviska Infotech PVT LTD.
11.2018 - 02.2019
Customer Support Engineer
Zicom SaaS PVT. LTD.
11.2015 - 05.2018
Sr. Technician
Verve Compusoft PVT. LTD.
03.2014 - 06.2015
Diploma - Electronics & Telecommunication Engineering
KVMIT Institute
S.S.C. -
SV Naber Guruji Vidyalaya High School
H.S.C. -
M.D.College
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