Summary
Overview
Work History
Education
Skills
Certification
Experience And Skills
Profile Description
Profile Snapshot
Timeline
Generic
RAJENDRAN D

RAJENDRAN D

Enterprise Solution Manager
BANGALORE

Summary

Insightful Information Technology Manager with 17 years of IT leadership experience including oversight of infrastructure, support and services. 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 and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.

Overview

18
18
years of professional experience
4
4
Certifications

Work History

Enterprise Solution Manager

Sungard Availability Services (SgAS)
11.2017 - 01.2024
  • The Enterprise Solution Manager is a lead technical customer management position working on SgAS's large, complex accounts
  • I will direct the design, implementation, and lifecycle management of SgAS solutions, leading a support team comprised of subject matter experts from multiple platforms, operating systems, storage, and network technologies
  • As a trusted advisor, I will provide strategic business and technology support/counsel to my customers across both their production and recovery environments
  • As the Enterprise Solution Manager, I will be responsible for relationship development and management across key internal and customer stakeholders and executives to help translate their business needs into action.
  • Utilized CRM to monitor sales results.
  • Utilized Salesforce data to create targeted marketing plans to drive results.
  • Helped customers choose solutions suited to specific business needs by offering insight into available product or service options.
  • Maintained deep technical background knowledge in Product or Service parameters in order to facilitate authoritative communications with customers and internal stakeholders.
  • Investigated product fault trends, analyzing negative feedback and returned product reports for evidence of problematic development and production practices.
  • Collaborated with product engineering teams to implement requested features and address weaknesses in Product or Service.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.

Technical Account Manager

Dell International Services India Pvt. Ltd.
01.2016 - 08.2017
  • Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis
  • Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).

APJ Enterprise Resolution Manager

Dell International Services India Pvt. Ltd.
05.2014 - 09.2015
  • The role is to focus on managing complex service request (SR) resolution ensuring issues are handled in an efficient, effective, & professional manner to maximize customer satisfaction under often difficult circumstances
  • Bring technical issues to a successful conclusion as quickly as possible
  • Conduct CLCA where appropriate to identify improvements within the Technical Support queue structure be it people, processes, or tools.

Inside Product Specialist II and III, Sales

Dell International Services India Pvt. Ltd.
10.2010 - 05.2014
  • The role is responsible for providing solutions of Dell Enterprise Class products
  • These products include server, storage & networking
  • The role is responsible for covering multiple business segments within Dell
  • The main responsibility of this role will be to sell products and solutions that address a wide range of end user system needs as well as establishing and enhancing prospective and present customer relationships by partnering with both outside Sales Specialists and core account teams to provide the best possible end user solutions.

Technical Support Specialist II, Tech Support

Dell International Services India Pvt. Ltd.
05.2006 - 09.2010
  • Responsible for providing phone-based technical support for Dell Client products
  • Assists customers in determining problems and provides resolutions on technical and service problems
  • Responsible for customer satisfaction through effective handling of customer problems
  • Ensures proper escalation procedures are followed
  • Performs assigned functions according to standardized policies and procedures
  • Basic analytical ability is required to resolve routine technical issues
  • Normally receives little instruction on routine work and general instruction on new assignments
  • Gains assistance from higher-level employees.

Education

Bachelor of Engineering - Information Technology

Bharathiar University, Park College of Engineering & Technology

Skills

IT Management

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Certification

TOGAF 9 CERTIFIED (CID 130496)

Experience And Skills

  • 17 years of professional IT experience related to Enterprise Architecture/Engineering within complex environments.
  • Experience in Disaster Recovery Design and Solutions Experience in outsourcing environments.
  • Well-rounded knowledge of and experience in multiple operating systems to understand complex customer environments and provided both excellent service and guidance Strong problem solving and analytical skills.
  • Excellent interpersonal, verbal, written and presentation skills.
  • Not afraid to recommend solutions and services to customer (increase MRR) Ability to lead effectively and calmly internal and customer technical staff through crisis events and escalations.
  • Working understanding of ITIL and Service Management Possess complete knowledge of IT Products to provide Technology solution consulting to clients globally. Strength in providing technical and Business consultative leadership on virtualization technology solutions key customer decision makers and stakeholders especially at the CX0 Level

Profile Description

  • Rajendran has enjoyed a wide ranging 17 years career in the Information Technology industry which has given him a deep understanding of technology, IT products, service solutions, account management, incident management and people management.
  • This enables him to work with customers to maximize their IT investment and reduce downtime. He is a motivated self-starter who thrives in a complex environment with multiple deadlines; extremely comfortable in a dynamic, ever-changing and ambiguous environment; possesses excellent time management and organizational skills.

Profile Snapshot

  • Sungard Availability Services, India (SgAS), Enterprise Solution Manager, Nov 2017 to Jan 2024
  • Dell International Services India Pvt. Ltd., Technical Account Manager, Jan 2016 to Aug 2017
  • Dell International Services India Pvt. Ltd., Resolution Manager, May 2014 to Sep 2015
  • Dell International Services India Pvt. Ltd., Inside Product Specialist II & III, Oct 2010 to May 2014
  • Dell International Services India Pvt. Ltd., Technical Support Specialist II, Tech Support, May 2006 to Sep 2010

Timeline

Enterprise Solution Manager

Sungard Availability Services (SgAS)
11.2017 - 01.2024

Technical Account Manager

Dell International Services India Pvt. Ltd.
01.2016 - 08.2017

APJ Enterprise Resolution Manager

Dell International Services India Pvt. Ltd.
05.2014 - 09.2015

Inside Product Specialist II and III, Sales

Dell International Services India Pvt. Ltd.
10.2010 - 05.2014

Technical Support Specialist II, Tech Support

Dell International Services India Pvt. Ltd.
05.2006 - 09.2010

Bachelor of Engineering - Information Technology

Bharathiar University, Park College of Engineering & Technology

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RAJENDRAN DEnterprise Solution Manager