Summary
Overview
Work History
Education
Skills
Websites
Professional Courses
Timeline
Generic

Rajesh Chandran

Bangalore

Summary

Skilled in problem-solving, with a strong desire for learning and excellent communication skills. Ready to contribute to team success and achieve positive results. Excited to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

18
18
years of professional experience

Work History

Global Resource Manager ERP/EPM & Tech

Highstreet IT Solutions
09.2023 - Current
  • Maintained open communication by presenting regular updates on project status to customers.
  • Reported regularly to managers on project budget, progress, and technical problems.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Developed and implemented project plans and budgets to ensure successful execution.
  • Analyzed project performance data to identify areas of improvement.
  • Recruited and oversaw personnel to achieve performance and quality targets.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines.

Independent Consultant

Independent Consultant
08.2022 - Current
  • Spearheaded the establishment of a highly efficient global delivery team, responsible for delivering top-notch consulting, seamless implementation, and round-the-clock support services.
  • Provided expert consultancy and exceptional support to meet the security and compliance requirements of esteemed multinational companies.
  • Demonstrated exceptional project management skills by setting up and leading project organizations for the successful execution of small to medium-sized projects.
  • Successfully implemented a tailored talent retention program, resulting in the retention of highly skilled resources and contributing to the company's growth and success.

Sr. Manager-Operations

ATSG India Pvt Ltd
07.2019 - 07.2022
  • Spearheaded exceptional service delivery management for global clients, ensuring their utmost satisfaction and maximizing the value of their investments.
  • Fostered a culture of systematic working through meticulous documentation, Knowledge management repository, training, knowledge sharing, and artifacts.
  • Coordinated client activities and served as an escalation contact for immediate needs.
  • Maintained up-to-date processes and procedures, meticulously aligning them with customer environments and requirements for precise service delivery.
  • Fostered strong relationships with internal teams to maintain consistently high service levels and promptly address any potential disruptions.
  • Regularly reviewed people's performance to improve and optimize by incorporating feedback from delivery/project teams.
  • Actively participated in customer review meetings, proactively driving improvements, and ensuring a secure, efficient, and cost-effective environment.
  • Led and nurtured a high-performing global team of 60 members, fostering a collaborative and result-oriented work culture.
  • Attained an outstanding 90% customer satisfaction rate, exceeding expectations and building strong client relationships.
  • Conducted comprehensive training programs for new managers and staff, ensuring a consistent and high-quality service delivery approach.
  • Implemented a robust quality monitoring process, enhancing overall service quality, and driving greater efficiency in operations.
  • Accountable for Hyper Care preparedness, ensuring system stability immediately following project go-live, minimizing disruptions, and ensuring a smooth transition.
  • Initiated a highly successful training rotation program to build a team to churn SOP-driven workload. Which resulted in cost efficiencies and a team pyramid.
  • Strategically allocated and skillfully managed resources, optimizing efficiency and productivity, and providing optimal support for projects and service delivery.
  • Implemented resource management techniques that streamlined operations and significantly improved project outcomes, driving success, and achieving objectives.

Manager-Service Desk

Highstreet IT Solutions
08.2014 - 06.2019
  • Nurtured team growth by providing technical and professional guidance, fostering leadership skills, and grooming potential successors. Established clear goals, monitored progress, and actively mentored, coached, and supported team members to consistently deliver high-quality support, exceeding customer expectations.
  • Assumed full accountability for the efficient functioning of the Service Desk and IT operations, ensuring seamless workflows and optimal performance across all areas.
  • Provided comprehensive oversight for all projects handled by the Service Desk and IT department, ensuring successful execution and timely delivery.
  • Implemented stringent monitoring and evaluation processes for Monitoring, Incidents, Service Requests, and Changes, proactively identifying areas for improvement and implementing measures for continuous enhancement.
  • Collaborated closely with other Managed Services groups, fostering cross-functional coordination and alignment to optimize overall service delivery.
  • Employed industry-leading best practices and process frameworks to optimize Service Desk operations, consistently delivering exceptional service to clients.
  • Developed and meticulously maintained formal procedures to promote consistency, productivity, and exceptional service quality across the entire team.
  • Led the planning, development, and implementation of new support policies and procedures, streamlining workflows and enhancing service efficiency.
  • Conducted thorough workload forecasting and planning, skillfully managing services to meet predefined performance goals.
  • Generated comprehensive reports, skillfully analyzed data, and expertly identified deviations and improvement opportunities, empowering informed decision-making, and driving performance enhancements.

Duty-Lead - Global Service Desk

Oracle India Pvt Ltd
01.2012 - 08.2014
  • Proactively address critical issues related to finance, fiscal impact, and multiple users with a sense of urgency, promptly escalating them to Priority 1 by raising Service Requests (SR).
  • Maintain accurate and up-to-date data in the Current Status Message (CSM), encompassing web and voice notifications of major unscheduled outages/incidents, and future scheduled maintenance. Develop expertise in the advanced technical handling of the Text to Speech function.
  • Act as a reliable point of contact and escalation for support groups and internal businesses during the recovery of major or high-severity incidents, ensuring effective communication and resolution.
  • Ensure accurate and timely shift handover reports are sent to the team, facilitating seamless coordination among team members.
  • Take charge of assigning and administering available resources for calls and managing the service ticket queue efficiently.
  • Deliver comprehensive reports on the calls taken during the shift, abandoned calls, and the number of tickets resolved or remaining in the ticket queue.
  • Utilize MS Excel to generate reports for assigning work to helpdesk analysts based on ticket age and severity, contributing to the reduction of backlog, and optimizing resource allocation.
  • Hold responsibility for shift assignments and improve metrics while performing the duty management role, providing detailed reports at the end of each shift to highlight assignment outcomes.
  • Review the status of tickets, ensuring adherence to standard helpdesk procedures, and making necessary adjustments when discrepancies arise.
  • Liaise with management to strategize shift work assignments, ensuring comprehensive coverage for calls and reducing the service ticket queue.
  • Conduct end-to-end training for a team of new hires, closely monitoring and auditing their work and calls to maintain high-quality day-to-day operations and performance standards.

Team Lead - IT Helpdesk/Service Desk

Span Infotech India Pvt Ltd
07.2008 - 12.2011
  • Accountable for the activities of the Service Desk and Responsible for managing the day-to-day operations of the Service Desk and verifying that the Service Desk Policies and Procedures are followed by the Service Desk staff and deliver services in accordance with the Service Level Agreement (SLA) and meets the needs of the users and customers.

System Engineer

Sensact Applications India Pvt Ltd
07.2007 - 06.2008
  • The Parking Lot Management Solution had wireless sensor nodes to sense the presence or absence of the car and they would create a self-healing, self-adapting network and relay its message to a central server through wireless routers. The Server will in turn send the data for the Display Units at the entrance of the levels, lanes, and aisles. The system is mainly used for parking guidance and enforcement.
  • Administration of Windows-based servers.
  • Active experience in LAN and basic troubleshooting.
  • Administration of Server & Client based Antivirus software updates (McAfee & Escan).
  • Managing Network Systems.
  • Hardware Assembling and maintenance.
  • Technical support for hardware and software.
  • Downloading log messages and analyzing those messages.
  • Have worked in shifts to ensure the smooth transition of an onsite installation.
  • Have worked and coordinated with the team in the US for onsite installations.

Education

BBA -

UNIVERSITY OF MADRAS
04.2009

Skills

  • Effective project coordination
  • Strategic resource planning
  • Skilled in utilizing project management tools effectively
  • Skilled in mediation techniques
  • Stakeholder relationship management
  • Timely project progress updates
  • Quantitative analysis expertise
  • Data-driven decision-making
  • Evaluation of team effectiveness
  • Developmental feedback proficiency
  • Organizational project planning techniques
  • Agile project management
  • Industry best practices
  • Cross-functional collaboration
  • Quality improvement initiatives
  • Driving process improvements
  • Strategic resource management
  • Workforce management
  • Scheduling
  • Talent evaluation
  • Skill enhancement
  • Performance-driven culture
  • Strategic resource allocation
  • Effective workload management
  • Efficiency in resource utilization
  • Collaborative project engagement
  • Candidate evaluation

Professional Courses

  • ITIL V3 & V4
  • Agile PMP
  • E-CIH (Certified incident handler)
  • MCSE, MCTS
  • CCNA
  • Cyber Security Incident Handling Engineer (CIHE)
  • Cyber Security Incident Handling and Response

Timeline

Global Resource Manager ERP/EPM & Tech

Highstreet IT Solutions
09.2023 - Current

Independent Consultant

Independent Consultant
08.2022 - Current

Sr. Manager-Operations

ATSG India Pvt Ltd
07.2019 - 07.2022

Manager-Service Desk

Highstreet IT Solutions
08.2014 - 06.2019

Duty-Lead - Global Service Desk

Oracle India Pvt Ltd
01.2012 - 08.2014

Team Lead - IT Helpdesk/Service Desk

Span Infotech India Pvt Ltd
07.2008 - 12.2011

System Engineer

Sensact Applications India Pvt Ltd
07.2007 - 06.2008

BBA -

UNIVERSITY OF MADRAS

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