Summary
Overview
Work History
Education
Skills
Certification
Timeline
OperationsManager
R.DEEPAK

R.DEEPAK

Chennai

Summary

Motivated Technical Operations Manager with 10+ years of work experience. Productive employee with proven track record of successful project management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service. Technically skilled in O365 products, Microsoft Teams and Skype for Business.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Operations Manager

Cognizant Technology Solutions
07.2021 - Current
  • Managed team of 10+ Level II engineers to support Microsoft Skype for Business 2015 and Microsoft Teams.
  • Resolved client issues and responded to service requests & Incidents in a timely manner.
  • Exceeded goals through effective prioritization and consistent work ethic.
  • Monthly service review call with clients to discuss about achieved Goals & Targets and Team performance.
  • Weekly connect with Governance team for "Service Improvement Plan".
  • Supervised and delegated tasks to team members to meet key productivity targets.
  • Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively.
  • Maintained positive, professional working environment to optimize staff and customer satisfaction.
  • Managed team by offering support and constructive feedback to improve skills and maximize potential.
  • Developed and delivered comprehensive training programs, improving team skills and performance.
  • Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action.

Unified Communications Engineer

Copia Technologies
08.2018 - 07.2021
  • Provided technical support to end users who face issues with Skype for business application
  • Developed and executed a comprehensive unified communications strategy, yielding a notable 30% decline in communication infrastructure costs
  • Proactively performed routine maintenance and troubleshooting on unified communications systems
  • Collaborated with multiple teams like Windows, SQL, Network to perform weekend change activities.

Technical Consultant Engineer

Wipro Ltd
05.2015 - 08.2018
  • Provided technical support to Admins of the organizations (Global Support)
  • Worked as Office 365 technical consultant for all O365 Product
  • Supporting users facing issues with Lync on-premises server- Lync 2010, Lync 2013, Skype for business 2015
  • Provided support remotely on User's server and client machine
  • Handled issues related to Skype sign in, Skype federation, Skype server failover call back, assistance during server patching, Bulk Skype feature rollouts
  • Received multiple customer satisfaction and client appreciation for fixing issues during production impact
  • Pilot support member to represent Microsoft in supporting all Microsoft Office 365 products
  • Expertised in Skype for business online, one drive for business, Licensing, user migration
  • Acquired multiple top star Rating for fixing issues in a single support call
  • Conducted KT sessions to multiple Support engineers who joined O365 support from other streams.

Technical Support Engineer

CSS Corp (Currently Movate)
11.2013 - 05.2015
  • Provided voice support to customer's who face issue related to product named Roku
  • Provided global support and ensured to close the tickets on a daily basis
  • Awarded as star performer to get more customer satisfaction ratings
  • Worked on all shifts APAC, EMEA, NOAM.

Education

B.Tech/B.E. - Computer Science And Engineering

Anna University
2013

12th

Sri Jayendra Saraswathi Vidhyalaya MHSS
Coimbatore
2009

10th -

Sri Jayendra Saraswathi Vidhyalaya MHSS
Coimbatore, India
01.2007

Skills

  • Team management
  • Microsoft Teams
  • Skype for Business
  • Office 365
  • Service now
  • Decision-Making
  • Trend analysis
  • Strategic planning
  • Technical leadership
  • People Management
  • Change management
  • Technical troubleshooting
  • Server management
  • Process optimization
  • Performance monitoring

Certification

  • Frontline Leaders Client leadership
  • Frontline Leaders People Leadership

Timeline

Operations Manager

Cognizant Technology Solutions
07.2021 - Current

Unified Communications Engineer

Copia Technologies
08.2018 - 07.2021

Technical Consultant Engineer

Wipro Ltd
05.2015 - 08.2018

Technical Support Engineer

CSS Corp (Currently Movate)
11.2013 - 05.2015

B.Tech/B.E. - Computer Science And Engineering

Anna University

12th

Sri Jayendra Saraswathi Vidhyalaya MHSS

10th -

Sri Jayendra Saraswathi Vidhyalaya MHSS

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