Pencil Drawing
Renjini John
Senior Project Lead
Thiruvananthapuram
Summary
Hardworking and results-driven IT professional with 15 years of experience in customer support, technical support, and project leadership. Proven track record of successfully managing and supporting projects, resolving customer issues, and driving organizational growth. Seeking a challenging position in the IT industry to utilize my expertise and contribute to the success of a dynamic organization.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Senior Project Lead
RM India (RM Education Solutions India Pvt. Ltd)
Thiruvananthapuram
02.2012 - Current
- Worked as a Senior Project Lead in Remote Network Manager Team
- Partnered with project team members to identify and quickly address problems.
- Monitored Customer's network performance, identified bottlenecks and vulnerabilities, and implemented necessary changes to optimize network efficiency.
- Conducted regular network audits and vulnerability assessments to identify and address security risks.
- Collaborated with cross-functional teams to plan and execute network expansion projects, including network migrations.
- Provided remote troubleshooting and support for network-related issues, ensuring quick resolution and minimal downtime.
- Developed and trained junior team members by leveraging industry experience to achieve optimal project strategy.
- Adjusted project plans to account for dynamic targets, staffing changes, and operational specifications.
- Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
- Maintained tactical control of process timelines to keep teams on task and achieve schedule targets.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Updated customers and senior leaders on progress and roadblocks.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Acted as a subject matter expert, providing insights and recommendations to improve service processes, workflows, and systems.
- Met with manager weekly to provide detailed project report and milestone updates.
- Being the Service Quality Assurance Lead(SQA) of the team conducted regular quality assessments and audits of service interactions, identifying areas for improvement and recommending training or process enhancements.
- Produced quality standards, checklists, report templates, and processes.
- Trained personnel on use of IT tools and applications.
- Worked as a Senior Network Support Engineer in Proactive support team. By supporting the issues related to server patching , Backups, antivirus solutions, Hyper-V, Vmware and various other server related issues by remotely logging into customer network and identify and resolve the network issues.
- Provided exceptional technical support by ensuring prompt and accurate resolution of customer issues through service calls(trouble tickets).
- Collaborated with other support teams in the division and contributed to product improvements.
- Assisted in the development and delivery of training materials for new customer support representatives.
- Worked as an Associate Network support Engineer in Network Design Team and designed effective network solutions according to the customer's network requirements.
- Negotiated and managed solution budgets, resolved conflicts, and identified potential areas of improvements.
- identified and implemented cost-saving components in the solution and provided customizable parts where required.
- Generated reports and orderable quotes in predefined time lines to improve efficiency of the network.
- Joined as a Junior associate in Pre-sales team and worked with key account managers and solution specialists in preparing orderable quotes by analyzing the network needs.
Customer Support Executive
Exalt Integral Solutions
Thiruvananthapuram
08.2010 - 01.2012
- Responded to customer inquiries and provided support via email, ensuring prompt and accurate resolution of issues.
- Assisted customers in navigating the marketplace platform, addressing questions about products, services, and policies.
- Investigated and resolved customer complaints, escalating issues when necessary to ensure customer satisfaction.
- Maintained a high level of professionalism and empathy in all customer interactions, building rapport and trust.
- Utilized knowledge base and resources to provide accurate information and solutions to customer inquiries.
- Collaborated with cross-functional teams, including operations, product, and technical teams, to address customer concerns and provide timely resolutions.
- Trained new joiners to the project
Technical Support Officer
HCL Technologies Limited (BPO Services)
Chennai
09.2004 - 12.2006
- Provided technical support and troubleshooting assistance for US based DSL and Dialup internet service customers, ensuring prompt and accurate resolution of customer issues.
- Diagnosed and resolved connectivity issues, network interruptions, and speed-related problems through effective troubleshooting techniques.
- Utilized CRM to document customer interactions, track issues, and monitor resolution progress.
- Troubleshooted MS Outlook, Outlook Express and Browsers related issues
- Supported Browser related issues
Field Service Desk Executive
Reliance Infocom Ltd
Coimbatore
02.2004 - 09.2004
- Worked as a customer care in charge for PCO and Prepaid queries, requests and complaints
- Processed requests related to change of name/place etc
- .Coordinated with Regional office for PCO and sending reports on the sales
- Maintained and updated customer database for PCO in the city.
Education
Master of Computer Applications -
07.2001 - 05.2005
Bachelor of Science - Computer Science
07.1998 - 04.2001
Skills
Leadership
Quality Assuarance
Listening
Problem-Solving
Coaching and Mentoring
Critical Thinking
Interpersonal Communication
Certification
Microsoft Certified : Azure Fundamentals(AZ-900)
Interests
Reading
Music
Timeline
Microsoft Certified : Azure Fundamentals(AZ-900)
05-2021
Senior Project Lead - RM India (RM Education Solutions India Pvt. Ltd)
02.2012 - Current
Customer Support Executive - Exalt Integral Solutions
08.2010 - 01.2012
Technical Support Officer - HCL Technologies Limited (BPO Services)
09.2004 - 12.2006
Field Service Desk Executive - Reliance Infocom Ltd
02.2004 - 09.2004
Bharathiyar University - Master of Computer Applications,
07.2001 - 05.2005
CMS College of Science And Commerce - Bachelor of Science, Computer Science
07.1998 - 04.2001