Renjini John

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.

Summary

Overview

Work History

Senior Project Lead

Customer Support Executive

Technical Support Officer

Field Service Desk Executive

Education

Master of Computer Applications -

Bachelor of Science - Computer Science

Skills

Certification

Interests

Timeline

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