MS Office
Samuel David
Operations Manager (Major Incident, Problem, Change Management & EUC)
Coimbatore,TN
Summary
Resourceful Project Manager with [15] years of expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget and financial management.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Operations Manager(MIM,PM,CM & EUC)
Cognizant Technology Solutions Ind Pvt
Coimbatore, Tamil Nadu
04.2014 - Current
- Fostered relationships with vendors to promote positive working relationships.
- Reined in project costs while meeting key milestones.
- Developed and initiated projects, managed costs, and monitored performance.
- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
- Headed project teams specializing in design and launch activities.
- Eliminated discrepancies in progress by reviewing performance, spend and timeline.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Modified and directed project plans to meet organizational needs.
- Drove team success through shared vision and recognition of quality performance.
- Managed projects from procurement to commission.
- Identified, reviewed and applied policies and procedures.
- Adhered to budget requirements with excellent planning and consistent expense monitoring.
- Monitored [Team Performance] test accuracy using quality controls.
- Conducted post-resolution reviews with team members.
- Provided immediate emergency response and incident management.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Developed and coordinated response processes.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Implemented and managed wireless devices, multi-site network infrastructure, business intelligence development and implementation.
- Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Managed set of team members to configure hardware, devices and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Researched and selected automation tools, prioritizing cost-effective solutions to shorten diagnostic workflows.
- Applied Agile Delivery methods to simplify testing process decisions through iterative development.
- Monitored emerging test automation frameworks, technologies and best practices for useful developments.
AT&T Fiber Optics Subject Matter Expert
Cognizant Technology Solutions Ind Pvt Ltd
Chennai, Tamil Nadu
04.2010 - Current
- Kept facilities clean, neat and organized to give areas professional and fresh appeal.
- Determined customer needs by asking relevant questions and listening actively to responses.
- Assigned dressing room facilities, locker space or clothing containers to patrons of athletic or bathing establishments.
- Maintained linen cart so that it was neat and organized.
- Educated customers about brand to incite excitement about company's mission and values.
- Coordinated between billing department and customers to resolve problems.
- Kept clubhouse clean, neat and well-stocked for use.
- Performed troubleshooting and equipment testing to identify and correct problems end to end and network-wide.
- Adhered to safety policies and procedures to install or remove IP set-top devices, optical network terminals and wireless access points.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Worked closely with network administrators and server engineers to deliver quality service.
- Coordinated installation of new users and relocations of existing users.
- Responded to service requests during and after business hours.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Oversaw daily operations to ensure high levels of productivity.
- Maintained excellent attendance record, consistently arriving to work on time.
Subject Matter Expert
Allsec Technologies LTD
Chennai, Tamil Nadu
06.2007 - 03.2010
- Led corporate-wide initiatives to help guide enterprise and business level goals.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered constant flow of customer calls with minimal wait times.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Recommended products to customers, thoroughly explaining details.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Optimized customer support by establishing collaborative service environment.
- Sought ways to improve processes and services provided.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Effective liaison between customers and internal departments.
- Created and maintained detailed database to develop promotional sales.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Education
Bachelor of Science - Computer Science
Bishop Appasamy College of Arts And Science
Coimbatore 06.2004 - 03.2007
Skills
ITIL best practices
Time Management
Teamwork and Collaboration
Task monitoring
Team support
Project Management
Client Relationships
Multitasking Abilities
Project planning and development
Functional & Business Requirements
Disaster Recovery Methodologies
Performance Evaluations
Change Control Processes
Accomplishments
- Completed the [Command Center Operations] Project on time and $[10000]under budget for the Year 2020.
- Designed and launched the [Command Center operations] Project, resulting in a [2]% increase in market share for the Internal account for the Year 2019.
- Demand was reduced $[20000] over [12] month by implementing a successful productivity improvement plan for the Year 2021.
- Supervised team of [75] staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets and automating mundane tasks.
- Resolved product issue through consumer testing.
- Collaborated with team of [38] in the development of [Command Center operations].
- Best performer for the year 2010
- Recognized as a consistent performer and awarded for the same
- Publishing the daily reports and also the Team Quality and heads up scores to the Clients
- Taking client calls speaking to Vendor managers for Process improvements
- Was Promoted as Process Specialist in Voice (SME) from Senior Executive based on performance
- Best innovative team member for the year 2015
- Recognized as a consistent performer and awarded for the same
- Publishing the daily reports and also the Team Quality and heads up scores to the team
- Recognized as a best Critical Incident Manager for the year 2015.
- Recognized as the best individual for Time Management.
- Recognized as the best rapport builder between client and the customer.
Software
Database Software: MySQL, Microsoft SQL Server, Microsoft Access
Google Slides, Microsoft Powerpoint
Communication Software: Zoom, Google Meet, MS Teams, WebEx
Email Software: Microsoft Outlook, Gmail
System Software: Microsoft Windows
Certification
Prince2 Foundation
Interests
Automation and Artificial Intelligence
To keep up with the current Technology
Timeline
Prince2 Foundation
12-2021
ITIL V4 Foundation
09-2021
Operations Manager(MIM,PM,CM & EUC)
Cognizant Technology Solutions Ind Pvt
04.2014 - Current
Berlitz TOEIC
07-2013
AT&T Fiber Optics Subject Matter Expert
Cognizant Technology Solutions Ind Pvt Ltd
04.2010 - Current
Subject Matter Expert
Allsec Technologies LTD
06.2007 - 03.2010
Bachelor of Science - Computer Science
Bishop Appasamy College of Arts And Science
06.2004 - 03.2007