SHINU SUSAN SANU
Manager
Bengaluru,KA
Summary
Diligent Associate Manager with background in overseeing daily operations and team management. Successfully implemented process improvements and streamlined workflows, enhancing productivity and team efficiency. Demonstrated leadership and problem-solving skills in fast-paced environments.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
Work History
Manager
Infoblox
04.2025 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
Associate Manager
Infoblox
08.2022 - 03.2025
- Interview candidates for the team.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Conduct regular performance evaluations of TSE's, providing constructive feedback and identifying areas for growth.
- Conduct performance evaluations and provided constructive feedback to employees.
- Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Enhanced team productivity by implementing efficient project management strategies.
- Drive resolution of complex production issues, including escalation, delivery, and operational processes.
Senior Technical Team Lead
Infosys BPM Ltd
04.2017 - 08.2022
- Handling Enterprise Level Escalations, dealing with Business/End Users and IT Helpdesk Personnel helping them overcome challenges with Cisco WebEx offerings.
- Advanced troubleshooting of technical problems, using customized WebEx tools and processes to identify root cause of issues and bugs.
- Identified to handle SSO, API, process contracts, approve cases for account cancellation and mapped to those skills where I have been able to required expectations in terms of resolution and Customer Satisfaction.
- Created Knowledge Base Articles.
- Identify drawbacks and notify concern team to make the changes.
Senior Support Engineer
CSS Corp Private
05.2016 - 02.2017
- Handling Enterprise Level Escalations, dealing with Business/End Users and IT Helpdesk Personnel helping them overcome challenges with Cisco WebEx offerings.
- Advanced troubleshooting of technical problems, using customized WebEx tools and processes to identify root cause of issues and bugs.
- Identified to handle SSO, API, process contracts, approve cases for account cancellation and mapped to those skills where I have been able to required expectations in terms of resolution and Customer Satisfaction.
- Account Manager for online accounts, need to handle all type of account related queries.
- Created Knowledge Base Articles Products Handled.
- Online Product – WebEx 11, Baby Bear, Free Basic Account, Basic Account.
- Corp Product – Meeting Center, Event Center, Training Center, Support Center, Jabber, Cloud Collaboration Meetings, Webex Teams.
Senior Support Engineer
Slash Support
11.2014 - 04.2016
- Assisting US customers to configure & resolve the technical issues related to Linksys & Belkin networking devices.
- Handled refresher trainings and been Nesting Coach for New Agents, also assisted tenured individuals who need improvement in their performance.
- Contacting Customer based on the Low Score in the Survey to identify the areas of improvement on – call handling, customer handling, process, and product, communication, known outages.
- Collected feedbacks will be shared with the concern team to pass on.
- Device Supported: Linksys & Belkin networking devices, Belkin NetCam, Belkin Battery Backup.
Consultant
Sutherland Global Services
11.2012 - 07.2014
- Assisting US, UK and Middle East customers to resolve technical issues related to McAfee Consumer Products in PC.
- Need to make sure that all targets are achieved.
- Provide resolution to customer in stipulated time.
- Adherence to Quality guidelines and document all contact with customers in designated tools.
- Products Handled All Devices: McAfee LiveSafeTM and McAfee All Access PC security, McAfee Total Protection, McAfee Internet Security, McAfeeAntiVirus Plus, McAfee Family Protection, McAfee SiteAdvisor Live, McAfee Security Scan Plus and McAfee Online Backup ACHIVEMENTS.
Education
Bachelor of Engineering - Computer Science &Engineering
Vinayaka Mission's University, Vinayaka Mission's KirupanandaVariyar Engineering College
Salem 08.2008 - 05.2012
Senior Secondary School Leaving Certificate - Biology Science
St. Joseph's Higher Secondary School
Kalady 06.2006 - 03.2008
Secondary School Leaving Certificate -
Sree Narayana Higher Secondary School
Okkal 06.2005 - 03.2006
Skills
Results analysis
Timeline
Manager
Infoblox
04.2025 - Current
Associate Manager
Infoblox
08.2022 - 03.2025
Senior Technical Team Lead
Infosys BPM Ltd
04.2017 - 08.2022
Senior Support Engineer
CSS Corp Private
05.2016 - 02.2017
Senior Support Engineer
Slash Support
11.2014 - 04.2016
Consultant
Sutherland Global Services
11.2012 - 07.2014
Bachelor of Engineering - Computer Science &Engineering
Vinayaka Mission's University, Vinayaka Mission's KirupanandaVariyar Engineering College
08.2008 - 05.2012
Senior Secondary School Leaving Certificate - Biology Science
St. Joseph's Higher Secondary School
06.2006 - 03.2008
Secondary School Leaving Certificate -
Sree Narayana Higher Secondary School
06.2005 - 03.2006
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