Summary
Overview
Work History
Education
Skills
Certification
Keywords
Skillset
Lastdrawnctc
Languages
Disclaimer
Activities
Personal Information
Affiliations
Timeline
Generic
SYED FARHAN. A

SYED FARHAN. A

Chennai

Summary

Accomplished leader with a proven track record at Microland, adept in Operations Management and Team Management. Excelled in enhancing service delivery, achieving SLA targets, and fostering stakeholder relationships. Demonstrated expertise in Process Improvement and Change Management, significantly improving operational efficiency. Renowned for driving teams towards excellence and maintaining high client satisfaction.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Shift Management Team – Lead

Microland
02.2022 - 11.2024
  • Leading / Managing a team of Shift Managers for US HDU - geo customers providing end to end technical service delivery 24x7 on Incident Management, Change Management and Problem Management (IPC) by tracking periodically till closure for SLA management in absence / presence of Service Delivery Managers / Incident Managers for respective accounts
  • Service Management (ITSM) Lead responsibilities are Ticket Queue Management – Response / Resolution SLA
  • Operations / Program Management – Major Incident driving P1 bridge call, Shift Management group Mailbox management, Vendor and Escalation Management
  • Change Management – Tracking and closure of types of Changes
  • Tools and Process Expertise
  • Process Governance – Reports and Ticket Hygiene
  • Shift Roster Management
  • Shift Login Report - Validation
  • Analysing data – IPC reports
  • Managing incidents – Tickets / Outages
  • Collaborating with teams – Application and Support functions
  • Maintain strong client relationships – Verbal and Mail effective response
  • Provide guidance and support to the team in delivering high-quality services
  • Best Practices
  • Managing IT teams – Staff Scheduling, Performance Review / Appraisal, Trainings & Promotions
  • Monitoring systems
  • Preparing documentation
  • Ensuring compliance
  • Keeping up with trends
  • Client: B A Continum India Pvt Ltd (13 Dec 2018 till 12 Dec 2021)
  • Responsibilities of Shift Manager to cater the needs of 3500 users in 2 buildings across 5 floors
  • Staff Scheduling and Allocation (24/7 Coverage) for Deskside support, Network and Voice, Asset Management and Service Desk
  • Training and Development – Product, Process, ISMS, Fire Drills
  • Operational Efficiency – Maximizing Productivity / Manhours
  • Ensuring Smooth Workflow – Collaboration
  • Monitoring Inventory and Supplies (Printer toners, Papers, Laptop Battery, RAM, Mouse, Keyboard, Monitors, Mobile Phones Screen Guards, Privacy screens etc)
  • Communication and Reporting – Bridging the gap between Management and technical teams
  • Performance reviews and SLA / KPI Reports
  • Liaising with Management and Other Departments
  • Reporting and Documentation
  • Problem Solving and Decision Making
  • Handling Unexpected Situations
  • Making Sound Decisions
  • Monitoring systems
  • Conducting audits performing daily Health Checks
  • Ensuring compliance
  • Keeping up with trends
  • Leadership and Supervision
  • Managing Shift Operations
  • Leading and Motivating the Team
  • Ensuring Excellent Customer Experience
  • Handling Customer Complaints and Issues
  • Asset Tracking
  • Asset Refresh
  • Asset Allocation while Onboarding
  • Asset Recovery during EXIT process
  • Band Build OS on Desktops & Laptops
  • Regular Patch Updates
  • In place Upgrade and Reimaging OS on Assets
  • Store Inventory Management – Assets
  • Handling Assets (Disposal - Waste Management) - End of Life
  • Arranging / Coordinating with Vendors for Delivery, Commissioning, Decommissioning, AMC & RMA
  • Fire Drills for Safety and Security measures training
  • Handling and Resolving End Users Incidents and Service Requests
  • Vulnerability Remediation
  • Managing the IT Outages – P1 / P2 for multiple user impact due to LAN / WIFI / Cyber Attack
  • Planned Maintenance Activity such as Power Shut Down
  • Enabling Work from Home for all users on Emergency during Covid 19 Scenario on BCP
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Delegated tasks appropriately according to individual skill sets.
  • Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Collaborated with other departments to develop effective solutions that meet customer needs.
  • Identified opportunities for process improvements, implementing changes when required.

Team Lead

Slash Support Services Pvt Ltd (SSSPL SEZ)
08.2016 - 07.2017
  • Voice Process named Belkin & Linksys under the banner of SSSPL of CSS Corp
  • My primary focus was to handle a team of approximately 20 engineers / agents and delight the customers of Small Office Home Office networking products by delivering expertise technical support on Inbound calls and generating revenue by selling premium support plans and products
  • Taking care of the people related concerns of the team members
  • Identifying and grooming the individual talent on professional development
  • Periodically conduct 1:1 and group meetings with performance reports
  • Got the ability to drive support business as a techno-sales person
  • Customer focussed ensures process adherence and contributes to process improvements
  • Customer is the King - promote that service oriented culture with in the team
  • Driving the team on Technical support & Sales targets
  • To maximize sale revenue and meet corporate objectives on CSAT, FCR and NPS
  • Providing Complimentary and Premium support to North America and Canada customer base of Belkin & Linksys
  • Responsible in training new agents and coaching them to achieve their KRA’s
  • Assigning Daily, weekly and monthly targets and helping the team to achieve the same on both Customer Satisfaction Survey and Sales
  • Always lead by example and keeps the team motivated by bringing the team together and won Rewards & Recognition programs
  • Building Good work atmosphere and help team members in sharing their best practices
  • Develop Goal settings & Action plans for all team members towards achieving their targets
  • Educate Team Members in improving their product presentation & Objection handling skills
  • Assists team members in their shortcomings by mentoring, coaching with regular feedbacks by auditing recorded calls and live barging
  • Improving more sale opportunities by sharing the learning’s from refund analysis
  • Publishing daily and weekly reports and maintains data for regular one on one review with team members
  • Participate in program level reviews with managers towards sale and CSAT progress and presenting action plans towards achievable goals
  • Mostly achieved Client targets month on month with consistent performance on CSAT and Sale
  • Training the team in the client defined tool
  • Consistent in meeting the operational client metrics Service Level
  • Frequent call auditing to increase the quality for team members

Escalation Lead

CSS Corp
09.2009 - 08.2016
  • Sr
  • Support Engineer promoted as Application Engineer and became SME
  • Worked on billed payroll for NETGEAR client on product / support services
  • Mentoring more than 15 support engineers on process and products knowledge and skills
  • Driving the Team to achieve team goals on defined KRA
  • Handling priority calls, Supervisor calls, and Appreciation calls for the team
  • Routing tickets such as cases escalated to level 1 or 2 for consumer or business products and customer care department
  • Handling in-bound calls on any Networking products such as Router, Adapter, Range Extender, Access point, Print Server, Printers, Storage devices irrespective of brands and any Windows Operating System issues such as OS installation, Virus/Malware/Adware Removal, Anti-Virus & Firewall Installation and Email Client Configuration [Ms Outlook, Outlook Express]
  • Retaining the customers to extend the paid support contracts and saving refund
  • Optimum utilization of resources available, minimizing Average Call Handling time, maximizing First Call Resolutions, Proliferation of CSAT counts & providing cent percent quality on every call according to the process - Audit

TECHNICAL SUPPORT OFFICER

HCL BPO Technologies Pvt Ltd
10.2008 - 09.2009
  • Handled AT&T Broadband customers, my primary focus was to delight the U.S customers by delivering basic technical support and handling queries on level – 1 service desk
  • Identifying, Understanding the Issue and Resolving it swiftly on Modem configuration, email setup, basic networking troubleshooting, referring to 3rd party support etc
  • Minimizing Average Call Handling time, Maximizing First Call Resolutions, Proliferation of CSAT counts & providing cent percent quality

EXECUTIVE – OFFICE SECRETARY

SAAD GROUP
02.2007 - 05.2008
  • Company Overview: [SAUDI ARABIA]
  • Opening, sorting and categorizing all incoming information to the department and getting it to the appropriate people in a timely fashion
  • Processing all outgoing communication in the form of emails, letters, faxes or other forms of communication
  • Scheduling appointments and meetings
  • Duplicating, filing, recording and logging of data shared between departments
  • [SAUDI ARABIA]

INFORMATION MANAGEMENT & OFFICE ADMINISTRATOR

SEA MEDIA ONE PVT LTD
08.2003 - 12.2006
  • Company Overview: [BANGALORE]
  • Information Management: Support provided to Mailing & Circulation Dept
  • Controlling database on clients and subscribers
  • Designing, Creating and Maintaining the Confidentiality of Subscriptions of Database
  • Supervision of e-blasting of Newsletters as well as mailings of hard copies to subscribers
  • General Administration: Liaising with visitors and agencies, routine purchases, coordinate extensive travel arrangements and itineraries and invoicing
  • Responsible for facilitating Recruitment
  • Proactively coordinate with the Research team, Editorial team, IT team & Sales team Staffs in H.Q, Auditing firm, Business Associates, Clients & Ad agencies
  • [BANGALORE]

MARKETING EXECUTIVE

G.S. NET SERVICES PVT LTD
05.2002 - 07.2003
  • Responsibilities: Business Development, After Sale Service/ AMC and Promotional Activities.

Education

M.S - IT & MANAGEMENT

Kamaraj University
01.2001

B.SC - PHYSICS

Bharathidasan University
01.1999

Skills

  • Team Management
  • Performance & Trend Monitoring
  • Operations Management
  • Process improvement
  • Change Management
  • Stakeholder Management
  • Work Assignment Delegation
  • Service Delivery Management

Certification

  • ITILV4 Foundation
  • ISMS 27001 course completion

Keywords

  • Major Incident Manager
  • Shift Manager
  • Operation Manager
  • Change Manager
  • People Manager
  • ITSM Service Delivery
  • ITIL

Skillset

  • Leadership
  • Problem-Solving
  • Organizational Skills
  • Customer Service
  • Team Management
  • Excellent verbal and written communication skills

Lastdrawnctc

Rs 8 LPA

Languages

  • English
  • Tamil
  • Hindi

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge.

Activities

  • A, B & C Certificates holder in National Cadet Corps
  • Represented District team, College team & School team in Football & Cricket

Personal Information

  • Passport Number: C3280166
  • Date of Birth: 05/01/78
  • Gender: Male
  • Marital Status: Married

Affiliations

  • Recognized & Awarded for continuous service delivery at client location during the COVID-19 pandemic lockdown phase.

Timeline

Shift Management Team – Lead

Microland
02.2022 - 11.2024

Team Lead

Slash Support Services Pvt Ltd (SSSPL SEZ)
08.2016 - 07.2017

Escalation Lead

CSS Corp
09.2009 - 08.2016

TECHNICAL SUPPORT OFFICER

HCL BPO Technologies Pvt Ltd
10.2008 - 09.2009

EXECUTIVE – OFFICE SECRETARY

SAAD GROUP
02.2007 - 05.2008

INFORMATION MANAGEMENT & OFFICE ADMINISTRATOR

SEA MEDIA ONE PVT LTD
08.2003 - 12.2006

MARKETING EXECUTIVE

G.S. NET SERVICES PVT LTD
05.2002 - 07.2003

M.S - IT & MANAGEMENT

Kamaraj University

B.SC - PHYSICS

Bharathidasan University

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SYED FARHAN. A