Vijesh Venugopal
Chennai,TN
Summary
Dynamic leader and Technical Support Manager at Exela Technologies, adept in technical troubleshooting and fostering team collaboration. Achieved significant improvements in customer satisfaction and efficiency by streamlining support processes and mentoring staff. Skilled in ITIL framework and incident management, I enhanced support team performance and customer relationships through strategic initiatives and effective communication.
Personable and results-driven individual with knack for solving complex technical issues and leading teams to success. Possesses deep understanding of troubleshooting methodologies and customer support software, coupled with strong analytical and communication skills. Committed to driving operational efficiency and delivering high-quality support solutions.
Results-driven technical professional with comprehensive experience in technical support and team leadership. Proven ability to manage complex technical issues, ensuring seamless operations and high customer satisfaction. Known for effective collaboration and adaptability in dynamic environments, leveraging expertise in troubleshooting and customer service excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Support Manager
Exela Technologies
08.2008 - Current
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Streamlined support processes for improved efficiency and faster response times.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
Education
MBA - Computer Information Systems
08-2013
Skills
- Customer communications
- Technical troubleshooting
- Incident management
- Vendor relations
- Quality control guidelines
- Software support
- Operations oversight
- Escalation management
- Remote support
- Customer support
- Training and mentoring
- Team building
- Customer support management
- Scheduling
- ITIL framework
Certification
- ITIL Foundation Certification - AXELOS Global Best Practice.
- Certified ScrumMaster (CSM)
Timeline
Technical Support Manager - Exela Technologies
08.2008 - Current
- ITIL Foundation Certification - AXELOS Global Best Practice.
- Certified ScrumMaster (CSM)
MADRAS UNIVERSITY - MBA, Computer Information Systems
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