Wayne Moulton
Program Manager
Chennai,Tamil Nadu
Summary
Accomplished management professional with 16+ years of career progression in IT Operations. Proven effective leader skilled in development and oversight of high-performing, multi-disciplined and quality-oriented teams. Adept problem solver, employing creativity and innovation to overcome challenging and complex issues across employees, processes and costs. Focused and meticulous in all End User Computing objectives to strategically plan and execute projects, forecasts, cost-reduction techniques and best practice initiatives. Outstanding communicator with language fluency and well-versed in employee, vendor and partner relations. Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Service Delivery Manager
Allied Digital Services Limited
Chennai, Tamil Nadu
04.2021 - Current
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Managed third-party contracts to drive delivery of required services.
- Coordinated new hire recruitment, training and development.
- Planned and managed project lifecycles, from conception through final completion.
- Facilitated completion of deliveries and verified documentation.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Spearheaded the Transition and Transformation Team for End User Computing Tower
Senior Manager
HCL Technologies
Chennai, Tamil Nadu
05.2019 - Current
- Produced roadmaps, runbooks and transition reports each week, updating customers and senior leaders on progress and roadblocks.
- Gathered requirements(due diligence), defined scopes, allocated resources and established schedules meeting or exceeding project demands.
- Analyzed projects to determine resource requirements and procured necessary IT solutions.
- Part of the pre sales team to design IT solutions for various customers based on the environment and landscape.
- Inspected equipment, assessed functionality and optimized controls.
- Working with the MTaaS (Tools & Automation) to customize ITSM platforms & services according to the customer's requirement.
- Bringing synergy between practice, delivery and the customer to ensure clear communication channels and promote customer satisfaction.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Implemented new quality assurance and customer service standards.
- Carrying transitions from end to end - Designing the solution to implementation and hand over to Steady State
- Collaborated with developers and product owners to stay current on product features and intended functionality.
- Performed gap analysis procedures and detailed data reviews to optimize implementation.
Operations Manager
HCL Technologies
Chennai, Tamil Nadu
01.2015 - 01.2019
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels
- Developed and implemented daily operations plans such as healthy operational practices, employee assignments and promotional strategies.
- Strategically used DQA to evaluate data to meet the quality required for the business.
- Reviewed and validated quality requirements for operational excellence and customer satisfaction using Ops HiFi.
- Drove operations that met the standard of the Ops HiFi audits and ensured that all metrics were met.
- Tracked and drove CSI to align and realign the fast changing demands of the cusotmer
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and member management team with related direct reports.
- Developed and executed data cleanup measures using automation and Lean IT practices.
- Evaluated upcoming program plans to forecast expected resource needs.
- Implemented policies and standard operating procedures for continuous improvement.
- Partnered with vendors to effectively manage and budget for adhoc projects and initiatives
- Managed Desk Side Services for two years and was instrumental in fixing long standing issues for customers earning additional business for the organization
- Implemented incident management responses, including troubleshooting, root cause analysis and issue resolution.
- Handled the Process Team(Cross Functional Services) containing all flavors and was instrumental in cross skilling the team.
- Determined root cause of data quality errors and recommended long-term solutions.
Major Incident & Change Manager
Wipro
Chennai, Tamil Nadu
01.2013 - 12.2014
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Provided immediate emergency response and incident management.
- Conducted post-resolution reviews with team members.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Conducted knowledge sharing sessions to capture lessons learned and streamline product improvement process.
- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
- Consulted regularly with internal customers on application development project status, new project proposals and software-related technical issues.
Service Desk Lead
Wipro
Chennai, Tamil Nadu
01.2009 - 01.2013
- Recorded actions taken and issues resolved to effectively manage customer accounts.
- Implemented and developed customer service training processes.
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Facilitated inter-departmental communication to effectively provide customer support.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met all customer call guidelines including service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Communication & Process Trainer
Wipro
Chennai, Tamil Nadu
01.2008 - 01.2009
- Scheduled and taught in class and online courses to increase learning opportunities.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Gathered and organized supplementary material to support structured lessons.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Assessed student needs to develop effective training plans.
- Monitored participant workflow and behaviors throughout training process.
Customer Service Representative
Allsec Technologies
Chennai, Tamil Nadu
01.2005 - 01.2008
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Compiled customer feedback and recommended service delivery improvements to management.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly and in appropriate manner.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Answered constant flow of customer calls with up to 10 calls in queue per minute.
- Collaborated with Quality to provide quality control for customer service, production, and output for 24/7/365 operations.
Education
Bachelor of Science - Visual Communication
SRM Arts & Science College
Chennai 01.2002 - 01.2005
Skills
Cost reduction and containment
undefinedMusician
Recording artist and part time sessions Musician
Timeline
Service Delivery Manager
Allied Digital Services Limited
04.2021 - Current
Senior Manager
HCL Technologies
05.2019 - Current
Operations Manager
HCL Technologies
01.2015 - 01.2019
Major Incident & Change Manager
Wipro
01.2013 - 12.2014
Service Desk Lead
Wipro
01.2009 - 01.2013
Communication & Process Trainer
Wipro
01.2008 - 01.2009
Customer Service Representative
Allsec Technologies
01.2005 - 01.2008
Bachelor of Science - Visual Communication
SRM Arts & Science College
01.2002 - 01.2005
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