Devraj Gannasekaran
Passionate ITES, ITSM, Service Delivery, Project Management Professional
Wayne,NJ
Summary
A technology pacesetter with 15 + years of notable
contribution in the entire gamut of IT Service Delivery, Operations Management, IT Infrastructure Management, and Project Management.
Delivered complex IT Programs and Projects utilizing Information Technology Infrastructure Library (ITIL) practices with a focus on value creation for the customer and collaborated effectively with globally dispersed teams to better serve customer needs.
Provided technical direction; proposed budgets for programs and projects, purchases and upgrades, supervised internal and external IT resources, and Spearheaded Technology alignment, governance, and support for implementation and integration of
major software products.
Created a culture of innovation and continuous process
improvement, drove expanded system capability and leading edge solutions development while meeting rigorous cost constraints to maintain the competitive edge
Transformed cooperation and communication between functions, from a reactive approach to a proactive one, synthesizing overall team efforts to achieve the business objectives.
Excelled in leading transformation programs in technology
improvement, enterprise architecture, governance, capability enhancement, operations excellence, and process improvement.
Overview
15
15
years of professional experience
6
6
Certification
Work History
Associate Infrastructure Specialist-Client Role-PM
UST Global
01.2019 - 06.2020
- Conducted regular status meetings with internal teams and external partners to track progress against established milestones.
- Presented findings from data analysis in a clear, concise manner that was easily understood by stakeholders at all levels of the organization.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Drafted reports summarizing progress made on projects for review by executive leadership team.
- Maintained records of all documents related to each project including specifications, change orders, invoices.
- Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Coordinated resources across multiple departments and teams as needed for successful completion of projects.
- Implemented effective communication protocols between internal teams working on different aspects of a given project.
- Facilitated resolution of conflicts between team members when necessary.
- Actively sought out feedback from stakeholders throughout the duration of a project in order to identify areas needing improvement or adjustment.
- Developed and maintained project plans, timelines, and budgets.
- Ensured SLA compliance and maintained service delivery quality standards.
- Developed and implemented strategies to improve customer satisfaction levels.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Coordinated activities between departments to ensure smooth service delivery process.
- Created reports on service delivery metrics, such as response time, resolution rate.
- Established relationships with external stakeholders to support service delivery operations.
- Conducted regular meetings with customers to discuss their requirements and expectations.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Reviewed existing service level agreements and proposed changes when necessary.
- Maintained records of customer interactions and complaints for future reference.
- Developed operational policies and procedures related to service delivery management.
- Managed service delivery expectations.
Associate Infrastructure Specialist-Client Role-VM
UST Global
04.2018 - 12.2018
- Analyzed vendor performance metrics to identify areas for improvement and increase operational efficiency.
- Negotiated contracts, terms and conditions with vendors to ensure optimal pricing and quality of services.
- Monitored vendor performance against established standards, such as delivery schedules or quality requirements.
- Ensured that all vendors were compliant with applicable laws, regulations, codes of conduct, safety protocols.
- Assisted in the development of vendor management policies and procedures in accordance with corporate objectives.
- Performed regular audits of existing vendors to verify accuracy of data provided in invoices or contracts.
- Identified opportunities for cost savings through improved sourcing methods or alternative materials and suppliers.
- Managed vendor relations and contracts through strategic partnerships which saved costs and delivered premium contract pricing.
- Resolved conflicts arising from service level agreement issues or other disputes with suppliers.
- Analyzed financial statements, invoices, purchase orders, contracts. for accuracy and completeness prior to payment processing.
- Developed and maintained strong relationships with vendors.
- Coordinated vendor onboarding activities and managed vendor lifecycle processes.
- Identified potential new vendors for product sourcing and services.
Assoc. Infrastructure Specialist-(Client Role-DSO)
UST Global
07.2015 - 03.2018
- Spearheaded IT infrastructure development, quality control, staging and production operations.
- Gathered data pertaining to customer needs to identify, predict and evaluate system and network requirements.
- Coordinated with vendors and company personnel to facilitate purchases.
- Promoted continuous improvement for IT governance processes.
- Planned, tested and supported high-availability infrastructures.
- Negotiated contracts with vendors and suppliers based on company objectives and budget constraints.
- Facilitated resolution of conflicts between team members when necessary.
- Developed data security and disaster recovery procedures.
- Recruited, trained and supervised IT department staff.
- Worked with IT teams from other departments like Systems Administration and Security Operations to ensure seamless operations.
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Managed multiple projects with competing deadlines simultaneously.
- Monitored performance of LAN and WAN and identified potential problems.
- Developed and implemented security policies to protect data across the network.
- Implemented backup procedures to ensure data availability in case of system failure or disaster recovery scenarios.
- Optimized existing networks by replacing outdated hardware components with newer ones.
Sup - Technical Support
Symantec, Chennai
02.2012 - 07.2015
- Provided technical support to customers and internal stakeholders.
- Created documentation for product features and troubleshooting steps.
- Collaborated with engineering teams to ensure customer satisfaction.
- Monitored customer feedback and identified areas of improvement in products or processes.
- Analyzed customer trends and data to identify opportunities for improved service delivery.
- Resolved complex customer inquiries within established SLA timelines.
- Managed a team of product support specialists, providing guidance and mentorship as needed.
- Trained new employees on product knowledge and customer service standards.
- Conducted regular performance reviews for team members and provided constructive feedback as necessary.
- Generated reports on team performance metrics, including response times and resolution rates.
- Implemented strategies to improve customer retention rates and reduce churn.
- Ensured compliance with company policies related to product support operations.
- Maintained up-to-date knowledge about changes in industry regulations that may affect product support services.
- Advised senior management on best practices for product support operations.
- Participated in strategic planning sessions focused on improving customer experience.
- Coordinated cross-functional efforts between departments such as sales, marketing, engineering., to ensure successful delivery of product support services.
- Managed Teams interacting with customers via email, phone, or chat platforms.
Team Lead
Infinite Computer Solutions, Bangalore
10.2010 - 02.2012
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Analyzed key performance indicators to identify effective strategies.
- Worked closely with human resources to support employee management and organizational planning.
Team Leader
Sutherland Global Services
06.2006 - 10.2010
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Monitored team performance and provided coaching to ensure adherence to company guidelines and quality standards.
- Developed strategies for improving customer experience, resolving complaints, and increasing customer satisfaction scores.
- Maintained a high level of professionalism among team members while providing guidance on how to handle challenging customer interactions.
- Conducted regular team meetings to discuss progress, successes, challenges, and opportunities for growth.
- Analyzed call center data to identify areas of improvement in service delivery and productivity.
- Led weekly project meetings with internal stakeholders in order to ensure timely completion of projects.
- Developed initiatives designed to enhance employee morale within the contact center environment.
- Participated in recruitment efforts by interviewing potential candidates for open positions.
- Organized and coordinated training sessions for new employees.
- Developed training materials, including manuals, guides and handouts.
- Conducted assessments to determine skill gaps of existing personnel.
- Created post-training evaluation surveys to measure performance improvement.
- Collaborated with department heads to design effective learning strategies that support organizational goals.
- Maintained up-to-date records of employee training activities within the organization's database system.
- Analyzed data to evaluate effectiveness of current training program offerings.
Technical Support Representative
CLi3L e Services Ltd, Bangalore
05.2005 - 06.2006
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Identified potential areas for improvement in existing products or services.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Recommended upgrades or additional features that could enhance user experience.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Documented all activities related to technical support including processes, updates, changes made.
- Participated in special projects as assigned by management team.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Served as first point of contact for incoming technical service calls and emails.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
Education
Master of Science - Information Systems
University of Phoenix
Tempe, AZ08.2024
Bachelor of Computer Applications - Computer And Information Sciences
Madurai Kamaraj University
Madurai06.2019
Diploma in Electrical & Electronics Engineering - Electrical Engineering
CSI Polytechnic College
Salem04.2005
Skills
- Network Solutions
- Performance Strategy
- Performance Improvements
- Deployment Support
- IT Collaboration
- Document Management
- Productivity Improvement
- Strategic Planning
- Project Management
- Project Planning
- Processes and Procedures
- Stakeholder Communications
- Problem Solving
- Process Improvement
- Business Needs Analysis
- Client Relationship Management
- Vendor Relationship Management
- Requirements Building
- Vendor Management
- Cross Functional Leadership
- Stakeholder Relations
Affiliations
- FOUNDATIONS OF LEADERSHIP CERTIFICATE - University of Phoenix Chapter of the National Society of Leadership & Success, Honor Society 2023- present
- Golden Key Academy Honor Society 2023 - present
Certification
- Lean Six Sigma Green Belt - 2014
- ITIL Foundation in ITSM - 2016
- CompTIA Network+ (N10-007) Cert Prep: 8 Building a Real-World Network Training - 2023
- Completion Certificate for Technical Support Fundamentals - Google
- Foundations of Project Management - Google
- Project Initiation: Starting a successful Project - Google
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
You miss 100% of the shots you never take.
Wayne Gretzky
Timeline
Associate Infrastructure Specialist-Client Role-PM
UST Global
01.2019 - 06.2020
Associate Infrastructure Specialist-Client Role-VM
UST Global
04.2018 - 12.2018
Assoc. Infrastructure Specialist-(Client Role-DSO)
UST Global
07.2015 - 03.2018
Sup - Technical Support
Symantec, Chennai
02.2012 - 07.2015
Team Lead
Infinite Computer Solutions, Bangalore
10.2010 - 02.2012
Team Leader
Sutherland Global Services
06.2006 - 10.2010
Technical Support Representative
CLi3L e Services Ltd, Bangalore
05.2005 - 06.2006
Master of Science - Information Systems
University of Phoenix
Bachelor of Computer Applications - Computer And Information Sciences
Madurai Kamaraj University
Diploma in Electrical & Electronics Engineering - Electrical Engineering
CSI Polytechnic College