Senthilnath Baskaran

· Lead end-to-end technical deployment and maintenance operations, ensuring seamless service delivery and high customer satisfaction across global clients.

· Fostered strong relationships with clients, stakeholders, and cross-functional teams to effectively align technical solutions with business objectives.

· Specialized in:

· Service Delivery Optimization – Streamlined processes to minimize downtime and enhance service quality.

· Resource Management – Strategically allocated and managed team resources to improve operational efficiency.

· Stakeholder Collaboration – Acted as key liaison across internal departments and international partners to support business goals.

· Ticketing System Oversight – Managed full lifecycle of technical support tickets, ensuring swift resolution and minimal service disruption.

· Tools & Technologies:

· POD Father, Ulises, Trace, Outlook, MS Excel (Advanced) – Used for reporting, data analysis, and operational decision-making.

· Oversaw team schedules, bookings, and workload allocation to optimize productivity and service coverage.

· Designed and implemented targeted training programs, improving team skills, performance, and engagement.

· Core Responsibilities:

· Assigned and tracked technical support tickets, coordinating with engineers across multiple geographies for resolution.

· Ensured SLA compliance and service excellence through efficient ticket and incident management.

· Facilitated continuous improvement in support processes through analysis and feedback loops.

· Key Achievements:

· Increased service delivery efficiency by 25% through process enhancements and effective resource utilization.

· Reduced average ticket resolution time by 30% through structured training and cross-functional coordination.

· Consistently maintained customer satisfaction scores above 95% by delivering timely and reliable support.

· Onboarding and offboarding engineers: validated engineer credentials, facilitated ID card issuance, and updated resumes with approval, ensuring compliance and smooth transitions.

· Billing and charge verification: collaborated with Service Delivery Managers (SDMs) to verify accurate billing and charge allocation for allocated engineers at month-end and month-start.

• Contributed in back-end development and collaborated on APIs.
• Used HTML or XML to structure web pages and provide smooth navigation of internet.
• Designed layout and graphics to enhance aesthetics and appearance of website.
• Troubleshot website on different browsers to determine quality.
• Tested links to identify and rectify discrepancies, determine speed and gauge traffic.
• Created codes and programmes to infuse power for databases and servers.
• Built reusable code to utilise for other projects and to minimise costs.
• Managed project and web strategic planning for entire team.

• Trained and helped less experienced staff manage workloads and assignments, facilitating fulfilment of organizational objectives.
• Received, sorted and directed incoming mail to maintain good communication channels.
• Answered and managed incoming and outgoing calls while recording accurate messages.
• Updated client correspondence files and noted additions in file index.
• Organized and stored hardcopy files.
• Leveraged business acumen and strategic collaboration skills to build rapport across all enterprise levels.
• Helped less experienced staff manage daily assignments.
• Managed document control duties to reduce errors and maintain accurate records.

• Developed new, efficient and well-tested code for variety of different software projects.
• Analysed data to determine installation of new systems required.
• Provided weekly detailed project reports to keep manager informed on milestones and updates.
• Managed system testing and validation procedures to gauge reliability.