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Vysakh Raju
MIS & Operations Manager
Dubai,DU
Summary
Dynamic Technical professional, with 9 plus years of experience in after sales services with Telecom industry. Graduated in B. tech [Information Technology] in 2011 from VMKV Engineering College, Certified in ACMT & ACIT from Apple and Qualified for Ground level execution of quality tools - 5S, Kaizen & Audits.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
4
4
Languages
Work History
Regional MIS & Operations Supervisor
Axiom Telecom
Dubai Silicon Oasis
01.2022 - Current
- Responsible for UAE & KSA, managing service operations of 7 Service Centers.
- Carrying out meetings with Manufactures (Service partners) quarterly or/and when required
- Carrying out Improvement projects (A3) - Data Collection, Analysis, finalizing action Plans, Monitoring & Completion of projects identified for improving process efficiency and productivity, based on Six Sigma Methodology (DMAIC).
- Reviewing of service operations in UAE & KSA for service centers to ensure KPI's as per OEM's.
- Carrying out Time Motion studies of different processes to eliminate non-value adding activities and improve process efficiency.
- Carried out coordination, planning, facilitating and communicating project milestones and activities for major MIS projects.
- Developed Reports using SQL Queries, published reports via Automated Excel, web-dashboard and Microsoft PowerBI tool for all stakeholders.
- Maintenance of MIS tools and weekly MIS reports.
- Carrying out supervision of development team and maintenance of websites, Mobile Apps and ensuring protection of users' da
Technical Support Supervisor
Axiom Telecom
Dubai Silicon Oasis
12.2014 - 01.2022
- Responsible for UAE & KSA, managing service operations of 7 Service Centers.
- Identifying and resolving diverse range of technical issues across multiple Process and applications and accordingly implemented control plan for entire operations across UAE & KSA.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Practiced quality standards like KAIZEN & 5S for Jigs/ Fixtures with key emphasis on improving quality in working environment.
- Addressed all Process Issues and circulating failure analyzing Report (FAR) to respective department.
- Drafted SOPs/control plans for new process, identifying non-value adding activities in existing processes and streamlining process to make it more efficient.
- Identifications of quality issues with products and liaising with Brand partners to get Solution.
- Liaised with technical team to find Component level repairs to avoid high-cost parts usage thus by gaining
- Carried out Service Setup implementations for New service centers which include NPI, NPL,Spare planning,inventory setup ,Service tools sourcing &training.
Customer Care Executive
Axiom Telecom
Dubai '
05.2013 - 12.2014
- Responsible for attending walk-in clients & enthusiastically attend them to solve issues.
- Coordinating with Technical support team and BM's for handling customer issues.
- Provides customer support and handles queries of clients.
- Making soft calls to customers on updating status of service get confirmations for OOW repairs.
- Following-up and keeping track on all customer enquiries.
- Maintaining and keeping accurate records of all enquiries & related details in In-House Systems.
- Coordinated timely responses to online customer communication and researched complex issues.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
IT System Administrator
Reliance Communications
Kollam
05.2011 - 01.2013
- Manages Windows network (users, computers, printers, etc) .
- Responsible for making contacts with computer equipment suppliers.
- Installation of important security and patches to maintain optimal performance and security.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Provisioning new software and hardware for use, following established security policies.
- Configuration of Windows operating systems with roles features.
- Migration of data from legacy system to new PC if needed.
- Installing, configuring, managing and maintenance of all servers and workstations.
Education
Bachelor of Science - Information Technology
VMKV Engineering College
India 03.2007 - 03.2011
High School Diploma -
Kristraj Higher Secondary School
India 03.2004 - 04.2006
Skills
Problem Solvingundefined
Software
SQL
PowerBI
Python
Cobol
Certification
Apple Certified MAC Tech [ACMT]
Timeline
Regional MIS & Operations Supervisor
Axiom Telecom
01.2022 - Current
Lenovo Customer Service
06-2019
Service Supervisor Program
09-2018
Train the Trainer Program
08-2018
Apple Certified MAC Tech [ACMT]
10-2016
Apple Certified Iphone Tech [ACIT]
09-2016
Huawei Receptionist/operations Certification
08-2016
Technical Support Supervisor
Axiom Telecom
12.2014 - 01.2022
Customer Care Executive
Axiom Telecom
05.2013 - 12.2014
IT System Administrator
Reliance Communications
05.2011 - 01.2013
Bachelor of Science - Information Technology
VMKV Engineering College
03.2007 - 03.2011
High School Diploma -
Kristraj Higher Secondary School
03.2004 - 04.2006
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