Deepak Kumar Prasad

DEEPAK KUMAR PRASAD EMAIL--Mobile No- Carrier Summary Over 16+ year’s solid experience in Customer Support Services, Service Delivery Operations for all Segments & key client Management ,I started my carrier as a Customer Support Engg and progressed steadily, work in various roll as Channel Manager, Technical Support Manager ,Regional Service Manager, Business Development, Team Management, Vendor Management and expertise in managing Clients, Vendors Partners expansions and Technical Services, Customer Relationship Management in the Electronics/ IT and Telecom Sector. Carrier Objective To obtain a challenging leadership in a professionally managed organization to deliver and enhance my capability with that of the organization for mutual benefit. Core Competencies-Service Delivery Management~ People/Team Management ~Manage Customer Escalation ~Customer Support Operation for Enterprises SMB and consumer segment~Bussiness Development through annuity per event etc~Inventory/IT Hardware asset Management ~Customer Relationship Management and cost of Delivery Optimization Areas of Expertise Service Operations − Managing Service operations with focus on implementing policy & procedure and developing /streamlining systems handling operation etc. − Adhering to service procedure with focus of optimizing operational effectiveness of equipment and reducing breakdown to downtime minimum − Increase channel in order to provide valuable service to customer within a short duration − Focusing on generation of revenue through services sales. − Developing and ensuring customer satisfaction by maintaining excellent turn around time (TAT) for delivery and standard service quality norm. − Planning and execution of infrasture Projects − Responsible for the FMS activity as providing the solution to the customer’s queries and requirement in terms of manpower resourcing security solutions helpdesk facility etc − Responsible to regular pre-sale management and supporting partners to achieve their sales target Client Relationship Management − Reviewing the ASPs during location visit in terms of Service deliverables, Spare stockings and customer satisfaction − Ensuring speedily resolution of queries and grievances to maximize client satisfaction levels − Maintain the excellent relationship with clients to generate revenue for additional business − Monitor the post service activities like follow up with the customers, service reminders and handling customer grievances for superior customer service. − Provide value added customer services by attending their queries & issues relating pre/ post sales. Key Client Management − Single point of coordination for service acquisition revenue maximization maximize realization retention and revenue collection in Key account − Ensuring customer satisfaction product penetration in key account. − Working with presale to develop customized solutions for Key account − Ensuring the service delivery as per SLA’s service assurance& revenue generation in key accounts. Channel Management − Responsible for the new ASP development and management as per requirements − Responsible for Business development through Channel partners in terms of services sales, upgrade sales and new sales. − Responsible for the regular visit to ASP/channel ensuring ASP channel satisfaction while achieving company objectives target and goals Career Highlights Sonic Sol (Hyderabad) Duration: July 2019 to April 2020 Designation:-Service Delivery Manager. Company Profile:- It is a system integrated company, Having Sales & Services Profile in IT Hardware, Networking, Facility Management, and AMC. SONICSOL is also Authorized partner sales & service for various brands like HP, DELL, D-Link, Cisco, Canon, etc. KEY DELIVERABLE:To Establish delivery process To Run Service Improvement plane To Supervising team/staff To Manage Customer Expectations To Create cost Effective systems OPRATIONS:Develop the strategy for the service delivery function Leading strategic initiative embedding a culture of continuous improvement through the function Enable a service delivery culture prompt ongoing service improvements to improve quality and customer satisfactions To maintain ongoing ownership for all incidents and facilitate the communication of incident update to customer provided by the support team Revenue Generation of existing & new accounts in Service Sales – Facility Management, TPM, AMC sales & Warranty sales Understanding the Customer's line of Business, analyzing & adhering to the SLA of the customer, collecting valuable feedback. Ensure the timely monthly collection of the payments & adherence to the payment collection / outstanding systems & procedures as per company policy. Identifying Manpower requirements, participating into recruitment process to select the most competent individual for customer service departments Identifying discrepancy and resolve issues faced by the employees to streamline. Inspirisys solutions Ltd (Hyderabad) (Formerly Accel Frontline Ltd) Duration: September 2016 to June 2019 Designation:-Deputy Manager (AP&Telangana) Company Profile:Accel Frontline Ltd, a subsidiary of CAC Holding Corporation Japan, as an integrated IT and operations Management service provider with service portfolio Includes warranty management services, IT transformation services. KEY DELIVERABLE:FUNCTIONAL ASP appointment across AP telangana as per the support delivery ASP payment clearences Vendor management Process development as per the customer requirent Resources management New process development for efficient support Quality management as per customer requirement Business Development KEY RESPONSIBILITIES:Responsible for Service Operation, Revenue Generation and branch P&L for the State AP and Telangana which includes 3 branches & 22 ASP’s across 2 states. Leading the Technical Team of 15 Engineers and backend Support team of 25+ including Store and Front desk executive of 3 direct center for Hyderabad, Vijayawada and Vizag. Responsible for Warranty Management Support & Product sales for IT products in Printing (Lexmark, Ricoh and Brother) Scanning (Fujitsu, Kodak) Projectors (Hitachi, Infocus), Motherboard (Biostar,Asrock) and ASP Operations for Infocus Brand Mobiles. Responsible for Product sales for IT in Printing ( Lexmark, Ricoh and Brother) Scanning (Fujitsu,Kodak) Projectors(Hitachi, Infocus) & Computing Product Sale Back to Back Responsible for Appointments of ASP across AP/TS through legal agreements and managing monthly performance by daily review of Pendency. Responsible for After Sales services in the division of Warranty Management Services for the Principle Vendors with whom Accel Frontline Limited with an Agreement for Entire state of Andhra Pradesh & Telangana, for IT &Mobility. as per the SLA's defined by the Principles Responsible to meet new customer to create our Business funnel where we can develop our business in terms of service sales, upgrade sales and product sales. Reviewed constantly the customer feedback and then suggested way to improve the processes and customer service level which increase the satisfaction rate from 80 to 95%. Preparing and reviewing budgets, Revenue, Expenses and other business and operational documents with absolute accuracy and in strict adherence to predefined timelines Maintaining effective control of expenses by regularly examining management accounts and comparisons with budgets Analyzing statistics or other data to determine the level of customer service, developing feedback or complaints procedures for customers to use, developing customer service procedures, policies and standards, meeting with other managers to discuss possible improvements to customer service. Identifying Manpower requirements, participating into recruitment process to select the most competent individual for customer service departments Identifying discrepancy and resolve issues faced by the employees to streamline. TVs Electronics Ltd (Hyderabad) Duration: Oct 2013 to September 2016 Designation: Centre Manager for HTC Operations Company Profile:TVS Electronics is a part of the 90-year-old TVS Group (Few companies in the group). The only Group from Asia, outside Japan, to win the Deming Award for Quality. TVS Electronics, founded in 1986, started as a IT peripherals manufacturer and has today transformed itself into an IT Transaction Solution provider and Business Process Outsourcing partner. KEY RESPONSIBILITIES:Responsible for Centre Operation of Mobile Service which Include 3 Exclusive HTC center with the direct Team of 30+Members Overall Center Management Ensure Centre Discipline & Policies followed promptly Handles the Customer Escalation and Works with engineer to get prompt solution to the customer satisfaction Ensure the Process & system followed very promptly all the transactions done as per the System Ensuring all received calls logged as per the process & System able to achieve consistently the given Targets of Productivity. Last 3 months above 100% Productivity achieved. Maintaining TAT Report’s (AtoA & EtoE) Conducting Audit’s In Center. Developing and achieving performance goals and objectives in order to achieve customer promise expectations Manpower management (Recruitment, Training, Retention & Motivation). Working like bridge between Customer Service Executive and Engineers Ensure all service procedure as defined by the vendors are followed in practice Identifying and eliminating root cause barriers to accuracy, productivity, and quality. Solving complex customer service issues and proactively preventing negative service trends. HCL INFOSYSTEMS LTD (Hyderabad) Duration: July 2009 to September 2013 Designation: Project Manager–Service Delivery Product:-Laptop (Toshiba, HCL) Desktop (HCL) KEY RESPONSIBILITIES:Handling Key account like(ITC,MEDPLUS,VSOFT,INDIANIMMUNILOGICAL,MICROSOFT,INFOSYS) Resources Management New process development for efficient support Quality Management as per ISO norm Asset Management Carry Pan India Roll out for new installation project in ITC-ABD/Microsoft/Infosys group. Periodic Review meeting and training for resources Account management of key clients through periodic meeting Adequate inventory/spare planning for meeting SLA norm for key client Continuous improve operational efficiency through process improvement Ensure the service delivery take placed based on service delivery agreement develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectation and handling issue Using of quality as a tool to improve customer satisfaction and enhance service delivery Keeps a track of the customer changing needs to facilitate the innovation & development of the new customer management Process & Systems Ensure zero customer escalation by implementation and maintain quality management system in account To organised resources required for running the account/providing services as per SLA Preparation of process documents for the service provided as per the contract Provide training for the onsite engineers as per the site requirements Key Customer Relationship Management & supervision of all customer programs. HCL INFOSYSTEMS LTD (Hyderabad) Duration: Feb2007 to June 2009 Designation: Operation Manager –Service Delivery (BIM/OSM) KEY RESPONSIBILITIES:Responsible for managing entire TOSHIBA Carry-in and Field services for the State of Andhra Pradesh.. Managing 3 Service point Direct Locations & 10 service Partner for Toshiba Support of Andhra Pradesh Leading the Technical Team of 10 Engineers and backend Call centre team of 5 Engineers Handling all the Technical Escalations on HCL Desktops, and Notebooks and for the State of Andhra Pradesh.. Supporting HCL Service Point, Clients and Customers through E-Mails and telephonic conversations and visiting Key client premises when required. Trouble shoots & maintenance of PC & Notebook Conducting Training to HCL Service Point Engineers and Partner Engineers Planning buffer to provide prompt support to customer Monitoring Daily call report (DCR). Handling all the Technical Escalations & Commercial for Toshiba HCL,Notebook of Major key client . Pages Consultancy-Mumbai Sr Customer Support Engg (HCL INFOSYSTEMS LTD) Duration: Jan2005 to Jan 2007 Designation: Sr. Customer Support Engg. Company Profile:HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.9 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies and HCL Info systems. The 3 decade old enterprise, founded in 1976, is one of India's original IT garage startups. Its range of offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of Technology and Telecom products in India. The HCL KEY RESPONSIBILITIES:Handling all the Technical Escalations on Toshiba Notebook and Hcl Laptop and assisting the technical Team Providing Support to TOSHIBA & HCL Notebook for Corporate Individual & ILW Customer to giving onsite support as well as bring in maintences.. Carrying out Fault management by continuously resolving problem alerts, identifying recurring problems as well as tracing, diagnosing, correcting and managing all level faults. Conducting Periodic reviews with the customer and Engineers, analyzing the calls and their trends to take proactive measures to increase the Call Closure and Product Quality. Generate/analyze reporting specific to L1 representative, to perform the coaching needs analysis on technical performance Coordinating with the Manufacturing Plant (Pondicherry) and HO Technical Team for the Technical Support Queries’ EFF-ONE Technology – Mumbai Duration: March 2003 to Dec 2004 Designation: Customer Support Engg Company Profile: - The firm is Premier Business Partner, Proliant Gold Partner and Authorized Service Provider of Toshiba. It provides Quality hardware solutions for the clients. Maintain AMC’s for banks, private colleges, pharmaceutical companies, and other industries. The Firm is sole service provider for TOSHIBA laptops in (Mumbai, Pune & Kolkata) KEY RESPONSIBILITIES:Configuring and Maintaining (HCL, Toshiba, Assembled PC’s and Notebook PC’s) Trouble shooting of Toshiba Notebooks and Hcl Desktop Online support to customer on Windows Trouble shootings. Handling Client side applications installation and troubleshooting critical issues. It also includes trouble shooting of critical hardware issues related to PC’s and Notebooks. Installation, configuration and maintenance of Windows NT 4.0,Windows 2000 and Windows XP Spare part transaction between HO and Division also Vice versa Handled National key clients like Marico, Blue Star, Avaya Global, Star TV, Birla Sun Life etc. Reporting to the Support Manager on Daily Basis in regards of Field Activity like Pending calls & Spare Parts Academic Credentials B.TECH in Electronic and Communication from YCMOU University(Nasik) with 70% Diploma in Electronic and Communication Engineering (MSBTE Mumbai) Passed in First Class with 66%. th Senior Secondary (12 ) from Bihar Intermediate Education Council (Patna) Passed in First class with 63% th High School (10 ) from Bihar School Examination Board (Patna) Passed in First Class with 69% ITS Skills Conversant with SOL SERVICE ONLINE customized package Windows through online Monitoring. Well versed with Office Automation (Word, Excel & Power Point) & Internet Applications. Well Versed with Microsoft OS like Win98, WinNT, Win2000, WinXp, Vista, windows 7& Windows 10 Managerial Competencies Tracking and assessing Team Activities and coordinate till Closure. Leading the technical professional team. Coordinating with Team member to get their work done. Ensuring that the Team provides Quality Service to Client Expertise in managing Clients, Vendors/ Channel Partners expansions. Key Achievement’s Special Commendation award towards Business for the year of- from HCL info systems Ltd Best BIM Centre in Customer Satisfaction and TAT for the year of- from HCL Info systems Ltd Best Engineer in retaining customer through referral letter for the year of 2003 to 2007 Best Performance in terms of TAT & Roll out for the ASP model from Accel frontline Ltd Personal Details nd Date of Birth Address : : 02 February-/74 Mayuri Marge Begum pet Hyderabad Telangana -500016 Sex Marital status Languages Known : Male Married English, Hindi, Telugu. : DECLARATION : I hereby declare that all the above information is true to the best of my Knowledge and belief. Place: Hyderabad Date :