Subramanian Rajendran
Project Manager - IT
Summary
Focused Project Manager with 15+ years of expertise in organizing business operations and resource management to achieve smooth flow and project operations. Monitors projects by adhering to production & delivery schedule, managing production team, identifying problems and providing targeted solutions. Knowledgeable in IT systems life cycle. Seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
5
5
Languages
Work History
Project Manager - Service Desk Manager
PCCW Solutions
07.2022 - Current
- Managed team of 25 skilled IT engineers providing IT helpdesk support for multiple government agencies in Singapore
- Negotiated contracts with vendors and suppliers, securing quality materials for efficient use of resources.
- Coordinated cross-functional teams and resolved conflicts, maintaining positive work environment throughout the project lifecycle.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Coordinated secure system access of users to various department systems and platforms.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Conduct Customer Satisfaction Surveys for various Gov agencies involving CITO / CTO levels.
Manager - Customer Success
GAVS Technologies Private
01.2018 - 07.2022
- Managed multiple US & Middle East based IT portfolios as Customer Success Manager
- Providing leading expert IT services via remote and on-prem solutions approximately dealing with 6000+ Calls / Incidents
- Promote in-house developed AI based solution for clients to achieve high performance with cost optimization
- Manage Annual gross margin for all IT accounts
- Generate progressive revenue with quarterly targets
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed >99% SLA for all engagements with FCR >89%
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Planned, created, tested and deployed system life cycle methodology both On-Site (Qatar, New York and FL Orlando) and Off-site to produce high quality systems to meet and exceed customer expectations.
- Conduct CEO Performance feedback for all IT accounts managed
Team Leader - Operations
Serco Global Services
03.2015 - 05.2016
- Managed team of 20 IT Support engineers
- Perform daily health checks on various apps, tools and storage devices used by client
- Incident Management, Problem Management and Change Management
- Automation suggestions and implementations via Lean approach
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Sr Team Leader
HCL Technologies
03.2007 - 02.2015
- Joined as technical support officer and gradually progressed to Sr team leader - operations.
- hands on experience to attend, troubleshoot telecom, ISP, LAN and WiFi related issues
- Progressed as network specialist and carried out various hardware implementations
- Promoted as Subject Matter Expert and trained skilled network engineers both on-site (Exeter, UK) and off-site (Chennai / Noida)
- Promoted as Team Leader - Operations and managed a team of 20 responsible for ISP troubleshooting and Network Operations
- Promoted as Sr Team Leaser - Operations, successfully implemented case study on High Level Complaints management
- Created SOPs, Trained On-site team (New Castle, UK) for managing high level complaints and Ombudsman complaints
- Have hands on experience of resource hiring, budgeting and performance review.
- Championed a culture of continuous learning by 6 sigma implementations, fostering an environment conducive to professional growth and development.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
Bachelor of Science - Microbiology
University Of Madras
Chennai, India 05.2002 - 06.2005
Skills
Stakeholder Management
Quality Assurance
Team building
Risk Management
Disaster Recovery Methodologies
Client Relations
Data Analytics
Performance Improvements
ITIL
Network Administration
Accomplishments
- Successfully achieved positive CSAT survey rating for all supported Gov Agencies (Singapore) managed- 2023
- Successfully achieved 'Outstanding' feedback ratings for multiple projects - 2018 to 2022
- Deming’s Team Excellence award winner - HCL Awards 2014
- Gemba Kaizen Implementor (9times) - Feb'12 to Jan'15
- Process Champion - British Telecom 2013
- Awarded multiple times by HCL- BSERV for outstanding performance
Timeline
Project Manager - Service Desk Manager
PCCW Solutions
07.2022 - Current
Manager - Customer Success
GAVS Technologies Private
01.2018 - 07.2022
Team Leader - Operations
Serco Global Services
03.2015 - 05.2016
Sr Team Leader
HCL Technologies
03.2007 - 02.2015
Bachelor of Science - Microbiology
University Of Madras
05.2002 - 06.2005