Mahendran Karruppusamy

Experience

• 

  WebEx

  Dec 2006 - Dec 2010

  IT Engineer-(Tech Lead)

  Member of End-user support team • The first point of contact for any IT related issues for users in India.• Responsible for IT onboarding & Termination process.• Supported Laptop & Desktop across India.• Handled Procurement & Maintained IT inventory for India.

• 

  Cisco

  Dec 2010 - now

  Role: Spearheading entire gamut of operations such as preventive & proactive coordination between IT Service Owners & users across the region and covering first mile & last mile for IT Services Administering operations of Local Technical Support & IT collab services (Tele Presence, WebEx, Video) for India Working with Project Managers and technical teams for securing & executing concurrent projects Streamlining process to help department leaders and liaising for developing & improving business continuity plans Managing the entire gamut of end-user support services which includes managing day-to-day operations Supervising high-severity incidents to ensure service availability with minimal delay and working towards ensuring smooth operations of the infrastructure environment Ensuring success of business partners by maintaining infrastructure, adherence of policies & procedures, mentoring staff and working with internal clients to ensure a high quality of service Showcasing the Cisco technology to the customers Leading IT in Regional Incident Management Team to ensure business continuity for all IT services during crisis Facilitating best user experience through continuous support, training classes, webinars, improvements and communication of system changes Ensuring adherence to compliance policies, reviewing documentation and enhancing process to improve service towards the business partners Leading, mentoring & monitoring the performance of team members to ensure efficiency in process; developing competency among the team members Ensuring Cisco India IT Team is compliant to SEZ norms, external & internal policies Show less Reports to CIO, Cisco India. Act as bridge between IT service owners & Users located in this region. We cover first mile & last mile for IT services.Key Responsibilities• To deliver better user experience by improving process & adding regional intelligence.• Managed operations of Local Technical Support & IT collab services (Tele presence, Webex, Video) for India.• Significant experience of working with project managers and technical teams for securing & executing concurrent projects• Tracked metrics involving critical incidents to model trends, produced reports and make effective recommendations for improvements.• Devised and deployed process to help department leaders and liaisons develop and improve business continuity plans.• Executed operational improvements which resulted in savings, improved user experience while being compliant to regional policies.• Represent IT in Regional Incident Management team to ensure business continuity for all IT services during crisis.• Resolved conflicts and negotiated mutually beneficial agreements between parties.• Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.• Ensure Cisco India IT team is compliant to SEZ Norms, External & Internal Policies.• Conducted post-resolution reviews with team members.Stretch Assignments• Agile Coach – Delivered few sessions on Scaled Agile (SAFe) Scrum Master & SAFe for teams.• Product Owner to develop Mobile Application for India Marketing team. App user will be sales team, which will help them to send target marketing comms to our customers.• Scrum Master to develop Web app for ZORO team, which will help them to speed up the process of evaluating the older cisco devices to cover them under support contract. Show less

  • High Touch Operations Manager

    Jan 2023 - now

  • Technical System Engineer(IT Operations Manager)

    Aug 2020 - Jan 2023

  • IT Engineer(IT Operation Associate)

    Dec 2010 - Aug 2020