Prabagaran R

Experience

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  Wolters Kluwer Enterprise Services Partners

  Apr 2007 - Dec 2012

  IT Executive

  IT Specialist & Production Editor• Managed and maintained a wide range of IT equipment, including network printers, plotters, VoIP phones, desktops, laptops, servers, and network infrastructure (LAN/WAN). Liaised with vendors and technicians for troubleshooting, maintenance, and procurement.• Planned and implemented IT upgrades to ensure smooth operation and minimal disruption to workflow.• (As Production Editor) Edited book layouts and designs for publication, ensuring content organization and adherence to author/editor specifications. Utilized Arbotext Editor (XML) to generate print and digital outputs. Maintained communication with systems teams to meet printing deadlines.• (As Technical Graphic Designer) Designed graphics for articles, journals, and web content based on editorial requirements. Managed the graphics database remotely using Citrix and Empolis contentlifestyle Suite (ECLS). Show less

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  PGi

  Feb 2012 - Dec 2014

  Senior VOIP & Video Engineer

  • Configuration and Deployment:o Configure Cisco video conferencing codecs, routers, and switches according to industry standards (mention specific standards if applicable).o Experience with C40, C60, and C90 Series.o Collaborate with clients, local vendors, and Cisco to plan, source, and deploy video conferencing solutions.o Manage on-site setup with global IT teams for seamless implementation.• Testing and Commissioning:o Implement comprehensive testing procedures for configured equipment.o Coordinate global test sessions with IT support.o Conduct formal test runs, capture configuration backups, and generate performance reports.o Ensure timely commissioning within allocated timeframes.o Lead junior engineers in configuration and on-site testing.• Technical Support and Training:o Provide expert guidance to clients on video conferencing room availability, booking systems, and equipment usage (Audio/Video and Cisco Tanberg VC).Video Conferencing Management (Optional - If Applicable)• Scheduling and Facilitation:o Manage video conference requests in the LSR reservation system (or equivalent).o Launch video conferences on various infrastructure systems at scheduled times (mention specific systems if relevant).• Support and Troubleshooting:o Provide comprehensive support for assigned video conferences, prioritizing customer satisfaction.o Collaborate with client IT teams to troubleshoot video conferencing, network, and Cisco switch issues.• Reporting and Documentation:o Accurately update video conference details and post-conference information in the centralized database.o Log and track video conferencing issues in the fault log system for efficient resolution. Show less

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  Zoom Video Communications

  Dec 2014 - Jan 2017

  Team Manager (Tier 2 &3)

  Enhanced Client Experience:• Delivered exceptional client service through consultations and training on A/V, VTC equipment controls, interfaces, and usage.• Utilized advanced troubleshooting techniques with monitoring, performance analysis tools, software, and hardware to diagnose and resolve A/V and VTC issues.• Developed solutions for moderately complex operational problems, maximizing equipment effectiveness.• Streamlined incident management by:o Leading resolution efforts for all assigned Problem Management (PM) tickets.o Analyzing incident trends to identify recurring issues and propose long-term solutions.o Facilitating efficient problem-solving by organizing conference calls with stakeholders (AV vendors, customers, support teams).• Ensured optimal system performance by:o Installing and configuring standard video conferencing systems.o Monitoring, configuring, and maintaining various A/V and VTC components.Technical Expertise:• Advanced user of MCUs, independently performing troubleshooting (problem isolation, log retrieval, error code interpretation), and effectively communicating issues to bridge manufacturer support.• Expert user of video infrastructure devices (Gatekeepers, Gateways, Management Systems) with a deep understanding of system configurations and the ability to provide application maintenance support.Operational Efficiency:• Demonstrated commitment to timely resolution of assigned Problem Management cases.• Maintained comprehensive shift coverage, including on-call after-hours and weekend support.• Proactively managed daily operations to meet service level agreements (SLAs) consistently. Show less

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  Epicor Software

  Feb 2017 - Mar 2021

  Senior Technical Support - E-Commerce

  • Implemented e-commerce solutions using Epicor ECC and Magento 1 & 2 platforms • Provided remote and on-site technical support to clients and partners for e-commerce platforms (including troubleshooting and issue resolution)• Collaborated with cross-functional teams (including developers) to recommend application/system enhancements, features, and defect resolution.• Resolved complex integration issues for clients and partners, working effectively with third-party vendors• Delivered exceptional customer service via phone, managing support inquiries and providing solutions• Possesses expertise in relevant technologies (list: HTML, XML, CSS, Windows OS, Windows Server R2, Linux Ubuntu Server, Macintosh OS)• Managed deployments of Epicor ECC/Magento e-commerce server platforms• Provided Level 2 support for Epicor E-Commerce/Magento applications, including API integrations with E10, Prophet 21, CRM, and Salesforce• Demonstrated experience with virtualization tools like HyperV and VMware• Supported enterprise applications like Epicor ERP solutions (E10, Prophet 21)• Led multiple client ERP/E-commerce platform implementation projects• Managed support channels (chats, emails, tickets, phone calls) for efficient issue resolution• Proven problem-solving skills in multi-layered IT environments• Strong understanding of Unix/Linux server administration• Extensive experience supporting IT systems in a corporate setting• Effectively communicates technical details to both technical and non-technical audiences• Supported on-site and in-house technical solutions for projects• Collaborated across teams to identify root causes of technical issues and drive resolution• Possesses a strong understanding of web technologies (Apache, NGINX) and troubleshooting tools (logging tools)• Deployed services and enhancements following established procedures• Liaised with development teams to address known issues and fulfill user requirements Show less

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  Samsung SDS Asia Pacific Pte Ltd

  Oct 2021 - Oct 2022

  E-Commerce Platform & Operations Manager [Country Manager]

  • Managed Samsung.com eStore (D2C) and external partner program (B2B) on SAP Hybris/Commerce Cloud & SAP ERP & Salesforce, overseeing end-to-end eCommerce flow.• Increased efficiency and productivity by leading and managing regional teams across various countries.• Supported content management, promotions & campaigns, marketing, orders, logistics, data analytics (Salesforce) across the eCommerce lifecycle.• Owned global/local platform enhancements, flagship launches, and product launch support, collaborating with development, business teams, and HQ.• Ensured smooth integration and operations with Lazada and Shopee marketplaces.• Managed digital marketing processes, content creation, and go-live execution.• Led regional roll-out projects for the eCommerce platform and spearheaded change management initiatives.• Provided technical consultation to business teams for upcoming features, requirements, and new campaign setups.• Utilized Jira and Confluence for effective communication and project management with the development team. Show less

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  Accenture

  Oct 2022 - now

  Management Consulting Manager [eCommerce]- People Lead

   >Leveraged eCommerce domain expertise in techno-functional roles for commerce-related projects.  >Contributed to expanding the digital commerce team's capabilities in the Southeast Asia region.PROJECTS and ROLESL'Oreal eCommerce: Governance & Service Delivery Lead• Directed cross-functional project teams (Finance, Contract, PMO) to ensure project governance, financial management (costing, budgeting, revenue), and seamless execution. • Established data integrity through hygiene audits and implemented processes for accurate cost allocation and client billings. • Empowered project teams through expert guidance on governance best practices, risk mitigation, and task execution. Accenture - Composable Commerce Cloud: Product Manager (B2C/B2B/SaaS/Azure)• Managed product roadmap, prioritized features, and delivered first-class products for global clients like Heineken, BT, Maybelline. • Led a cross-functional team of 37 (Engineering, UI/UX, GraphQL, Frontend, DevOps, Search/Identity, Product). • Defined strategic roadmap, prioritized features and user experience, developed MVPs, and conducted client demos. Vodafone Germany - Grow SMB Research:• Led research efforts on Gen-AI solutions and use cases applicable to Telco businesses. Analyzed data and created comprehensive reports for the Grow SMB initiative. Samsung Taiwan - TW MOR D2C Project Management : • Managed successful migration programs, leading the development and QA teams. Coordinated projects, communicated with stakeholders, implemented mitigation plans, and ensured successful roll-outs. Show less