Sunil Kumar Nair

Experience

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  CMS Computers Limited (INDIA)

  Nov 1999 - Nov 2000

  Customer Support Specialist

  CMS Computers Ltd provides expertise and experience delivering governance services, transportation & traffic solutions, energy management solutions, surveillance and workforce management, broadcasting solutions as well as software services aligning technology with client businesses. Annual Revenue: $974 Million, Employees:4000+Delivered Infrastructure Technical support managed customer’s queries related to hardware and software issues and prepared technical call reports. Coordinated with Area Managers to deliver appropriate levels of support. Maintained the Customer Support Database in FOXPRO & MS Excel.Working with hardware department for the spare parts required for pending cases at customer’s location. Providing countrywide support through Groupware Lotus Notes software. Show less

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  Softcell Technologies Pvt. Ltd.

  Feb 2001 - Mar 2004

  Technical Support Engineer | Customer Support Specialist – Network Support Group (NSP)

  Coordinated with various customers to gather business requirements/specifications for developing system and software solutions; ensured provision of effective post-implementation support to customers. Played key role as:Central reference and information source for rendering assistance in the system project decision making process.Part of the business operations for enhancing service quality and assisting in the integration and testing of new technology solutions.Implemented project management methodologies to strategize project plans, optimize costs/resource for projects; analyzed inefficiencies, recommended optimal business practices and system functionality for driving efficiencies.Led the Network administration and Data Centre support operations for a large Internet Data Centre. Managed all troubleshooting hardware problems on DELL, IBM, Intel, and Compaq Servers.Directed installation/configuration/administration of Windows 2000 Advanced Servers, IBM Lotus Notes Domino Servers, Primary and Secondary DNS on Linux, Checkpoint/PIX Firewalls, and IDS (Intrusion Detection System). Show less

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  Wipro

  Mar 2004 - Dec 2006

  Technical Consultant Engineer - Mail Management

  Wipro Technologies is a leading Information Technology, Consulting and Business Process Services provider, delivering solutions to enable its clients. Annual Revenue: $8.4 Billion, Employees: 188,000Senior Technical Consultant for administering Domino Mail and Application servers; rendered top-level administration support and troubleshoot escalations.𝗖𝗹𝗶𝗲𝗻𝘁𝘀: Pidilite Industries Ltd, IDBI BankInterfaced with business users/stakeholders to map business requirements and understand business process/functionality for setting up Mail and Application Servers. Delivered best-in-class software messaging and application solutions in alignment with client’s strategy to facilitate smooth administration of the messaging infrastructure.Enhanced the service quality and added value during the use of messaging software and applications; provided operations support to over 100 locations. Monitored and evaluated security risks in collaboration with the Customer Security Team; reviewed all changes and provided approvals based on change management process requirements and standards. Show less

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  IBM

  Jan 2007 - now

  Responsible for providing proactive guidance, consulting, and troubleshooting to clients, using problem determination/problem source identification skills. Engage clients and stakeholders through technical and negotiation skills to prioritize and diagnose problems to resolution. Communicate action plans to the client and cross functional teams. Recommend and implement new or improvements to existing tools, procedures, and processes. Monitor security issues and defects identified within product and proactively notifies clients on resolution, with a focus on attainment of business objectives and client satisfaction.𝗖𝗹𝗶𝗲𝗻𝘁𝘀: HDFC, State Bank of India (SBI), Asian Paints, Aditya Birla Capital, Polaris, L&T InfotechSupported 40+ critical issues per month with an average resolution success rate of over 90%, securing client satisfaction score of 9/10. Received the Manager's Choice Award and Lab Service Award for delivering exemplary performance; recognized for consistently securing best ratings during internal appraisals.Developed and strengthened customer relationships by leveraging innate relationship building abilities and secured continuous support for various organizational level activities such as Success Story Testimonies from customer leads.Leveraged diversified capabilities across customer satisfaction, risk-based thinking, voluntary assignments, community services and other social service activities; received an invitation for Corporate Service Corps program.Collaborated with world-wide Product Management Teams for managing critical escalations, reviewing pending service requests, assigning/optimizing resources for resolving client problems and ensured high levels of customer satisfaction.Developed monthly user management dashboards, reports, maintained release schedules and support schedules; headed go-live activities, executed deployment plans and provided post implementation support. Show less Responsible for implementation & deployment of IT Messaging systems- Lotus Domino for various clients. Infrastructure planning, project management, server administration and support, migration from MS Exchange platform to Lotus Domino Messaging platform, Lotus Sametime Collaboration platform and Lotus Traveler platform for mobile devices.𝗖𝗹𝗶𝗲𝗻𝘁𝘀: HSBC, HDFC Ergo, TCS, Air India, Union Bank of India, Reliance IndustriesProviding Operational technical support and educational teaching of Lotus Notes Domino local, wireless, and mobile platform.Deftly managing business operations Services while leading the customer team and serving as a single point of contact for Technical Helpdesk team.Ability to understand business needs of customers and apply Lotus Notes Domino Web enabled database applications and support for the same.Handling Major Incident Management Process, responsible for sharing daily weekly and monthly SLA dashboards and reports.Manage customer escalations and ensure expedite resolution of critical issues by planning and coordinating with appropriate revolver group managing all the stakeholders. Show less

  • Senior IT Service Delivery Manager

    Jan 2007 - now

  • Technical Delivery Consultant | Systems Engineer

    Jan 2007 - Jan 2011