Alexander Johnfernandez

Experience

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  Electron India

  Apr 1988 - Dec 1989

  Service Engineer

  Selected from the Campus Recruitment Drive, I had 2 primary responsibilities  a) Pure electronics work - PCB troubleshooting, and b) Field Service – responsible for servicing Electronic fuel registers in Petrol Banks.

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  HCL-Hewlett Packard

  Jan 1990 - Nov 1994

  Senior Customer Service Engineer

  Built a strong service center and team base by providing component levels service support on various Computers parts and peripherals. Second level support on Field service escalation calls related to Desktop/Server’s hardware/OS problems. Designed in-house field engineering training documentation for the customer base.

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  Saudi American bank

  Nov 1994 - Jul 1999

  Maintenance Engineer/Supervisor/LAN Administrator

  Rendered hands-on supervision to the entire cards Services Department, delivering utmost IT services in managing different cards division’s IT support accounts. Worked hand-in-hand with internal IT clients to successfully identify and provide specifications and needs, effectively gaining trust while driving client IT service. Recognized and subsequently executed innovative solutions to cards engineering service and operational risks and issues before they escalate. Led the development and implementation of cards embossing, processing and management system.Selected Achievements: * S R 100000 saved for bank by implementing program modification in cards processing system and received Best employee award from Bank.*Solved DC4300‘s long time break down issue, When service provider was notable to do, saved card division from card issuance panic. Show less

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  National Commercial Bank

  Jul 1998 - Aug 1999

  Assistant Technical Support Manager (Consultant staff) - Credit cards center

  Reporting to the Operation Manager –Credit cards center, my main responsibilities were to ensure the smooth running and security of the network & data infrastructure, cards production systems. I also handled the design, planning, implementation, management, maintenance and up gradation of the network security systems, cards embossing systems (DC9000/DC310). DC9000/DC310, PFE Auto mailer, Micro-filmier/ Readers, XEROX 4890 Printing system, computers networks and peripherals.Selected Achievements: . Developed service team and saved SR 20 M in cards center equipment maintenance..Access data base card processing application to VB software based application for cards Personalization . Show less

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  Metronic Engineering Sdn .Bhd.

  Jan 1999 - Feb 2000

  Consultant Y2K Project For Ministry Of Health -Team Leader

  Job Profile - A feasibility study concerning Y2K issues towards FEMS (Facility Engineering Maintenance Service) equipments and computers in the Ministry of Health Hospitals.Responsibilities included: Auditing and testing all Facility Engineering related equipment such as building automation systems, computers, power equipment, auto air condition, some medical related instruments, security systems, fire / gas alarm systems and etc. Managed team members and completed Preparation of Y2K Compliance or non-compliance project reports and proposing solutions for Y2K issues. Show less

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  CMS Computers Limited

  Feb 2000 - Jan 2007

  Managed all service delivery of SPG 7 group’s (Tamil Nadu & Kerala) AMC and IT outsource Services.Career Highlights:• Monitor, Mentor & Motivate The service Team including Area managers, Territory managers, Service engineers’ team and Operation team for effective functioning.• Allocation of Projects to the right resource and ensure timely completion of the same• Preventive & Proactive actions for the elimination of Major outages.• Plans for attrition control.• Achieved 100 % of customers’ service delivery as per SLA.• Achieved AMC target 100% as per organization goals.• Responsible for Vendors and customers negotiation on products purchase Show less

  • Deputy Regional Manager

    Feb 2005 - Jan 2007

  • Senior Area Manager

    Feb 2004 - Jan 2005

  • Area Manager

    Feb 2001 - Jan 2004

  • Territory Manager

    Feb 2000 - Jan 2001
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  CMS Infosystems Ltd.

  Feb 2007 - Oct 2015

  • Managed and controlled the National Cards engineering service and Regional operation team to keep both internal and external customers expect more than agreed SLA.• Successfully managed all aspects of project management in mapping business requirements.• Owned and achieved division’s business development in the south region with an average annual target of INR 100 million.• Designed customized solutions and provided consulting service to financial customers on EMV certification and migration.• Completed outsourced EMV box selling solutions for HDFC bank in the year 2015.• Build long-term relations with banking customers on behalf of the organization and managed outsourced cards personalization operations of Citibank, Standard charted bank and HDFC bank with three managers and 40 staff. Show less Sphere headed for Cards/Print Service /Project / Operation: Team size: 5 Managers and 80 staffsCareer Highlights:• Analyzed and incorporated customers’ feedback and statistical quality and quantity metrics into all areas of service delivery planning.• Managed all service escalations and given the right solution to customers.• Defined, developed and implemented highly successful service delivery strategies and programs in conjunction with overall organization goals.• Created yearly hire plans and managed staffing to meet service delivery productivity goals for respective products and services.• Responsible for performance management and evaluation, career development and all group employee compensation changes.• Managed hiring and readiness for SP7 employees in the southern region Managed and maintained high levels of employee satisfaction and commitment.•Managed outsourced accounts of Citibank‘s, Standard charted bank’s and HDFC bank’s service, operation Software developments and implementations (cards and printing). Show less

  • Regional Head Operation /National Head Engineering Service -Cards Solutions Business

    Feb 2012 - Oct 2015

  • Regional Head/National Manager

    Feb 2007 - Jun 2012
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  Giesecke & Devrient India Pvt Ltd

  Nov 2015 - Aug 2018

  Senior Manager Operations

  Managed Chennai Personalization Bureau Operations and redefined production to improve productivity by lean management, 5S and QRQC concepts.• Responsible for: 4 Team managers, 116 employees, and 10 financial banks products output. • Managed with 99% PCI/DSS, CQM, GSMA -SAS compliances and Internal/External audits controls.• Established and developed a safety-focused culture, ensuring compliances in all area.• Identified and implemented continuous process improvement to optimize production efficiencies ensuring high quality of output with minimal rejection.• Delivered the operational KPIs for the site whilst simultaneously further developing a culture of continuous improvement.• Managed and achieved Production TAT as per the financial customer’s agreement.• Responsible for the supply chain management. Industrialization project management, resource management, appraisal, and recruitment.• Responsible for vendor’s management and contracts negotiation.Achievements: • Improved manpower efficiency by introducing Cell concept - 30%.• Line rejection reduced from 0 .25% to 0.20%. • BOM cost 20 % reduced • Customer complaints made zero in the year 2017 and 100% TAT achieved.• Outsourced full- fulfilment activity cost 25% and Welcome letter printing cost reduced 60% Show less

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  DCB Bank

  Aug 2018 - now

  • Heading the Deliverables and New initiative unit operations and productions inclusive of martial, customer service, and outsourced activities management.• Managing multiples Banks’ deliverable products (cards/cheques /statements) production and dispatch.• Ideating and implementing operating models to constantly improve the existing production and operation process to sustain the increasing demand for growth of the banks.• Formulating performance metrics, in line with the bank’s vision and mission, for every individual person working in the division and periodical review of the metrics for any course of action.• Liaison with internal and external auditors and resolving the Audit observations in coordination with branches and compliance.• Responsible for unit’s IT security and compliance controls.• Vendors /OEM management (billing and contracts).• Responsible for Unit’s Budget, P&L. and Cost control • Analyzing the processes in risk point of view and reporting Risk events (if any) to Head-Control and compliance.Achievement : • Nominated for Best employee of Operations -The year 2018-2019 Annual Award . Completed Bank’s migration re-carding projects of mag-stripe cards to EMV cards within the time frame.•Increased deliverable efficiency 20% in the year 2018-2019• Standard operating procedures are implemented as per ISO standard and bank Polices • Overall Unit expenses are reduced by 10% in the year 2018-2019 Show less

  • Group Associate Vice president -Head of Print and Deleverables unit - Operations

    Oct 2021 - now

  • Associate Vice president -Head Print shop and Deleverables-NPC Operations

    Aug 2018 - Oct 2021