Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

BHAGYARAJ PERUMAL

Bowling Green

Summary

Program Manager with over 22 years of comprehensive experience in IT support, specializing in system administration, cloud solutions, and vendor management. Demonstrates a strong commitment to enhancing operational efficiency and customer satisfaction through advanced technologies and effective team leadership. Dedicated to fostering a culture of continuous improvement and achieving strategic objectives in dynamic environments.

Overview

23
23
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Program Manager

Wipro Technologies
02.2022 - Current
  • Manage field operations, improving efficiency and client satisfaction.
  • Implement process changes, achieving measurable service results.
  • Coordinate teams for seamless project execution.
  • Resolve complex client issues, maintaining strong relationships.
  • Develop training programs to enhance skills and reduce errors.
  • Streamlined desktop support processes, leading to noticeable improvements in response times and enhanced user satisfaction.
  • Analyzed system performance data to identify bottlenecks, implementing solutions that significantly improved operational efficiency.
  • Coordinated with cross-functional teams to manage software rollouts, ensuring timely updates and minimal disruption to services.
  • Developed a user-friendly troubleshooting guide, empowering staff to resolve common issues independently and reducing support requests.
  • Fostered a culture of continuous learning through mentoring, enhancing team capabilities and elevating overall performance.

Project Manager L2

Wipro Technologies Limited
10.2016 - 01.2022
  • Lead operations ensuring zero escalations and high customer satisfaction.
  • Manage ticket backlog reduction and align resources to maintain SLA compliance.
  • Negotiate vendor costs to optimize budget and enhance executive margins.
  • Implement cloud-based solutions for efficient device management and security.
  • Train workforce in digital technologies, boosting skill sets and service growth.
  • Analyzed resource allocation to optimize skill matching, significantly improving service level agreements and driving noticeable gains in customer satisfaction.
  • Coordinated with customer vendors to negotiate costs, successfully reducing pass-through expenses while maintaining service quality.
  • Maintained rigorous training programs for teams, achieving over 95% compliance in SDR & QBR metrics, ensuring readiness and adherence to security policies.
  • Orchestrated operations to ensure zero escalations, achieving consistently high customer satisfaction ratings and fostering client loyalty.
  • Analyzed service metrics to streamline resource allocation, resulting in improved skill matching and measurable enhancements in SLA performance.
  • Negotiated vendor agreements to optimize costs, leading to enhanced budget management and increased executive margins without sacrificing quality.
  • Led project initiatives that enhanced operational efficiency, driving substantial improvements in service delivery and customer satisfaction.
  • Implemented agile methodologies to streamline project workflows, resulting in faster project turnaround times and improved team collaboration.
  • Analyzed project performance data to identify bottlenecks, facilitating targeted interventions that led to noticeable gains in productivity.
  • Coordinated cross-functional teams to align project goals, fostering a unified approach that strengthened client relationships and project outcomes.
  • Trained team members in best practices and emerging technologies, enhancing skill sets and promoting a culture of continuous improvement.

Area Service Manager

Lava International
10.2014 - 07.2016
  • Managed vendor relations, ensuring SLA compliance and operational efficiency.
  • Coordinated inventory for escalated calls, reducing response time.
  • Delivered monthly performance presentations, enhancing team accountability.
  • Provided technical support to field teams, improving service quality.
  • Reviewed vendor operations daily, fostering continuous improvement.
  • Streamlined vendor coordination processes, enhancing SLA compliance and ensuring timely resolution of escalated service issues.
  • Analyzed performance data for monthly reviews, driving strategic improvements and fostering accountability within the team.
  • Provided comprehensive technical support to field executives, facilitating swift problem resolution and boosting team efficiency.
  • Coordinated daily with inventory teams to optimize parts availability, significantly reducing downtime for escalated calls.
  • Maintained an accurate escalation matrix, ensuring clear communication of issues and enabling effective tracking of resolutions.
  • Evaluated vendor performance metrics, leading to actionable insights that improved service reliability and enhanced overall operational efficiency.

Assistant Manager

Accel Frontline Limited
11.2010 - 10.2014
  • Managed nationwide service operations for tech products, ensuring precise SLA fulfillment.
  • Collaborated with vendors to enhance operational efficiency and resolve escalations effectively.
  • Streamlined inventory coordination, optimizing part availability for urgent service calls.
  • Delivered monthly performance reviews, highlighting technical support improvements.
  • Maintained clear escalation protocols to support field executives and improve service quality.
  • Streamlined service operations for Gigabyte and Kingston, enhancing response times and ensuring SLA compliance across Pan India.
  • Coordinated with inventory and vendor teams to expedite parts arrangement, resulting in improved resolution times for escalated service calls.
  • Analyzed performance metrics during monthly reviews, driving actionable insights that led to noticeable gains in operational efficiency.
  • Implemented a structured escalation matrix, significantly reducing confusion and enhancing communication across service operations.
  • Provided ongoing technical support to field executives, fostering a collaborative environment that empowered teams to resolve issues effectively.
  • Spearheaded nationwide service operations, achieving precise SLA fulfillment and enhancing customer satisfaction across tech products.

Field service lead

TVS -E Service Tec
06.2008 - 11.2010
  • Appointed new service partners to meet head office needs, enhancing regional coverage.
  • Reduced turnaround time by aligning with head office standards, boosting service efficiency.
  • Scheduled and conducted monthly tours, ensuring consistent field presence and support.
  • Deliver training for banking and tech products, elevating service partner skills.
  • Provided technical support and troubleshooting for office automation, improving service reliability.
  • Provided comprehensive technical support to ASPs, ensuring timely resolution of issues and enhancing overall service quality.
  • Implemented a structured training program for ASPs, leading to noticeable improvements in product knowledge and service delivery.
  • Maintained accurate tour schedules and TAT compliance, ensuring operational efficiency and meeting corporate standards.
  • Coordinated monthly refresh training sessions for ASPs on various products, fostering a culture of continuous learning and skill enhancement.
  • Analyzed service trends for office automation products, enabling proactive troubleshooting and reducing downtime for clients.
  • Implemented a structured training program for ASPs, enhancing product knowledge and significantly improving service delivery.

Engineer - L1

Accel Frontline Ltd
11.2005 - 07.2008
  • Managed and resolved office automation issues, improving efficiency and reducing downtime.
  • Coordinated with vendors like Xerox and Canon, ensuring timely service and support.
  • Provided technical guidance to junior engineers, enhancing team capability.
  • Operated and serviced Bowe Mailer Machine, ensuring smooth operations.
  • Maintained detailed records in Excel, ensuring accurate tracking and reporting.
  • Streamlined troubleshooting processes for office automation products, achieving substantial improvements in service response time and client satisfaction.
  • Managed vendor relationships with Xerox and Canon, enhancing supply chain efficiency and ensuring timely availability of critical resources.
  • Maintained accurate records in Excel, ensuring comprehensive documentation and facilitating effective tracking of service requests and resolutions.

Engineer - L1

CMS Computers
10.2002 - 11.2005
  • Handle Pitney Bowe mailer machine service.
  • Maintain the machine without any down time.
  • Share the monthly report.

Education

Diploma - Electrical and Electronics

Alagappa University
05.2002

Skills

  • Project Management
  • Service Delivery
  • Team Management
  • SCCM
  • Azure
  • Windows Autopilot

Certification

Delivery Manager L1 at Wipro

Interests

I love Candid photography and cooking

Timeline

Program Manager

Wipro Technologies
02.2022 - Current

Project Manager L2

Wipro Technologies Limited
10.2016 - 01.2022

Area Service Manager

Lava International
10.2014 - 07.2016

Assistant Manager

Accel Frontline Limited
11.2010 - 10.2014

Field service lead

TVS -E Service Tec
06.2008 - 11.2010

Engineer - L1

Accel Frontline Ltd
11.2005 - 07.2008

Engineer - L1

CMS Computers
10.2002 - 11.2005

Diploma - Electrical and Electronics

Alagappa University

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