02/2015 – Sr. Manager Managed Services (Apoyo Tech) Responsible for managing a team of 13 Engineers and 5 Presales Engineer and Social media professional for the Managed services division. Designed Managed Services division to monitor infrastructure and client environment. This program also covers CRM, live connect chat support solution, support desk setup and configuration and providing round the clock Help Desk services. Major Job responsibilities are
• Monitoring and management of client’s environment and infrastructure through Managed Services using Kaseya Remote monitoring and Management solution, Agent base and SNMP monitoring, software and assets management, patch management, and alerts etc. • Perform cost and risk assessments for the managed services offerings and evaluate profit and loss • Create individual technical and professional development plans with each team member • Engage Project managers and solutions leads to properly transition Services engagements to Managed Services operation support • Collaborate with R&D to plan, execute, configure, deliver, maintain and support Managed Clouds • Maintain Resource Plans for both Managed Services and Managed Cloud • Negotiating contracts, ensuring that they balance value and risk. • Ensuring that datacenter capacity and capability are continually planned. • Providing strategic direction during the implementation stages. Main Professional Achievements: 08/2015 - Led technical support team, resulting in 40% improvement in the Service Level Agreement over the 4 years. 08/2015 - Developed and instituted SLAs, consistently receiving 95%+ ratings from Fortune 100 and 500 clients 07/2018 - Increased revenue 40% and decreased costs 150% by successful negotiations with vendors 03/2019 - Planned and implemented the migration/consolidation and move of the third datacenter to Singapore

• Responsible for coordinating the daily activities of the Help Desk, Online E-Procurement (support and design) and Production Support processes Team to ensure that all team members are providing the best possible professional service to our customers and employees.
• Responsible for maintaining SLA’s and performance management & Development for the whole team.
• Responsible for presenting full-dive Live Web Casts of the online e-procurement solution to new prospects and existing customers in US
• Responsible for administration and analysis of AccessPointe the $40 Million worth company proprietary online e-procurement solution.
• To gather customer requirements and forecast new trends based on customers feedback and research.
• Work with Software development and Quality Assurance teams to incorporate new features and keep our processes/systems aligned with the ever changing customer needs.
• To help the Account Executives and Sales Directors in united States in the customer on boarding process.
• To work on special assignments and projects assigned by the Directors and Vice Presidents.
• Train the En Pointe Sales Team and Customers in United States on different applications.
• Training on Quoting, Ordering, Order Tracking, Real-time lookups with vendors, reporting & daily tasks.
• Keep Helpdesk’s Documentation, Knowledgebase up-to-date and Process streamlined for ISO audits.
• Improvisation to ensure continuous process improvement for all departments.

Main Professional Achievements:
03/2006 – Earned employee of the month award
07/2006 – Promoted to Team coordinator
03/2011 – Started first En Pointe McAfee (Co-branded) monthly technical newsletter and sent to 18,000 customers on monthly basis.
09/2011 – First En Pointe McAfee video launched for ePO 5.0 smart features so as to position En Pointe exclusive among its competitors.
01/2013 – Earned 4% performance earned for three successful years.
01/2013 – Earned Team of the year award for exceptional performance