Gerald Cyril Pereira L
Melbourne,VIC
Summary
Overall 12+ years of experience in providing technical support and implementing enterprise systems in a large corporate infrastructure environment. A proven track record of successfully supervising, coordinating, and planning with system technicians, administrators, vendors, facilities, and networking personnel to provide application hosting services. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
SR. Manager
HCL AUSTRALIA SERVICES PTY LTD
Melbourne, Victoria
07.2022 - Current
- Collaborated with cross-functional team members to build and execute development plans.
- Verified that financial processes and business planning initiatives aligned with performance improvements.
- Provided technical support for existing reports, dashboards or other tools.
- Identified needs of customers promptly and efficiently.
- Created or reviewed technical design documentation to drive accuracy of reporting solutions.
- Analyzed competitive market strategies through related product, market or share trends.
- Interacted with users from global sites to analyze and resolve system errors, workflow errors and permissions issues.
- Maintained security, backup and redundancy strategies to reduce threat of losing sensitive information permanently.
- Analyzed requirements and implemented systems to deliver comprehensive development life cycle solutions.
Manager
HCL AUSTRALIA SERVICES PTY LTD
Melbourne, Victoria
05.2022 - 06.2022
- Mitigated risks by leading and auditing international subsidiaries and operational processes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Troubleshot program and system malfunctions to restore normal functioning.
- Reviewed recovery test audit reports to resolve issues and optimize processes through quality verification.
- Explored new technologies and tools for productivity, security and quality assurance purposes.
- Consulted with management to reach agreement on system principles.
- Reviewed and analyzed computer printouts and performance indicators to locate code problems and correct errors.
Manager
HCL CANADA INC
Calgary, Alberta
09.2021 - 05.2022
- Monitored staff performance and addressed issues.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Reviewed established procedures to assess areas in need of improvement.
- Performed research and analyzed content of records to make disclosure determinations.
- Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.
- Led valuation, due diligence and contracting as part of acquisition process.
Senior Specialist
HCL Technologies Limited
Chennai, Tamilnadu
07.2019 - 09.2021
- Identified and implemented new processes and systems to reduce costs and increase efficiency.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Analyzed operational data, surfacing insights and findings to support business and technical decisions.
- Assessed programs to identify risks or problems to determine appropriate responses.
- Synthesized current business intelligence or trend data to support recommendations for action.
- Analyzed system vulnerabilities and collaborated with IT and business teams to eliminate vulnerabilities in support of internal and external audits.
Specialist
HCL Technologies Limited
Chennai, Tamilnadu
09.2017 - 06.2019
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Performed statistical data analysis to inform customer groups.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Identified or monitored current and potential customers using business intelligence tools.
- Disseminated information regarding tools, reports or metadata enhancements.
- Troubleshot and resolved problems with programs and systems.
- Coordinated installation of updated computer programs and systems.
- Revamped existing system to improve functionality or repurpose for new requirements.
Level II Technical Support Specialist
Tata Consultancy Services
Chennai, Tamilnadu
12.2015 - 09.2017
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Collaborated with stakeholders to define features, integrations and partnerships.
- Recommended improvements to existing or proposed systems to enhance solution functionality.
- Analyzed operational data, surfacing insights and findings to support business and technical decisions.
- Remained current on latest IT developments and advancements to automate and modernize systems.
- Assessed programs to identify risks or problems to determine appropriate responses.
Technical Support Specialist
Tata Consultancy Services
Chennai, Tamilnadu
12.2011 - 12.2015
- Define, analyze customer requirements, and provide recommendations for planning, design, implementation, and maintenance of network systems
- Assist clients with hardware and software issues
- Provide on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT related and application issues
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Developed reports or created dashboards, providing financial-related information to make informed business decisions.
- Provided technical support for existing reports, dashboards or other tools.
System Specialist
TnQ Technologies
Chennai, Tamilnadu
06.2010 - 12.2011
- Maintained problem resolution procedures, tracking QA support to document and address IT deviations and monitor information system performance.
- Imaged OS and software deployments throughout system and addressed implementation concerns.
- Configured hardware devices and software settings to optimize network performance.
- Fielded user requests and queries to deliver troubleshooting services and implement corrective actions.
Education
Bachelor of Science - Physics
Bharathidasan University
India01.2010
Advanced Executive Program - Cybersecurity
Simplilearn
OnlineSkills
- Personnel Supervision
- Staffing
- Data Analysis
- Documentation Management
- Search Engine Optimization
- Data Acquisition
- Risk Assessment
- Computer Server Management
- KPI Tracking
- Data and Analytics
- Business Requirements
- Presentations and Decks
- Work Organizing and Prioritizing
- Administration and Management
- Technical Support
- Verbal and Written Communication
- ERP Software
- Business Recovery and Sustainability
- Stakeholder Communication
- Process Improvement
- Information Security
- Best Practices and Standards
- Application Support
- System Upgrades
- End-User Support
- Resource Management
Timeline
SR. Manager
HCL AUSTRALIA SERVICES PTY LTD
07.2022 - Current
Manager
HCL AUSTRALIA SERVICES PTY LTD
05.2022 - 06.2022
Manager
HCL CANADA INC
09.2021 - 05.2022
Senior Specialist
HCL Technologies Limited
07.2019 - 09.2021
Specialist
HCL Technologies Limited
09.2017 - 06.2019
Level II Technical Support Specialist
Tata Consultancy Services
12.2015 - 09.2017
Technical Support Specialist
Tata Consultancy Services
12.2011 - 12.2015
System Specialist
TnQ Technologies
06.2010 - 12.2011
Bachelor of Science - Physics
Bharathidasan University
Advanced Executive Program - Cybersecurity
Simplilearn
- AWS SysAdmin
- LSS Green Belt
- ITIL V4 Foundation
- Managerial Excellence
Certification
- AWS SysAdmin
- LSS Green Belt
- ITIL V4 Foundation
- Managerial Excellence
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