Manoj K Jayachandran
UC Engineer | Customer Success | Leadership
Melbourne,VIC
Summary
Performance-driven Technology Professional with over 13 years of in-depth expertise in collaborating with customers, partners, accounts teams and other functions in emerging technologies. An experienced enterprise leader passionate about working as a team to go after the biggest challenges for the organization.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Organizational Skills
- Executive Stakeholder Management
- Incident Management
- Escalation Handling
- Staff Mentoring and Leadership
- Customer Relation
- Client Service Optimization
- Strategic Communications
Education
Bachelor of Science - Computer Science
Osmania University
India 07.1999 - 05.2002
Work History
Senior UC Engineer
Bendigo And Adelaide Bank
Melbourne, Australia
10.2018 - Current
- Leading UC team to Design, perform and manage technical deployment of UC solutions.
- Collaborating with partners, system integrators, third party vendors to design and implement high value solutions.
- Able to effectively combine deep technical knowledge with solid understanding of business priorities to provide consultative solutions pivotal to helping internal customers realize value faster.
- Responsible for supporting customers and aiding with Quotations, Pricing, Availability, Orders, Returns, Services, Logistics..
- Driving strategic business priorities by identifying relevant use cases and architectural solutions along with Key stakeholders from client and partner organizations.
- Driving governance meetings to mitigate escalations and taking them towards closure. Providing RCA (Root cause analysis) fro service impacting incidents.
- Engaging internal customers with third party vendors for successful adoption of latest technologies.
Senior UC Engineer
TBC
Melbourne, Australia
02.2018 - 09.2018
- Clients include Monash University, Asahi Breweries, Carlton United Breweries, Australian Red Cross Blood Services, United Health Group
- Assisted Presales Consultants with compiling project definitions for existing and prospective clients by participating in meetings with clients for complicated project proposals; assisting with writing Project Scope of Work or Project Proposal
- Implementing and designing Unified Collaboration set up new sites for customers across Australia such as UCCX, UCCE, CUCM, Jabber.
- Managed and mentored team of remote L1 and L2 service desk agents
- Worked closely with clients and management to prioritise business and information needs; organized and participated in client meetings. Also, I consulted extensively with stakeholders and fostered and maintained strategic relationships critical to projects’ success.
- Monitored network to proactively identify outages or potential risks and provide monthly report to business executives including analysis of data trends
Team Lead - Technical Services
Cisco Systems, Inc.
Bangalore, India
08.2012 - 01.2018
- Worked as a Backbone engineer for Cisco clients across the Globe, managing the Voice over IP (VoIP)/Gateway, UCCX & CUCM and providing Level 2 & Level 3 support for Cisco Enterprise customers
- Collaborated with different TAC teams and help providing cross skill training to team members including technologies such as CAD, Finesse, SocialMiner on UCCX
- As Team Lead, attended all NPI sessions and provide trainings to team on new products/ features being introduced on Unified Communications platform like UCCX Scripting, Finesse, CAD on UCCX
- Represented UCCX TAC for Cisco Live held in LAS VEGAS during July, 2017 and presented two topics (CUIC & Finesse IPPA) achieving score of 4.5/5.
- Participated in ‘Cisco Partner Summit’ held in INDIA during March 2017, delivered presentation on UCCX Advance configuration and assisting partners in lab for Cisco partners across Asia
- Provide solutions support for Business Partners around Globe operating at various time zones like Asia Pacific (APAC), Europe & US
- Troubleshoot complex Unified Contact Center Express, IP Phones issues by simulating customer’s set up in LAB
- Perform analysis and diagnosis on complex networking problems, identifying issues and resolving issues related to VoIP, UCCX in timely manner
- Worked closely with Cisco Accounts/Sales teams to proactively identify customer expectations and design, troubleshoot network
- Participated in UCCX 11.6 bug hunt along with BU and involved team to actively perform testing which helped Cisco development team in releasing 11.6 version effectively and efficiently with lot of new features
- Maintained proper documentation about VoIP technology, Unified Communication application, defects filed, workaround performed, case history in all Service Requests
- Provided Level3 TAC support for high end Cisco customers on Router & Switch Architecture
- Handled all Critical Accounts across World on high priority cases and work closely with end-users in ensuring overall satisfaction of customer
- Following up on all escalations from inception to closure this may involve interacting with R&D, and/or Pre-Sales
Network Engineer
CSS Corp Private
Chennai, India
11.2009 - 07.2012
- Technical support for Alcatel-Lucent Global Enterprise customers over phone, email, chat and remote session
- Troubleshoot complex network related issues with Alcatel-Lucent L3 switches, ARUBA Wireless Controllers, Access Points
- Simulate and re-create customer network in dedicated Alcatel-Lucent & ARUBA lab to understand the root cause of the issue and providing best solution in timely manner
- Generate documentation in form of tech tips and participating in solutions for Knowledge base of Alcatel-Lucent data products
- Maintain Process Quality documents and records conforming to ISO standards
Sales Engineer
SoftMatrix Ltd
Chennai, India
05.2009 - 11.2009
- Built and managed healthy sales pipeline of over 200 customers focused on driving revenue, adoption, and market penetration.
- Served as customers trusted advisor throughout pre-sales lifecycle; translating technical and business requirements into solutions
- Handled technical queries on Blind Matrix software and resolve within agreed service level agreements (SLA)
- Developed trust with customer executives, leadership, 'and other stakeholders to ensure customers' business outcome success
- Partner with account teams to execute pre-sales activities including opportunity qualification and discovery, demonstrations, product workshops and proof of concepts
- Understanding of industry regulatory requirements, customer security requirements, etc, and translating those into actionable feature requests for Product Management
- Delivered technical sales presentations to prospects and presented benefits and value of products
Senior Sales Executive
Currys Pc World
London, United Kingdom
10.2005 - 02.2008
- Supported in gathering and documenting functional and technical requirements. Assisted in designing new creative strategies to improve business
- Recruited and trained new staff for television department. Driven business growth through identification & penetration of new market segments for attainment of periodical targets with a view to optimise revenue
- Given presentations to clients about services offered relating finance schemes, insurance plans and product warranties. Developed client database with prospective clients from different markets
- Acted as point of contact of customers in person and/or by telephone, using welcoming approach, ascertain requirements by encouraging conversation
- Personal contribution of £40,000 to £50,000 sales per month. Consistently stood among top 3 sales advisors in sales, promotions and other manufacturers’ staff incentives
Skills
Cisco Unified Communications
Certification
CCIE Collaboration Written certification
Awards
- Employee of the Quarter Award.
- Member of the team that won the best team award
- Won multiple CR awards for customer focus and consistently getting great feedback from customers
Timeline
Senior UC Engineer
Bendigo And Adelaide Bank
10.2018 - Current
Senior UC Engineer
TBC
02.2018 - 09.2018
Team Lead - Technical Services
Cisco Systems, Inc.
08.2012 - 01.2018
Network Engineer
CSS Corp Private
11.2009 - 07.2012
Sales Engineer
SoftMatrix Ltd
05.2009 - 11.2009
Senior Sales Executive
Currys Pc World
10.2005 - 02.2008
Bachelor of Science - Computer Science
Osmania University
07.1999 - 05.2002
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