Alagappan Sudalaimuthu Lakshmanan Email & Phone Number

Chennai, Tamil Nadu, India

1) Responsible for Customer Management in India, Sri Lanka, Bangladesh, New Zealand and Australia including APMT PTP in Malaysia 2) Responsible for Support for Semi-Automated terminal like DPW Brisbane and fully automated terminal like VICT, Melbourne.3) Hire, mentor, coach and manage team of Support Engineers in India Support Office and Australia towards high performing Support Team4) Develop and ensure that the key metrics set for the Support Organization are met by bringing in relevant change management and open culture.5) Lead the Support Team of 15+ members towards Customer Satisfaction and best Customer Experience with techno functional experience gained over the years6) Plan and execute product and other technical training requirements for Support team7) Work with various internal teams like Product and Sustaining Engineering, Professional Services, Quality Engineering, Release Management and Product Management to ensure timely product bug fixing and customer escalations.8) Establish Global Support team in Chennai and provide Technical Product Support to EMEA and US regions9) Visit Customers ( local / international ) towards maintaining / improving Customer relationships and provide feedback internally within Product Development, QA, Technical Documentation or Sales as needed

Chennai

1) Responsible for Customer Management in India, Sri Lanka, Bangladesh, New Zealand and Australia including APMT PTP in Malaysia 2) Responsible for Support for Semi-Automated terminal like DPW Brisbane and fully automated terminal like VICT, Melbourne.3) Hire, mentor, coach and manage team of Support Engineers in India Support Office including Australia towards high performing Support Team4) Develop and ensure that the key metrics set for the Support Organization are met5) Lead the Support Team towards Customer Satisfaction and best Customer Experience with techno functional experience gained over the years6) Be part of On call Escalation Support Managers for critical cases7) Plan and execute product and other technical training requirements for Support team8) Work with other Engineeting teams internally like Sustaining Devopment, Product Development, QA and Professional Services team to ensure timely product bug fixing, customer escalations.9) Review internal processes towards periodic improvement and fine tuning.

As Escalation Engineer, provide Software Support for all Container Terminals / Ports around the world running Navis Products like Navis Express, WebAccess, Config Gate, Navis SparcsN4, etc.Participate in Onsite Vists towards go-live / implementation / troubleshooting / projectsResolve escalated and complicated Product Issues raised from Navis Support World Wide, Navis Professional Services and other internal departments towards ResolutionImprove Customer Satisfaction by directly interacting with Key Customers to resolve their issues related to Navis Products using the Techno Functional skillsProvide Product Training to internal staff and external Customers on demand for new versions/modulesAssist Support Manager in the Administrative Role on a day to day basis and assume responsibility of Regional Support in the absence of Support ManagerManage Key Customer Accounts like DPW Australia, Port of Napier (PONL) and Port of Auckland ( AKL ) from Navis Support.

India

Tuticorin

Over 5+ years of professional experience in all phases of establishing from scratch and maintaining an IT Setup in Tuticorin Container Terminal, PSA SICAL Terminals Limited., Tuticorin, Tamil Nadu, India as Senior Executive (Systems), heading the IT Department since 1st November 1999. Established the entire IT setup from scratch at Tuticorin Container Terminal including Terminal Operating System, Financial System, etc.Achievements at PSA SICAL :Established IT infrastructure from scratch including all Hardware / SofwareDeveloped, deployed and maintained IT Policies and ProceduresPlan and track Budget for IT ResourcesParticipate in Vendor negotiations towards IT ProcurementDeveloped Container Terminal Management Information System ( CTMIS ) at Tuticorin Container Terminal, PSA SICAL Terminals Limited covering Billing and Statistical Modules. Project was developed using MS SQL 2000 as back-end (RDBMS) and Visual Basic 6 as front end. Developed an integration program for Terminal Operating System ( CITOS ) and Ramco Financial Application via text file interface. Implemented EDI with Customers ( UNEDIFACT ) at PSA SICAL, Tuticorin Port Implemented EDI with Banks (Canara Bank, BOI, UTI, ICICI, etc) for Financial Transactions. Represented PSASICAL in all EDI related meetings held by Ministry of Surface Transport at Delhi, Mumbai, Chennai etc. along with Chairmans of all major/minor Ports.Developed an Interface Program to automate importing Bank Receipts (Text Files ) into Ramco Financial Application Implemented Customs EDI with Tuticorin Customs at PSA SICAL

Tuticorin, Tamil Nadu, India

I have developed / maintained various Software Applications for the Shipping Companies, Offices, etc.I was also involved with Network and Hardware Troubleshooting.I had installed about 300+ modems at Tuticorin when Internet/Email was introduced at Tuticorin, demonstrating the usage of Internet and Email features to many Shipping Companies and Households.

Tuticorin, Tamil Nadu, India

Pereira & Roche were the Agents for Shipping Corporation of India at Tuticorin handling the Contianer Ships at Tuciroin Port.

Tirunelveli, Tamilnadu, India

Worked as a Faculty for the Marine Radio Officer's Course

M.A, History

M.B.A (Systems) - Incomplete, Computer Systems

Since I moved from my native place Tuticorin to Chennai due to job change, I could not continue to complete my MBA. The last year is still.

+2

10th and +2 ( i.e. SSLC and HSC )

B.A, English Literature