Deepak Shanmugam Email & Phone Number

Chennai, Tn, In

Chennai, Tamil Nadu, India

•Successfully resolved over 2,000+ incidents with 100% SLA compliance, handling P1 and P2 issues through troubleshooting, coordinating with the appropriate teams, or escalating to the next level as needed.•Primary Role is to Maintain seamless network operations across 18 business centers, 50+ third-party locations, and 2 data centers for Synchrony, ensuring continuous network performance with minimal or no downtime.•Collaborated with cross-functional teams to successfully complete a major network upgrade, resulting in a 20% increase in capacity and improved service quality for customers.•Executed scheduled Network device upgrades and configuration changes with 0% service downtime, ensuring continuous operation and service reliability.•Leading transition to operations for various Devices, including the TTO project, and developed Technical and Process SOPs to standardize and streamline network operations.

India

•Managed technical support for network-connected devices including Prime Video, Kindle, Alexa, and Fire Stick, handling an average of 70 queries per day for Amazon clients.•Achieved 100% SLA compliance and enhanced device performance by utilizing diagnostic tools, adhering to stringent response and resolution timelines, and troubleshooting issues, leading to a 98% customer satisfaction rate.•Resolved complex technical issues by applying advanced diagnostic methodologies, reducing repeat issue rates by 20% and decreasing average resolution time by 15%, thus enhancing device performance and customer experience.•Facilitated Return Merchandise Authorization (RMA) for faulty devices, ensuring swift replacement and minimizing customer downtime.