Suresh Pande
St Helens,Merseyside
Summary
Results-driven Manager with expertise in leading analyst teams to achieve organisational objectives. Strong interpersonal skills foster collaborative relationships with high-profile clients. Effective communicator, ensuring accuracy in both written and verbal interactions. Demonstrates robust time management and organisational abilities, managing heavy workloads while maximising team performance. Committed to facilitating change for smooth transitions and implementation.
Overview
15
15
years of professional experience
Work history
Lead Service Desk Analyst/Customer Support Manager
Involve Visual Collaboration
Warrington
06.2019 - Current
- Lead service Desk Analyst/Customer Success Manager in the audio-visual industry delivering platforms and video conferencing solutions to high-profile customers i.e. NHS trusts, Ministry of Defence, Health Service Executive and Ministry of Justice.
- Delivering efficient solutions to technical problems, enhancing user satisfaction.
- Building rapport with clients through tailored support and exceptional customer service.
- Technical skills including: PaaS, SaaS and IaaS, in lots of different formats, whether that be our Pexip platform or Cisco infrastructure or providing support for Attend Anywhere which is a National video consultation platform.
- Management of the set up/configuration of MTR solutions (Microsoft teams rooms) into the client's site.
- Troubleshooting video conferencing equipment remotely, e.g. Cisco and Polycom set ups for hospitals and courts via Ministry of Defence.
- Service Desk platform experience i.e. Dynamics 365, ServiceNow, Jira
- Identified recurring faults and proposed long-term solutions for improvement.
- Collaborated closely with cross-functional teams in order to streamline processes and workflows.
- Provide remote service to clients, testing and demonstrating how to use software for the Attend Anywhere platform.
- Excellent communication skills enabled me to deliver successful training sessions for up to 50 participants.
Technical Support
Dual Stream
01.2017 - 05.2019
- Provide remote service to clients, testing and demonstrating how to use software to view their cameras
- Set up of full IP Camera systems that allow remote access through a cloud-based platform. (Morphean)
- Quality checked cameras remotely post-installation, ensuring optimal camera position, location, record time, fps, and resolution.
- Guided installation and service engineers on programming procedures for DVRs to ensure compliance with client standards.
- Programmed a range of axis products in-house, including intercoms and full camera systems.
- Testing of new products, to establish if we can use for our current clients.
Technical Support
Swift Fire and Security
Salford
06.2016 - 01.2017
- Monitored and actioned all alarms through Swift/Custodian, including CCTV audio/visual alarms, panic alarms, freezer alarms, fire alarms, and man guard alarms.
- Assisted installation and service engineers with alarm modifications and programming changes using remote software, including RSS (Galaxy Software).
- Transmitted test signals to verify functionality of alarm systems on site through RSS (Galaxy Software), Risco, and Texecom software packages.
- Maintained up-to-date knowledge of the latest intruder alarm systems offered by ADT and Swift.
- Setting up CCTV sites for remote connection and audio/visual verification via Immix.
- Scheduling service calls, updating customer accounts and writing up historical call logs through CASH software.
- Scheduling required jobs for engineers.
Lead Technician
ADT Fire & Security
Manchester
02.2011 - 06.2016
- Providing real-time support to high security premises (such as Barclays bank) and mitigating high risk on a daily basis.
- Leveraged expertise to resolve complex customer security issues rapidly and effectively.
- High technical ability to diagnose and resolve faults remotely.
- Implemented process improvements tailored to enhance customer satisfaction.
- Advanced from remote routine inspection team to high security desk within 12 months, demonstrating strong competency and commitment.
- Scheduling of work for technicians to ensure excellent customer service.
- Developed extensive knowledge of various product lines and panel types through hands-on experience.
- Support product launches and equipment end user testing.
Education
First Diploma - ICT Practitioners
The Oldham College
High school -
North Chadderton High school
Skills
Team leadership
Client relationship management
Detail-oriented communication
Self-motivated
Technical troubleshooting
Effective time management
Workload management
Customer service excellence
Affiliations
- Event Organisation: Create challenging yet entertaining weekly gaming sessions. Managing online clans, guild rosters, or esports teams to maximise success.
References
Matthew, Findlow, ADT Team Manager, 07858300184
Timeline
Lead Service Desk Analyst/Customer Support Manager
Involve Visual Collaboration
06.2019 - Current
Technical Support
Dual Stream
01.2017 - 05.2019
Technical Support
Swift Fire and Security
06.2016 - 01.2017
Lead Technician
ADT Fire & Security
02.2011 - 06.2016
First Diploma - ICT Practitioners
The Oldham College
High school -
North Chadderton High school