Marshal Joseph
Bangalore,India
Summary
Dynamic Support Services Manager with a proven track record at Cloud Software Group, adept in IT Service Management and stakeholder engagement. Expert in translating customer visions into successful implementations, leveraging skills in ServiceNow and BMC Remedy to drive product adoption and enhance client satisfaction. Strong communicator with a focus on measurable outcomes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Support Services Manager
Cloud Software Group (Formerly Citrix India Pvt Ltd)
Bangalore, Karnataka
04.2021 - Current
- Delivered priority services to customers in Americas via Success Plans and business reviews.
- Developed and enforced policies, procedures, and standards for support services operations.
- Spearheaded stakeholder engagement initiatives to enhance organizational readiness and product adoption.
- Participated in sales cycles to gather requirements and formulate delivery strategies.
- Collaborated with cross-functional teams to translate customer visions into successful implementations.
- Guided customers through implementation journeys, emphasizing product adoption and measurable outcomes.
- Facilitated collaboration between business and technical teams to identify key drivers of success.
- Provided technical expertise on Citrix products while contributing to product development efforts.
HTOM & Asset Manager
Cisco Systems India Pvt Ltd
10.2019 - 04.2019
- Managing 6 Global accounts (Infosys/Mindtree/Qualcomm/BSNL/CSPDCL/Cypress semiconductors) which are Enterprise and Premium customers.
- Familiar with all CISCO Tools and have hands on experience for a year and a half.
- My primary job role was to manage the Cisco inventory (Cisco supplied devices) that the company provides to the customer and to ensure there is business continuity without any challenges.
- To engage sales team and interact regularly with all assigned clients, maintain contracts, EOL, EOS devices that needs renewal and to ensure client satisfaction.
- Organizing a smooth workflow that helps the customer to completely trust our company. Communicated with the right resources to control/stabilize the accounts and inventory.
- Sending monthly/bi-weekly/quarterly reports that helps the customer track the life of devices supplied and maintain the health of their inventory such as Servers/Phones/Data cards, etc.
- Collaborating with the customer and the company to bring in business by upselling the items that can be renewed and managed.
Deputy Manager
Vodafone Global Services Private Limited
05.2017 - 04.2019
- Managing Enterprise customers and Premium customer requests
- Handling high severity P1 & P2 Incidents and outages detected. Worked on the Long Pending Issues.
- Participating on weekly incident calls and in-ops planning calls with customer on changes required.
- Leading the problem until a work-around or permanent resolution was identified.
- Managing multiple outages & system issues, including corporate sites with significant impact.
- Experienced with Incident management best practices, ITIL certified.
- Providing inputs to customer on Audit Findings and Problem Investigation.
- Doing RCA���s for the escalations and incidents received.
- Discussing performance improvement plans are process updates on weekly calls with the stakeholders.
- Doing audits for the agents and providing feedbacks.
- Ensuring unexpected emergency situations does not impact the business.
- Organizing a smooth workflow when there is a unplanned event.
- Drafting a crisis plan, communicating with the right resources and control/stabilize the situation.
Senior Specialist/Team Lead
Ernst and Young
04.2016 - 02.2017
- Skillfully handled both the CRM teams that help clients for tax filling and the IT team that helps resolve technical issues within the website.
- Handling 10- 15 escalations daily, arranging team huddles, meetings and planning best practices in collaboration with the Operations, and the Quality team.
- Timely action on service request & Incidents.
- Independently managing outages that could affect the customer and business.
- Testing the various features of the portal and submitting RCA and observations.
- Experienced in systems and network administration.
- Working on new scenarios and providing solution by testing the error messages.
IT Operations Associate
Accenture India Pvt Ltd
12.2014 - 02.2016
- Member of the ASOC Team (Accenture Security Operations) which deals with all the encrypted devices of Accenture clients.
- AT&T and Verizon Telecommunications Support/Wireless Management.
- Handling outages and critical complaints and submitting analysis reports
- Providing support to access corporate emails on iOS and Android.
- Disabling any loss of Accenture property to CIRT Team (Computer Incident Response Team).
- Network/Windows Administration and Maintenance.
- Providing best fix for internet and VPN connectivity.
Technical Solution Representative
Hewlett Packard Pvt Ltd
02.2013 - 11.2014
- Providing IT support to Executive and senior leadership of the Client (Maersk and Conway)
- Handling their incidents and requests.
- Performing audits
- Working as IT support coordinator for various locations (US, UK, Germany, Australia)
- Working on Active Directory and Windows Outlook, MS office
Education
Bachelor in Economics - Economics and Accounting
P.S.G College of Arts & Science, Autonomous University
02.2012
Skills
- IT Service Management (ITSM) and HPSM
- Microsoft Visio
- ServiceNow and Salesforce
- BMC Remedy
- Active Directory
- Microsoft Office Suite
- Microsoft Outlook
- Business Intelligence Reporting Tools
Certification
- Customer service management certification, 2014
- Service Management certification, 2016
- ITIL v3 Foundations Certification,2016
Languages
English (Fluent), Tamil (Fluent)
Additional Information
- Led an Initiative to automate the process of handling email requests
- Trained 8 Batches of New Joiners set up their Training Modules, Training Plans along with the complete report
- Received Service Excellence award twice.
Timeline
Support Services Manager
Cloud Software Group (Formerly Citrix India Pvt Ltd)
04.2021 - Current
HTOM & Asset Manager
Cisco Systems India Pvt Ltd
10.2019 - 04.2019
Deputy Manager
Vodafone Global Services Private Limited
05.2017 - 04.2019
Senior Specialist/Team Lead
Ernst and Young
04.2016 - 02.2017
IT Operations Associate
Accenture India Pvt Ltd
12.2014 - 02.2016
Technical Solution Representative
Hewlett Packard Pvt Ltd
02.2013 - 11.2014
Bachelor in Economics - Economics and Accounting
P.S.G College of Arts & Science, Autonomous University
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