Vasudevan Govindan

With overall 25 years of experience in managing and delivering services, combined with my strong leadership and problem-solving abilities, I am confident in my ability to drive operational excellence and ensure the highest levels of customer satisfaction.

In my previous role as a Service Delivery Manager, I was responsible for overseeing the end-to-end delivery of automation services to our clients. I collaborated closely with cross-functional teams, including team management, technical support, and customer service, to ensure that services were delivered on time, within budget, and in alignment with client expectations. I also developed and implemented service improvement initiatives, reducing operational costs and enhancing service quality.

Service Delivery Manager
Access Computer Data Corp (August 2021 – Till date) Chennai. (HP Channel partner)
 Providing the Technical support to all the dealers & Engineers across the Tamil nadu.
 Providing the end level support for the Escalated calls.
 Providing the Remote support for the application based issues.
 Conducting the Team meetings about improvements & operational objectives.
 Maintaining accurate records of all service with entire database.
 Coordination with other departments to ensure seamless delivery of services.
 Conducting performance reviews and providing the constructive feedback.
 Developing the strategies for improving engineer’s efficiency.
 Conducting regular training sessions for engineers on new products.
 Maintaining accurate records of past due customer’s account activity.
 Investigating & resolving customer inquiries & complaints in an empathetic manner.
 Revenue report generation.
 Interacting with customers by visiting them to enhance the relationship.
 Providing technical support by visiting along with the engineer for escalated calls.
Senior Support Engineer Jumbo Electronics (2016-2020) Dubai U.A.E
 Provided technical support for engineers & customers.
 Managed to handle around 10 engineers.
 Performed root cause analysis on recurring problems encountered by the engineers.
 Assisted in planning and executing implementation of larger unit installations.
 Gained experience with Managed print solutions under corporate level sectors.
 Created Case ID by communicating with manufactures for Escalation level issues.
 Maintained to provide immediate support for the multiple SLA’s.
 Provided accurate, specific & timely performing feedback for CSR’s.
 Met all customer guidelines including service levels, handle time & productivity.
 Followed on all inter departmental escalations to increase customer retention rates.
Team Leader (2009-2016)
Field service engineer (2007 – 2009) National Trading Centre
Dubai, U.A.E
 Handled a team of about 8 engineers.
 Technical guidance & support for the team members.
 Provided on- field support towards a critical & complicated calls.
 Facilitated inter-departmental communication to achieve the productivity.
 Successfully distributed work evenly among teams to achieve maximum output.
 Maintained to achieve a good relation with service & sales to get more new leads.
Field Service Engineer
Access Computer Data Corp (2004-2007)
Chennai
 Installation & troubleshooting of Canon Digital & Analog photocopiers.
 Installation & troubleshooting of Canon DR scanners, Fax & Inkjet Printers.
 Network Setup & Connectivity with Digital photocopiers, Multifunction & printers.
 Performed routine activity for the preventive maintenance.
Field Service engineer
Copier Care Centre, Madurai (2000-2004)
 Installation & troubleshooting of multi range Canon Analog photocopiers
 Maintained routine activity for the preventive maintenance

Diploma in Electrical & Electronics Engineering (1996-1999)
82% with distinction