Daniel Jr Manikan

SPOC (Single Point of Contact) for specific accounts/customers. Owning all customer requests and drive delivery to customer’s requirements. Knowledgeable of customer objectives and requirements from delivered services. Conducted regular touchpoints with customers and delivery teams. Managed day to day service delivery activity across customers Received and managed all escalations by the customer and ensure that the issue is being attended by the support team to guarantee high customer satisfaction. ·Review and approve work requests Created and maintained runbooks and process documentation in Knowledge Management Systems (Confluence/Sharepoint) Review all reports for customers Performed administrative tasks such as onboarding new team member, approve timesheet and leave requests, off-boarding, raising a position requisition in HCM tool Achievements: Led the successful BAU onboarding and transition (project) despite challenging timelines and limited engagement from previous provider. Managed 40% Cost reduction thru Cost Optimization actions and weekly touchpoints with customers and delivery teams.

Ensures that Key Production Environment (KPE) systems are well understood/documented and compromises in availability for these systems are handled optimally avoiding any associated penalties Managed meetings with Technical Problem, Configuration and Capacity Leads to identify issues affecting Availability and causing Major Incidents that impact the business. Identify problems and solutions to improve the stability of our customer’s environment. Achievements: Incident and Problem Management: Reduced the Incident volumes (~60%) and automated the resolution tickets (~50%) that helped the Reactive teams focus on work that has more value-add for the customers. Configuration Management: Successfully upgraded the software and firmware versions of backup/storage devices to latest versions and updated Certificates before expiration. This resulted in zero outages to the customer environment. Capacity Management: Successfully achieved the reduction of Backup/Storage device capacity from >95% to <80% through proactive forecasting, resource movement, purging of archives and additional capacity. Led the reduction of P1 and Business impacting major incidents for DXC in FY23 and FY24 by 90%.

Owns service level management escalation for critical service outage to resolve technical issues. Works proactively to avoid service interruptions and identify and implement improvements that are documented in the Continual Service Improvement (CSI) Planner. Maintains operational and technical documentation and Oversees day-to-day operations for relevant technology tower Led teams composing of multiple technologies across different regions (Americas, EMEA and APAC). Achievements Successfully transitioned support of a Platinum Account to the Philippines Center in 2013. This contributed to the growth of the team of 30 FTEs. Start of support commenced without any major issues and impact to the customer’s business. Led the reduction of ticket volume by 50% through proactive and reactive Problem Management. Change success rate also improved to >98% and changes did not impact the customer’s business. Led the migration of all customer CIs to the CMDB and fixed the Server patching process to achieve 95% compliance.

• Account Champion: Single Point of Contact for any technical issues for a certain account • Receiving Capability Lead: 1) Ensure project deliverables (documentation, RTPA, etc.) are met in conjunction with transition timelines. 2) Work closely with Project Manager to properly inbound incoming account • Problem Management: 1) Perform proactive analysis of incident data in an attempt to identify recurring incidents or emerging trends. 2) Perform root cause analysis through to resolution of the problem record. • Change Management: 1) Review, prioritize, approve, seek approval and communicate change records that are received via the Change Management Process. 2) Supervise and/or implement approved change request • Incident Management: 1) Ensure quick and quality resolution of incidents that are escalated to Deep Technical Support and Technical Escalation Management • Capacity Management: Ensure proper and accurate performance monitoring, via standard reporting or other sources (as defined in the SLA) • Configuration Management: 1) Keep Configuration Management tool up to date, as directed by Client Capability Lead or account team. 2) Server patch deployment • Certified Internal Trainer: 1) Responsible in conducting process or technical-related trainings to the organization 2) Provide documentation and training for L1/L2

Wintel System Administrator: 1) File/Print 2) Active Directory & Group Policy 3) ISA Server Management 4) Server Patching and hardening Desktop Administrator: 1) Desktop Patching and Hardening 2) Troubleshooting hardware and software issues 3) LAN & WAN Support 4) Anti-Virus Support 5) Microsoft Windows and Office Support Achievements Led successful deployment of 200 desktops and AVAYA softphones for a Financial client in North Americas region before go-live within 7 days. Led troubleshooting of AVAYA phone intermittent disconnections and identified root cause related to CISCO switch limited capacity. Issue was resolved after Network Engineer upgraded the network switches Led successful re-image of desktop machines for new customer and support personnel within a limited timeline.