Pradeeph Shanmugam

• Managed end-to-end service delivery for Ivanti Endpoint Manager, ISM, and CSM products, ensuring seamless operations.
• Led P1 incident bridge calls, root cause analysis (RCA) creation, and dissemination, significantly improving resolution efficiency.
• Spearheaded task tracking, SLA adherence, and weekly reviews to enhance ITSM performance.
• Optimized cloud service delivery (AWS & Azure), reducing downtime and improving cost efficiency.
• Developed SOPs and process notes, enhancing knowledge transfer and operational efficiency.

• Managed Microsoft Azure Cloud billing, ensuring accuracy and compliance, reducing discrepancies.

• Collaborated with Sales, Product, and Operations Teams to streamline order fulfillment.

• Processed high-value orders for CISCO, HPE AMC, Microsoft, IBM Servers, and Lenovo, ensuring timely execution.

• Resolved SaaS invoice disputes, securing credit adjustments and improving vendor relations.

• Generated detailed billing and inventory reports, optimizing cost tracking across product lines.

• Led shipment creation, tracking, and billing across multiple US stations, improving accuracy and streamlining the process.
• Developed SOPs and process improvements, enhancing order management efficiency.
• Exceeded performance goals, prioritizing tasks effectively in a fast-paced environment.
• Utilized advanced Microsoft Excel techniques for reporting and trend analysis.

• Delivered customer support for credit card and mortgage inquiries, providing exceptional service and support.
• Increased sales through strategic upselling and cross-selling initiatives.
• Consistently met service-level agreements (SLAs), ensuring compliance and maintaining high customer satisfaction