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Sanjay More CV PDF

Sanjay More has over 20 years of experience in IT, including experience leading a customer support team and providing 24/7 technical support to customers in the US and Europe. He is currently the co-founder and director of customer success at DevOpsTech Solutions, where he helps build and lead the customer support team. He has experience in areas such as web development, infrastructure management, database administration, and network administration. He is seeking a role at an organization focused on customer experience and satisfaction.

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167 views4 pages

Sanjay More CV PDF

Sanjay More has over 20 years of experience in IT, including experience leading a customer support team and providing 24/7 technical support to customers in the US and Europe. He is currently the co-founder and director of customer success at DevOpsTech Solutions, where he helps build and lead the customer support team. He has experience in areas such as web development, infrastructure management, database administration, and network administration. He is seeking a role at an organization focused on customer experience and satisfaction.

Uploaded by

kadar7k3
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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SANJAY MORE

AH3/65 KENDRIYA VIHAR, SECTOR-11, KHARGHAR, NAVI MUMBAI - 410210 INDIA


Cell: 9920024988
email: sanjaymore@gmail.com
---------------------------------------------------------------------------------------------------------------------

Profile Summary:
“Hands-on” IT professional, strategic planner and resource optimizer with 20+ years
combined experience in application, hardware, equipment, and infrastructure
technology projects.
Strong analytical, problem-solving and decision-making abilities.
Seasoned in end-user training, identifying client need and devising innovative strategies.
Natural trendsetter with a passion for success, fueling teams in the launch of cutting-
edge solutions and driving record-setting results.

I am seeking an organization with these characteristics:


- Looking for a seasoned executive to become a champion of the customer.
- Known for developing a persistent ‘customer-first’ mentality across channels.
- Insist upon diplomacy skills, an innovative spirit, customer service excellence, and a
data-driven mindset.
- Vision of having customer satisfaction and experience woven deeply into its culture
- Establish for customer-centric behavior
- Goals to
• Reduced customer grievance
• Improving experiences along the customer journey
• Lowering the cost of serving customers

Professional Experience Summary


Out of total 20+ years of professional experience, last 5 years I have been involved in
leading a team of Customer Support Engineers providing 24x7x365 technical support to
customers spread across mainly US and Europe.

Earlier track-record include web development and infrastructure management for


different organizations.

In initial years of my career, apart from the software development in C, I was involved in
helping customers to efficiently use their network infrastructure comprise of Windows,
SunSparc, Macintosh etc in graphic art industry.
Professional Experience

DevOpsTech Solutions (Dec 2017 till now)


Co-Founder and Director of Customer Success
Prime responsibility is to build customer support team.
In addition Pre-Sales, Marketing and Business Development were other focus
areas.

ScaleArc (Jan 2013 – Nov 2017)


Team Lead, Customer Support Engineer

Direct, train, and manage performance of a global customer support team in areas of
pre-sales, pre-production, implementation, final product validation, and
knowledgebase creation. Customer interaction from PoV to Renewals. Global
Escalations, Bug Meeting, Sales PoV status and kickoff, renewals.

• Built high-performance technical support team from scratch, garnering 98%


customer satisfaction.
• Established standard recruiting and comprehensive training for technical support
and sales architect teams decreasing on-boarding tech readiness to 6 weeks.
• Constructed dashboard to monitor KPI’s and automation directly impacting CSAT
results.
• Developed data-driven live customer experience, escalation risk factors, driving
customer satisfaction CSAT to 98%.
• Defined/Implemented seamless customer on-boarding, internal follow-the-sun
support model.
• Worked directly with all team including Marketing, Sales, Solution, and Business
Development.

Tools Used : JIRA, Confluence, DeskPro, Zendesk, Webex, RingCentral

Major clientele from different industries are …

Financial Servicese - Nasdaq, Global Cash Card, Axcess Financial


Commerce/Retail - Dell, Virgin America, Mouser Electronics, Fandango,
BookMyShow
Healthcare - NHS Choices (UK), Cincinnatti Children's Hospital & Medical Center
SaaS - Sixgill, PensionPro, Trulia
Media/Content Providers - MicroSoft, Cinemark, CBS Televison

Installations were spread across different platforms like ..


Bare Metal, Amazon AWS, VmWare, MicroSoft Azure, RackSpace, Xen
Amazon Cloud Hosting Consultant / Administrator [Oct 2011 – Dec 2013]
Client: Trivone Digital Services, Banglore
Sites: techtree.com, cxotoday.com, channeltimes.com, chakpak.com,
khelnama.com, supportbiz.com, wheelsunplugged.com

Managing Web Infrastructure hosted on Amazon Cloud EC2, using various AWS
tools like, SES, Route 53, EBS, RDS, CloudWatch, ELB etc

UTV New Media [Since Jan 2007 – May 2011]


Senior System Administrator

 Server Administration
 Mail , DNS, Database Administration
 Participate in group product estimation, periodic project task planning, design
and evolution of solutions.
 Participating in functional requirements gathering sessions as needed
 Provide estimates for implementation
 Develop documentation and other training material
 Provide technical support in the resolution of problems

Infomedia India Ltd. [March 2006 – Dec 2006]


System Administrator and PHP Developer

 Web Administrator
 Database Administrator
 Mail Server Administrator.

Itnation India Pvt Ltd [Sep 2003 – Feb 2006]


Assistant System Administrator

 Bandwidth management reporting with SNMP, STG


 DNS, Sendmail and Apache Administration
 Networking WinNT, 2000, XP, 98 workgroups
 Managing a LAN comprising of 80 nodes.
 Hardware Maintenance, Software Management
 Network Printing, Virus and Spam Control
 Network Troubleshooting, Firewall Management

YABASU Graphics Pvt Ltd. [1995 - 2002]


Software Developer, Support Engineer, Pre-Sales for Pre-Press Products

Installation, training and after sales support of pre-press products like…


Software: RIP PostScript Level II Interpreter, Harlequin UK
OPI Workflow Solution, Graphic Enterprises USA
WebfontMaker, Bitstream Inc USA
Hardware: Image Setters (Exxtra Corporation, USA)
Scanners (Tecsa, USA)
Film Processors (LOGE, USA)
Software development in C, Assembly, Clipper

Technologies Familiarity
Database SQL Databases – MySQL, MSSQL
NoSQL Database – Redis
Cloud Amazon AWS, MicroSoft Azure, Google Cloud, RackSpace
OS CentOS, Ubuntu, RedHat, Windows, MAC
Programming Python, Shell, PHP, C
Container Docker, Kubernetes

Web Apps Configuration, Administration, Performance Tuning


Application Server : Tomcat, Jetty
Web Server : Apache, Nginx
Mail Server : Sendmail, Postfix
Web Statistics : Awstat, Google Analytics

Network Administration Tools


Network Monitoring : NAGIOS, SNMP, Solarwinds, STG
Firewall : IPTABLE/IPCHAIN, Kerio Firewall, Zone Alarm
Proxy Server : Kerio, Fortech +
Spam Control : Spamassasin
LAN Auditing : Network Inventory Navigator

Professional Certification
Red Hat Certified Engineer (RHCE)

Education

 “A” Level Post Graduate Diploma in Computer Application designed by Dept. of


Electronics (DOE), Govt. of INDIA
1992-1994, Tata Unisys Educational Center Mumbai
 Diploma in Computer Technology
1989-1992, Board of Technical Education Mumbai

Personal Details: DOB: March 02, 1972


Marital Status: Married
Passport: J2256460 [DOE: JUNE 28, 2020]
Hold USA Business Visa valid upto Jun 2025

Languages Known: English, Hindi, Marathi

Other Interests: Music, Sports, Philosophy, HAM Radio (VU2NFI)

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