SANTHOSH JACOB PHILIP
Cork
Summary
Technology professional with 2 decades of experience. Service Delivery expertise in managing complex escalations. Generalist in Technology knowledge with continued re-skilling/learning approach. Inclusive and supportive mindset as a mentor and coach. Identify solutions for product, business, process, tools, and operational improvements to promote innovation and efficiency. People leadership abilities to accomplish business goals. Customer focused professional with strong work ethics
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Delivery / Customer Advocacy
Dell Technologies
Cork
07.2019 - Current
- Dell Cloud Managed Services & Infrastructure Solutions
- Customer Advocacy & Account Management
- Partner / Vendor Management & Negotiations
- Problem Solving & Process Improvement
- Operational efficiency using Generative Al
- Product & Business Solutions
- Coaching & Mentoring
Escalation / Shift Manager
VMware
Cork
08.2015 - 11.2018
- Managing Customer Escalations, Partners & Vendors
- Service, Process and CRM tool improvement strategies
- Global Remote Operations & Support Queue Management
- Training and Mentorship
Cloud Technologies Re-skill / Work internship
Tech Industry Alliance
Cork
04.2015 - 07.2015
- Cloud Technologies Skills Training & Internship in Cork based tech companies
Remote Proactive Services
Dell Technologies
Cork
04.2012 - 11.2013
- Remote Change Management / Escalation Support
Workforce Management/ Reporting
PGI
Cork
07.2011 - 08.2011
- WFM & Reporting
Project/Service/Incident Management
IBM
Bangalore
01.2007 - 03.2010
- Project and Service Management
Product Support
Microland India Ltd
Bangalore
03.2006 - 10.2006
- Product Support
Product Support
AOL
Bangalore
12.2003 - 08.2005
- Product Support
Education
Master Of Computer Applications - Computer Science
Periyar University
Tamil Nadu, India05.2003
Skills
- Service Delivery
- Escalation Management
- Account Management
- Product & Business Solutions
- Generative Al
- Problem Solving
- Negotiation
- People Leadership
- Market Research
- Digital Marketing
- Process Improvement
- Operational Efficiency
- Quality
- Mentoring and training
Certification
- ITIL V4 Managing Professional
Timeline
Service Delivery / Customer Advocacy
Dell Technologies
07.2019 - Current
Escalation / Shift Manager
VMware
08.2015 - 11.2018
Cloud Technologies Re-skill / Work internship
Tech Industry Alliance
04.2015 - 07.2015
Remote Proactive Services
Dell Technologies
04.2012 - 11.2013
Workforce Management/ Reporting
PGI
07.2011 - 08.2011
Project/Service/Incident Management
IBM
01.2007 - 03.2010
Product Support
Microland India Ltd
03.2006 - 10.2006
Product Support
AOL
12.2003 - 08.2005
Master Of Computer Applications - Computer Science
Periyar University
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