Anit Kumar Panda

About Anit Kumar Panda

More than 16 years of industry experience in Leading and Managing the Customer Experience, Technical Support, Escalation Management and Support Engineering business functions, remotely as well as on premises. A seasoned leader with experience managing Managers and people in various roles, within the same Organizational umbrella. Adept in innovative support engineering initiatives, resource management, and cross-functional leadership. Analyzed support strategies and processes to implement technical support that improved operations and efficiency. Excellent career history is also built on well-developed troubleshooting and leadership skills as well as patient, diligent nature. Superior communication and problem-solving skills, along with experience managing global team(s), allowed excelling in leading teams through projects from conception to completion.

Experience

1. Senior Manager Technical Support

   Westcon-Comstor

   Aug 2024 — Present · Bhubaneswar, IN

   Improve overall customer satisfaction with company’s support delivery services, through rapid, high-quality response and resolution for outstanding support issues to retain the customers and partners, for APAC region.• Design, develop, and implement processes, systems, and technology to support and enhance the technical support function, including workflow and incident management.• Effective management of Managers and Support staff, including oversight of functional activities that contribute significantly to the overall image and quality of a premier services organization.• Strategic ownership of critical issues, cross-functional leadership to resolve high-impact customer problems, and process improvements that reduce recurring escalations. • Improving customer service quality results by studying, evaluating, and re- designing processes and establishing service metrics (KPIs) and monitoring and analyzing results.• Work with Engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions.• Manage and develop the support teams, including hiring, professional development, and proactive project work.• Lead and/or being involved in Global Strategic Initiatives. • Work with key stakeholders in the company including Engineering, Product Management, Sales, Professional Services, and Marketing to drive end-to-end process improvement to introduce automation, integration, and new services/processes.

Education

• Punjab Technical University

  Bachelor of Technology (B.Tech.), Computer Engineering

  2005 — 2009

• KV Tughalakabad

  Higher Secondary, Science

  1998 — 2003

Skills

• Web Services
• Tomcat
• Operating Systems
• Product Consulting
• Management
• Iis
• Team Management
• Java
• Jsp
• Css
• Oracle
• Microsoft Sql Server
• Administrator
• Mysql
• C#
• .net
• Sql
• Linux
• Unix
• Apache
• Html
• Windows
• Coldfusion