Head of Customer Success and Support Department — Kathmandu, Nepal

Mandeep Rimal

I help banks, telecoms and enterprises keep their platforms supported, compliant and running.

Over 8 years of experience in technical support and team leadership, specializing in network infrastructure and customer service management.

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Mandeep Rimal
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About Me

Professional Profile

Head of Customer Success and Support Department

Experienced professional with expertise in team leadership, customer service management, and technical support operations.

Skilled in mentoring teams, resolving complex issues, and implementing process improvements to enhance efficiency. Proficient in network infrastructure, security, and routing protocols, with hands-on experience in high-end networking devices.

Experience
8+ Years
Degree
BE
City
Kathmandu, Nepal
Email
contact@mandeeprimal.com.np
Phone
Available on request
Freelance
Available
Skills

Core Strengths

Leading people

  • Team Leadership and Mentoring
  • Cross-functional Collaboration
  • Clear Communication

Running operations

  • Incident and Escalation Management
  • Advanced Troubleshooting and Diagnostics
  • Monitoring and Performance Analysis

Improving service

  • Process Improvement and Workflow Optimization
  • Customer-centric Mindset
Technical Skills

Core Technical Competencies

System Administration

  • Windows Server
  • Linux
  • macOS

Networking

  • TCP/IP
  • DNS
  • VPN
  • Firewalls

Monitoring

  • Grafana
  • ELK Stack

Databases

  • SQL
  • MySQL
  • MongoDB
  • PostgreSQL

Virtualization

  • VMware
  • Docker

CI/CD & DevOps

  • Jenkins
  • Git

Security

  • Access Control
  • Data Protection
  • Compliance

ITSM Tools

  • Jira
  • OWS
  • SharePoint
Experience

My professional journey in technical support and leadership

Sep 2024 — Present Amnil Technologies Pvt. Ltd

Head of Customer Success and Support

  • Team Leadership & Management – Lead, mentor, and oversee the support team to ensure high performance and customer satisfaction.
  • Customer Issue Resolution – Ensure timely and effective handling of customer queries, complaints, and escalations.
  • Process Improvement – Optimize support workflows, implement automation, and enhance efficiency.
  • Performance Monitoring & Reporting – Track key support metrics, analyze trends, and report to senior management.
  • Cross-Department Collaboration – Work with Product, Sales, and IT teams to improve service quality and customer experience.
May 2021 — Sep 2024 Amnil Technologies Pvt. Ltd

Sr. Support Engineer

  • Work with the Software Engineering team and Service Engineering team to drive and determine the right operations setup for support of these environments.
  • Provide operational support for day to day activities involving deployment of Applications, Operating systems, Software Updates, Mobile device Policies.
  • Monitor for systemic product performance and reliability concerns.
  • Complete tasks in diagnosing and fixing system and application problems.
Mar 2020 — May 2021 Vianet Communications Pvt. Ltd

Corporate/L2 Technical Support

  • Analyzed and resolved critical network issues within the stipulated time to provide better services to end users.
  • Professional Level of familiarity implementing and troubleshooting in various high end networking devices such as Mikrotik, Juniper and Cisco.
  • Professional Level understanding of OSPF and BGP routing protocols.
  • Professional level understanding of ethernet and surrounding technology such as Spanning Tree Protocol.
  • Progressive experience in networking, network security and firewalls.
  • Very strong focus on the customers needs and a willingness to accommodate them.
Aug 2019 — Mar 2020 Vianet Communications Pvt. Ltd

L2 Field Support Coordinator

  • Coordinate, monitor and improve field service activities.
  • Provide support and guidance to service personnel who perform on-site service.
  • Addresses and resolves any issues and complaints.
  • Provide training and guidance to field support staff.
Jun 2018 — Aug 2019 Vianet Communications Pvt. Ltd

Technical Support Field

  • Taking ownership of customer issues reported and seeing problems through to resolution.
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Network/System Support).
  • Provide prompt and accurate feedback to customers.
  • Maintain jovial relationships with clients
Projects

Key projects I've worked on

Telecommunication Customer Application

As the primary telecommunications provider, the company manages customer subscriptions, including activation and deactivation processes. It is also responsible for monitoring and optimizing network performance. A key aspect of its role is the introduction of new services and features to subscribers, covering voice, data, and value-added services.

  • Oversee and manage customer support operations for the Telecommunication Customer Application
  • Take charge of monitoring and optimizing network performance
  • Spearheaded the introduction of new services and features to subscribers
  • Provide support and guidance in addressing complex issues
  • Collaborate closely with development teams
  • Drive continuous improvement initiatives within the support team

Bank Content Management System (CMS)

The primary objective of this application is to create a resilient Content Management System designed specifically for the banking sector. This system aims to optimize content creation, management, and publication processes, ultimately improving operational efficiency and enhancing the overall user experience.

  • Enable clients to customize and enhance their online banking experiences
  • Ensure seamless integration with clients' core banking systems
  • Provide a robust framework for delivering tailored online services
  • Cater to specific client requirements with flexibility
  • Enhance digital banking experiences with user-friendly functionalities
  • Utilize technical expertise to address complex issues

Performance Management System

The Performance Management System is a web-based application designed for organizations to monitor and assess employee performance. Users can establish their goals for each fiscal year, which are then reviewed, commented upon, and rated by their respective supervisors and reviewer.

  • Provide efficient and responsive customer support for users
  • Address queries and troubleshoot issues
  • Document and track reported issues
  • Monitor system performance and health
  • Ensure adherence to defined SLAs
  • Strive to meet or exceed service standards

Pharmaceuticals Solutions

The primary aim of this solution is to enhance operational efficiency in the pharmaceutical sector by automating various tasks, ranging from the streamlined ordering of raw materials and packaging components to the intricate processes involved in manufacturing and delivering the final product.

  • Manage customer support for pharmaceutical solutions
  • Utilize technical expertise in MySQL, Jenkins, GitLab, MSSQL, PostgreSQL, Nginx, and Docker
  • Collaborate with development teams
  • Monitor and optimize application performance
  • Drive continuous improvement initiatives
  • Spearhead new support services and features

Banking Web Application

In the realm of the banking sector, the web application serves as a versatile platform that empowers clients to personalize and enhance their online banking experiences through an intuitive CMS portal. This sophisticated application is meticulously crafted to ensure seamless integration with the client's core banking systems.

  • Enable clients to customize online banking experiences
  • Ensure seamless integration with core banking systems
  • Provide a robust framework for tailored services
  • Cater to specific client requirements
  • Enhance digital banking experiences
  • Utilize technical expertise for complex issues

Vehicle Management System (VMS)

VMS stands for Vehicle Management System. It is an application designed to enable users to request vehicles, manage approvals from line managers and HR admins, and coordinate vehicle assignments by vehicle coordinators. The system also allows for the generation of required reports and includes various user roles such as users, vehicle coordinators, line managers, HR admins, and spokespersons.

  • Support the multi-role approval workflow across users, line managers, HR admins, and vehicle coordinators
  • Troubleshoot request, approval, and assignment issues reported by users and coordinators
  • Coordinate with the development team on role-based access and reporting fixes
  • Monitor system performance and resolve vehicle assignment conflicts
  • Assist with report generation for vehicle usage and allocation tracking
  • Drive process improvements to speed up request-to-assignment turnaround

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Services

How I can help

Support operations and SLAs

Designing and running support desks: ticket workflows, escalation paths, SLA tracking and clear reporting for clients and management.

Workflow (BPM) platform support

Production support, debugging and change-request handling for business-process platforms such as ProcessMaker.

Accessibility compliance

WCAG 2.2 AA reviews and remediation for web platforms, including accessibility tooling and clear fix lists for development teams.

Security remediation coordination

Turning VAPT findings into tracked fixes: responsibility matrices, follow-ups and verification with client and vendor teams.

CMS and website delivery

Delivery and support of CMS-driven websites: migrations, SEO, deployment and hosting for banks and enterprises.

Infrastructure and incident response

Linux, Docker and nginx environments: monitoring, troubleshooting and calm, well-documented incident handling.

Industries served Banking · Telecom · Enterprise software · Pharmaceuticals

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Background

Education, training and certifications

Academic Background

Dec 2013 — Dec 2017

Bachelor in Computer Engineering (BE)

Advanced College of Engineering & Management

Jul 2011 — Jun 2013

Intermediate Level (+2)

National Institute of Science and Technology (NIST)

Professional Certifications and Courses

CCNA

Softwarica College of IT and E-Commerce

Programming in Java

Leapfrog Academy

Python Basics Course

Advanced College of Engineering and Management

Android and AVR Workshop

Advanced College of Engineering and Management

Professional Security Certifications

ICSI | CNSS Certified Network Security Specialist

Issued: May 16, 2020

Fortinet's Network Security Expert (NSE 1 & NSE 2)

Issued: May 23, 2020

Contact

Let's work together.

Kathmandu, Nepal

Available on request

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