Manager- Technical support- Commvault India
Sector: IT-SoftwareMember Since, December 6, 2020
Academic Level Master’s Degree
Experience 7 Years
Date of Birth 12 Jan 1991
A Leader in technical consulting, People management and a customer Engagement Professional with 7 years of experience in Customer Engagement, Deployment, Implementation and Troubleshooting of Microsoft and VMWare Products, for primarily large Multinational Corporations spanning multiple industry verticals around critical infrastructures
⚫ A believer and a challenge accepter for any exciting learning and problem solving.
⚫ A noted self-starter, multi-tasker and customer engagement enthusiast and a team player.
⚫ Have Demonstrated Experience in handling multiple customers with challenging requirements while ensuring customer satisfaction on all accounts and dealing with critical escalations for large scale and small scale business and saving several business deals with top class resolution and support delivery.
MBA in Product Management (2019 - Present) Institute of product leadership
The Executive MBA program at Institute of Product Leadership is an 18-month experiential degree program that focuses on transforming senior professionals & managers into C-suite product executives. The program helps nurture strategic decision making & execution skills as well as the leadership competencies necessary for career path acceleration.
Bachelor of Engineering (2009 - 2013) PESIT South Campus
Bachelor or Engineer - Information Science and Engineering
Work & Experience
Commvault INDIA (2020 - Present ) Manager Technical Support
A worldwide leader in delivering backup and recovery for the progressive enterprise Leading a multi-tiered support function that delivers technical support to customers globally. • Managing and developing the support team, including hiring, motivation, professional development, and retention • Expertise in developing processes that help deliver high quality technical support to customers in an effective and efficient manner • Excellent understanding of metrics to measure and improve the effectiveness of technical support organization • Excellent understanding of the issues reported by the customer in depth and being able to assess the customer situation and prioritize the issues • Working with CRM and tracking incidents and management systems • Preparing and presenting employee reviews. • Showcasing gravitas to maintain composure in high stress situations . Participating and working with various stake holders in growing the business and understanding global customer needs and improving process/ Business via constant and regular feedback
VMWARE SOFTWARE INDIA PVT LTD (2018 - 2020 ) Technical Support engineer
• Products: VIDM, Horizon, App Volume and SDDC. • Tools: SFDC, BUGZILLA, JIRA, VMDT, SALESFORCE, Confluence, wiki. • Experience in enterprise server, storage, networking platforms. • Proven Track record of accomplishment and effectiveness within organizations. • Provide superior technical support and service to the customer base. • Interface with the field, sales and service organizations and directly with the customer base on critical escalations and resolution. • Been a part of college graduate hiring drive, professional development. • Being involved in Global Strategic Initiatives. • Work with engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions. • Been a part of technical support management coordination point for Enterprise Support. • Provide standby availability for response and management coordination of critical enterprise issues. • Provide proactive and customer-relevant communications on malware, vulnerabilities, product technical information. • Deliver periodic issue status reviews and Executive Summary Reports outlining technical support activities, achievement of success against agreed benchmarks, and other relevant information to inform enterprise customer management. • Work with Sales team to identify opportunities for growth in the client environment. • Play an effective role in retaining customer experience during renewals.
Unisys India Pvt limited (2014 - 2016 ) Enterprise Support Specialist
• Products: Microsoft Windows Suite • Tools Used: Xymon, Bladelogic, Solar Winds, SCOM, SCSM, Nagios • and BMC Remedy (ITSM 7.1, 7.6 & 8.1) • Working with customers in high priority and production emergencies. • Working intact with automation support teams and raising • change requests, following up until successful completion of changes. • Enterprise Computing and Windows Servers troubleshooting. • Patch management and deployment of multiple server. • Working under shared cluster model, active directory and DNS. • Coordinating with Third Party hardware vendors for Resolution. • Providing support to Windows Server related issues