Akshay Kulkarni

• Set up and lead technical support and services operations team in India, contributing significantly to the expansion of Takeoff Technologies Inc. presence in the country and the establishment of a robust tech support and services team.
• I managed a team of 16 members with diverse skill sets, including expertise in Apps/Client Support L1, L2, and L3 engineering in technologies such as Zendesk, FireHydrant, Slack, Confluence, MS Azure, GCP, Grafana, Thousand Eyes, DBeaver, Metabase, Firehydrant, Opsgenie, Kubernetes, Jenkins, SOTI MobiControl, Confluence, MS Sharepoint, Okta admin, and Supervisory Control and Data.
• Supported the growth of Takeoff Technologies' domestic and international network by leveraging an innovative blend of software, automation, robotics, and operational excellence to revolutionize the egrocery landscape and dominate the micro fulfillment solutions market. ensured streamlined and effective technical support and services operations in India, resulting in a 20% increase in customer satisfaction and a 30% improvement in first-time issue resolution.
• Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
• Identified areas of improvement within existing operations through process analysis and benchmarking studies.
• Directed cross-functional teams in developing innovative solutions to complex problems.
• Provided strategic direction to departmental heads regarding resource allocation decisions.
• Established continuous improvement initiatives to achieve KPIs.
• Drove customer satisfaction to [4.8]%.
• Controlled operational IT budget and expenditures within department parameters.

- Project 1 (Manager Technical Support) 2017

- Project 2 (Expert Technical Support Consultant) 2015

- Project 3 (Senior Technical Support Consultant) 2011

• Managed Team size of 20 members with different skill sets (Apps/Client Support/L2 & L3 engineering)
• Resolve high-profile escalations and issues, improve the customer experience, and drive initiatives that increase their likelihood of success on our platform.
• Work with team of L3 engineers on complex hosting infrastructure issues
• Develop the inspiration, goals, priorities, Objectives and Key Results (OKRs), and work alongside the team to accomplish them
• Ensure high-quality customer service and ongoing technical skill development.
• Oversees the primary activities of the technical support staff to ensure completion of tasks and attainment of departmental goals
• Engage resource on SEV1 and Major Incident calls, use of Xmatters tool for Incident Management
• Perform CSM (Client Success Manager) roles like RCA delivery to client, uploading RCA on client connects sites and engagement with problem management teams for daily/monthly RCA reports
• Review call volume reports, forecasts, and analyses to ensure proper staffing of customer support/call center personnel
• Serve as escalation point for issues beyond technical support staff; resolve conflicts involving scheduling, resources or technical issues
• Evaluates and assess new projects based upon size, complexity, and timeframe
• Induct new joiners in order to quickly maximize performance
• Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
• Allocate workload to fully utilize every employee's talent
• Implement development plans and coach for individuals to reach their maximum talent

• Roles & Responsibilities: Services Procurement application Functional Support which includes:-
• Managing Sourcing and Spend Analyzers (Part of ERP System) for clients
• Providing Level II Technical Support for business management software
• Configuring the software according to the client's needs
• Identifying and resolving application conflicts
• Performing Sanity, System, and Defect verification testing & Filtering of Test results
• Defect reporting & tracking bugs using Internal bug tracking system
• Communicating and documenting test results and defects during all the phases of testing
• Solving Technical issues related to The Complete Procurement Cycle categories like (Issues related to RFx (RFP,RFQ), Auctions (Reverse & Forward), & Contract Awarding)
• Involved in Installation, configuration, troubleshooting, testing and support of the Service Procurement Application
• Managing databases, Configuring User accounts, importing client's data, resolving tablespace constraints, etc
• Participating in weekly conference calls on product issues/release dates
• Managing Applications servers

• Job Profile : Service Desk Support Technician
• Enterprise Support for approximately 1500 user's
• First Point of Contact for IT Related quarries
• Worked on Citrix to Remote in the User's Desktop from Win 2003 Server
• Handle User's AD account & Databanks account
• Support Internal applications and portals like Build IT and Databank
• I worked with clients Like Tesco,Barclays,Morrison's,Marks & Spencer's, etc
• Updating Client Software Application from FTP site and Supporting ChiroTouch software and applications
• User friendly with all Windows and Linux OS.

• Job Profile : Network Support
• Roles & Responsibilities:
• Responsible for installing, maintaining and configuring the Linksys/Cisco Network Devices
• Supporting users and network administrators over the telephone and by email
• Networking and providing support for Windows, Macintosh and Linux operating system
• Managing clients escalations
• I worked with ESP (Paid Support) for out-of-warranty product
• Support to all North American Linksys User's
• I worked as a floor Supervisor at Peak Times