Hi, I’m
AMRITH DEENRAJ
Bengaluru
Summary
Goal-oriented Customer Success Engineer with 7 years of experience in customer service roles. Well-versed in building positive relationships with customers and other stakeholders. Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Performance driven individual with uttermost passion for customer success.
Overview
14
years of professional experience
Work History
Rubrik Bengaluru
Customer Success Engineer
01.2021 - Current
Job overview
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly gaining customer trust and loyalty.
- Followed standard procedures for proper escalation of unresolved issues to appropriate internal team.
- Provided advice and information to customers and partners regarding general cloud infrastructure as service offerings and best practices.
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
- Provide prompt and accurate feedback to customers.
- Interact with various internal teams such as escalations, engineering and facilitate communication between customers and other teams.
- Demonstrate case management skills for each case by resolving various issues quickly and proactively involving resources as needed to achieve high customer's satisfaction.
- Actively assess interactions with top customers (product performance, depth, and breadth of usage, Support experience).
- Contribute to effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
Aryaka NetworksBengaluru
Lead, Link Support Group
03.2015 - 12.2020
Job overview
- Aryaka Networks India Private Limited - Bengaluru, Karnataka Lead Link Support Team to keep Aryaka' s global network infrastructure up and running 24/7 across all geographical locations – responsible for overall team success.
- Lead team to develop operational processes and practices for network operations and continued improvement.
- Responsible for definition of network incident management process and drive global incident prevention and incident management initiatives across all teams.
- Responsible for telecom vendor management – service providers in global scope.
- Manage long-term relationships with telecommunication providers that maximizes value to Aryaka and customers.
- Manage organizational response to alerts and incidents according to standard process.
- Create inspiring team environment with open communication culture.
- Develop multifaceted rewards system that makes team members excited to show up to work every day and do their best.
- Bring any possible unaddressed concerns to attention of higher management.
- Monitor case updates send by team members and help them with any improvements if needed.
- Manage organizational response to alerts and incidents according to standard process.
- Reaching out to customers for any surveys where follow-up is required.
- Fulfill role of on-call supervisor in rotational schedule.
- Help with scheduling adjustments when required.
- Supervise and Manage team for successful day to day process operations.
- Teach and train team members on various customer service strategies.
- Listen to team members' feedback and resolve any issues or conflicts.
- Provide status reporting of team activities against program plan or schedule.
- Ensure timely response on priority incidents, mails and proper communication with accurate details to partners and end clients.
- Maintain network alerts catalog Held meetings with employees to evaluate performance and make plans for improvement.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Instructed junior team members on protocols and procedures of each station to maximize contributions.
- Trained new team members by relaying information on company procedures and safety requirements.
Aryaka NetworksBengaluru
Network Monitoring Associate
03.2015 - 04.2018
Job overview
- Monitoring health of Aryaka Core Networks and Customer's network.
- Ensure issues are identified, tracked, reported and actioned on timely manner.
- Ensure timely response on priority incidents, mails and proper communication with accurate details to partners and end clients.
- Diagnosing network related issues with various stakeholders such as customers, engineering, vendors and reporting same.
- Resolving P1 incidents within SLA/OLA and actively monitor on lateral impacts, if no impact observed work closely with end customer for related issues pertaining incident.
- Track and follow-up on IAR, RCA and SIR for critical and service impacting incidents.
- Follow-up with ISP regarding link related outages and ensure that RCA is produced in accordance to agreement and impact.
- Document PIR with accurate information and time stamp post incident closure.
- Work closely with L1 and L2, L3 Engineers on priority incidents, scheduled change activities, Web-Ex sessions.
- Implement/Suggest regular upgrades to networks and regular documentation in Knowledge Base for related scenarios, known errors and changes performed.
- To restore normal service operation as quickly as possible and to minimize impact on business operations, thus ensuring that best possible levels of service quality and availability are maintained in adherence with service-level agreements.
- Drive effective and efficient strategies to ensure timely service restoration and resolution.
- Coordinate cross tower communications when required to assist in resolution of Incidents.
- Coordinating Bridges for quick and prompt resolutions and to follow up on any Delivery Team gaps.
- Ensure that correct Technical teams are engaged, and proper focus is paid to outages and recovery.
MphasisMangaluru
Technical Support Associate
08.2011 - 06.2012
Job overview
- Underwent issues involving network connectivity, Internet access, Email.
- Attend daily Operating System Related Problems & Troubleshooting.
- Managing and Troubleshooting of Hardware Related Problems.
- Providing support, including procedural documentation and relevant reports.
- Setting up new users' accounts and profiles and dealing with password issues.
- Responding within agreed time limits to call-outs.
- Working continuously on task until completion (or referral to third parties, if appropriate).
- Rapidly establishing good working relationship with customers and other professionals, e.g., software developers.
Education
School Of Information ScienceManipal
Master of Science from Embedded & Wireless Technology
06.2014
Sahyadri College Of Engineering & ManagementMangalore
Bachelor of Engineering from Electronics & Communication
06.2011
Manipal Junior CollegeManipal
Pre-University Course from Science
06.2007
Little Rock Indian SchoolBrahmavar
SSLC
03.2005
Skills
- Problem Resolution
- Customer Service
- Team Management
- Process Improvement
- WAN Management
- Network Infrastructure Monitoring
- ITIL best practices
- Incident Management
- Client Engagement
- Carrier circuit monitoring
- CCNA
- Linux
- Business operations, ITIL
- Cloud Technologies
- Excellent time management skills
- Microsoft Outlook, Word and Excel
- Customer Relationship Management Software (CRM)
- Technical Support
- Inter-Department Collaboration
- Training And Mentoring
Accomplishments
- Won Silver award in August 2016/January 2020 for exceptional customer service.
- Successfully recruited and trained 6 new customer service representatives during my Tenure at Aryaka Networks
Languages
Kannada , Tulu
Native language
Additional Information
I am truly passionate about customer advocacy and have a proven track record to talk about!
Would always thrive to be the voice of customer and act as a trusted advisor to improve the overall experience, product and identify market growth opportunities.
Timeline
Customer Success Engineer
Rubrik
01.2021 - Current
Lead, Link Support Group
Aryaka Networks
03.2015 - 12.2020
Network Monitoring Associate
Aryaka Networks
03.2015 - 04.2018
Technical Support Associate
Mphasis
08.2011 - 06.2012
School Of Information Science
Master of Science from Embedded & Wireless Technology
Sahyadri College Of Engineering & Management
Bachelor of Engineering from Electronics & Communication
Manipal Junior College
Pre-University Course from Science
Little Rock Indian School
SSLC
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