Atul Srivastava

People Management :

• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Developed and maintained relationships with customers and suppliers through account development.
• Maintained professional, organized, and safe environment for employees and patrons.
• Onboarded new employees with training and new hire documentation.
• Cross-trained existing employees to maximize team agility and performance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Developed standard operating procedures and internal processes related to program.
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Analyzed data trends for management team.
• Planned and budgeted accurately to provide business with resources needed to operate smoothly.

Account / Relationship Management :

• Being a leader in a matrix model supporting sales functions, corporate product teams, support organizations, and partner teams
• Support tracking and reporting on key customer success metrics to the Director of Customer Success including customer retention risk, adoption, renewal rates, ARR growth/decline, upsell & cross sell rates, and customer behavior patterns.

• Participate in Renewals, Planning for ARR Growth and consumption, Engaging with Sales leadership to review the challenges and Sales Pipeline
• Participate as a key member of the global CS team, contributing to business planning, forecasting, and business reviews
• Meeting C Level Customer contact and conduct MBRs and QBRs
• Manage Escalations and RCAs

Technology Working on :

• Cloud Management, SaaS, AWS, VMware, Networking

Tools :

Salesforce, Gainsight, JIRA, Tableau, Confluence, MS Office, power BI

• Tracked KPIs and created continuous improvement plans.
• Managing key customer success metrics - SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution etc.
• Analyzed and developed service goals for in-bound call center.
• Developed and implemented training initiatives for new hires.
• Increased customer satisfaction ratings to 98%.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Communicated regularly with customers concerning data exchange and technology integration.
• Wrote strategic business plans outlining need for departmental information technology resources.
• Implemented and maintained technology and software budget.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Managed a Team responsible for delivering excellent technical support in a 24x7x365 SaaS environment
• responsible for hiring, development, training, and skills management for a team of Cloud Support Engineers.
• Perform case quality reviews and coach team members toward driving improved customer experience

Technologies Supported :

Tanzu portfolio products, DR solution cloud Availability. VMware Cloud on AWS, Cloud, and hybrid cloud.

• Worked with cloud architect to generate assessments and develop and implement actionable recommendations based on results and reviews.
• Utilized code and modern cloud-native deployment techniques to design, plan and integrate cloud computing and virtualization systems.
• Understood client needs and objectives by conducting proactive customer and data analysis.
• Used metrics to monitor application and infrastructure performance.
• Streamlined the cloud support business by designing and Worked with other businesses units and established regular and successful collaboration.
• Worked with Training and development team to develop the Cloud support training module.
• Identified and designed the best support model to help customers get effective and faster resolution to their issues. Like creating and promoting online community.
• Handling customer escalations.
• Prepare Cloud Migration plan for customers from On-prem to cloud
• Validate customers Cloud and hybrid design architecture.
  
  
  
  
  
  

• Designed and prepared technical reports, studies, and related documentation.
• Led teams in scheduled and unscheduled equipment maintenance to optimize readiness.
• Developed and presented business cases, presentations and reports to senior management.
• Supported enterprise and business goals by introducing new product and service offerings.
• Monitored and tracked user progress to identify improvement opportunities.
• Improved system performance by eliminating operational gaps and software bugs.
• Analyzed business problems, identifying root causes and developing robust solutions.
• Documented diagnostic results and supported root cause analysis and troubleshooting.
• Lead a team of 25 people as technical lead (Subject matter expert)
• Team Performance evaluation
• Change Management: Technical planning and Review of Change requests created by team members
• Disaster Recovery Implementation and testing

• Trained and managed drafters, junior engineers and surveyors.
• Joined as Senior Engineer for L3 level support.
• Worked as a TL for 2 Dummy Projects.
• Worked includes Creating team Roaster, Maintaining attendance.
• Managing dummy project work
• Conduct training for the Team on different Microsoft technologies.
  

• Used ticketing systems to manage and process support actions and requests.
• Translated complex technical issues into digestible language for non-technical users.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Working as a part of Windows Server and Monitoring Team.
• Managing Print, Terminal, proxy, and domain controller, File server with DNS
  and DHCP server.
• Windows based troubleshooting, Monitoring tool like Netiq app-manager, SolarWinds Orion, UPS Monitoring.
• Training, Coordination with vendors and other teams.
  

• Analyzed network traffic and performance metrics to optimize system performance.
• Maximized system availability through development and testing of contingency plans.
• Identified and resolved network congestion issues and bottlenecks.
• Researched and recommended new technologies and strategies for improving system performance.
• Led server infrastructure development, quality assurance, staging and production systems.
• Implemented and maintained virtual private networks.
• Monitored networks and network devices to resolve technical problems quickly.

A Senior Technical Support Engineer who was providing technical support to Microsoft customers for Windows servers.