Benoj Babu
Bangalore
Summary
Customer-focused Technical Support Lead with 16 years of experience resolving complex issues for global enterprise clients. Proven ability to act as a primary contact for account-aligned customers, mentor and guide high-performing teams, and drive cross-functional collaboration with engineering and operations. Skilled in identifying trends, implementing process improvements, and managing vendor relationships to enhance customer satisfaction and resolution times. Experienced in D365, Power Platform, Copilot, GenAI, and Azure.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr Technical Advisor
Microsoft
03.2016 - Current
- Focused on improving Enterprise CSAT scores from 4.3 to 4.8+ by enhancing team readiness, delivering effective coaching, implementing strategic process improvements, and overseeing performance goals.
- Served as a lead, mentoring and guiding both FTE and outsourced teams, and participating in strategic projects to enhance resolution times and customer satisfaction.
- Provided regular status updates to customers and internal stakeholders, identifying trends from retrospectives and suggesting actionable improvements.
- Collaborated closely with engineering and operations teams to manage escalated issues, ensuring processes supported rapid and effective resolution.
- Managed customer and field expectations around issue response, proactively communicating status and driving faster resolution through internal alignment.
- Identified systematic issues and led improvement initiatives, creating executive summaries and pattern analyses to inform leadership decisions.
- Drove relationships with outsource vendors, ensuring effective partnership for issue resolution and continuous improvement.
- Led cross-functional retrospectives to identify root causes and implement process enhancements, resulting in measurable improvements in customer satisfaction scores.
- Developed and delivered executive summaries highlighting key trends and recommendations for operational excellence.
Technical Support Engineer II
Dell Technologies
09.2014 - 03.2016
- Provided global technical support and root cause analysis for RSA Archer eGRC tool, addressing implementation, maintenance, and daily issues for Fortune 500 clients across APAC, EMEA, and NA, enhancing customer satisfaction.
- Created tailored custom apps based on Archer to fulfill customer requirements, collaborating with engineering teams to test and validate newer Archer versions, improving operational efficiency by 33%.
- Conducted training sessions for new resources on Archer and EMC processes, producing knowledge articles to aid the team in knowledge sharing, increasing team readiness by 25%.
Systems Development Associate
Xerox Corporation
09.2012 - 09.2014
- Acted as the primary escalation point for account-aligned customers, maintaining strong relationships with internal and external teams to resolve critical issues and improve customer experience.
- Served as the focus engineer for five prestigious US hospitals, delivering Level 3 Application Support for Allscripts - Sunrise Clinical Manager (SCM) Enterprise Software hosted in a data center with 2500+ dedicated servers.
- Conducted regular meetings with hospital CIOs and Directors to discuss incident updates and requests, improving communication and collaboration with key stakeholders.
- Contributed to the development of disaster recovery plans and participated in testing procedures, enhancing system reliability and preparedness for high-severity issues.
Project Engineer
Wipro Technologies
11.2009 - 09.2012
- Delivered Level-2 Application Support for critical applications, ensuring operational availability and enhancing customer satisfaction.
- Collaborated with software developers to design and implement proactive solutions, reducing incident resolution time.
- Facilitated Incident Resolution and supported Change Management using ITIL frameworks, improving operational efficiency.
Education
Bachelor of Engineering - Information Technology
Vinayaka Mission's Research Foundation
Chennai06.2009
Skills
- Customer Resolution & Escalation Management
- Cross-functional Collaboration
- Stakeholder Communication
- Process Improvement & Trend Analysis
- Vendor Relationship Management
- Executive Reporting & Summarization
- People Management
- Troubleshooting
- Training & Development
- Training and mentoring
- IT infrastructure
- Cross-functional communication
Certification
- Microsoft Certified: Azure Fundamentals
- Microsoft Certified: Power Platform Fundamentals
- Microsoft Dynamics CRM 2016 Online Deployment
- Prosci Change Management for Managers
- Nebula: Aspiring People Manager Program
Timeline
Sr Technical Advisor
Microsoft
03.2016 - Current
Technical Support Engineer II
Dell Technologies
09.2014 - 03.2016
Systems Development Associate
Xerox Corporation
09.2012 - 09.2014
Project Engineer
Wipro Technologies
11.2009 - 09.2012
Bachelor of Engineering - Information Technology
Vinayaka Mission's Research Foundation