Bhishma Desai
Remote
Summary
Proactive and customer-centric Senior Customer Success Engineer with over a decade of experience providing technical support and building strategic customer relationships. Adept at managing high-value SaaS clients, ensuring seamless product adoption, and driving customer engagement. Skilled at communicating with cross-functional teams to optimize customer satisfaction, retention, and operational success. Expertise in analyzing customer health, refining customer support frameworks, and delivering customized solutions that enhance product value and customer experience.
Overview
12
12
years of professional experience
Work History
Support Engineer
Arcserve
08.2021 - 09.2024
- Spearheaded the design and implementation of disaster recovery (DR) solutions, ensuring high availability and data integrity for clients across various industries
- Drove consistent reliability by executing regular test restores, enhancing recovery assurance for mission-critical systems
- Led numerous training initiatives for support teams, delivering comprehensive sessions on backup and disaster recovery best practices, elevating team performance and knowledge
- Contributed expert technical insights to the company's community portal, aiding in the resolution of customer queries related to generic and product-specific issues.
- Partnered closely with Sales Engineers to facilitate knowledge sharing and to align technical solutions with customer needs, improving pre-sales technical support.
Support Engineer
Veritas Technology LLC
08.2018 - 08.2021
- Delivered expert technical support to the global corporate customer base, resolving advanced software, hardware, and networking issues with efficiency and precision
- Diagnosed and resolved complex customer incidents, minimizing downtime and ensuring quick resolutions by collaborating with cross-functional teams on escalated cases
- Managed and documented support cases using Remedy, ensuring a seamless knowledge transfer and contributing to a growing knowledge base.
Systems Engineer
Compucom CSI Ltd
01.2017 - 08.2018
- Orchestrated monthly maintenance and patching activities for domain and Exchange servers, improving security and operational uptime
- Administered critical updates and cumulative patches for Exchange, CAS, HUB, and Edge servers, ensuring compliance with organizational policies
- Streamlined internal IT support processes by efficiently resolving tickets for in-house employees, enhancing IT service delivery.
Second Line Support Engineer
Capita India Ltd
08.2015 - 01.2017
- Resolved complex issues related to Outlook, mail flow, and email archiving while administering Exchange 2010 and O365 environments
- Managed Cisco VPN and user access controls, delivering secure and reliable connectivity for remote employees
- Administered system backup and disaster recovery operations, significantly reducing data loss risks and downtime.
Technical Support Engineer
Convergys Indian Ltd.
01.2013 - 08.2015
- Facilitated seamless Office 365 deployments and assisted in hybrid Exchange environments, improving overall email communication reliability for clients
- Led successful migrations from third-party hosting services to O365 Exchange, enhancing email platform efficiency and reducing operational costs
- Implemented O365 recovery tools to restore lost or deleted mailboxes for compliance and legal requirements.
Education
Bachelor of Commerce (B.Com) - Accountancy
Veer Narmad South Gujarat University, Surat
Surat01.2004
12th Grade (XIIth) -
GSEB
T & TV Sarvajanik High School, Surat01.2001
Skills
- Windows Servers
- Linux (CentOS, Ubuntu)
- Hyper-v
- VMWare
- Networking
- Arcserve backup
- VSS
- Snapshots
- Azure
- GCP
- Redis
- Hardware and software installation
References
Available on request
Languages
English
Advanced (C1)
Japanese
Beginner (A1)
Timeline
Support Engineer
Arcserve
08.2021 - 09.2024
Support Engineer
Veritas Technology LLC
08.2018 - 08.2021
Systems Engineer
Compucom CSI Ltd
01.2017 - 08.2018
Second Line Support Engineer
Capita India Ltd
08.2015 - 01.2017
Technical Support Engineer
Convergys Indian Ltd.
01.2013 - 08.2015
Bachelor of Commerce (B.Com) - Accountancy
Veer Narmad South Gujarat University, Surat
12th Grade (XIIth) -
GSEB
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