Deepak Raghavan

My primary role is to support the sales organization in the West region (India) and overachieve its revenue goals by providing pre-sales support for new and existing customers in cooperation with our value-adding partners.

My focus is on creating and delivering innovative value propositions to executive audiences within enterprise accounts by matching technical capabilities to business outcomes.

Other responsibilities include:

• Help the sales team qualify leads by using your deep understanding of product capabilities to address business issues and provide business value.
• Demonstrate how Summit solutions can support overall customer initiatives and how this generates business outcomes
• Work with multiple stakeholders in different functions such as IT Security, IT Operations, and IT Service Management to illustrate use cases where Summit can add value
• Scoping and delivering Proof of Concept/Proof of Value engagements with prospects
• Run and facilitate value-based workshops with prospects so that they can fully discover and understand how Summit can address their strategic projects and major issues
• Participate as a speaker in key company events and other marketing-related activities
• Become a thought leader both internally and externally around driving business value with Summit
• Enable Partners to understand the Summit value proposition and assist them in their go-to-market efforts

• Handled Retention Business for South India and South East Asia region of more than $2 Mn and generated total business of close to $900K during 2 years tenure
• Developed and executed IT Service Management, IT Asset Management, CINDE (Chabot), and Service Automation solutions to customer needs and drivers through hands-on engagement.
• Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
• Identified and proposed upsell and cross-sell opportunities and communicated value proposition to churn results for enterprise customers.
• Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper.
• Recommended changes, improvements, or enhancements in products to the product development team based on customer feedback.
• Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
• Conducted presentations to large groups at trade shows, reseller events, and onsite product pieces of training.
• Engaged in tool and process improvements to streamline customer success activities and services.
• Recommended changes, improvements, or enhancements in products to the product development team based on customer feedback.
• Identified sales opportunities by assessing the environment and devising and implementing a winning strategy.
• Prepared cost estimates and bid documents by studying customer RFPs and consulting with
  project managers and closed the deals to the end

• Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate the delivery of the comprehensive solution.
• Conducted technical workshops and education sessions for various roles on the customer side
  which included Business Users, CXOs - Typically CIOs, and Technical Users
• Conducted post-sale requirements gathering, analysis, and documentation.
• Created and implemented innovative business solutions to support corporate objectives for
  over 15 customers.
• Created strong relationships with key decision-makers as a trusted consultant of SymphonyAI
  Summit product line which includes ITSM, ITAM, CINDE, and Service Automation.
• Conducted research to evaluate systems design and process efficiency.
• Participated in SCRUM Workshop Meetings with clients to gather \ understand the User Stories in detailed requirements, features, user interface mock-ups, storyboards, and other artifacts required to ensure an ITIL Summit Service Management Module is deployed successfully with help of Business requirement documents and functional requirement documents (BRD & FRD), HLD and LLD.
• Worked closely with product teams to define and prioritize partner feature requests.
• Worked with clients post-implementation on user testing, debugging, support and
  maintenance.
• Managed project planning, resource allocation, scope, schedule, status, and documentation.
• Managed and delivered advanced customization and configuration for SymphonyAI Summit
  solutions.
• Guided and influenced existing partners on recommended upgrades and enhancements to
  integrated solutions

• Maintain Service Level commitments to all the activities handled for the accounts supported as per the agreed customer requirements Create, Own, and maintain designated customer-specific processes and procedures as applied (Processes, Procedures, SOP, etc.)
• Responsible for problem determination and resolution, disaster recovery, and technical solutions preparations.
• Working towards infrastructure and application deployments.
• Giving technical training across India and conducting technical assessments on Remedy.
• Solution the Remedy Upgrade from 8.1 to 9.1
• Migration from Remedy 7.6.04 to 8.1
• Handling Integration projects:
  - Integration with IDAM
  - Integration with Siebel
  - Integration with IBM Tivoli Netcool/Omnibus Gateway
  - Integration with IBM Maximo (ISM)
• Installing and configuring various Remedy modules over different environments (Production, Development, and testing).
• Creating customized workflow as per business specific (Customized SRDs).
• Form Creation & Customization.
• Configuring and managing the incoming and outgoing email mailboxes.
• Expansion in Architecture by adding additional servers in present architecture.
• Migrating all the forms, data, and workflows using the BMC Migrator tool from Remedy version 7.6.04 SP3 to 8.1.
• DR Test on our new remedy environment 8.1.
• Configuring the function approvals through Email on Remedy 8.1.
• Integration Between Remedy & Maximo Bidirectional Ticket communication on Test environment.
• Configuring OOB work flows on Change & Release Management.
• Integration between BMC Remedy & Netcool Tivoli (OSS).
• All the SRD's Implementation on time as per the business needs.
• Configuring SLA's as per business needs on time.
• Implementation of Load balancer for Remedy web servers.
• Regular assessments were conducted for Remedy resources to move them to the next level.
• Conducted training's on Advanced remedy topics to the Remedy resources to upscale their skill sets.
• This rigorous training program was conducted for candidates from non-remedy background. They were to face a weekly online test from the topics which were covered and a bi-weekly evaluation from the client. The training included introduction to Remedy, Remedy Architecture , Incident management , problem management , Change management, foundation data included standard and custom configuration . Advanced configuration. Approval process configuration, mappings, DMT, AR import. Introduction to Remedy Development.

• IT Service Management team scope in Mobily includes providing ITSM services across the Enterprise using BMC Remedy ITSM Suite. The team's tasks include System Administration, Configuration, Development, and Customization.
• Followed all company policies and procedures to deliver quality work.
• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
• Kept detailed records of project progress, discrepancies, and other project issues.
• Upgraded Production AR Server from 7.6.03 to 7.6.04 SP2.
• Participated in upgrading Production Remedy Environment from 7.1 to 7.5.
• Foundation, SLM & SRM Implementation.
• Handling Development Tasks: Creating Forms, filters, active links, escalations, and Web Services.
• LDAP Integration with BMC Remedy.
• Configuring Server Group for Mobily Remedy Production Environment.
• Support and Administer BMC ITSM Remedy 7.6+.
• BMC Remedy ARS & BMC ITSM Remedy 7.6+ Installation across platforms.
• Develop incident templates, and assignment rules, Implement approval mappings, and change templates.
• Supporting various teams working on the integration of different tools with Remedy.
• Training all the new employees on Remedy and providing ongoing training to support teams, as necessary.

• Investigated and addressed system issues to enhance usability and improve functionality.
• Delivered in-depth Remedy training, imparting knowledge of best practices for protecting data and minimizing errors.
• Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
• Managed customer relations by developing an effective communications process.

• Deploying, administrating, and troubleshooting BMC Remedy 7. x across Multi customer environments.
• Successful implementation of ITSM Remedy 7 for new clients for all the Modules (IM, CM, PM, SRM, SLM, SRMS).
• Performing UAT Testing before implementation of patches/bug fixes in the Production Server.
• Reporting on UAT results to management.
• Designed developed & delivered process documentation for Remedy.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Support and Administer BMC ITSM Remedy 7.
• Working with the Service Managers to set up new companies on ITSM.
• Updating the existing Information in BMC Remedy using AR Import Tool.
• Handling 5 clients as Primary Admin and 4 clients as backup administrator on ITSM Remedy 7.
• Complete all the support ticket requests within SLA.
• Able to understand customer requirements, analyze those & convert them to appropriate implementation on the tool.
• Schedule CAB / ECAB meetings for fixing critical ITSM Remedy issues.

• Suprawin Technologies Pvt. Ltd is having many BPO Clients. Workflow Management System (WFMS) is done to provide various facilities to the BPO industry. This helps in maintaining various features such as work tasks, general tasks, repetitive tasks, and various security activities like having access to certain sites depending on the roles. WFMS mainly provides the facilities like On-Line Helpdesk, Key Management based on Hierarchy Tree View control, and Security Services.
• Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
• Installed and configured software applications and tested solutions for functionality.
• Reviewed project specifications and design technology solutions that met or exceeded performance expectations.
• Coordinated with other engineers to evaluate and improve software and hardware interfaces.