Dinesh Kumar M
Chennai
Summary
Experienced Senior Product and Customer Success Specialist with over 10 years in the software industry. Proficient in Product Management, Technical Support, Requirements Analysis, and Training. Adept at aligning product capabilities with client needs, implementing IT solutions, and driving customer satisfaction. Certified in ITIL V4 and equipped with a robust ITSM foundation, delivering impactful results across diverse projects and domains.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Product Specialist
ManageEngine Division of Zoho Corp
07.2015 - Current
- Lead product management initiatives, analyzing client requirements and delivering tailored ITSM solutions.
- Provide end-to-end technical support, ensuring high-resolution rates and client satisfaction.
- Conduct software implementation and user training to improve adoption and efficiency.
- Built and managed ITSM solutions for IT management, inventory databases, Helpdesk Solutions, and documentation.
Technician Support for AntiVirus Software
Symantec Software and Services Pvt LTD
07.2013 - 05.2015
- Delivered technical support for antivirus software to enterprise and consumer clients.
- Resolved complex technical issues, improving user experience and software reliability.
Support Agent
Sutherland Global Services
09.2011 - 07.2013
- Assisted AT&T customers from North America with troubleshooting and technical inquiries.
Ensured high customer satisfaction through effective communication and issue resolution. - Conducted thorough research to diagnose technical issues, offering appropriate solutions to customers.
Education
BSC - Computer Science
DG Vaishnav College
Chennai01.2011
High school or equivalent -
Gill Adarsh Mat Hr Sec School
Chennai01.2011
Skills
- Product Management
- Requirements Analysis
- Technical Support
- Training and Demos
- Software Implementation
- Health Checks
- ITIL V4 Certified
Accomplishments
- Successfully developed and deployed ITSML solutions, streamlining IT management processes.
- Recognized for outstanding customer success metrics and product knowledge at Zoho Corp.
- Played a key role in increasing customer satisfaction ratings during tenure at Symantec.
- Transitioned from Technical Support Engineer to Senior Product Specialist at ManageEngine:
Key Responsibilities: Provided technical support for ServiceDesk Plus & Asset Explorer.
Progressed to Senior Product Specialist, gaining deep product knowledge and market expertise.
Successfully implemented solutions for key accounts in diverse industries, including banking, retail, and manufacturing.
Collaborated with customers to understand their needs and deliver tailored solutions.
Traveled extensively to customer sites for on-site implementation and support.
Languages
English
Tamil
French
Certification
ITIL V4
Timeline
Senior Product Specialist
ManageEngine Division of Zoho Corp
07.2015 - Current
Technician Support for AntiVirus Software
Symantec Software and Services Pvt LTD
07.2013 - 05.2015
Support Agent
Sutherland Global Services
09.2011 - 07.2013
BSC - Computer Science
DG Vaishnav College
High school or equivalent -
Gill Adarsh Mat Hr Sec School
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