Hari Prasad Bommaraju
Technical support manager
Bengaluru
Summary
Profile:
Result driven and action oriented senior professional with 16+ years in technical management, service delivery, account management and infrastructure management. Well versed in escalation and stakeholder management. Enthusiastic about a role, where the leadership skills acquired can be applied to foster a culture of excellence.
Profile Summary:
- Manage client relationship and satisfaction.
- Being focal point for client situations and drive to the satisfaction.
- Implement stake holder management, where the needed information is passed across hierarchies.
- Ownership of inventory, service delivery metrics, SLA for Large or Enterprise accounts.
- QBR's and other proactive meetings to ensure client satisfaction.
- Review service delivery Metrics / SLAs and take corrective action.
- Review partners KPI's and apply mitigation plans for any short comings.
- Lead account planning activity with relevant stakeholders.
- Being technical focal across ISA.
- Mentoring and conduct trainings.
- Prepare technical documentations and training materials to suffice technical fraternity needs.
- Vetting technical solutions in the deliverables, technicalities, and SLA's perspective.
- Improve productivity of the team by initiating and track improvement actions.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Technical support manager
Lenovo India Pvt Ltd
2020.02 - Current
- Technical focal for India and south Asia.
- Own and Manage service delivery P&L in the region
- Responsible for developing service quality improvement and enhancement plans to improve efficiency and achieve cost saving target
- Strong Connect with Client CXO – monthly/quarterly reviews on performance/improvement and identification of further support expansion
- Assessing partners and onboarding basis on technical & deliverable capabilities.
- Managing L1, L2 and L3 Engineering team’s hardware and solution-based services across geographies.
- Collaborate with Sales, Marketing, Product Manager & Customer Success to improve user experience.
- Assist sales/pre-sales on solutions wherever deemed needed.
- Mentoring and trainings for technical fraternity across ISA.
- Technical and delivery assurance prior project proposal.
- Technical Program experience of managing 3rd party delivered services (Managing VMware, Nutanix, Azure, SAP etc ).
- Parts planning to help achieve SLA’s.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Managing service partners across regions to deliver services according to Key Performance Index and scope of services
- Analyzed support trends to identify opportunities for product enhancements or additional training resources.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Coordinated with sales teams to provide pre-sales technical assistance for potential clients.
- Analyzing KPI data and designing mitigation plans are part of it.
Technical Focal – ISA
IBM India Pvt ltd.
2014.04 - 2020.02
- Final point of escalation within country
- Review, analyze and advise solution on complex situations
- Front end critical customer escalations and bring it to logical closure.
- Products worked during this tenure were x86 & AMD servers, storage, VMware, Linux and windows
- Worked with L3 and product engineering on critical situations wherever deemed necessary
- Cost saving activities such as review of multi parts, high value parts, repeated cases and associated KPI’s
- Mentoring and training technical fraternity across ISA
- Technical and delivery assurance of projects deployed by IBM on X86 and attached storage products.
Remote technical specialist
IBM India Pvt ltd.
2010.12 - 2014.04
- Centralized tech support intel x86 and affiliated storage products
- Metrics driven to achieve customers satisfaction
- Technically guiding the team and conducting KT sessions to enhance skills.
Technical field support
IBM India Pvt ltd.
2007.07 - 2010.12
- Installation and break fix support for intel x86 hardware, storage, tape library and operating systems throughout Tamil Nādu & Kerala.
Education
Diploma in computer engineering -
Department of Technical Education (DOTE)
Kavarapettai, Chennai 2005.05 - 2007.05
Skills
Technical management
Technical trainings and certifications
- Nutanix HCI - Trained
- Amazon Web Services - Trained
- VMware vSphere - Certified
- Cisco DCUCI and DCUCT – Certified
- Certified System x specialist – Certified.
- Netapp storage – Trained.
Languages
English
Hindi
Tamil
Telugu
Kannada
Accomplishments
• Created a team for technical support, designed, mentored, and streamlined the process. Created multiple documentations and education contents to aid support.
• Done the CRM transition for ISA. Done functionality testing, process improvement, data analysis and concluded with a successful go live.
• KPI data analysis and arriving at mitigation plans, has largely helped achieving cost saving.
• Conducted more than 50 trainings to partners for upskilling and efficient technical support.
• Enabled support in Bangladesh and Nepal. Onboarded respective partners, trained to handle technical support and service delivery.
Recognitions
Individual excellence award for services.
WW services award for the team.
Lenovo’s LTI award.
On the spot award for technical contribution.
Technical trainings and Certifications
• Nutanix HCI - Trained
• Amazon Web Services - Trained
• VMware vSphere - Certified
• Cisco DCUCI and DCUCT – Certified
• Certified System x specialist – Certified.
• Netapp storage – Trained.
Timeline
Technical support manager
Lenovo India Pvt Ltd
2020.02 - Current
Technical Focal – ISA
IBM India Pvt ltd.
2014.04 - 2020.02
Remote technical specialist
IBM India Pvt ltd.
2010.12 - 2014.04
Technical field support
IBM India Pvt ltd.
2007.07 - 2010.12
Diploma in computer engineering -
Department of Technical Education (DOTE)
2005.05 - 2007.05
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