HarshaVardhan S
Sr Technical Account Manager
Nellore
Summary
Highly skilled Technical Account Manager with a strong background in technology and customer service. Committed to delivering exceptional support and fostering positive client relationships. Strong leadership abilities combined with deep technical expertise to ensure customer success and driving long-term partnerships. To Seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and technical expertise.
Overview
3
3
Certificates
6
6
years of post-secondary education
6
6
years of professional experience
Work History
Sr. Technical Account Manager
Citrix R&D
BANGALORE
10.2021 - Current
- Managed diverse portfolio of key client accounts, acting as their trusted advisor and primary point of contact for all technical matters, inquiries, and escalations.
- Provided technical guidance and support throughout the entire customer journey, from onboarding and implementation to ongoing training and troubleshooting.
- Collaborated closely with cross-functional teams, including sales, product development, and engineering, to address customer needs and resolve issues.
- Conducted regular account reviews and identified opportunities for growth and expansion within existing accounts, driving revenue generation and customer retention.
- Developed and nurtured long-term client relationships, fostering a deep understanding of their business objectives and aligning technical solutions to meet their needs.
- Acted as strong advocate for clients internally, communicating their feedback, requirements, and feature requests to the product development team.
Sr. Technical Support Engineer
Citrix
BANGALORE
10.2018 - 10.2021
- Provided technical support to customers via phone, email, and live chat, diagnosing and resolving software and hardware issues.
- Performing analysis of network security needs and contributes to design, integration, and installation and configuration of network and security devices.
- Analyzing, troubleshooting and correcting issues in Citrix Gateway, ADC, ADM and SDWAN appliance.
- Managed over 20 customer call per day and Maintained 98% NPS rating.
- Collaborated with the product development team to communicate and prioritize customer feedback for product enhancements.
- Escalated complex issues to higher-level support or engineering teams, ensuring timely resolution and customer satisfaction.
- Assisted in the development of troubleshooting guides and knowledge base articles to enhance customer self-service options.
Operations Engineer
Accenture Solutions Pvt.Ltd
BANGALORE
01.2017 - 10.2018
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Patched software and installed new versions to eliminate security problems and protect data
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Education
M.Tech - Communication Engineering
VIT University
India 05.2014 - 05.2016
Bachelor of Science - Electronics And Communications Engineering
PITAM, Anna University
Chennai,India 06.2010 - 05.2014
Skills
Technical Account Management & Customer Relationship Management
Team Collaboration and Leadership
Quick adaptabilityTroubleshooting and Issue Resolution
Excellent Listening, oral and writing skills
Certification
May'20 ::: CC-SD-WAN: Understanding Citrix SD-WAN - Citrix
Timeline
Sr. Technical Account Manager
Citrix R&D
10.2021 - Current
Sr. Technical Support Engineer
Citrix
10.2018 - 10.2021
Operations Engineer
Accenture Solutions Pvt.Ltd
01.2017 - 10.2018
M.Tech - Communication Engineering
VIT University
05.2014 - 05.2016
Bachelor of Science - Electronics And Communications Engineering
PITAM, Anna University
06.2010 - 05.2014