Salesforce CRM
Karthick Bheema Rao
Technical Support Manager
Vellore
Summary
As a proactive and detail-oriented Support Manager with over 11 years of experience in the IT industry, I possess a broad skillset in support delivery, account management, and pre- and post-sales activities. Throughout my career, I have demonstrated proficiency in staff training and development, fostering a customer-oriented team environment that has resulted in optimal satisfaction levels and a strong track record of building profits and client generation.
As a dedicated Support professional, I am committed to consistently meeting company goals while utilizing organized and efficient practices. I possess a strong ability to work under pressure and adapt to new situations and challenges in order to best enhance the organizational brand.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Technical Support Manager
Signzy Technologies Private Limited
Bangalore
08.2021 - 01.2023
- Led a team of 30 technical support representatives, ensuring exceptional customer service and timely resolution of technical issues for clients with Tier 1 & Tier 2 Technical team.
- Established and maintained key performance indicators (KPIs) to measure team performance and identify areas for improvement.
- Managed a portfolio of key client accounts, providing strategic account management and driving customer satisfaction.
- Analyzed support data to identify trends and insights, and used this information to drive continuous improvement across the support organization.
- Coordinated with internal stakeholders to plan and execute successful product launches, ensuring smooth transitions and minimal customer disruption.
- Managed the escalation process for high-priority technical issues, providing prompt and effective communication to both internal teams and clients.
- Conducted regular team meetings and one-on-one sessions to provide feedback, coaching, and performance evaluations to team members.
- Managed support budgets and resource allocation, ensuring appropriate staffing levels and resource utilization to meet business goals and objectives.
Consultant - Technical Services
eG Innovations Private Limited
Chenai
02.2016 - 05.2021
- Collaborated with clients to define monitoring requirements and develop customized dashboards and reports that provided visibility into key metrics and trends.
- Conducted Demo, POC, assessments of client infrastructure and application environments to identify areas for improvement and opportunities for implementing eG Suite Monitoring tool.
- Conducted training sessions for client teams on eG Suite Monitoring tool, ensuring that they were able to effectively manage and maintain the tool.
- Provided ongoing technical support to clients, troubleshooting issues and providing guidance on best practices for using eG Suite Monitoring tool.
- Stayed current with emerging trends and best practices in monitoring and alerting, making recommendations to clients on tools and techniques that would improve their monitoring capabilities.
Director of Operations Organization
SRI SWATI INFO TECH
Vellore
03.2013 - 12.2015
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Delivered more than 50 customer engagements
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Created monthly forecast templates and resource management allocations for approved projects.
- Managed deliverable estimates, negotiated resource conflicts and allocated resources
Customer support Associate
First Source Solutions Pvt Ltd
Chenai
12.2011 - 02.2013
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
B. TECH - Information Technology
Priyadarshini Engineering College
Vaniyambadi 08.2006 - 05.2010
Higher Secondary Schooling -
T.M.K.V Government Higher Secondary School Kangeyanallur
Vellore 08.2004 - 04.2006
Skills
Account Management
CRM
People Management
ITSM
Technical Support
Product Support
Client Relationship
CSAT
NPS
Team Management
Cross Functional Management
Pre- Sales
Post-Sales
Cloud Computing
Service Level Agreement(SLA)
Process Development
Product Demonstration
KPI Tracking
Customer Success
Problem Solving
SAAS
START-UP Handling
International Client Handling
Timeline
Technical Support Manager
Signzy Technologies Private Limited
08.2021 - 01.2023
Consultant - Technical Services
eG Innovations Private Limited
02.2016 - 05.2021
Director of Operations Organization
SRI SWATI INFO TECH
03.2013 - 12.2015
Customer support Associate
First Source Solutions Pvt Ltd
12.2011 - 02.2013
B. TECH - Information Technology
Priyadarshini Engineering College
08.2006 - 05.2010
Higher Secondary Schooling -
T.M.K.V Government Higher Secondary School Kangeyanallur
08.2004 - 04.2006
Accomplishments
Technical Support Manager:
- Implemented a new incident management system that resulted in a 20% increase in first call resolution and a 15% reduction in average handle time.
- Developed and implemented a customer satisfaction survey program that improved overall customer satisfaction scores by 25%.
- Led a team of technical support representatives to achieve a 95% customer satisfaction rating, exceeding the company's target goal of 90%.
- Developed and delivered a comprehensive training program for new technical support representatives, resulting in a 50% reduction in onboarding time and an increase in first call resolution rates.
- Worked collaboratively with cross-functional teams to develop and launch a new product, providing technical support during the launch phase and ensuring a seamless customer experience.
- Implemented a new knowledge management system that increased the efficiency of support delivery by 30%, resulting in a significant reduction in support costs.
Technical Consultant in eG Innovations
- Implemented a new monitoring tool for a large enterprise customer(5000 Nodes), resulting in a significant improvement in the customer's ability to proactively manage and maintain their infrastructure in APAC, EMEA zones.
- Reduced the average resolution time for monitoring tool-related incidents by 25% through the development and implementation of new troubleshooting and diagnostic procedures.
- Successfully resolved a critical issue impacting a major customer's monitoring solution, resulting in the renewal of the customer's contract and a significant increase in customer satisfaction.
- Led the development and implementation of new monitoring tool features, resulting in increased customer adoption and improved product competitiveness.
- Provided technical guidance and support to customers during all phases of the monitoring solution implementation, including design, deployment, configuration, and ongoing maintenance and support.
Software
JIRA
FreshDesk
Advanced Excel
AWS - Cloud Computing
Hypervisors (VMware, Nutanix, VDI)
API(Rest & POST)
Video KYC
MIS
SDLC
ITIL
Project Management
Synthetic Monitoring
Unser Experience Monitoring
Windows, Linux
Docker, Kubernetes, Micro services