Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Affiliations
Certification
Languages
Generic
Ponmani Tamilselvan

Ponmani Tamilselvan

Bengaluru

Summary

Customer Service Lead with 15+ years of experience in improving customer satisfaction and team efficiency. Expertise in AI-driven support systems and omnichannel communication. Successfully reduced customer churn by 20% while leading a team of 10 representatives, achieving top industry NPS and CSAT scores.

Overview

15
15
years of professional experience
1
1
Certificate

Work History

Applications Engineer Sr Staff

Black Duck Software
Bangalore
10.2024 - Current

Directed a team of 10 in technical support, achieving significant service enhancements.
Facilitated coaching and mentoring initiatives to elevate team capabilities.
Supervised work queue management, ensuring efficient handling of support requests.
Monitored metrics trends to refine strategies and boost KPI performance.

Applications Engineer Staff

Synopsys Software Integrity
Bangalore
11.2020 - 09.2024

Delivered technical support for application security suite features such as SAST, SCA, and IAST.
Engaged with global customers to address inquiries and troubleshoot issues.
Acted as DSE for enterprise clients, optimizing user experience and satisfaction.
Managed integrations to streamline security processes and enhance functionality.

Senior Designer

Visteon Technical services private limited
Chennai
10.2017 - 11.2020

Established methodologies and policies for organization-wide static analysis in C, C++, and Java.
Developed continuous integration strategies to enhance static analysis effectiveness.
Set standards and checkers to ensure rigorous static analysis processes.
Managed vendor relationships, specifically with Coverity, to optimize tool utilization.

Senior Software Developer

Sapiens Technologies India private limited
Bangalore
07.2015 - 10.2017

Executed full design, development, and unit testing cycle for Loans, Vesting, and Moves modules using C++ in electronic retirement services software.
Managed a team of 3 to ensure effective task allocation and timely software deliverables.

Software Engineer

Cerner India Health services private limited
Bangalore
02.2015 - 07.2015

Similar to Siemens (project obtained by Cerner).

Senior Systems Engineer

Siemens Technologies private limited
Bangalore
09.2013 - 01.2015

Delivered enhancements to clinical documentation within electronic health care information system through thorough analysis and development.

Project Engineer

Wipro Technologies India
Bangalore
10.2010 - 09.2013

Engineered Windows driver for large-format printers using C++.
Participated in sprint estimation and review meetings to enhance workflow efficiency.
Conducted peer reviews to uphold best practices in coding standards.

Education

PMP Project Management Professional -

Project Management Institute
Chennai, India
08.2019

Bachelor of Technology - Information Technology

Anna University, Jeppiaar Engineering College
Chennai, India
04.2010

Skills

  • Agile project management and Scrum
  • PMO leadership
  • Coding standards compliance
  • Churn prediction strategies
  • Voice of customer analytics
  • Salesforce expertise
  • Escalation process design
  • Service level agreement management
  • Customer support excellence
  • C, C programming
  • SQL - Database - Postgres
  • Application security practices
  • Linux administration
  • Kubernetes orchestration
  • Docker containerization
  • CI/CD implementation

Accomplishments

    Best campus recruit, Wipro

    Excellence Award Sapiens

    Integrity Award Q2 2022, Synopsys

    Growth catalyst Q3 2025 Black Duck

Timeline

Applications Engineer Sr Staff

Black Duck Software
10.2024 - Current

Applications Engineer Staff

Synopsys Software Integrity
11.2020 - 09.2024

Senior Designer

Visteon Technical services private limited
10.2017 - 11.2020

Senior Software Developer

Sapiens Technologies India private limited
07.2015 - 10.2017

Software Engineer

Cerner India Health services private limited
02.2015 - 07.2015

Senior Systems Engineer

Siemens Technologies private limited
09.2013 - 01.2015

Project Engineer

Wipro Technologies India
10.2010 - 09.2013

PMP Project Management Professional -

Project Management Institute

Bachelor of Technology - Information Technology

Anna University, Jeppiaar Engineering College

Affiliations

  • Top-rated TSE in CSAT for three consecutive years in app sec tech support
  • Coached the team to reduce TTR, backlog, and increase the technical competency
  • KCS coach enhancing the knowledge base of global support

Certification

  • Project Management Professional
  • Certified Scrum Master
  • Certified Kubernetes Administrator
  • KCS v6 Practices Certification

Languages

Tamil
First Language
English
Proficient (C2)
C2
Ponmani Tamilselvan