Pradeep Kumar Ramadasu
Bengaluru
Summary
Results-oriented Customer Support Team Lead with over 13 years of experience in leading high-performing support teams, managing escalations, and driving service excellence. Proven track record of enhancing customer satisfaction, streamlining support processes, and achieving SLA targets. Skilled in team leadership, cross-functional collaboration, and performance coaching. Adept at using data-driven insights to improve response times, reduce ticket volumes, and align support strategies with business goals. Seeking to step into a Customer Support Manager role to lead broader operational initiatives and elevate service delivery across the organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Team Lead (Manager Track)
Dover India Pvt Ltd
05.2023 - Current
- Led 30+ IT support professionals, overseeing SLA-driven support and service delivery.
- Implemented agent training programs to improve first-call resolution and customer satisfaction.
- Conducted performance reviews, incident audits, and feedback sessions to ensure continuous improvement.
- Managed post-implementation support and streamlined live call operations.
- Facilitated performance planning and stakeholder discussions through monthly scrum calls.
Team Lead
Virtusa Consulting Pvt. Ltd.
04.2022 - 04.2023
- Supervised a team of 50+ agents, driving KPI achievements and operational compliance.
- Acted as Incident Manager for escalations, performing root cause analysis and service restoration.
- Collaborated with QA to enhance agent capabilities and service quality.
- Delivered weekly KPI reports and ensured alignment with client expectations.
Senior IT Analyst
Infinite Computer Solutions
12.2019 - 12.2021
- Managed 30-50 support staff, improving ticket queue management and response times.
- Standardized troubleshooting methods and increased overall service reliability.
- Conducted data analysis and created performance reports to inform process enhancements.
Team Lead
Vibra Technosys Pvt Ltd
01.2016 - 01.2018
- Led a team of 30+ IT agents, conducting performance audits and technical coaching.
- Improved service delivery through enhanced call handling and escalation processes.
Senior Software Engineer
Tech Mahindra
01.2016 - 12.2016
- Managed secure file transmissions and compliance using GFT and encryption tools.
- Delivered 24x7 support for QA and production environments.
Tech Associate
BA Continuum India Pvt. Ltd.
01.2011 - 12.2015
- Diagnosed and resolved hardware/software issues and supported FTP/SFTP transfers.
- Maintained technical documentation and improved knowledge base accuracy.
System Administrator
PC-World Computers Pvt. Ltd.
01.2009 - 12.2011
- Maintained system infrastructure, reduced downtime, and improved IT asset utilization.
- Drove continuous improvement of IT governance processes.
- Completed reports detailing network and systems performance and downtime issues.
Technical Support Associate
Dell International Pvt. Ltd.
01.2008 - 12.2009
- Provided hardware/software support for Dell products and maintained resolution logs.
Education
Bachelor of Engineering - Electronics & Communication Technology
MGM College of Engineering
NANDED , MAHARASHTRA01.2007
Skills
- IT Support & Service Management
- Incident & Escalation Management
- Process Improvement & Workflow Optimization
- Team Leadership & Performance Coaching
- Customer Satisfaction & Stakeholder Engagement
- KPI Reporting & Root Cause Analysis
- Technical Troubleshooting & Resolution
- Remote & Onsite Technical Support
- Employee training
- Performance audits
- Strategic planning
- Employee engagement
- Quality control
Personal Information
Certification
- ITIL Foundation Certification
- Value-Based Leadership - People's Management (Expected 01/01/25)
- Process Improvement & ITSM Training
Timeline
Team Lead (Manager Track)
Dover India Pvt Ltd
05.2023 - Current
Team Lead
Virtusa Consulting Pvt. Ltd.
04.2022 - 04.2023
Senior IT Analyst
Infinite Computer Solutions
12.2019 - 12.2021
Team Lead
Vibra Technosys Pvt Ltd
01.2016 - 01.2018
Senior Software Engineer
Tech Mahindra
01.2016 - 12.2016
Tech Associate
BA Continuum India Pvt. Ltd.
01.2011 - 12.2015
System Administrator
PC-World Computers Pvt. Ltd.
01.2009 - 12.2011
Technical Support Associate
Dell International Pvt. Ltd.
01.2008 - 12.2009
Bachelor of Engineering - Electronics & Communication Technology
MGM College of Engineering
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