Pramod Gilbert Mecaden
Technical Support Manager
Bangalore
Summary
Customer Service and Technical support manager with over 20 years of experience managing global support organizations within enterprise technology environments. Expertise in driving Tier 1 to Tier 3 support teams, overseeing 24/7 operations, and effectively managing high-severity incidents. Proven track record of enhancing key performance metrics such as NPS/CSAT, First Contact Resolution (FCR), Average Handle Time (AHT), Mean Time to Resolution (MTTR), and SLA adherence. Committed to fostering a customer-centric culture while elevating service quality and operational efficiency.
Overview
23
23
years of professional experience
1
1
Certificate
1
1
Language
Work History
Technical Support Manager
Omnissa
2023.01 - Current
- Improved MTTR by approximately 10% through troubleshooting optimization and escalation governance.
- Reduced aged cases (> 50 days) by 30%, improving backlog health.
- Increased support productivity by 18% using KPI dashboards, tracking utilization and throughput.
- Maintained a 90% CSAT across the region, and improved SLA adherence.
- Reduced invalid engineering escalations by 20%.
- Coordinating with Incident management, Engineering and Field teams for rapid incident resolution.
Manager – Customer Service & Licensing Support
Citrix R&D; India Pvt Ltd
2011.01 - 2022.01
- Led 15–25 member global support teams across licensing, billing, and customer operations.
- Improved NPS/CSAT from 72% to 83% through RCA-driven service improvements.
- Increased First Contact Resolution by 18%, and reduced AHT
- Reduced the support queue abandon rate by 5% through workforce planning.
- Increased team utilization from 72% to 85%.
Technical Support Expert
Dell International Services
2006.01 - 2011.01
- Delivered advanced hardware/software troubleshooting for global customers.
- Maintained 85%+ customer satisfaction scores in high-volume environments.
- Reduced repeat dispatch rates through improved diagnostics and documentation.
Senior Customer Service Associate
ICICI OneSource
2003.01 - 2006.01
- Managed customer service and outbound sales for the U.S. Banking clients.
- Consistently exceeded sales and service targets while mentoring junior associates.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
BBA - Business Administration And Management
Himalayan University
Arunachal Pradesh2022-06
Skills
Salesforce
Siebel
Jira
Certification
Lean Six Sigma Green Belt
Timeline
Technical Support Manager
Omnissa
2023.01 - Current
Manager – Customer Service & Licensing Support
Citrix R&D; India Pvt Ltd
2011.01 - 2022.01
Technical Support Expert
Dell International Services
2006.01 - 2011.01
Senior Customer Service Associate
ICICI OneSource
2003.01 - 2006.01
BBA - Business Administration And Management
Himalayan University
Languages
English
Hindi
Kannada
Tamil
Core Leadership Expertise
- Global Technical Support Operations
- Escalation & Incident Command (Sev1)
- Customer Experience (CSAT / NPS)
- FCR, AHT, MTTR & SLA Management
- Workforce Planning
- Operational Excellence
- Data Analytics & Reporting
- Backlog Reduction
- Talent Development
Certifications
Lean Six Sigma Green Belt (ID: SLLSSGBLVC17)