Raghunandan Raju
Solutions Architect
Bangalore
Summary
Resourceful Solution Architect with 10+ years of customer relationship management and implementation support. Highly skilled in managing database performance and upgrades for ongoing efficiency and achievement of corporate objectives. Excellent communication skills and extensive experience working with clients and partners. Meticulous SA maintaining highly functional digital systems for uninterrupted workflows and consistent productivity. Oversees routine maintenance checks and software update schedules to reduce network downtime and likelihood of security compromises. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Solution Architect
Akamai Tech Ltd
Bangalore
08.2018 - Current
- Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
- Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.
- Conducted research to evaluate systems design and process efficiency.
- Presented roadmap and technology infrastructure to customers, demonstrating deep familiarity with APIs, platform infrastructure, security and integration capabilities.
- Developed and delivered technical training designed to enable and educate customer on Akamai Products.
- Managed project scope, schedule, status and documentation.
- Collaborated with designers and developers to deliver on-brand content in alignment with brand vision.
- Utilized analytics and site metrics to determine areas of improvement.
- Defined cloud architecture for both hybrid and non-hybrid cloud solutions for 2 of major broadcasting company from NA.
- Displayed sound understanding of standard networking protocols, virtual networks and load balancing.
- Identified and remediated single points of failure and security risks.
- Generated revenue
Client Service Manager
Akamai Technologies
Bangalore
08.2017 - 08.2018
- Akamai is leading CDN and Security Product company that provides best customer service in industry
- Responsible for building customer relationships with partners and strategic customers, helping in pre and post-sales to onboard customer onto Akamai platform
- Helping Partners build better Portfolio and guide them to effective usage of Akamai resource
- Ensuring adherence to Customer service policies, Business Processes, and procedures by following protocol
- Prioritize customer relationships and have effective customer satisfaction survey
- Responsible to adhere Key Performance
- Indicators by utilizing Business Applications technologies and Analytical tools to address customer business Issues
- Current Project
- This initiative will help AMG and sales to analyze customer usage and perform proactive upsell to customer.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Took ownership of customer issues and followed problems through to resolution.
SENIOR ENGINEER (Team Lead)
IKYA
Bengaluru
04.2016 - 08.2017
- Huawei on payroll with Ikya, Raghunandan C Raju
- Appointed in charge of escalating customer service issues and analyze data to enhance service levels & boost productivity
- Addressing customer pain points including Escalation on different teams and closing gap
- Assist customers in educating them about product and making them self-serviceable
- Proactively try to perform upsell of New products and look at potential expansion Opportunities to see Revenue Growth
- Attaining effective customer support, customer satisfaction goals, and maintaining relationships
- Assisting sales and pre-sales team with identifying opportunities and engaging with Global field operations team with new prospects
- Drive customer and internal communication on any service incident and engage cross-functional teams for Root Cause Analysis (RCA)
- Driving Problem Resolution and RCA for any system incident resolution and provide Technical perspectives which meets customer expectations
- Work towards Cross-Functional Alignment to track strategic Cloud security deals
- Cloud, DevOps, Mobile, Business Process Management, and Hybrid Integration; Software, Cloud Services (IaaS, PaaS and SaaS)
Infra Analyst
Ust-Global Technology
Chennai
06.2014 - 04.2016
- Responsible for Monitoring and supporting cross-functional team in period of incident by adhering to Incident
- Management process
- Responsible to attain Incident Management Policy and provide effective solution to customer tickets
- Responsible to ensure support team attending to customer support process by effective usage of ITIL process like Incident
- Management, Change Management, Problem Management.
Senior Systems Analyst
Mach India Pvt. Ltd
Bangalore
09.2011 - 12.2013
- Utilized change management techniques to provide smooth transitions during new hardware and software introductions.
- Audited multi-system installations for conformance to business objectives, suggesting changes to meet performance thresholds.
- Analyzed proposed and extant systems for technological limitations and conformation with current technology needs.
- Documented ongoing system performance, verifying SLA metrics.
- Identified areas of possible system improvement to enhance overall business performance, accounting for budgetary concerns and business goals.
- Conducted interviews with potential clients to assess system performance needs, budgets and other factors.
Tech Ops Tech
JPMorgan Chase India Services Pvt. Ltd
Bengaluru
01.2007 - 09.2011
- Responsible for Servers, Mainframes, EMC storage, and Networking Devices maintenance and support
- Monitoring of servers, Mainframes, EMC storage, and Cisco network routers and switches
- Adhere to change management Policy to perform any changes provided by engineering
- Also responsible for reporting to Management on infrastructure health
- Responsible for monitoring Servers, Mainframes, EMC storage, NetApp storage, and raising incidents to support team
- Work on Solaris 10 servers to install their monthly patch upgrade and maintenance
- Responsible for daily backup of servers which may fail with auto backup using Netbackup
Education
Bachelor of Science - Physics
Bangalore University
India 06.2002 - 05.2005
Skills
Customer Service Management, Operations Management, Customer Relationship Management
Training & Mentoring, Event Organization, Process Improvement, Compliance, Documentation & SOPs, ProductManagement, Problem Management, Incident Management,, Google data studio, Certified Scrum Master, Certified Prince2Project Manager, MS Office, PowerPoint, KMDBAWS, CDN, LIVE streaming and On-demand streaming
Technical Support
Timeline
Solution Architect
Akamai Tech Ltd
08.2018 - Current
Client Service Manager
Akamai Technologies
08.2017 - 08.2018
SENIOR ENGINEER (Team Lead)
IKYA
04.2016 - 08.2017
Infra Analyst
Ust-Global Technology
06.2014 - 04.2016
Senior Systems Analyst
Mach India Pvt. Ltd
09.2011 - 12.2013
Tech Ops Tech
JPMorgan Chase India Services Pvt. Ltd
01.2007 - 09.2011
Bachelor of Science - Physics
Bangalore University
06.2002 - 05.2005