Raghunath Ramesh
Nottingham
Summary
Highly accomplished and proactive professional with 4+ years of experience in incident response management, complex escalation handling, and customer support, Adept at translating complex information for executive decision-making and optimizing operational workflows to mitigate security and brand risks.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Specialist
Google
03.2025 - 06.2025
- Developed and optimized to automate configuration, data collection, and diagnostics for research-grade smartwatches used in experimental trials.
- Collaborated with research scientists and engineers to integrate sensor data into custom Linux-based wearable systems.
- Implemented robust logging and error-handling routines to ensure accurate monitoring and minimal downtime during field deployments.
- Contributed to the development pipeline of wearable firmware, supporting software-level customization and device provisioning at scale.
Cloud Tech Support Engineer( Escalation Lead)
Accenture
10.2022 - 05.2023
- Utilized ServiceNow as a primary tool for structured escalation management, ensuring timely logging, tracking, and resolution of high-priority user and system-related issues.
- Ensured strict compliance with industry regulations and implemented security best practices, playing a direct role in risk mitigation.
- Developed and maintained comprehensive documentation for cloud operations procedures, enhancing knowledge transfer and facilitating swift decision-making during critical incidents.
- Commanded the diagnosis and resolution of complex technical incidents impacting cloud infrastructure, leading rapid troubleshooting efforts to restore service and minimize downtime, acting as a key player in incident response management.
Senior Tech Support Engineer (Escalation Lead)
CSS Corp
12.2020 - 10.2022
- Served as a primary Escalation Point providing 24x7 incident management and support to US customers, expertly de-escalating sensitive and high-consequence technical issues through empathetic and clear communication via chat, phone, and remote sessions.
- Owned the end-to-end incident lifecycle for critical cases, defining action plans, and driving investigation and resolution while consistently keeping customers and management updated through executive-level communications.
- Significantly reduced the volume of recurring escalations by identifying root causes and implementing effective solutions, demonstrating a proactive approach to workflow optimization and preventative incident management.
- Acted as a crucial liaison, translating complex user-reported issues and scenarios into actionable feedback for development teams, bridging communication gaps between external users and internal stakeholders.
Customer Service Executive
Wickes
10.2023 - 03.2025
- Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction.
- Offer guidance on home improvement projects and suggest suitable products and solutions.
- Managed all complex complaints, issues and problems to maintain customer satisfaction.
Intern
Reserve bank
12.2019 - 03.2020
Education
Master of Science - Cyber Security
Nottingham Trent University
12.2024
B.Tech - Information Technology
Sri Krishna College of Technology
12.2020
Skills
- Active Directory
- RDP
- Infrastructure planning
- ITIL
- Python
- Network fault investigations
- Kali Linux
- SQL
- Security audits
- Autopsy
Certification
- Cisco CCNA : Network Fundamentals and Access
- Cisco certified Support Technician (CCST)
- AWS Administration: Security Operations
- AWS Certified Cloud Practitioner : Security and Compliance
- Cisco Certified CyberOps Associate : Security Concepts
- Cisco Network Security: VPN
- ServiceNow IT Leadership Professional Certificate
- Cybersecurity Foundations: Governance, Risk, and Compliance (GRC)
- Intermediate Endpoint Security
- Business English Certificate (BEC)- Cambridge University
- Introduction to CyberSecurity- CISCO Networking
- ZOHO Creator
- Elastic Compute Cloud (EC2)- AMAZON Big Data
- Big Data - Cognitive Class
- Python - Cognitive Class
- R Programming - Cognitive Class
Accomplishments
- Awarded as a STAR PERFORMER and BLOOMING STAR for performing at the budding stage of carrier at CSS CORP.
- Won The HI-FLYER AWARD for performance beyond the call for duty FY 2022-23.
- Congratulated by Management and client for the extraordinary handling in tickets.
Timeline
Technical Specialist
Google
03.2025 - 06.2025
Customer Service Executive
Wickes
10.2023 - 03.2025
Cloud Tech Support Engineer( Escalation Lead)
Accenture
10.2022 - 05.2023
Senior Tech Support Engineer (Escalation Lead)
CSS Corp
12.2020 - 10.2022
Intern
Reserve bank
12.2019 - 03.2020
Master of Science - Cyber Security
Nottingham Trent University
B.Tech - Information Technology
Sri Krishna College of Technology
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