Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

Rahul Uppal

Sr Technical Support Manager
Pune

Summary

The firsthand experience with own startup has increased understanding of the pivotal role customers play in any organization.

Results-oriented IT professional with over 22 years of experience in Technical Support, Customer Escalations, Team Management, Sales and Project Management. Proven track record of delivering exceptional customer service, resolving complex technical issues, and leading high-performing teams to achieve organizational goals. A strategic thinker with a keen focus on optimizing processes and driving efficiency. Skilled in project planning and execution, ensuring timely delivery of solutions. Recognized for the ability to navigate challenging situations, build collaborative relationships, and provide innovative solutions. Adept at fostering a positive team culture while maintaining a customer-centric approach. Seeking opportunities to leverage extensive experience and leadership skills in driving success in Technical Support . Driven Business Development Executive with career history in multi-state distributed businesses and proven skill in hiring, developing and retaining high-performance teams. Motivating leader with strengths in building strategic relationships to support key business initiatives. Highly skilled in change management, management transition, and merger integration. Offering excellent interpersonal and communication skills and experience managing matrixed organizations. Determined Business Owner with commitment to excellence and more than [Number] years of experience. Effective collaborator promoting [Skill] and [Skill].

Overview

17
17
years of professional experience
6
6
years of post-secondary education
4
4
Certifications

Work History

CEO

Tevince
07.2020 - Current
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
  • Established foundational processes for business operations.
  • Addressed employee and managerial concerns and implemented corrective actions to promote compliance.
  • Developed innovative sales and marketing strategies to facilitate business expansion.
  • Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.

Head of Business Development

Sagacity Software
08.2019 - 06.2020
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
  • Collaborated with sales and marketing departments to support client acquisition.
  • Implemented innovative business development strategies to increase customer base and expand market share.
  • Created cross-functional teams to promote consistent brand messaging, demand-generation programs and sales tools.

Director operations and Project Management

OpenSum Technologies
11.2018 - 07.2019
  • Worked closely with organizational leadership to guide operational strategy.
  • Oversaw operations and provided corrective feedback to achieve long-term goals.
  • Developed and initiated projects, managed costs, and monitored performance.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Met project deadlines without sacrificing build quality or workplace safety.


Senior Manager - Support

BMC Software
12.2006 - 10.2018
  • Led Technical Support, IT Support, Global Service Desk and Cloud Infrastructure Support teams.
  • Managed Teams with 40+ support representatives working 24/7, covering all regions globally.
  • Tracked KPIs and created continuous improvement plans.
  • Increased customer satisfaction ratings from 60% to 95% for application support.
  • Developed & monitored escalation processes to ensure that SLAs are achieved.
  • Built and maintained relationships with customers to increase customer loyalty and satisfaction.
  • Attended calls and addressed their support and product concerns from management level perspective.
  • Collaboration with Cross Functional Teams, Provided feedback on product or service improvements to better meet customer needs and expectations.
  • Led various projects like Skype Migration, Jira and Confluence implementation, Chat Support project.
  • Spearheaded employee development initiatives through Trainings for their development and growth.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale

Technical Support Executive

FCS
  • Oversaw troubleshooting, technical issue resolution for customers.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Quality Analyst

Convergys
  • Developed and maintained quality assurance procedure documentation.
  • Monitored Calls and Incidents documentation and gave feedback to team.
  • Provided regular updates to team leadership on quality metrics by communicating support deficiencies.
  • Defined and implemented quality initiatives to improve customer satisfaction

Technical Support Analyst

HP Invent
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Technical Support Executive

Wipro Spectramind
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Technical Support Analyst

Ienergizer
  • Managed high levels of email tickets flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.

Assistant System Administrator and Corporate Faculty

NIIT
  • Diagnosed and resolved hardware and software issues.
  • Maintained current software licenses for computers and mobile devices.
  • Planned and implemented upgrades to system hardware and software.
  • Taught Basic Windows and MS Office to NIIT customers like PSCI

Education

Bachelor of Science - Science

MMH College
Ghaziabad
08.1997 - 08.2000

3 Year - GNIIT IT Diploma -

NIIT
Ghaziabad
08.1997 - 08.2000

Skills

    Technical Support

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Certification

Certified Support Manager from Service Strategies

Personal Information

Date of Birth: 10/14/80

Timeline

CEO

Tevince
07.2020 - Current

Head of Business Development

Sagacity Software
08.2019 - 06.2020

Director operations and Project Management

OpenSum Technologies
11.2018 - 07.2019

Senior Manager - Support

BMC Software
12.2006 - 10.2018

Bachelor of Science - Science

MMH College
08.1997 - 08.2000

3 Year - GNIIT IT Diploma -

NIIT
08.1997 - 08.2000

Technical Support Executive

FCS

Quality Analyst

Convergys

Technical Support Analyst

HP Invent

Technical Support Executive

Wipro Spectramind

Technical Support Analyst

Ienergizer

Assistant System Administrator and Corporate Faculty

NIIT
Rahul UppalSr Technical Support Manager