Ram Prasad
Bengaluru,KA
Summary
Dedicated and results-driven Support Account Manager with over 13 years of progressive experience in technical support, customer relations, and strategic account management. Expertise in VMware Cloud Foundation (VCF) solutions, achieved a 90%+ retention rate ensuring seamless support and driving value realization. Proven track record in leadership, escalation management, and delivering high customer satisfaction rates. Strong technical acumen combined with exceptional communication and relationship-building skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Support Account Manager
Broadcom
01.2024 - Current
- Provide technical guidance and best practices to enhance customer success with VMware Cloud Foundation products.
- Achieved VCP certification within 3 months and maintained a 90%+ customer retention rate within the first 9 months.
- Coordinate and lead regular meetings with clients to prioritize tasks and review support progress.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Support Service Manager
VMware
12.2018 - 12.2023
- Collaborated with cross-functional teams on projects aimed at improving overall customer experience within the organization.
- Led root cause analysis efforts, ensuring successful resolutions of high-priority incidents.
- Acted as the primary advocate for customer support experiences, managing critical situations and support requests.
- Established clear performance metrics and expectations for the support team, driving accountability and results-oriented focus.
Technology Support Specialist
Infosys BPM
04.2017 - 12.2018
- Reduced downtime by proactively identifying potential system problems and implementing preventive measures.
- Troubleshot complex technical issues effectively by drawing upon extensive knowledge of system architecture and industry best practices.
- Delivered ITIL-aligned support for high-priority cases, ensuring SLA adherence.
- Conducted training sessions for team members to align with evolving project needs.
Customer Support Engineer
Cisco
12.2014 - 03.2017
- Conducted regular training sessions for new hires to ensure consistent service levels across the team.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Partnered with customers, end-users and resellers to implement strategies and solutions.
- Developed comprehensive troubleshooting guides for common issues, resulting in quicker problem-solving for clients.
Technical Support Specialist
Sutherland Global
02.2013 - 11.2014
- Identified upselling opportunities while ensuring customer satisfaction.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Customer Service Officer
TransGen
06.2011 - 07.2012
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Education
Post Graduate Program - Project Management
University of Massachusetts Amherst
10-2024
MBA - Operations Management
Tamil Nadu University
01-2020
Bachelor of Arts - English
Tamil Nadu University
01-2017
High School Diploma -
SSVM
03-2008
Skills
- Account management
- Goals and performance
- Documentation and reporting
- Strategic planning
- Root Cause Analysis and Reporting
- Leadership and Team Coordination
Certification
- VMware Certified Professional (VCP) – DW/DCV/NV
- ITIL Foundation Certified
- AWS Solution Architect Associate
- Lean six sigma green belt
Timeline
Senior Support Account Manager
Broadcom
01.2024 - Current
Support Service Manager
VMware
12.2018 - 12.2023
Technology Support Specialist
Infosys BPM
04.2017 - 12.2018
Customer Support Engineer
Cisco
12.2014 - 03.2017
Technical Support Specialist
Sutherland Global
02.2013 - 11.2014
Customer Service Officer
TransGen
06.2011 - 07.2012
Post Graduate Program - Project Management
University of Massachusetts Amherst
MBA - Operations Management
Tamil Nadu University
Bachelor of Arts - English
Tamil Nadu University
High School Diploma -
SSVM
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