Ramandeep Singh
Ludhiana
Summary
Results-oriented Support Manager offering 9 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. Tehnical Support Manager
Adobe
09.2022 - Current
- Worked closely with Enterprise customers and understand how their needs differ from self-serve or SMB segments. Tailor my approach to stakeholders with varied technical backgrounds and build trust by providing reliable and scalable solutions.
- Love collaborating. From Sales and Success to Product and Engineering, know how to partner cross-functionally to resolve issues and advocate for customer needs
- passionate about automation. stay up-to-date on industry trends and get excited about helping customers unlock value
- Deeply experienced in technical customer support for upmarket or Enterprise customers. spent 8+ years working in API support, SaaS environments, and consulting roles where solving complex technical challenges was the norm.
Technical Support Manager
American Express
09.2018 - 08.2022
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for in-bound call center.
- Developed and implemented training initiatives for new hires.
- Managed customer contact center with 13 support representatives.
- Have strong technical acumen. can confidently read logs, debug highly technical workflows, and interpret error messages. Comfortable navigating the backend of systems and can troubleshoot issues that go far beyond surface-level symptoms.
- Understand how webhooks, APIs, and authentication schemes work. Can explain these concepts to both technical and non-technical stakeholders and aren’t afraid to dive into a payload or script to figure out what’s wrong
Technical Support Consultant
Genpact
08.2016 - 09.2018
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Generated reports to track performance and analyze trends.
Education
Bachelor of Science - Computer Science
Ludhiana College of Engg
Ludhiana04-2014
Diploma in Computer Science - Computer Science
L.L.R.M. Polytechnic College
Punjab04-2011
Skills
- Technical support understanding
- Process design
- Leading team meetings
- Records management
- Lean / six sigma
- Flexible and adaptable
- Team management
- Excellent communication
- Time management
Certification
- ACE - Adobe Certified Expert
- CPM - Certified Professional Manager
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Punjabi
Bilingual or Proficient (C2)
Timeline
Sr. Tehnical Support Manager
Adobe
09.2022 - Current
Technical Support Manager
American Express
09.2018 - 08.2022
Technical Support Consultant
Genpact
08.2016 - 09.2018
Bachelor of Science - Computer Science
Ludhiana College of Engg
Diploma in Computer Science - Computer Science
L.L.R.M. Polytechnic College
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