Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic
Rohit Kulkarni

Rohit Kulkarni

Pune

Summary

Results-oriented Technical Support Manager with a proven track record of leading high-performing teams to deliver exceptional customer service and technical support. Adept at implementing and optimizing support processes to enhance efficiency and customer satisfaction. Possess strong leadership skills, excellent problem-solving abilities, and a deep understanding of technical support operations. Proven ability to manage and motivate teams to achieve and exceed performance targets. Skilled in developing and maintaining positive relationships with both internal and external stakeholders. 16 + Years of experience in IT Support, 8+ Years of experience leading various technical teams. Expertise in managing teams providing global support to both SaaS and on prem customers across various geographies maintaining a high Csat 95% and NPS 75%. Vast experience maintaining a multi-platform IT Infrastructure entailing servers, and Cloud environments. Expertise in Stake holder Management, Client handling, Escalation management, Problem Management. Proficient in managing teams providing Application Support/Product Support/Technical support/ IT operations. Received awards & accolades on for excellent performance like: Impact Award from SunGard AS, Best Support Engineer Award Convergys, All Star Trainer Award & accoladed for developing SMEs at Convergys, MVP Award BMC.

Overview

12
12
years of professional experience
11
11
Certifications

Work History

Manager Technical Support

BMC Software India Pvt. Ltd.
Pune
11.2019
  • Managing 2 products and teams of 13 Technical Support Analyst; delivering support solely across 3 geographies APAC, EMEA & Americas
  • Addressing & steering customer escalations, support, and product related complaints; identifying major ticket generators and driving problem management
  • Managing and maintaining a high Csat and NPS scores
  • Driving knowledge management within team to improve self-solve rate within the customers; conducting weekly 1:1 with team mates to review performance and coach/mentor team member
  • Identifying weekly/monthly/quarterly trends to drive continuous improvement; reviewing weekly & monthly reports and implying corrective actions to achieve monthly targets
  • Conducting weekly meetings with Engineering and support staff to drive product & support excellence; analyzing process workflows, identifying process gaps, and implementing necessary changes
  • Performing headcount analysis and managing the staffing and hiring process
  • Establishing yearly Goals/KPIs for the team along with measurement parameters
  • Conducting quarterly business reviews for select customers and internal stake holders
  • Managing Customer escalations and driving them to resolutions
  • Leading cross functional collaborations across different operations group
  • Driving various India level initiatives & Projects which has impact across various support groups.

Assistant Manager- Service Management

SunGard AS / SunGard AS, LLC
01.2012 - 11.2019
  • Led & mentored team of 18 Service Delivery Managers for managing a 650 Customer Accounts or Logos; drove all Service Delivery related issues in terms of servers, network, virtualization & cloud; coordinated project functions and ensured timely execution of projects as per SLAs
  • Provided subject matter expertise and support during systems upgrades, installations and conversions; addressed management & customer escalations, analyzed RFOs and suggested preventive actions
  • Checked various dashboards to ensure on time delivery by Service Managers
  • Participated in Quarterly Business Reviews for high MRR customers and formulated business strategy; organized weekly meetings and reviewed scores; checked & approved time sheets and expense reports; reviewed IT Service Policies; conducted weekly 1:1 with Service Delivery Managers
  • Performed retention analysis and drove customer retention
  • Superintended yearly, and midyear appraisal; administered entire hiring process and conducted interviews; imparted performance management & training to staff; supported team during disaster recovery and planning
  • Projects: Datacenters Decommission, Backup Audit, Cisco Firewall Upgrade, SEPM Upgrade, Load Balancer License Upgrades
  • AWS/HPC (Service delivery SPOC), Infrastructure recovery, Platform Recovery.

Team Lead -Technical Operations Center

SunGard AS / SunGard AS, LLC
04.2016 - 04.2018
  • Led a team of 17 Windows/UNIX; monitored Engineers for management of Technical Operations Centre
  • Administered functions like maintenance of shift roster, leave records & shift allowance data, performance appraisals and mid-term appraisals for direct reports and new hire training; mentored engineers on technical and process related queries
  • Resolved customer escalations, performed RCA for all escalations and provided preventive measures
  • Maintained dashboards/trackers, prepared various reports; performed process gap analysis and took corrective action; conducted team meetings & presented team scores.

Senior/Specialist Systems Engineer

SunGard AS / SunGard AS, LLC
01.2012 - 04.2016
  • Worked as a part of Tier 3 Team to manage escalations from Tier 1 & 2 Engineers; provided root cause analysis and performed problem management on re-occurring issues; managed requests tickets and provided inventory and other details to the customer
  • Performed the role of a Sever Support Engineer Windows and VMware; led troubleshooting of: OS, Hardware, System Performance, System Hangs, System Crash Issues and Service Failures
  • Process Behavior such as High CPU Utilization, Memory Leaks, Hangs
  • Windows Cluster, Vcenter, VSphere ESXi, VMotion, HA and DRS related issues
  • VSwitch and Distributed Switch related issues
  • Contributed in rebuilding & reconfiguring the servers in the event of a crash; performed patching of the servers and installation of hot fixes in a provided downtime window; assisted in installation and configure monitoring on the servers, troubleshooting & resolution of all issues related to monitoring or monitoring tools
  • Participated in DR site testing and validation activity for reputed clients; administered Antivirus Management (Symantec Endpoint Protection) troubleshooting, installation & configuration and resolved issues related to it.

Escalation Engineer- Microsoft Server Performance Team (SME)

Convergys
Pune
04.2010 - 01.2012
  • Managed Tier 1 Escalations Cases; performed DSAT Analysis Tech Reviews and provided action plans; imparted Process & Technical Trainings; mentored team members & rendered floor support
  • Performed the role of an Escalation / Server Support Engineer and Team Trainer; Performed troubleshooting on: OS, System Performance, System Hangs, all Printing Issues such as Spooler Crash, Spooler Hang
  • Process Behavior such as High CPU Utilization, Memory Leaks & Hangs
  • Windows Fax Servers & Service and WMI (Windows Management Instrumentation) Issues
  • Printing in Terminal Services Environment
  • DCOM Issues, Windows Installer, Application Installation, Service & Role Installation Failures
  • Terminal Services, Remote Desktop Services, Connection Broker
  • RD Gateway, Remote Apps, RD Web Access & Virtual Desktop Infrastructures Easy Print
  • Configured and analyzed Performance Monitor Logs and Poolmon Data; led installation & configuration of Print Servers; deployed Printers & MSI Applications by Group Policy.

Senior Officer - Technical Support

Maersk GSC Pvt. Ltd.
Pune
02.2008 - 02.2010
  • Provided technical support for Internal Maersk employees and applications.

Education

Integrated M.Sc. in Computer Science & Technology - undefined

Vel’s College of Science, Chennai, University of Madras

Skills

People Managementundefined

Certification

Manager Development Program

Personal Information

Date of Birth: 08/03/81

Timeline

Manager Technical Support

BMC Software India Pvt. Ltd.
11.2019

Team Lead -Technical Operations Center

SunGard AS / SunGard AS, LLC
04.2016 - 04.2018

Assistant Manager- Service Management

SunGard AS / SunGard AS, LLC
01.2012 - 11.2019

Senior/Specialist Systems Engineer

SunGard AS / SunGard AS, LLC
01.2012 - 04.2016

Escalation Engineer- Microsoft Server Performance Team (SME)

Convergys
04.2010 - 01.2012

Senior Officer - Technical Support

Maersk GSC Pvt. Ltd.
02.2008 - 02.2010

Integrated M.Sc. in Computer Science & Technology - undefined

Vel’s College of Science, Chennai, University of Madras

Similar Profiles

CREATE PROFILE
Rohit Kulkarni