Sanjeeve Vellingiri

• One of two project managers managing 6 teams of 70 technologists/support team supporting products of one of top 5 providers of UCaaS systems (Unified Communications ) in US
• Collaborate with other support teams and drive engagement of other skills and resources as needed to resolve customer problems
• Developing standard operating procedures to increase effectiveness of support provided by team and drive customer first mindset.
• Conduct timely 1-1 session with leads/SMEs/engineers to identify challenges and make corrective actions
• Responsible for hosting timely meetings with client/internal stake holders till AVP/business head to discuss weekly/monthly/quarterly team's performance
• Making decisions and provide directions related schedules, time off requests, candidate selection interviews, training, any new process to be implemented based on client's need and reviewing/calibrating KRA/KPI as needed.

• Responsible for overseeing day-to-day operations of team of 15 support engineers.
• Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties
• Responsible for reviewing daily reports to identify key areas and take corrective measures
• Developed and implemented plans to prevent areas of inefficiency
• Responsible for monitoring call/chat/email queues closely to manage day to day volume in efficient way along with WFM team.
• Have frequent one on one session with Engineers to identify
  challenges and make corrective actions
• Responsible for hosting weekly operations call with client to
  discuss weekly team's performance
• Responsible for technical case audits and coaching engineers
  whenever required
• Responsible for training and mentoring new team members
  Consistently meets and exceeds daily team performance goals with
  attention to detail
• Help team with cases whenever they are stuck in terms of
  troubleshooting and take over the call to continue troubleshooting if required
• Have functioned as On Call/Duty Manager and handled escalation
  calls

• Worked for ShoreTel (now Mitel), one of largest providers of cloud, premises-based and hybrid business telephony and unified
  communications (UC) solutions
• Responsible for providing technical support to customers and
  partners via email, chat or voice
• Access T1 routers, voice switches remotely to troubleshoot customer's voice network, identify DHCP, VLAN or any other issues and escalate/provide resolution
• Responsible for configuring and troubleshooting various UC products like call recording, conference bridge, email to fax, voicemail transcription, mobility, soft-phone, contact center
• Troubleshoot VOIP phones and voice network by performing and analyzing packet captures of network traffic, pull router logs, CDR to determine call quality and call completions issues

• Worked for Vonage and responsible for providing technical
  support to customers via email, voice or chat
• Responsible for troubleshooting SOHO networking
  devices, VoIP devices and Vonage's application

Key Achievements:

• Awarded as Performer of quarter for JFM 2013 and Idol for the
  month of October 2013
• Ranked always as one of top 10 performing support engineers.

• Implemented up-selling strategies, encompassing recommendation of selection of educational institute of their choice
• Established new customer accounts through perseverance, dedicated cold calling and exceptional service
• Got in to quality assurance team within short period of time from joining