Sasikumar Ramakrishan
Bengalaru
Summary
Focused Customer Success Senior Manager bringing 16+ years of experience supporting organizational efforts in uniquely challenging locations. Dedicated to strategic planning and delivery of large-scale objectives, while maintaining highest levels of integrity and respect. Adept at facilitating attainment of complex goals in environments ranging from third-world to war-torn countries. Highly skilled in Implementing the SOC product & processes.
Overview
17
17
years of professional experience
Work History
Senior Manager, Customer Services
Netsurion Technologies
Bengalaru
01.2017 - 10.2023
- Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
- Provided customer service to clients through phone and email communication.
- Identified security threats, vulnerabilities and potential malicious activities through log analysis.
- Developed and implemented strategies to detect emerging cyber threats.
- Monitored network traffic for suspicious activity using SIEM tools such as Managed XDR
- Performed incident response and root cause analysis on security incidents.
- Installed firewalls, intrusion detection systems, anti-virus software and other security measures to protect networks from outside attacks.
- Analyzed logs from various sources including web servers, application servers, databases, IDS and IPS systems. for possible security breaches.
- Developed customer relationships and ensured satisfaction with services.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Assisted customers with placing orders, answering questions about products, pricing, availability, product uses and credit terms.
Technical Support Lead
Prism Networks Private Limited
Bengalaru
03.2008 - 01.2017
- Provided technical guidance and training to new members of the team.
- Mentoring and Managing the Technical support Team & Handling technical support requests.
- Provide on-site consultation and training on EventTracker.
- Provide pre-sales technical support to external customers, resulting in more productive sales.
- Monitored network traffic for suspicious activity using SIEM tools such as Managed XDR
- Performed incident response and root cause analysis on security incidents.
- Prepare presentations and training documents for EventTracker.
Interacting with Engineering and testing team and liaising between them - Updating team with any latest developments on the product and the enhancements implemented.
- Developed and implemented technical support processes to improve customer service.
- Monitored the performance of all team members, providing feedback and coaching as needed.
- Resolved complex customer issues in a timely manner.
- Analyzed system logs and identified potential problems or areas for improvement.
Technical Support Engineer
E4E Business Solutions India Private Limited
Chennai
07.2007 - 01.2008
- Remote Deployment and configure Symantec Antivirus corporate edition and Symantec Endpoint server over multiple enterprise networks.
- Firewall logs analysis and network audit during any virus outbreaks.
- Analyzing Loadpoint logs, identify potential viruses, and track them with the liaison team.
- Replicating the customer environment on VMWare server for pre deployment validations.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
Senior Technical Support Executive
Sutherland Global Services
Chennai
10.2006 - 07.2007
- Provided technical support to customers, resolving complex issues and escalating when necessary.
- Developed and implemented strategies for improving customer service quality standards.
- Created user accounts, assigned privileges, and monitored usage of resources.
- Performed troubleshooting on hardware and software applications in a timely manner.
- Resolved customer complaints quickly and efficiently while maintaining high levels of customer satisfaction.
- Provided remote technical assistance using remote access tools such as GoToAssist or TeamViewer.
Education
B.E (Computer Science Engineering) - Computers
JJ COLLEGE OF ENGINEERING
Tamilnadu11.2000
Skills
- Data Security
- Threat Intelligence
- Project Implementation
- Project Planning, Deployment, Integrations, Fine Tuning
- Regulatory Compliance
- Managing Security Breaches
- Threat Hunting
- Disaster Recovery
- Client Relationship Management
- Teamwork and Collaboration
- Account Management
Affiliations
- I have received Many excellence award for my customer service, SOC Implementations & Demo provided for the SOC Product.
Timeline
Senior Manager, Customer Services
Netsurion Technologies
01.2017 - 10.2023
Technical Support Lead
Prism Networks Private Limited
03.2008 - 01.2017
Technical Support Engineer
E4E Business Solutions India Private Limited
07.2007 - 01.2008
Senior Technical Support Executive
Sutherland Global Services
10.2006 - 07.2007
B.E (Computer Science Engineering) - Computers
JJ COLLEGE OF ENGINEERING
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