Playing guitar, Playing drums, Song writing, Cricket
Saurav Patoa
Sr. Support Services Manager/Critical Situation Manager
Bengaluru
Summary
Support Services Manager with 12+ years of experience in customer-facing roles like Technical Support, Escalation Management and Technical Account Management. Noted for skills in problem solving, customer handling, account and relationship management for Premier/Priority accounts.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Sr. Support Services Manager/Critical Situation Manager
Citrix / Cloud Software Group
Bangalore
07.2021 - Current
- Responsible for prioritizing and streamlining agenda in a high priority situation/call involving multiple stakeholders while maintaining the Service Level Targets.
- Coordinate between cross-functional teams like Support, Consultants, Engineering, Sales and Account management etc. to address critical situations.
- Lead business communication that involves interacting with and sending periodic communication to Senior leadership including C-level in case of a high visibility/severity situation both internally as well as to the customer stakeholders.
- Collaborate with technology partners (i.e VMware, Microsoft, Nutanix etc.) to resolve critical product issues.
- Expertise in communicating complex topics in a clear and concise manner to different tiers of audience.
- Responsible to hold postmortem to help improve the service, process and product.
- Exposure to Citrix virtualization, Identify Manager, Networking and other products in the portfolio comprising the digital workspace.
- Actively involved in the hiring and onboarding process of new SSM/CritSit managers and created comprehensive training plans with post-training guidance/ feedback.
- Worked on projects that involved streamlining of Escalation Management team resources into a unified location for easy access during critical/escalated situations.
- Streamlined internal processes for improved team productivity and client satisfaction.
Technical Support Engineer Level 2
VMware
03.2016 - 06.2021
- Experienced in installing, configuring and troubleshooting VMware WorkSpace One Unified Endpoint manager (MDM), Horizon ,Identity Manager and Okta IDP.
- Working knowledge SAML, Open ID, Database, API, VPN, LAN, WAN technologies and SSL.
- Worked as a dedicated Premier Services Escalation point for big bet accounts.
- Been instrumental in handling customer escalations and collaborating with field team (account/sales/CSM).
- Handled Support Account Management tasks in this role for Australia and New Zealand accounts.
- Led hiring drive and several knowledge transfer sessions for the team. Demonstrated presentation skills in customer-facing events.
Technical Support Sr. Associate
Dell International Services
Bangalore
04.2012 - 01.2016
- Worked as a Support Analyst for the client AXA US
- Handling issues related to VMware Workspace ONE for Dell Enterprise customers. The modules include - MDM, App management, Identity manager, Okta, Cert/Auth, Tunnel, iOS, Mac.
- Managed mission critical accounts of DELL.
- Strategize and assist customer to deploy MDM infrastructure.
Support Associate
Mphasis, Bank Of America
Bangalore
09.2011 - 03.2012
- Worked as a support associate for the client Bank of America.
- Handle client requests through ticketing tool and resolve issues related to accounts, Client Applications and software
- Assist client in resetting AD passwords and domain lockout
- Monitor servers and alert internal team of any breakdown of service/components.
Education
Bachelor of Technology -
Gandhi Institute Of Engineering And Technology
07.2007 - 05.2011
Skills
Account and Escalation Management
Certification
VCP - Digital Workspace 2019
Additional Information
- Got an opportunity to work directly on site with clients in Australia, along with executive management team from VMware and customer side.
Interests
Timeline
Sr. Support Services Manager/Critical Situation Manager
Citrix / Cloud Software Group
07.2021 - Current
Technical Support Engineer Level 2
VMware
03.2016 - 06.2021
Technical Support Sr. Associate
Dell International Services
04.2012 - 01.2016
Support Associate
Mphasis, Bank Of America
09.2011 - 03.2012
Bachelor of Technology -
Gandhi Institute Of Engineering And Technology
07.2007 - 05.2011
VCP - Digital Workspace 2019
VMware Specialist - Workspace One UEM 2020
VMware Workspace One Expert
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