Sheldon Coutinho
Technical Account Manager
Udupi,
Overview
9
9
years of professional experience
Work History
Technical Account Manager
Webscale Networks
10.2023 - Current
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
- Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
- Established trust with clients by consistently delivering on commitments and providing transparent communication.
Cloud Engineer
Webscale Networks
10.2021 - 09.2023
- Used metrics to monitor application and infrastructure performance.
- Reduced server downtime by proactively monitoring cloud resources and addressing potential issues before they escalated.
- Identified, analyzed and resolved infrastructure vulnerabilities and application deployment issues.
- Assisted in migration projects from on-premises data centers to cloud environments, ensuring minimal disruption to business operations.
- Operate and support cloud infrastructure hosted in the AWS platform.
- Ensuring the security, availability, performance, and scalability of the infrastructure.
- Handling server patching and making sure all the packages are updated.
- Performing Security audits on the websites and generating audit reports for the same.
- Exposure to Docker and automation platforms, assisting in various deployment tasks.
Team Leader
Diya Systems
11.2018 - 09.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Training new joiners on Linux administration and Soft Skills
- Responsible for preparing the monthly roster and making sure SLA is met on a daily basis
- Monitoring technical team chats to ensure maintenance of technical skills and good customer service.
Linux Engineer
Diya Systems
05.2016 - 11.2018
- Troubleshooting server related issues
- Disk upgrades, Ram upgrades when necessary
- Hands on experience with cPanel/WHM and all it's tools
- Package management using yum and rpm utilities
- Configuring and installing applications with Lamp stack
- Performing backups using rsync, scp commands; also taking mysql backups using mysqldump commands
- Monitoring the load on the servers using top, ps commands
- Performing Nginx, Php, mysql upgrade on the servers
- Installing third party softwares like WordPress, Joomla etc
- Fixing issues related to WordPress, 5xx errors,, DNS, Email issues, theme/plugin conflicts, DB connectivity and basic website design queries
- Purchasing and installing SSL certificates on the domains
Education
Bachelor of Science - Computer Science
St Aloysius College
Mangalore 04.2001 -
Skills
ITIL framework
CRM software proficiency
Sales support
Cloud Infrastructure
Client onboarding
Decision-making
Pre-sales support
Team building
Organizational skills
Timeline
Technical Account Manager
Webscale Networks
10.2023 - Current
Cloud Engineer
Webscale Networks
10.2021 - 09.2023
Team Leader
Diya Systems
11.2018 - 09.2021
Linux Engineer
Diya Systems
05.2016 - 11.2018
Bachelor of Science - Computer Science
St Aloysius College
04.2001 -