Summary
Overview
Work History
Education
Skills
Certification
Disclaimer
Languages
Personal Information
Languages
Websites
Timeline
Generic
Sudhakar Rao S

Sudhakar Rao S

Hyderabad

Summary

Dynamic and dedicated Project Manager with a strong commitment to career growth and a passion for guiding teams toward success. Known for sound judgment and thoughtful decision-making, I excel at motivating and leading teams of up to 30 people, offering clear direction and strategic planning to see projects through to completion. Eager to take on new challenges, strong interpersonal skills, along with a solid work ethic. I’m ready to contribute, grow, and make a positive impact.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Scrum Master

ZeMoSo Technologies
Hyderabad
08.2020 - 08.2024
  • Oversee several Agile software development teams to ensure projects are completed on time and meet high standards of quality.
  • Facilitate daily stand-up meetings, plan and organize sprints, and lead sprint reviews and retrospectives.
  • Guide team members on Agile principles and best practices to boost productivity and strengthen collaboration.
  • Collaborate with Product Owners to define and prioritize the product backlog
  • Remove obstacles and resolve conflicts to keep the team focused and on track
  • Monitor team performance using Agile metrics and implement strategies for continuous improvement
  • Foster a culture of open communication, accountability, and continuous learning
  • Ensure effective communication and collaboration between cross-functional teams
  • Support team members in identifying and addressing challenges and opportunities for growth
  • Advocate for Agile methodologies and promote a positive, Agile-friendly environment within the organization
  • Coordinate with stakeholders to manage expectations and ensure alignment with business goals
  • Drive process improvements to enhance efficiency and quality of deliverables
  • Identify risks and develop mitigation plans to address potential issues proactively
  • Write detailed user stories to ensure clear requirements and smooth development processes
  • Conduct the team's capacity planning to optimize resource allocation and project timelines
  • Projects: Health Tech & Life Sciences Domain, US Healthcare Domain, HR Admin Domain, Fin-Tech Domain, Digital Payment Tech, Data Management and Analytics Domain, Crypto Trading & Investment, Finance & Accounting Automation Domain

Product Support Lead

Zenoti
Hyderabad
12.2019 - 04.2020
  • Lead and manage the maintenance project, ensuring timely resolution of critical bugs
  • Lead and Manage the team to provide chat and email support to end users, addressing their queries and issues promptly
  • Coordinate with the development team to identify, prioritize, and fix critical bugs
  • Monitor system performance and implement necessary updates to maintain stability and functionality
  • Maintain clear and effective communication with end users to understand their needs and provide appropriate solutions
  • Document bug reports, resolutions, and support interactions for future reference and continuous improvement
  • Ensure a high level of customer satisfaction by delivering efficient and reliable support services
  • Collaborate with cross-functional teams to enhance the overall user experience
  • Conduct regular reviews and assessments to identify areas for improvement in the maintenance process
  • Provide training and guidance to team members to ensure effective handling of support requests and bug fixes

Product Support & Delivery Manager

Pervacio India PVT LTD
Hyderabad
11.2015 - 12.2019
  • Acted as Product Support & Scrum Master for a software development project, focusing on critical bug fixes and providing chat and email support to end users
  • Led Agile software development teams, facilitating daily stand-ups, sprint planning, reviews, and retrospectives
  • Coordinated with development teams to identify, prioritize, and resolve critical bugs to ensure high software quality
  • Delivered responsive and effective chat and email support to end users, addressing their queries and resolving issues promptly
  • Managed the delivery of software solutions for diagnosing refurbished smartphones and wiping devices clean to ensure no residual user data
  • Collaborated with cross-functional teams to streamline the software development process and improve product features
  • Monitored and tracked project progress, ensuring timely delivery of high-quality software solutions
  • Developed and maintained documentation for bug reports, resolutions, and user support interactions
  • Trained and guided team members in handling support requests, bug fixes, and Agile practices
  • Ensured clear communication and collaboration between teams to meet project goals and enhance user experience
  • Conducted regular reviews to identify areas for process improvement and implement necessary changes
  • Maintained high customer satisfaction by delivering reliable support and effective software solutions

IT Analyst

DELOITTE SUPPORT SERVICES INDIA PVT LTD
Hyderabad
07.2014 - 11.2015
  • Provided IT support to internal employees via phone, chat, and email, ensuring prompt and effective assistance
  • Troubleshoot and diagnosed issues related to PCs, printers, MS Office applications, MS Windows, and PDA's
  • Assisted employees remotely with software programs and installations to resolve technical problems
  • Validated callers and assisted them with unlocking their Active Directory accounts and password resets
  • Ensured efficient handling of support requests, maintaining high levels of customer satisfaction
  • Documented issues, resolutions, and support interactions for future reference and continuous improvement
  • Collaborated with other IT team members to escalate and resolve complex issues
  • Conducted regular follow-ups with employees to ensure their technical issues were fully resolved
  • Provided guidance and training to employees on using software applications and troubleshooting common issues
  • Maintained up-to-date knowledge of company IT policies and procedures to provide accurate support

Senior Technical Support Engineer

Dell International
Hyderabad
07.2007 - 04.2014
  • Provided Level 2 technical support for Dell desktops, notebooks, and tablets, assisting US customers via phone, chat, and email
  • Troubleshoot and diagnosed issues related to PCs, printers, MS Office applications, MS Windows, and tablets
  • Assisted customers remotely with software programs, installations, and system maintenance
  • Sold extended warranties, computer accessories, and peripherals based on customer requirements
  • Ensured excellent troubleshooting for desktop, laptop, network, and Outlook support issues
  • Made outbound calls to clients to resolve unresolved issues, owning them until full resolution
  • Installed, maintained, and monitored client systems remotely to ensure optimal performance
  • Conducted regular audits of inbound calls to ensure compliance with processes and standards
  • Provided training huddles for on-floor teams on change management and new Dell products
  • Trained in voice and accent, as well as customer handling skills, to ensure high-quality support
  • Maintained strong knowledge of computing technologies and kept up-to-date with the latest developments in desktop, laptop, and other computing devices
  • Worked as a trainer to educate new teams on various Dell products, facilitating their transition from training to the production floor
  • Acted as a Team Lead, managing the team and ensuring that all targets and performance goals were achieved

Education

Bsc - Computers

Pragathi Mahavidyalaya
Hyderabad
06.2024

10+2 - MPC

Vignan Junior College
Hyderabad
06.2002

10th Class -

KV NO-2
Hyderabad
06.2000

MBA - Business Administration And Management

Symbiosis
Pune

Skills

  • Project Management
  • Agile methodologies
  • Stakeholder management
  • Budgeting and costing
  • Data Analysis and Reporting (Excel)
  • Strong communication and presentation skills
  • Experience with project management tools
  • Azure DevOps
  • Miro
  • JIRA
  • Asana
  • Figma
  • Notion
  • Confluence
  • PlanItPoker
  • Trello
  • Google Ventures Design Sprint
  • Golden Path / Working Backwards
  • User Story Mapping & Detailing
  • Problem Solving & Critical Thinking
  • Decision Making Strategies
  • Aristotle's First Principles
  • Pyramid Principle
  • Rule of 3 Principle
  • Capacity Planning
  • UX Visual Design Review
  • Microsoft Office
  • Wordpress
  • Video & Audio Editing

Certification

  • Certified SAFe Advanced Scrum Master, Scaled Agile
  • Certified Scrum Master (CSM), Scrum Alliance
  • Certified Prince2 Agile Practioner, PeopleCert
  • Certified ITIL V3 Foundation, Axelos Global
  • Product Design UX Sketching, Udemy
  • Google Sheets Advanced Pivot Tables, Udemy

Disclaimer

I, S Sudhakar Rao, hereby declare that the information provided in this resume is accurate and true to the best of my knowledge. I understand that any misrepresentation or falsification of facts may lead to disqualification from consideration of employment. I am committed to upholding professional standards and contributing positively to the organization I join.

Languages

  • English
  • Hindi
  • Telugu

Personal Information

Marital Status: Married

Languages

Telugu
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1

Websites

Timeline

Scrum Master

ZeMoSo Technologies
08.2020 - 08.2024

Product Support Lead

Zenoti
12.2019 - 04.2020

Product Support & Delivery Manager

Pervacio India PVT LTD
11.2015 - 12.2019

IT Analyst

DELOITTE SUPPORT SERVICES INDIA PVT LTD
07.2014 - 11.2015

Senior Technical Support Engineer

Dell International
07.2007 - 04.2014

Bsc - Computers

Pragathi Mahavidyalaya

10+2 - MPC

Vignan Junior College

10th Class -

KV NO-2

MBA - Business Administration And Management

Symbiosis

Similar Profiles

CREATE PROFILE
Sudhakar Rao S