Sufiyan Y Kaladia
Cloud Architect / Acting Lead
Vadodara,Gujarat
Summary
With over 11 years of experience in customer advocacy and technical support, I have a a proven track record of managing high-performing support teams, driving customer satisfaction, and developing scalable support strategies. Currently serving enterprise clients at Tableau, with a strong focus on leadership, escalation management, and aligning support initiatives with business outcomes.
Overview
14
14
years of professional experience
2023
2023
years of post-secondary education
Work History
Sr. Technical Support Engineer - Signature
Salesforce, Tableau
Hyderabad
04.2021 - Current
- Led enterprise-level support initiatives at Tableau, managing high-value Signature Support accounts
- Act as a strategic point of contact for customer escalations and success initiatives
- Mentor and guide support engineers, ensure timely and effective resolution of customer issues, and collaborate with Product and Engineering teams to deliver customer-centric improvements
- Created and managed customer operations review reports to ensure visibility into issue trends and case management performance
- Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
Sr. Technical Support Engineer (Dedicated)
Automation Anywhere Pvt Ltd
07.2019 - 04.2021
- Worked closely with enterprise clients such as AT&T and Citibank to deliver technical support and ensure successful deployment of automation solutions
- Managed customer engagement post-deployment, guiding clients through automation best practices, troubleshooting, and optimization of business processes
- Facilitated the renewal process by collaborating with CSMs and the client’s management teams, ensuring retention and maximizing satisfaction
- Acted as the point of contact between the customer and internal teams, including product, professional services, and engineering teams
- Key Achievements:
- Supported AT&T’s server migration project from on-premises to cloud, ensuring technical alignment between development and architecture teams
- Delivered end-to-end technical support for enterprise clients, improving customer satisfaction scores by 15% through proactive engagement and problem resolution
Sr. Performance Support
Eclinical Works Pvt Ltd
02.2018 - 07.2019
- Focused on SQL Server performance tuning and monitoring
- Managed performance support for SQL and MySQL databases
- Worked on Indexing, Execution Plans, Plan guide and Database Blocking
- Log Reviews (Windows Event Logs, SQL Server Error Logs and Agent Logs)
Sr. EHR Support Consultant
Cascade Revenue Management (Aima Group)
12.2016 - 02.2018
- Provided training to clients on EHR, MACRA modules
- Managed MS-SQL related tasks including backups and data retrieval
Product Specialist
InSync Healthcare Solutions
09.2015 - 11.2016
- Delivered customer support for EMR/PM clients
- Managed client accounts and configured software to meet client requirements
IT Support Engineer
DigiDMS, Inc.
06.2014 - 09.2015
- Trained clients on EHR and practice management systems
- Worked on Interfaces (LABS: Uni-directional & Bi-directional) and, PQRS Registries and Attestation
- Troubleshot EMR software and provided remote desktop support
IT Helpdesk Monitoring
EnCircle Payments, Inc. – Insta-check.com
09.2011 - 06.2014
- Provided 1st and 2nd line support, resolving IT-related incidents
- Supported Exchange 2007 environment and client file monitoring
Education
B-TECH - Computer Science & Engineering
Ignou VIEP
Ahmedabad 04.2001 - 06.2014
Diploma - Computer Engineering
Parul Institute of Engineering & Technology
S.S.C. - undefined
Gujarat Secondary & Higher Secondary Education Board
Skills
- Skilled in teamwork
- Supportive service orientation
- Analytical thinker
- Experience in managing dynamic customer environments
- Proficient in handling escalations
Timeline
Sr. Technical Support Engineer - Signature
Salesforce, Tableau
04.2021 - Current
Sr. Technical Support Engineer (Dedicated)
Automation Anywhere Pvt Ltd
07.2019 - 04.2021
Sr. Performance Support
Eclinical Works Pvt Ltd
02.2018 - 07.2019
Sr. EHR Support Consultant
Cascade Revenue Management (Aima Group)
12.2016 - 02.2018
Product Specialist
InSync Healthcare Solutions
09.2015 - 11.2016
IT Support Engineer
DigiDMS, Inc.
06.2014 - 09.2015
IT Helpdesk Monitoring
EnCircle Payments, Inc. – Insta-check.com
09.2011 - 06.2014
B-TECH - Computer Science & Engineering
Ignou VIEP
04.2001 - 06.2014
S.S.C. - undefined
Gujarat Secondary & Higher Secondary Education Board
Diploma - Computer Engineering
Parul Institute of Engineering & Technology
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