Suresh Pasupulati
Senior Manager, Customer/Technical Support
Kamala Nagar, Bangalore
Summary
Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Forward-thinking Senior Manager adept at managing teams to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
24
24
years of professional experience
6
6
years of post-secondary education
7
7
Certifications
1
1
Language
Work History
Senior Manager, Technical Support
Verint Systems
Bangalore
2018.12 - Current
- Data Storage Systems offshore delivery operations, Project Management, Professional Services
- Verint Systems, Responsible for ensuring the success of Verint customers by effectively managing a team of Tier-2 engineers and TLs adhering to the process and assure quality of support to all Verint customers and partners
- Handle and manage critical customer escalations, expansion and development of team, and own the process quality
- Provide a high level of customer satisfaction through the delivery of top-notch technical support services
- Provide superior technical support and service to the VERINT customer base and lead a multi-tiered, 24x7 support function that delivers technical support to customers globally
- Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements
- Design, develop and implement processes, systems, and technology to operationalize and improve the technical support function
- Manage and develop the support team, including hiring, motivation, professional development, and retention
- Identify and facilitate training programs which will improve product knowledge, technical skills and customer handling skills of team members
- Define goals and KPIs, track and improve operational metrics for effective technical support operations
- Work with VERINT’s customer success managers and engineering team to identify and prioritize issues and enhancements which need to be taken up by the Product Team
- Create and develop continuous improvement plan to enhance support processes and team performance to meet and exceed customer satisfaction goals
- Develop relationships, drive alignment, understand the results needed to achieve customer satisfaction, employee satisfaction and business objectives
- Develop and implement practices that measure the effectiveness and performance of the Technical Support Function
Senior Manager Technical Support
Ruckus Wireless, Arris Technologies
2015.07 - 2018.11
- Manage a Technical Support team to provide first class post-sales support to Ruckus partners and End customers
- Hire the right talent, enable and groom employees to meet the business expectations and create growth opportunities
- Collaborate with right resources and resolve customer escalations and issues in the best interest of their needs and expectations
- Develop, coordinate, and enforce systems, policies, procedures, and productivity standards
- Triage tickets for better quality and faster resolutions
- Remarkably improved efficiency in all facets of Tech Support, including decreasing time of inbound calls, time spent per client, and internal documentation
- Interface with Engineering and PLM team on a regular basis and drive the product enhancement initiatives and be the voice of customer to share qualitative inputs
- Manage and handle escalations from customers in a timely manner by involving right level of expertise and keep the progress updated to all critical stakeholders
- Work and Interface with TQE and TSE and ensure proper training is in place to improve on quality of aspects of support
- Set clear objectives, evaluate progress and instill a high-performance culture with focus on team work, service excellence and ownership for resolving customer issues
- Ensure test labs are maintained to agreed standards and all relevant testing is documented for all the issues reported
- Establishing and managing communication channels within and among departments, Sales & Pre-Sales, Engineering and PLM —being the liaison to provide customer feedback to the Senior Management Team
- Backlog report analysis and advice appropriate actions to the team
- Assess technical knowledge of the team and recommend training plan for the respective teams.
Senior Project Manager
Slash Support India Pvt. Ltd, CSS Corp
2014.04 - 2015.06
- Management
- Lead and manager a TAC Team of 30, and supervisors with accountability for results in terms of performance, strategies, and employees
- Act as Single point of contact for all on-site ShoreTel Managers (USA) & Drive technical support operations to provide consistent experience to ShoreTel partners
- Manages key business operations activities and continuous improvement of the processes
- Manages process and reporting activities to include financial, productivity, quality compliance, training, and/or efficiency, etc
- Analyzes data to provide decision support to senior management
- Develop and execute Business Continuity Plans and DR plans as per business requirements
- Take part of regular QBRs and keep the leadership team updated on the progress and seek support on enhancements in the best interest of the account
- Understand customer business structure to the best and identify growth opportunities and increase profitability and revenue of the account
- Drive customer satisfaction, engage with customer to address any dissatisfaction and drive correction actions
- Define and maintain right KRA & KPIs for the team and ensure operational excellence by driving & managing team performance, customer satisfaction effectively and assure overall account performance trend upwards
- Ensure timely reports and dashboards presented to the clients & management and review for the efficiency of process quality and metrics
- Drive and co-ordinate with technical leads & Team Managers for faster restoration of services and Root cause analysis during critical outages
- Transitions Project Management
- Proactively identify the risk areas through the transition and ensure appropriate risk mitigations planned are implemented to ensure a smooth transition
- Contribute to the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new processes or jobs into the ’business as usual’ environment
- Work together with Onsite Transition project manager and support developing transition plan and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production
- This includes operational readiness, support documentation and acceptance checklists
- Monitor the program/project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented
Senior Project Manager
Wipro Technologies, Royal Bank of Scotland
2012.08 - 2014.04
- Lead and manage complex IT infra solution deployments and SI projects for RBS across the globe in accordance with agreed timelines, quality criteria and budgets to meet business objectives
- Ensure End-End project/program deliver from the initiation till the Closure (Solution Design, Deployment & Integration smooth transition to Operations team
- Participate in governance meetings along with portfolio managers and provide status quo on progress of all projects ongoing and in pipeline
- In consultation with SMEs, Technology teams, Sales & Presales teams to establish a thorough project plan comprising of all project activities sequenced in accordance with the priority and significance of the deliverables and assure sign off from major stakeholders of the project/program
- Highlight and forecast risks in advance and have alternative plans in place and get buy in from the entire key project stakeholder and avoid last minute failures
- Direct the coordination of all implementation tasks involving third party vendors as well as provide consultation to clients on system implementation
- Coach, lead and direct teams working within a technical team environment and take the accountability of project till the smooth handover to operations team
Program Delivery Manager
EMC Data Storage Solutions Pvt. ltd
Bangalore
2010.05 - 2012.08
- (Infrastructure Management - Remote Services, VSD - virtual services delivery)
- Lead, Manage and administer a group of 25 Project Managers who are responsible for client engagements and deployment of EMC solutions from Virtual Service Delivery organization
- Ensure end-to-end delivery of service by assuring collaboration with all service delivery units and improve the quality and thrive for better integration with in whole Virtual Service Delivery teams and ensure High Performance Operating Environment
- Ensure smooth offshore delivery operations and keep up constant engagement with other service lines and PMOs to ensure smooth outcome of project & programs supported by the team and keep up the quality
- Identifying, developing, and implementing best practices that increases performance
- Work closely with Onsite Program Delivery Managers, Onsite / offshore teams to ensure that resources are effectively and uniformly scheduled / utilized to maximize performance and productivity levels
- Build cross-functional partnerships, identify, and create road for more business opportunities
- Track the team performance and take proactive steps to meet the best results and targets and meet management expectations and improve service delivery quality
- Identifying training needs of the PM Team from a technical and soft skills perspective and ensure they are able to deliver to changing needs of customer expectations
- Be part of regular Business meetings and provide feedback about the team performance and developments and workout to get more billable resources (project managers).
PROJECT MANAGER
AVAYA GLOBAL CONNECT
Bangalore
2007.12 - 2009.11
Project Manager
Avaya
2007.02 - 2009.06
- Understanding Client needs and delivering, Technical solutions and integrate, solutions with third party vendors like NICE & VERINT with high levels of Customer Satisfaction, by ensuring full technical, financial and business benefits are achieved in all aspects of organizations Solutions delivery)
- Be the SPOC (Single Point of Contact) for the customer, from Project initiation stage till project completion and sign-off
- Coordinate with all project stake holders to ensure common understanding of scope and proper implementation of projects
- Ensure End-to-End project/program management from the initiation till the Closure (Pre-sale, Solution Design, Deployment & Integration, (UAT)User Acceptance Test, Go-Live, and smooth transition to Support Team
- Accountable for Managing Projects or programs within defined time, quality, and cost
- Responsible for efficient resource utilization and drive efficiency and quality throughout project lifecycle along with Customer satisfaction both internally and externally
- Interact with sales & Presales & Project team and externally to the customers, define and negotiate the scope for all in the project delivery and ensure cost, time & quality are in control
- Coach and drive the project team to deliver and integrate the systems & solutions to ensure timely revenue for the organization
- Engage in periodic meetings with customers (internal and external), understand customer needs, define and prepare SOW (Scope of Work) that will help realize the responsibilities and limitations of all stakeholders and create a clear framework for the project implementation.
DEPUTY PROJECT MANAGER
Slash Support India Private Ltd
2003.01 - 2007.01
- Manage a team of 25 Tier2 and Tier3 technical support engineers and delivery quality of solutions for Alcatel Enterprise EPABX Switches to the Business partners of Alcatel across the globe
- Supervise the day-to-day operations to ensure that the team meets its quality, productivity and turnaround time SLA objectives
- Manage the Client (Alcatel-Lucent) relationship on behalf of Slash Support
- Share Weekly, Monthly and Quarterly reports and dashboards with the client to meet the business requirements
- Responsible for development, implementation and metrics reporting of KPI's, SLA's and operational metrics for the team and measurement of KPI’s for the individual team members
- Develop and implement procedures for improving the process excellence
- Drive the team to build the knowledge repository for all technical documents, customer database and tracking total number of cases handled and resolved
- Define metrics to measure the effectiveness and performance of the operating team
- Present service review presentations to customer in monthly review meetings
- Develop, supervise and co-ordinate with engineers on network infrastructure setup (comprising of Alcatel Enterprise EPABX and other network products) requirements and facilities
Network Operations Engineer
GTL LTD
1999.02 - 2003.06
- Implement & maintain LAN, WAN, Voice networks for various clients
- Responsibilities include, maintaining customer site, data backup, updating, troubleshooting, and training
- Maintenance of Nortel Passport Switch at GTL BLR: This switch connects Backbone Trunk links GTL network to client networks providing Virtual Circuits
- The IP over frame-relay network is used for the Internet Backbone and for providing Frame-relay VPN services
- Maintenance of Cisco 7513 and PIX 515 at GTL BLR: Cisco 7513 is a Key router, running various Routing Protocols such as OSPF, IBGP, BGP, etc
- It has HSSI connection to the Frame-relay switch, and Gigabit Ethernet connected to the Ethernet switches
- Managing over 35 links for GE group of companies terminating in Bangalore Node
- Internetworking all these Companies is an activity outsourced entirely to GTL
- There are 200 links all over India connecting to the nearest GTL node
- Messaging and Mailing System: Installation of the Microsoft, Net-tel Messaging products, MS-Exchange, X.400, CC-Mail, MSMail and maintain connectivity.
Education
Diploma in Electrical & Electronics Engg - Electrical, Electronics And Communications Engineering
Govt. Polytechnic Anantapur
Anantapur 1992.04 - 1996.05
Graduation NIIT(GNIIT) - Computer And Information Sciences
NIIT
1997.02 - 1998.12
Skills
Project Management
Certification
Diploma in Electrical & Electronics Engineering, SBTET Hyderabad
Timeline
Senior Manager, Technical Support
Verint Systems
2018.12 - Current
Senior Manager Technical Support
Ruckus Wireless, Arris Technologies
2015.07 - 2018.11
Senior Project Manager
Slash Support India Pvt. Ltd, CSS Corp
2014.04 - 2015.06
Senior Project Manager
Wipro Technologies, Royal Bank of Scotland
2012.08 - 2014.04
Program Delivery Manager
EMC Data Storage Solutions Pvt. ltd
2010.05 - 2012.08
PROJECT MANAGER
AVAYA GLOBAL CONNECT
2007.12 - 2009.11
Project Manager
Avaya
2007.02 - 2009.06
DEPUTY PROJECT MANAGER
Slash Support India Private Ltd
2003.01 - 2007.01
Network Operations Engineer
GTL LTD
1999.02 - 2003.06
Graduation NIIT(GNIIT) - Computer And Information Sciences
NIIT
1997.02 - 1998.12
Diploma in Electrical & Electronics Engg - Electrical, Electronics And Communications Engineering
Govt. Polytechnic Anantapur
1992.04 - 1996.05
Diploma in Electrical & Electronics Engineering, SBTET Hyderabad
Graduation in NIIT (GNIIT), NIIT Rajaji Nagar, Bangalore
1) Certified ITIL V3 Expert, Professional 2) Certified Prince 2 Foundation, Professional
3) PMP trained – PMTI 4) Alcatel Certified System Expert & Alcatel Certified Presales
Personal Details
Date of Birth: 2nd May 1977
Marital Status: Married
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