Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
The breadth of Expertise
Timeline
Generic

TEJAS KP

Support Account Manager
Bengaluru

Summary

Highly motivated professional willing to take on challenging roles drawing upon my proven 10+ years of achievement-driven experience.

Overview

10
10
years of professional experience
8
8
Certifications
1
1
Language

Work History

Support Account Manager/ Lead Technical Analyst

Oracle India
02.2019 - Current
  • Serve as a Single Point of Contact for dedicated customer accounts.
  • Onboard and mentor new hires and collaborate with various product and support engineers to develop comprehensive support process documentation for issue resolution.
  • Oversee the cloud adoption, assisting designated customer accounts with challenges during and after adoption.
  • Enhance the testing of RAG for Large Language Models (LLMs) by conducting a thorough, multi-faceted evaluation of the LLM's responses to customer queries.
  • Act as a cloud advisor to the customer and help them with the best practices.
  • Collaborate closely with Sales, Customer Success, and Architecture teams to address migration, provisioning, and other technical issues, ensuring optimal customer solutions.
  • Increased customer lifetime value by proactively identifying cross-sell and upsell opportunities, leading to subscription upgrades.
  • Developed, led, and delivered compelling product webinars to customers across 3 time zones, showcasing user experience, and product functionality.
  • Perform user acceptance testing of the application and gathered valuable feedback that fueled product iterations and improved user experience.
  • Managed a portfolio of support projects, driving the successful implementation of cloud solutions for enterprise and internal clients.
  • Worked with support engineers to reduce repeat support tickets by doing SME reviews and RCA analysis, driving automation solutions.
  • Communicate with stakeholders to set expectations for delivery.
  • Construct and deliver bi-weekly reports on projects for IT Management and Program Sponsors.

Application Support Engineer/Production Support Engineer

Thomson Reuters
08.2017 - 02.2019
  • Support the process of fulfilling customer orders and service assurance after orders are fulfilled.
  • Raise JIRAs for the issues reported by the customer, analyze, and give the appropriate fix.
  • Analyze and recommend improvements and better working methods with customers and the dev teams.
  • Actively take part in the Standup calls along with the development and QA teams every day to discuss the issues reported in the production environment and identify and recommend improvements in the processes.
  • Participate with team members in the automation of tasks to cut down the time consumed in running manual tasks.

Enterprise Systems Specialist – Analyst 4

Unisys India Pvt. Ltd
07.2015 - 08.2017
  • Address customer requests and assist them with Setting up instances, VPC’s and security groups.
  • Configured storage on S3 buckets and installed applications on EC2 AMI
  • Handling the escalation process, fault logs process for incidents, and planned work process.
  • Accountable for troubleshooting Windows and active directory-related issues, network connectivity issues, Hardware issues, and Linux system issues.
  • Write technical reports for upper management and technical documentation for future reference.

Education

Bachelor of Engineering - Computer Science and Engineering

Raja Rajeswari College of Engineering
Bangalore

Master of Business Applications - Business Analytics

Suresh Gyan Vihar University

Skills

Customer Relationship Management

Certification

Project management from IIT Kanpur - Elite grade

Accomplishments

  • I received pacesetter and service excellence team awards at Oracle.
  • Successfully led a team of engineers in a Cloud (SAAS) feature onboarding Project.
  • Delivered engaging and informative webinars to explain product functionality to customers.
  • High customer satisfaction scores throughout.
  • Played a vital part in a successful project transition from NTT Data to UNISYS in the year 2017, delivering a dynamic breakthrough.
  • Presented with Spot Awards consecutively for excellent deliverables.

The breadth of Expertise

Customer Success, Service Delivery, Program Management, Team management, Critical Incident Management, Account Management, Customer service, ITSM framework, Cloud technology

Timeline

Support Account Manager/ Lead Technical Analyst

Oracle India
02.2019 - Current

Application Support Engineer/Production Support Engineer

Thomson Reuters
08.2017 - 02.2019

Enterprise Systems Specialist – Analyst 4

Unisys India Pvt. Ltd
07.2015 - 08.2017

Bachelor of Engineering - Computer Science and Engineering

Raja Rajeswari College of Engineering

Master of Business Applications - Business Analytics

Suresh Gyan Vihar University

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