Ankur N. Desai Email & Phone Number

Dallas, Texas, United States

Oversaw Site Reliability Engineers (SRE), VMware Platform team, Monitoring, Incident & Change Management and Capacity Management for a SaaS company with revenue in excess of $1 Billion. Directly supervised, established department goals, metrics and KPI’s for 2 Managers and 30 remote employees across the United States and India for a 24x7x365 support model. Support included Core product releases and projects, while maintaining and supporting legacy products. Working with internal business teams to ensure that customer needs are being met, setting expectations and due dates to ensure releases and projects are on track. Support and growth of VMware platform in 2 Data Centers which included upgrades, expansion and maintenance. Condensed 8 different monitoring monitoring tools to 2 (Grafana and SolarWinds), while ensuring & implementing monitoring of Network Elements & associated Applications. Incident Management team triage defined and manage P1 and P2 outages while sending out notifications and ensure RCAs are performed. Created monthly RCA review meeting for SVP and Directors. Govern Change Management for the company to ensure all changes are within company guidelines. In addition, reviewing capacity requirements for data storage, network. server equipment and associated licensing.

Dallas, Texas, United States

Oversaw Operations Center and Capacity Management while supervising 1 Managers and 10 remote employees for a 24x7x365 support model. Support included monitoring of Network Elements & associated Applications, Tier 1 support and Outage coordination. In addition, reviewing capacity requirements for data storage and network and server equipment.

Carrollton

Sr. Director of Technical Support and Client Management with an annual budget of $12M that consisted of 5 Mangers and over 200 employees in two states and other associated costs. Responsible for independently overseeing all aspects of a multi-tiered, on demand, Technical Support center that serves as a single point of contact for approximately 3,450 public safety, law enforcement and corrections agencies and over 1,200,000 inmates throughout the United States on a 24/7/365 basis. Client Management Team handled over 800 key accounts to drive usage of products, relationship growth and positive customer experience.

Dallas/Fort Worth Area

Operation functions included: Customer Service, Client Management and Subsidiary Call Centers. Customer Service directly supervised 3 Managers with indirectly managing of 10 Supervisors and 180 agents for 24x7x365 call center. Client Management directly supervised 2 Managers and indirectly manage 15 Client Managers. Subsidiary Call Center directly Supervised 2 Managers, 8 Supervisors and 120 agents for a 24x7x365 call center. Both Call Centers handled Family and Friend Support with Phone & Video Visitation accounts, Billing as well as other issues. In addition, moved in house the Subsidiary Call Center while reducing costs by $2M. Also responsible for a $8M to 1.5M budget respective to each group.

Dallas/Fort Worth Area

Operation functions included: Reporting and Analysis, Technical Support and Field Service. Managed a team of 8 direct reports during time with Reporting and Analysis team. Group provided reporting and workforce management for Operations teams that included: report building, data analytics, optimizing schedules, shift bids, call forecasting. While over Technical Support I had 3 Managers direct reports and 71 Technical Support employees’ indirect reports that provided support for proprietary software and hardware across all 50 states. While over Field Service, had a staff of 5 Field Managers that had 75 Field Technicians across the Western part of the United States (all states west of Mississippi) reporting to me. They handled hardware & software break/fix issues and installation & configuration of proprietary hardware and software at customer locations. Responsible for a $8M to $1.3M budget respective to each group.

Dallas/Fort Worth Area

Customer Service Manager oversaw managing outsource vendor which included contract negotiations, daily, weekly and monthly review of KPI’s. Migrated 3 outsourced call centers into 1 insourced call center to provide better service and deliver a $6M in annual savings. Had 5 supervisor direct reports and 80 call center agents indirectly reporting to me. In addition, had 8 other Supervisors and 145 agents indirectly reports. Also was responsible for budget planning and managing a budget of $10M.