Ashwin Kumar Email & Phone Number

Chennai, Tn, In

Tamil Nadu, India

Strategic Initiatives:- Spearheaded Postman Power Pass initiative in collaboration with Head of DevRel, directly contributing to company's $100M ARR goal for Product advocates- Conducted 70+ webinars achieving 3.0-3.5% increase in product adoption (Workspace & Collaboration, CI/CD, Testing In Postman)- Led critical churn reduction research with Product Management team- Designed and implemented Office Hours program for Power Pass usersTechnical Leadership:- Created comprehensive documentation and best practices for API management- Developed technical session frameworks using MEDICC sales process- Built and maintained key dashboards using Looker for monitoring account metrics- Established product advocacy team processes and onboarding documentationCross-functional Impact:- Collaborated with multiple PMs and PMMs on strategic initiatives- Received recognition for outstanding contributions to Power Pass program- Designed 1:1 call frameworks improving advocacy team effectiveness- Created user engagement guides and feature overviews for enterprise customersKey Projects:- Power Pass Initiative: Led transition from ungated trial experience, created documentation, and established customer feedback loops- Churn Prevention: Developed email channel approach, conducted user research, provided weekly progress updates- Enterprise Customer Success: Managed relationships and technical education programsRecognition:- Commended by Product Management for clarity in documentation and customer education- Acknowledged for proactive leadership in program implementation- Praised for organizational skills and strategic approach to user engagement

Chennai, Tamil Nadu, India

Strategic Initiatives:-Delivered 300+ tailored product demos with 83% attendance rate-Conducted on-field demonstrations across multiple cities visiting schools and colleges-Achieved 14 deal closures in 8 months through targeted presentations-Implemented structured demo program improving prospect engagementTechnical Leadership:-Developed comprehensive demo data and storyboards-Created personalized solutions addressing specific institution needs-Established standardized demo process and documentation-Enhanced demo experience through systematic feedback collectionCross-functional Impact:-Collaborated with sales and marketing for compelling presentations-Streamlined proposal and proof-of-concept delivery process-Organized a farewell initiative gifting books to entire staff of 60-70 employeesKey Projects:-Demo Enhancement: Implemented personalized invitations and surveys-Customer Journey: Developed distinct solutions for new vs existing customers-Process Optimization: Created meeting minutes template, surveys and follow-up system-Field Engagement: Led on-site demonstrations and institutional visitsRecognition:-Received two SPOT Awards for excellence in customer engagement-Acknowledged for outstanding conversion rates-Commended for building strong institutional relationships-Recognized for innovative approach to product demonstrations

Chennai, Tamil Nadu, India

Strategic Initiatives:- Provided technical support to US Region customers via multiple channels- Established knowledge base documentation and FAQs- Implemented cultural changes enhancing team collaboration- Initiated community service projects including food collection programs via No Food Waste- Chennai ChapterTechnical Leadership:- Optimized product specifications with development team- Created technical scoping and workflow analysis frameworks- Conducted complex customer infrastructure examinations- Documented best practices and technical proceduresCross-functional Impact:- Collaborated with Sales/Business Development for opportunity identification- Worked with product management for feature improvements- Coordinated with internal teams for escalation management- Established strong partnerships with UK and US customersKey Projects:- Knowledge Base Enhancement: Created comprehensive documentation- Community Engagement: Led No Food Waste-Chennai initiative- Support Process Optimization: Implemented SLA tracking- Team Culture: Developed collaborative support environmentRecognition:- Maintained consistently high customer satisfaction ratings- Acknowledged for community service leadership- Recognized for effective technical problem resolution- Commended for cross-functional collaboration effortsTools & Technologies:- Freshdesk Application- Customer ticketing systems- Technical documentation platforms- Communication tools for US/UK supportAreas of Excellence:- Technical support and troubleshooting- Customer relationship management- Process documentation and improvement- Team development and culture building

Chennai, Tamil Nadu, India

Strategic Initiatives:- Maintained CSAT score of 87%+ as top-performing technical support engineer- Led backup and recovery operations for enterprise clients- Managed critical system configurations and troubleshooting- Established best practices for technical support deliveryTechnical Leadership:- Expertise in VMware/Hyper-V environments- Managed Exchange and SQL database backups- Configured and optimized Backup Exec programs- Resolved complex storage and network issuesCross-functional Impact:- Coordinated with Engineering team for escalations- Managed relationships with backline teams- Handled high-priority Duty Manager escalations- Collaborated with product teams for issue resolutionKey Projects:- Backup Configuration: Implemented standardized processes- System Integration: Resolved storage-network-domain issues- Performance Optimization: Enhanced backup execution efficiency- Knowledge Base: Documented technical solutions and proceduresRecognition:- Consistently maintained top performance metrics- Recognized for dedication to customer satisfaction- Commended for effective problem-solving abilities- Acknowledged for technical expertiseTechnical Expertise:- Backup Exec software- VMware/Hyper-V systems- Exchange database management- SQL database operations- Windows resource monitoring

Chennai, Tamil Nadu, India

• Resolved associate, tool, and service delivery issues revealed by statistical reports.• Identified individual development needs with appropriate training.• Followed-through on all critical inter-departmental escalations to increase customer retention rates.• B2B Support for the customers with ultimate professionalism.• Managing Customers Database With Act Software both in the cloud and in the local computer.• Escalating to the concerned team if there’s any need.

Chennai, Tamil Nadu, India

• For Dell Hardware Tech Support for the UK Customers Has good knowledge in handling customer queries.• Has good knowledge in troubleshooting computers related to software and Windows operating system issues?• Operating System Plat Form Windows XP Windows Vista Windows 7 Windows 8.• Installed software, modified and repaired hardware, and resolved technical issues.• Defined and documented technical best practices.• Reviewed technical documentation and procedures.• Managed call flow and responded to technical support needs of customers.• Resolved customer issues in a clear, courteous, and straightforward manner.• Demonstrated professionalism and courtesy with customers at all times.• Resolved problems with malfunctioning products.• Followed up with clients to ensure optimal customer satisfaction.• Researched, troubleshot, and resolved complex problems independently.• Activated accounts for clients interested in new services.

Chennai, Tamil Nadu, India

• Identified and solved technical issues with a variety of diagnostic tools.• Reviewed technical documentation and procedures.• Defined and documented technical best practices.• Installed software, modified and repaired hardware, and resolved technical issues.• Managed call flow and responded to technical support needs of customers.• Evaluated and responded to incoming sales leads and requests for technical support assistance.• Selling Software Packages and Tools over the phone to American Customer• Troubleshooting / removing virus from the customer’s computer and using appropriate tools for the same.

Bachelor'S Degree, Computer Science

Acting

Activities and Societies: Acting, Voice Traning, Rhythm, Thappattam, Reading between the lines, How to be a character, How to study.