Promoted to Sr. Product Manager, I expanded my role to oversee the end-to-end product lifecycle of the Support.com Cloud (SDC Cloud), a Cloud based proprietary SaaS software platform utilized in the marketplace, to deliver customer services across Windows, Mac, Android & iOS devices. I successfully launched & scaled TechSolutions, Support.com’s direct to consumer offering for SMB and home consumers. This includes directing a team of in house & 3rd party outsourced software developers from strategic road mapping and feature prioritization to successful product launches and post-launch iterations. Requires ensuring alignment with corporate goals and sustained market relevance.• Led cross-functional teams in the ideation, design, and execution of multiple iterations of a market-leading Cloud based SaaS product, SDC Cloud, consistently meeting or exceeding customer expectations and business objectives.• Championed data-driven decision-making, using analytical insights to guide product direction, optimize features, and maximize user engagement, resulting in a significant increase in user retention & product adoption.• Successfully migrated services programs from older legacy platform to SDC Cloud effectively increasing the revenue generated through the platform from $400K to ~ $20M.• Led Support.com's Direct to Consumer & SMB subscription based TechSolutions offering, closely working with marketing, user experience, engineering, and finance teams to grow the subscription base to over 4,000 subscribers, a subscription based ecommerce platform.• Experience in working with AI & machine learning tools.• Single point of contact for commissioning new merchant accounts, payment gateways & related integrations.• Led the strategy for the support organization, which is responsible for supporting clients using all Support.com products.• Experience working with auditors for PCI and SOX compliance.• Support.com sold the SaaS platform for an Asset Purchase price of 3 x ARR.

Promoted from software development to Product Management, where I pioneered the implementation of agile practices, driving a culture of continuous improvement and adaptability, resulting in accelerated development cycles, reduced time-to-market, and heightened overall product quality.• Introduced the Service Delivery Management System, a CRM-lite, integrated platform with a full featured subscription, billing, ticketing, and remote tech support capabilities including remote access and mobile-enabled tech solutions.• Responsible for feature definition, development & worked in close conjunction with the engineering team of 7 engineers and DEVOPS team of 3 engineers.• Responsible for data collection, data reporting & data export features in the product for our clients.

• Improved the features & functionality of remote-control product, API integrations & ticketing engine enhancements which had direct impact on agent AHT, resulting in improved profitability.• Led a team of 4 engineers to develop key reports for Account Management team which helped in decision making on services programs.• Mentored new team members to ramp up development and improve overall efficiency of the team.• Extensive work on in house product based on WPF/.NET.• Hand's on work experience on REST API's and web services of third party systems.• Coordinating closely with business development and with senior management to develop reports as per the requirements.• Enhancements to existing reporting infrastructure.• Developing new modules as required in SSIS/SSRS.• Hands on experience on brainstorming & writing new reports.• Familiar with QlikView analytics. Developed some dashboards/sheets per requirements.

• Enhancements to existing in house WPF/.NET product, which is used heavily to provide services to partners.• Extensive experience in writing reports and SQL queries in Microsoft SQL Server Reporting Services(SSRS). Handled the team of three to write new reports as per business requirements in SSRS.• Familiar with SQL Server Integration Services. Worked on ETL tasks and queries.

• Worked extensively in C# WPF on a product which is used by in-house engineers to deliver remote technology support.• In depth knowledge about .NET Framework 3.5/4.0. Responsible for implementing new modules and ideas in existing product.• Good experience in ASP .NET and server side programming, with MS SQL Server 2008 as the backend database. Also have working knowledge of NHibernate object relational mapping for .NET.• Good working knowledge in writing installers in NSIS

• Responsible for coding multiple modules for second generation client tools & products used by in-house engineers to deliver services & support on remote machines.• Excellent in depth working knowledge on jQuery, HTML, CSS and XSL, on which multiple client tools are based.

• Worked in the new team established in Bangalore office which was responsible for writing client tools for new business initiative called Support.com, which was consumer centric business for SupportSoft Inc.• Worked in enhancing the first generation client software used to fix computer problems. Worked with VBScript, HTML and CSS extensively.