Pradeep Kumar Nagaraju Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

⇒ Managed Technical Account Management for Large US Clients like Webull, PriceWaterHouseCoopers (PwC), HedgeOp, Freshbooks (Canada), IGG Software, Zoho, MX Technologies. And some small-scale clients like BrightPlan, Autobooks, MoneyLion.⇒ Single Point of Contact for all customer Escalations. Resolved all major and client escalated issues by providing technical insights to internal resources and coordinating with relevant internal teams for timely solutions. Proficient with API technologies… Show more ⇒ Managed Technical Account Management for Large US Clients like Webull, PriceWaterHouseCoopers (PwC), HedgeOp, Freshbooks (Canada), IGG Software, Zoho, MX Technologies. And some small-scale clients like BrightPlan, Autobooks, MoneyLion.⇒ Single Point of Contact for all customer Escalations. Resolved all major and client escalated issues by providing technical insights to internal resources and coordinating with relevant internal teams for timely solutions. Proficient with API technologies (SOAP/REST).⇒ Worked with Product Management, Architects to create Product Road Map, UI Design and Change Control process.⇒ Conducted Product Demos for client. Performed Client Data Analytics, Reporting and Product performance Improvement activities.⇒ Managed UX improvements, customer insights research, Product pricing decisions, Implementation and project budgets. Efficiently executed resource allocation process to Projects.⇒ Met and maintained all Client SLAs, Worked on Contract/Addendum process for Clients.⇒ Managed Budgets and executed resource planning for Implementation Projects.⇒ Worked with Clients to improve their Business Model and to increase their customers and revenue.⇒ Managed all Client communications efficiently. Show less

Bangalore

⇒ Implemented the New Center of Excellence (COE) Product Support Department in Bangalore. This included, hiring, training and transitioning the Product Support process from Overseas to Bangalore India.⇒ Managed a team of Engineers in providing Support for North America, Europe, Africa, and Asia Clients who use Aspect products.⇒ Designed Individual Development Plans (IDP’s) for my direct reports to facilitate their professional and personal growth. Also ensured a proper work-life balance… Show more ⇒ Implemented the New Center of Excellence (COE) Product Support Department in Bangalore. This included, hiring, training and transitioning the Product Support process from Overseas to Bangalore India.⇒ Managed a team of Engineers in providing Support for North America, Europe, Africa, and Asia Clients who use Aspect products.⇒ Designed Individual Development Plans (IDP’s) for my direct reports to facilitate their professional and personal growth. Also ensured a proper work-life balance is achieved by my team members.⇒ Worked closely with all internal teams to troubleshoot and resolve all client issues.⇒ Agile (Scrum) framework to build Product backlogs and prioritise bug fixes.⇒ Effectively Created and managed department shift roster, ensuring the well being of Engineers in proper rotation and support quality in the night shift. Show less

Bengaluru, Karnataka, India

⇒ Managed multiple teams of Senior Engineers, providing end to end software support for in-house Products which are designed using different technologies.⇒ Implemented and managed Special Projects for application Datacenter migration, Disaster Recovery, and Servers / Storage procurement procedures.⇒ Departmental Program Management, which consisted of multiple technical and non-technical projects.⇒ Worked directly with Third-Party Vendors to implement their services into our systems.… Show more ⇒ Managed multiple teams of Senior Engineers, providing end to end software support for in-house Products which are designed using different technologies.⇒ Implemented and managed Special Projects for application Datacenter migration, Disaster Recovery, and Servers / Storage procurement procedures.⇒ Departmental Program Management, which consisted of multiple technical and non-technical projects.⇒ Worked directly with Third-Party Vendors to implement their services into our systems. Also worked withexternal auditors ensuring proper compliance to all relevant Audits, and to mitigate any risks.⇒ Experience with in-house ETL tool/programs that formed an interface between products.⇒ Agile Software development method of managing product enhancements and bug fixes. Proficient in Scrum Framework.⇒ Resolved all code, data, and interface issues. Consistently maintained > 99% Application up-time.⇒ Maintained set SLAs for issue tickets, by proper issue prioritizations and resource management.⇒ Improved product performance by working with client to identify and archive redundant data.⇒ Managed Third Party Vendors facilitating efficient data flow between our Client and Vendors. Show less

Bengaluru, Karnataka, India

- Managed the implementation of Next Gen Products, executed the De-Commissioning of old Applications.- Worked with Client to design the look and feel of the Next Generation Products.- Managed a team of Software Engineers, providing end to end Technical and Domain support.- Provided extensive On-Site support for clients in India and multiple locations in USA.- Domain Support for the client based on the US Mortgage Banking Industry and Spend Management.

Bengaluru, Karnataka, India

- Technical Management of multiple Products, mentoring a team of Senior Software Engineers.- Worked on complex High Priority application, data and interface issues.- Framed and executed Software Release Management procedures. Supervised code deployment.- Coordinated setting up VM’s, Load Balancing, Server patches, DMZ rules, Data flow between apps.- Conducted technical and Soft Skills trainings for the team, new hires. Organized inter-team technical Trainings.- Setup Zabbix… Show more - Technical Management of multiple Products, mentoring a team of Senior Software Engineers.- Worked on complex High Priority application, data and interface issues.- Framed and executed Software Release Management procedures. Supervised code deployment.- Coordinated setting up VM’s, Load Balancing, Server patches, DMZ rules, Data flow between apps.- Conducted technical and Soft Skills trainings for the team, new hires. Organized inter-team technical Trainings.- Setup Zabbix and third-party monitoring (Quality Kiosk) for the apps, ensuring that pro-active steps are taken to prevent outages.- Maintained Production Servers in managing data, code and its interfaces between other Servers.- Managed a project to migrate existing datacenter from West Palm Beach, FL to a new site in Norcross, GA. U.S.A.- Managed a major project to Setup a Disaster Recovery Site in Denver, CO. Matching the Production environment. Conducted multiple live DR failover tests. Show less

Bengaluru Area, India

- Managed a team skilled Computer Technicians, in troubleshooting and resolving Desktop / Laptop computer Technical issues.- Consistently met business metrics in delivering quality service to customers, achieving excellent Customer satisfaction scores.- Hired and trained technicians, conducted quarterly appraisals and documented individual development plans for their career growth in the company.- Resolved level 2 escalation from Customers and ensured resolution to the issues.

Bengaluru, Karnataka, India

- Managed a team of highly skilled Computer Technicians, in troubleshooting and resolving Desktop/Laptop computer Technical issues.- Completed department wide ‘Metrics Improvement’ projects, resulting excellent customer satisfaction scores.- Saved $ 76219.32 and achieved the BPI – Yellow Belt Certification.- Resolved Level 1 Escalations from Customers.- Conducted department wide ‘Fun @ Work’ activities to have a good working environment

Bengaluru, Karnataka, India

- Troubleshooting and resolving Desktop/Laptop computer Technical issues. Supporting customers in USA and Canada.- Expert in Computer Hardware and Windows OS.- Voice calls with US and Canadian customers.- Mentored New-hires on Technical and voice process.- Designed an internal website which contained a central repository of metrics data. Displayed departmental Metrics to 500+ users.