Ragavendra Kumar Email & Phone Number

San Francisco, California, US

⦁ Team Leadership: Lead and develop a team of Product Support Specialists and Consultants, establishing a strong culture and aligning KPIs with organizational goals.⦁ Process Optimization: Streamline processes and create documentation, for efficient operations and clearing the backlog of pending tickets (cleared 2k+ tickets).⦁ Cross-Functional.

Palo Alto, CA, US

• Transitioned from supervising 8 employees to managing various teams in Compute and Cloud across all time zones.
• Leading a diverse team of 15 employees including Senior Cloud Support Engineers, Technical Writers, and Duty Manager, accountable for vRealize suite of products.
• Responsible for effective team management, including implementing and monitor Key Performance Indicators (KPIs), making continuous improvements to performance and aligning them with organizational objectives.
• Interface with Technical Account Managers (TAMs), Field teams, and Customers on critical escalations (pro Escalations Management), for timely resolution and satisfaction.
• Ensure adherence to Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and Operational KPIs, while also participating in strategic initiatives and cross-functional collaboration to drive success.
• Recruited over 200+ Technical Engineers to establish round-the-clock Teams, particularly in the US and EMEA regions.New Product Introduction:

Palo Alto, CA, US

Palo Alto, CA, US

-Part of Global Support Services as level 3 Escalation Engineer-Handling Business and technical escalations from support teams across globes-Expertise on vSphere and complete suite of products-Performing Root Cause Analysis for critical and production down situations-Reporting bugs and working with engineering and development teams towards.

Houston, Texas, US

• Managed HP Alpha servers across various series and Linux operating systems for Enterprise clients in the EMEA region.
• Conducted simulations and generated reports for Engineering evaluation, ensuring effective resolution of customer issues.
• Handled technical escalations, identifying root causes, and collaborating with Engineering to provide timely solutions, including the release of Customer Specific Patches (CSPs).

• Network Administration, Planning & Installation, including DHCP, DNS, WINS, FTP, CUPS, and configuration/administration of Windows, Netware, and Linux-based file/print services.
• Administration of Linux Servers and Windows Client/Server environment, with responsibility for Disaster Recovery procedure planning, implementation, and documentation.
• Maintenance of records concerning client infrastructure, as well as providing training sessions for team members and clients on new products.

Master Of Business Administration - Mba, Business Administration And Management, General

Post Graduate Diploma (Pgdm), Strategic Management And Leadership