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 Collaboration: Collaborate closely with Product Engineering, Pre-sales, and Sales teams to enhance overall support and drive lead conversion.⦁ Customer Experience: Improve overall customer experience by analyzing feedback, escalation requests, identifying areas for improvement, and implementing strategies to ensure higher CSAT%.

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 across organization.Key Specializations:Recruitment and Onboarding of New Teams:•Recruited over 200+ Technical Engineers to establish round-the-clock Teams, particularly in the US and EMEA regions.New Product Introduction:•Proactively managing support requests during product adoption, covering setup, configuration, and troubleshooting (Stage Manager, vCloud Director, vShield).Engineering Collaboration: •Utilized Support Request data for trend analysis, helping the Engineering team prioritize enhancements for improved product versions (using Topics, Problem category, Keywords).Performance Management:•Engaging actively in yearly performance appraisal and bonus discussions, employing the Bell curve methodology to evaluate and reward team members' contributions.Industry Collaboration:•Featured as a Speaker at VMworld (2011, 2017, 2018, & 2019), vForum, vMUG, VMware vThrive, and Customer Support Days in various global cities.Community Engagement:•Spearheaded the creation of an in-house community outreach program, including initiatives like Ekalavya and Compass for Life, aligned with our EPIC2 Values.

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 resolution-Re-prod'g customer’s issues on lab servers to isolate the root cause or to provide resolution-Experience on building Virtual Infrastructure from scratch in both lab and production environment-Training New-hires on virtualization concepts, new products and on upgrades-Handle planning / transition for new-hires to live production support-Handling Technical Escalations from TAM’s, Field Teams and Internal peer groups-Co-ordinating with customer in case of Best Practice reviews-Understanding and implementing the Best Practices to fine tune for effective performance-Expertise in installation and upgradation process for ESX(i), vCenter and core products-Implementation of high disaster recovery and availablility solutions with best practices-Experience in handling issues on conversions for complete Datacenter Consolidations-Work as technical back-end for the pre-sales teams to provide solutions and run successful proof of concepts-Consolidation of physical environments into virtual by working in liaison with the field teams-Provide pre-sales and post-sales contractual support to VMware enterprise customers-Work independently and as a member of a team of consultants engagements with customers, often in a technical leadership role-Collaborating with VMware authorized partners to provide speedy resolutions to customers-Have visited client sites across the globe for consolidation planning and best practice implementation-Provided technical expert sessions in various countries to Enterprise customers, Field Teams and various support groups

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