Ragin Rajan Email & Phone Number

Bengaluru, Karnataka, India

Team Management: Technical Support Team - EV Charging Stations - North America & Europe Region.

Bengaluru, Karnataka, India

Application: Tableau BI & Analytics ToolAct as a trusted advisor to the customer on issues related to their Tableau products and infrastructure resulting in high customer satisfactionPredominantely worked with Tableau Desktop, Tableau Server and Tableau Cloud applicationsWorks with various datasources for data connectivity with Tableau applications. Like MS SQL, Snowflake, Salesforce, Local Datasources Excel etcCollaborate with different teams such as TAMs, Sales, Ops Admins, Dev etc. at Tableau to provide a flawless experience for our customersUnderstanding on preparing basic dashboardsPossess proactive approach to work without close supervisionReplicate issues (inhouse)and provide solutionsExpertise with Splunk for log analysis

Trivandrum, Kerala, India

Collaborate with network architects and other stakeholders to understand the organization's requirements for DNS, DHCP, and IP address management.Design and plan the Infoblox DDI solution to meet the organization's needs, taking into consideration scalability, redundancy, and security requirements.Deploy and configure Infoblox appliances and software to establish the DNS, DHCP, and IP address management infrastructure.Integrate Infoblox DDI with existing network and security infrastructure.Ensure proper communication between Infoblox appliances and other network components.Configure DNS zones, DHCP scopes, and IP address ranges based on organizational requirements.Optimize DNS and DHCP performance for efficiency and responsiveness.

Chennai, Tamil Nadu, India

Formerly known as CSS Corp and Slash SupportTeam Lead - Enterprise Technical Support [2017 - 2021]Lead and manage a team of technical support engineers responsible for enterprise switching issues.Conduct regular performance evaluations and provide feedback to team members.Handle escalations from lower-tier support and work towards timely resolution.Lead efforts to conduct root cause analysis (RCA's) for escalations and negative feedbacks received from the customers.Identify areas for process improvement within the technical support team and implement changes.During the tenure, also had an opportunity to manage a team of 25+ TAC engineers responsible for troubleshooting Data Center Switches and RoutersPerformed duty manager role and engaged on case routing & handling escalationsProvides timely feedback, follows proactive approaches to avoid conflicts among the team membersProven track records on maintaining the corresponding KPIs (CSAT, TTR & Case Closures)Team Lead - Consumer Technical Support [2015 - 2017]Lead and manage a team of technical support engineers responsible for SOHO networking issuesHandled dedicated team whose role is to handle the TCGs (Top Call Generators) on SOHO Routers & Wireless ExtendersPerformed lab replication and logging bugs for engaging engineering to identify the cause and solutionConsistently maintained KPIs (CSAT, NPS, FCR, Case Closures & AHT)Prepared & implemented Issue, Cause & Resolution codes for Switches, Routers & Access Points. And this has been widely practiced till dateEscalation Lead - Consumer Technical Support [2014 - 2015]Handled escalation callsPerformed lab replication of the reported issuesEngaged on creating various knowledge base articlesEngaged on handling product & process training for the new hires. Support Engineer - Consumer Technical Support [2010 - 2014]Provided technical support to SOHO networking gears and consistently maintained KPIs

Chennai, Tamil Nadu, India

Assembling, Operation & Maintenance of Engine Driven WeldersOperation & Maintenance of Vertical ExtrudersClosely worked with R&D team on engineering flux for welding electrodes

Bachelor Of Technology (B.Tech.), Information Technology, 70%

Diploma, Electrical And Electronics Engineering, 88℅

Higher Secondary School, Pcmb