Rakesh Verma work email
- Valid
- Valid
- Valid
- Valid
- Valid
Rakesh Verma personal email
- Accomplished technology leader with a proven track record of driving large-scale modernization and innovation initiatives. Demonstrated expertise in program/project/product management, digital transformation, IT strategy, architecture, Data Security and Privacy, and software development.- Change Agent: Creating North Star (Strategic) vision through understanding the Customer Journey, Standardization, consolidation, and futuristic approach, leveraging the latest tools and technologies such as cloud-native, microservices, and API-based architecture.- Collaborative Leader with a history of implementing capabilities across all functions of IT organization, consistently delivering business value to generate bottom-line results.- Seasoned Business Technology leader with Extensive Experience in Customer Support Systems Transformation leveraging strong domain and technical understanding.- Spearheaded the multiple transformations of CRM from in-house (HP NonStop) to Siebel to Salesforce, delivering next-generation support tools and a unified customer experience.- Spearheaded Customer Support Systems modernization by harnessing Generative and Conversational AI, Omnichannel strategies, and skills-based routing to deliver an unparalleled customer & agent experience and satisfaction with features like chatbots, auto-reply, sentiment analysis, intelligent ticket routing, Next Best Actions for Zendesk.- Implemented a "single pane of glass" customer 360 views to improve Agents' performance.- Implemented cutting-edge Computer Telephony Integration (CTI), Remote takeover, and real-time data recovery for Salesforce CRM.- Spearheaded the SOA product onboarding at Dell.- Achieved record-high customer satisfaction (CSAT) improvement of 32% and agent productivity (TTR) for B2B and B2C support by 20%.- GDPR adoption and ISO 27001 certification as the Information Security Officer at Dell Technologies.- Non-production IT infrastructure (Dell Labs) sizing and maintenance.- Spearheaded Dell Services Customer Support, Assets & Entitlements MDM integration. Managing global teams across multiple geographies, such as India, Brazil, the US, Malaysia, China, and Japan. As an experienced leader, managing multiple product lines and products E2E.- Managing 1Billion+ Assets & Entitlements- High Availability, Secured & Resiliency ecosystem through state-of-the-art engineering - Highly automated & matures Dev Ops [CI/CD], Daily / Weekly releases- Leveraging data science & proactive/predictive analytics to improve frictionless processes, productivity & business outcomes
-
Gtm Systems LeaderBuildxactAustin, Tx, Us
-
Director, Head Of Customer Support SystemsSamsara Apr 2022 - Aug 2024San Francisco, California, Us- I Spearheaded Samsara Customer Support Systems modernization by harnessing Generative and Conversational AI combined with Omnichannel strategies using Skills-based routing methods, delivering an unparalleled customer experience and satisfaction. With a solid technical background and a passion for customer success, my leadership [leading a global team] has been pivotal in advancing our support systems to promote self-service, improve Customer Satisfaction [CSAT] and reduce response times [SLA], improve Customer Effort Score [CES], while ensuring robust data privacy and security measures.- Managed the budget, hiring of the resources, vendor relationship, contract negotiations, license planning, roadmap project planning, Business Requirement, and backlog management using Jira, Sprint planning, Run the Business approach, Business Continuity Planning, Operational Excellence following SDLC methodologies- Zendesk (Software as a Service) Systems features were built for Business Cases of 850 L1, L2, and L3 Support Agents, Customer Chat, Help Center, Phone, Email, WhatsApp, Knowledge search, Learning and Development, Enablement, WFM, Agent QA, CSAT, Product Platform Integration following Contact Center Technology.- BPO onboarding by deciding on services, location, devices, security, enablement, and day-to-day support.- End-to-End Generative and Conversational AI were enabled for both Agents and Customer interfaces providing Conversational BOTs [NLP & LLM], Voice AI (Transcription & Summarization), Auto Reply with Knowledge Articles [Symantec search using LLM], Intent, Sentiments, Language, Ticket Summarization, Suggested Resolution, Similar Tickets, Suggested Macros, AI-based ticket routing, First Reply Suggestions, Tonality improvement, Language Translation [using AWS Language Translation], Guided Flow.- Software rationalization to reduce the amount of software used for learning management, localization, and customer surveys. -
Information Security Leader - Customer Support Systems - Dell DigitalDell Technologies Jan 2016 - Apr 2022Round Rock, Texas, Us- In a director level role, built and led a Security Program from scratch, in partnership with Security, Privacy, Compliance, and Business process owners to implement Data and Asset classification-based privacy, security, and resiliency policies and standards preventing data exfiltration and protecting from insider and outsider threats- Leader in implementing GDPR Data Subject Rights, Notice & Consent, Right to Forget, Data Minimization, Data Lineage (using Collibra) creation, etc., to meet a fast-paced GDPR adoption program.- Worked as an Internal IT Security Auditor- Major contribution to ISO27001 certification for Dell with recognition as “Best in Class” data privacy practices- Executed NIST based Risk assessment/Gap analysis and control implementation- Executed adoption of Scanned Vulnerability Management, including Application Infrastructure Vulnerability (Rapid7 Nexpose, Kenna), Application Penetration Test (HCL/ASE), Fortify, Checkmarx, JIRA- Implementation of DevSecOps practices using SAST and DAST- High Availability, High Volume, Secured & Resilient ecosystem through state-of-the-art engineering - Secure data backup and to-the-point and immediate data recovery for Salesforce Service Cloud using GRAX, Elastic Storage, and Elastic Search, as well as for Oracle EBS- Executed implementation of Multi-Factor Authentication using RSA SecurID, Password management and automation using CyberArk/HashiCorp, TLS1.2 adoption for API, Security for Mobile Device Management, Databases, Communication channels like MQ, RabbitMQ, Informatica, Boomi -
Crm Transformation Leader - [Various Leadership Roles]Dell Technologies Apr 2012 - Apr 2022Round Rock, Texas, UsAs an experienced leader, I spearheaded one of the world’s most complex Dell Services Customer Support modernization and Assets & Entitlements MDM integration while managing a $10M portfolio for 200 homegrown/vendor software and global teams in multiple geographies, including India, Brazil, the US, Malaysia, China, and Japan.I led the Transformation towards Global CRM from in-house HP NonStop Tandem to Siebel CRM and then to the Salesforce ServiceCloud platform, delivering next-generation support tools, a multi-channel, single-pane-of-glass view, and an integrated Knowledge Base. This created best-in-class experiences for 40,000 agents (Support & Field Services across 180 countries) and customers.Integration of Support Systems with Asset Management System [managing 1Billion+ Assets & Entitlements and creating Serviceable assets to the parts level], Customer MDM, Quote and Order Management System, Fulfillment systems, Credit and Returns systems to build a Customer360 view. This included mergers and Acquisitions with EMC and VMWare. Managed the onboarding of various vendor products on Salesforce, such as ScreenMeet for remote connection, F-Secure for endpoint security, GRAX for data backup/restore, and InGenius for CTI.Managing the project lifecycle (SDLC) from Business Requirement Analysis, Cross-Functional Coordination, Capacity Planning, Backlog management using Azure DevOps (TFS), User Stories, Sprint Planning, Milestone Tracking, Issues/Risk Management, SCRUM, Daily Standups, Technical Design Specifications, Testing Strategies, Customer Communication, Decision making, UAT and Production Deployments signoff to Post-production Hyper Care.Highly automated and mature Dev Ops [CI/CD], Daily / Weekly releases, 100% uptime to improve Operational Excellence.Fast-paced implementation: Delivered 75% of the critical functionality onto the Salesforce platform in 9 months. 76% improved page performance, 94% fewer interface and data errors.
-
Project Lead [Development And Integration] Crm TransformationDell Technologies Jul 2009 - Apr 2012Round Rock, Texas, Us- Migrated Japan and Latin Case and Work Order functionalities from Legacy HP NonStop systems to modern Siebel, SOA, BPEL, and Java-based applications. This includes redesigning B2B messages, developing a parallel strategy to run legacy and future state applications, and managing the development and testing with various vendors. This project had complete A2A and B2B features.- Migrated integration from Dell Japan legacy services application with legacy sales application to modern application technologies. This included migration of cases, work orders, complex out-of-warranty dispatches, exchanges, credit processes, and customer and order data management owned by sales applications.- Migrated Japan asset and entitlement creation functionality from legacy HP NonStop systems to modern Java-based applications.
-
Project Manager/Soa Systems EngineerDell Technologies Mar 2008 - Jul 2009Round Rock, Texas, Us- Evaluated and certified SOA software for Dell’s requirements and standards.- Architected the solution to migrate Application integration from legacy systems using modern SOA infrastructure.- Architected the monitoring for the entire SOA platform. - Participated in Oracle CAB [Customer Advisory Board] for Enterprise Manager to help with SOA requirements.- Architected the SOA platform for APJ regions by deciding and acquiring the hardware, software, installation, monitoring, and training for the support team with proper handover documentation.- Managed a team of around eight people in India and the USA as a Project Manager.
-
Dell Customer Support Systems Developer And Systems/Security EngineerDell Technologies Dec 2001 - Mar 2008Round Rock, Texas, UsDeveloped and Managed Dell's in-house Customer Support Systems Called DPS on HP NonStop Tandem systems.Developed automated software deployment tool resulting in downtime reduction from 18 hours to 30 minutes and year-by-year savings of over $4M (estimated in Year 2004 as part of BPI project).Developed Security Access Data collection from HP NonStop Tandem Safeguard logs for Access Control and Threat Monitoring System.Implemented and managed XYPRO Security tools.Evaluated various software (for example, NuWave for SOA enablement), patches, and certifying for Dell requirements and standards.Performed hardware and operating system maintenance of the HP NonStop Tandem platform.Perform Disaster Recovery tests (tabletop, simulated, and actual data center cutover).Capacity planning for HP NonStop Tandem platform.Performance tuning of HP NonStop Tandem platforms.System and Application-level troubleshooting on the HP NonStop Tandem platform.
-
Systems Engineer (Security Software)Compaq Computer Corporation Jan 2001 - Dec 2001Harris County, Texas, UsAs a systems developer, I enhanced and supported HP NonStop Tandem security software called SafeGuard.Enhanced and supported HP NonStop Tandem Standard Security as a Systems developer.Analysis and design of security for NonStop UNIX layer called OSS. -
Senior ProgrammerWestpac Banking Group Nz Oct 1998 - Jan 2001New Zealand, NzThis position was for software development and maintenance of Base24-ATM and POS, internet banking, etc, for the largest bank in New Zealand. -
Software Development ConsultantFirst Data Cashcard Acquisition Partnership Sep 1997 - Oct 1998Cashcard was the second largest banking transaction switching company. This position was for working on Connex Advantage, which runs on the NonStop Tandem platform, to migrate legacy systems. -
Software Development ConsultantBhp Mar 1996 - Sep 1997Melbourne, Victoria, AuThis position was to develop software for the largest steel industry in Australia using NonStop Tandem systems as platform. -
Systems AnalystThe Wine Society Nov 1995 - Mar 1996System Analysis of the entire process and recommendation to improve the process. It was a Business Process Improvement project.
-
Software Development ConsultantTelstra Australia Jul 1995 - Nov 1995Sydney, Nsw, AuDevelopment of Billing System for Telstra using Pro*C, Oracle, Tuxedo -
Software Development ConsultantBakst (Asia-Pacific) Pty Ltd Feb 1995 - Jul 1995Sydney, Nsw, AuProject for Tata Yodogawa using PowerBuilder toolProject for Data Consultant Hong Kong using PowerBuilder tool -
Senior ProgrammerIndian Institute Of Public Administration Sep 1993 - Feb 1995New Delhi, InProperty Management Software for NOIDA, India using Oracle Database and Tools (SQL*Forms, Pro*C etc)Container Maintenace Software for Container Freight Station, Delhi, India -
ProgrammerVenus Sugar Limited May 1992 - Sep 1993Automation of Sugar Cane Procurement and management, Accounting, Inventory Control using Ingres Database and tools
Rakesh Verma Skills
Rakesh Verma Education Details
-
Bangalore UniversityComputer Science And Technology -
Lalit Narayan Mithila University, DarbhangaChemistry
-
Btps High SchoolPhysical Sciences
Frequently Asked Questions about Rakesh Verma
What company does Rakesh Verma work for?
Rakesh Verma works for Buildxact
What is Rakesh Verma's role at the current company?
Rakesh Verma's current role is GTM Systems Leader.
What is Rakesh Verma's email address?
Rakesh Verma's email address is ra****@****ell.com
What schools did Rakesh Verma attend?
Rakesh Verma attended Bangalore University, Lalit Narayan Mithila University, Darbhanga, Btps High School.
What skills is Rakesh Verma known for?
Rakesh Verma has skills like Software Development, Oracle, Cobol, Sdlc, Software Project Management, Requirements Analysis, Weblogic, Solution Architecture, Sqlce, Product Management, Software Development Life Cycle, C.
Who are Rakesh Verma's colleagues?
Rakesh Verma's colleagues are Dustin Elliott, Lauren Tuthill, Insiya Ziya, Mark Hall, Matthew O'carroll, Ryan Noonan, Simon King.
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial