Ramchandra Guda Email & Phone Number

Bengaluru, Karnataka, India

*Implemented KCS to improve self-service, reduce costs, and enhance knowledge sharing with a focus on automation and product enhancement.*Championed Kepner-Tregoe methodology, cutting down resolution times through targeted training.*Unified operational frameworks globally, aiding in strategic business reviews for leadership.*Managed critical escalations, ensuring operational smoothness and high customer satisfaction.*Monitored KPIs for operational excellence and supervised customer and team performance metrics.*Directed TSANET initiatives for effective cross-vendor collaboration on complex customer issues.*Investigated GenAI technology to transform support mechanisms and reduce touch points.*Advocated for IDPs to maximize employee potential and retention.*Drove a culture of innovation, directly elevating customer experience and service quality.

Bengaluru Area, India

*Led cross-functional teams to improve products and support, enhancing user experience and support efficiency. *Managed L1 vendor change and integrated KCS methodology, fostering a self-sufficient and learning-focused support culture.*Aided in updating NetApp certification programs to match current technical requirements.*Developed training programs to fill skill gaps and regularly mentored the team to boost their expertise*

Bengaluru, Karnataka, India

*Played a crucial role in founding a support center known for excellent service.*Conducted detailed analyses of critical issues to build effective solutions and prevent future problems.*Improved product quality and inter-departmental collaboration by identifying anomalies and sharing engineering insights.

Bengaluru Area, India

*Played a key role in launching the support division of a startup, from staffing and training to developing a foundational knowledge base for strong support infrastructure.*Collaborated on POCs and system designs, and worked with engineering to improve bug fixes and product advancements, boosting product maturity and reliability.

Bengaluru Area, India

*Provided expert support and troubleshooting for EMC SAN Storage solutions, while also serving as a pivotal Level 2 Support Engineer, mentoring new hires, and handling complex escalations.*Conducted comprehensive training for a new international teams, promoting collaboration, and was consistently acknowledged for delivering exceptional customer service

Hyderabad Area, India

Delivered expert consultancy for enterprise backup across various infrastructures, improved product reliability through technical investigations, and ensured system integrity with disaster recovery tests.

Chennai Area, India

Acted as a vital network support team member, providing multi-channel client assistance for enterprise networks and managing a broad range of technologies like wireless, security, NAT, and IPSec VPN setups.

Education record

Grad

Education record

Activities and Societies: schooling