Randeep Singh Khalsa Email & Phone Number

Austin, Tx, Us

Canada

Strategic-minded Senior Manager with a proven track record in leading Backline Support Engineering teams to success. Adept at developing and executing initiatives to optimize support operations and drive business objectives. Strong focus on fostering a culture of continuous improvement and delivering exceptional customer service.- Developed strategic initiatives to enhance Backline Support Engineering operations, aligning with organizational goals and objectives.- Led cross-functional teams in the implementation of process improvements to increase efficiency and effectiveness.- Implemented performance metrics tracking systems to monitor key performance indicators and drive strategic decision-making.- Collaborated with cross functional senior leadership to develop long-term support strategies and initiatives.- Championed innovation within the team, encouraging experimentation and adoption of new technologies and methodologies.- Provided strategic guidance and direction to team members, aligning their efforts with organizational priorities.

Canada

Experienced leader in building and managing high-performing technical support teams. Skilled in improving operational processes and driving customer satisfaction. Adept at establishing effective technical assistance centers and tracking key metrics for continuous improvement.- Built and developed top-tier technical support teams, enhancing customer service delivery.- Implemented streamlined operational processes, improving customer satisfaction and retention.- Established efficient technical assistance centers with defined KPIs for progress tracking.- Led comprehensive training programs for subject matter experts and team members.- Ensured compliance with SLAs and effectively resolved customer support issues.- Facilitated smooth handoffs between Customer Success and Support Engineering.- Tracked key metrics and gathered feedback to optimize support operations.- Drove continuous process improvements across support engineering functions.

Ottawa, Ontario, Canada

Cornerstone acquired Saba.1. Core member of the ACAT team(SRE Backline) in India and helped create a strong team with diversified strengths(skills). I’ve completed and managed multiple initiatives to automate Cloud tools, SEC stabilization checklist, Engineering procedures, RCA procedures on outages, etc. 2. I am leading technical escalations for the global support team with the current Senior Principal Support Expert role from the Canada office, also working with all internal departments like PM, PMO, Ops, Consulting, Support, and Customer Success teams; maintained a good relationship with results and work in a partnership approach.3. I’ve initiated and completed SOP for Help requests, Global readiness training for Support and Services, automation on triage management, etc.4. Development ( 3.5 years) + Operations (6.5 years) + Support(5 years) stack experience with a solid background in installation, migrations, and DB knowledge of all Saba products on-premise and visited onsite for implementation in China, India, and the UK for SEC, Saba meeting and integrations with complex architectures and handled difficult situations with our partners. 5. I am an Integration expert for all marketplace connectors for the SC product line, including CCA with the CSOD platform and Pulse for TS.6. I work with SCRUM leads on initiatives to improve the product and documentation that helps case deflection and simply product gaps.8.Deep level technical troubleshooting and helping Support , Consulting , Product Management and Operation teams worldwide and managing technical and complex escalations, supporting and implementing all Saba products across all the regions.

Ottawa, Canada Area

Deep level technical troubleshooting and helping Support , Consulting , Product and Operation teams around the globle. Managing technical and complex escalations, Support and implementation of all Saba products across all the regions.

Bracknell, England, United Kingdom

Deep level technical troubleshooting and helping Support , Consulting and Operation teams. Handling escalations and implementation of different Saba products across EMEA/INDIA/APAC

Bracknell, England, United Kingdom

Application Software Consultant (Backline L3) for EMEA support

Pune Area, India

Technical lead and Backline Engineer ( L3 level) for Cloud Operation and support group

Pune Area, India

SSE for Saba ACAT(Backline Level 3) team

Mumbai

Developer, System Administrator, and Module Lead in a Learning Management System application. Particularly interested in client/server and relational database design using Oracle Server and WDK framework with functional knowledge exposure. Always interested in migration projects with the number of technologies and resolving the issues instantaneously to facilitate Users with extreme delight.