Rupesh John Email & Phone Number

Bengaluru, KA, IN

Bangalore

• Heading the entire Americas region of Citrix Customer base with a high-performing technical support team consisting of 7 managers and 90 engineers from Bangalore, Hyderabad and Costa Rica with the sole aim of meeting.
• Providing direction on achieving the desired operational results, such as improving CSAT, Productivity, Knowledge Base adoption and thereby meeting the organizational KPI’s
• Developed and mentored Managers and new Tech… Show more
• Developed and mentored Managers and new Tech Leads by way of incubation programs and thereby promoting professional growth and succession planning within the team.
• Implemented support processes that helps to curb Ageing Backlog, Reduces ticket resolution time and Increase First Call Resolution
• Collaborated with cross-functional teams (Product, Engineering) to streamline workflows, in order to make Frontline Teams more efficient and productive

Bengaluru, Karnataka, India

• Leading a team of support engineers including Tech Lead, providing guidance, mentorship, & performance feedback to drive continuous improvement & professional growth
• Experienced & committed to maintaining up to date technical skills & up-to-date industry knowledge by leading the training requirement
• Planned & executed short & long-term strategies designed to effectively scale the Client Support function. (E.g.: Invest in training, retention of best talent, Self Service, Technology… Show more
• Planned & executed short & long-term strategies designed to effectively scale the Client Support function. (E.g.: Invest in training, retention of best talent, Self Service, Technology Upgrades)
• Delivered on metrics that demonstrate high levels of client satisfaction by way of consistent monitoring of team performance & taking remedial actions wherever necessary
• Directed the definition & execution for all technical support functions across product lines. (E.g.: establish a vision, collaboration, SOP’s, training, certifications)

Vadodara, Gujarat, India

• Managing a team of Engineers working on PEGA application, Threat, Vulnerability and Certificate Management and DevOps platform
• Drive actions to deliver on financial commitments for the Support BU
• Build Relationships with Development, Services, Hosting, and IT to collaborate and execute a flawless Support delivery system
• Plan, develop, and execute short and long-term strategies designed to effectively scale the Client Support function to meet the changing business needs of the… Show more
• Plan, develop, and execute short and long-term strategies designed to effectively scale the Client Support function to meet the changing business needs of the BU
• Deliver metrics that demonstrate high levels of client satisfaction while monitoring service operations performance against goals and milestones to balance outcomes with client expectations

Hyderabad, Telangana, India

• Managing a team of 19 engineers who provide 24x7 support for Hardware, Hadoop, Database, Client Software and OS applications
• Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
• Re-designed technical processes for the smooth functioning of the team
• Developed and implemented training initiatives for new hires and experienced engineers within the team, by way of engaging sessions from other L2 and… Show more
• Developed and implemented training initiatives for new hires and experienced engineers within the team, by way of engaging sessions from other L2 and L3 Teams
• Tracked KPIs and created continuous improvement plans.

Vadodara Area, India

• Rupesh John Email: rupeshjohn@yahoo.com EXPERIENCE & PROFESSIONAL DEVELOPMENT Organization: Allscripts India Designation: Manager IS/Operations (SaaS) Duration: July 2014 onwardsSELECTED CAREER HIGHLIGHTS Project.
• Managing Team of 15+ DBA's from Vadodara and Pune center 24x7.
• Ensuring service delivery takes place based on the Service level agreements for Allscripts Products
• Closely working with BA's and Development team to identify defects and provide possible fix.
• Confirmations, performance appraisals, performance management.
• Remained in Top Third Category for 4 years in a Row as per Manager Pulse Survey Show less

Pune Area, India

• Organization: Allscripts India Designation: Manager (Technical Support) Duration: July 2011 to July 2014OPERATIONS
• Handling a team of 24 members, providing 24*7 support for Allscripts Products.
• Handling a team which was responsible for delivering reports written in Crystal and Cognos to clients on a timely basis within the given SLA and thereby increasing the revenue
• Handling team working on Analytics, Cognos and Crystal reporting and various other Allscripts… Show more Organization: Allscripts India Designation: Manager (Technical Support) Duration: July 2011 to July 2014OPERATIONS
• Handling team working on Analytics, Cognos and Crystal reporting and various other Allscripts Products. Successfully managed to generate revenue of 20000 $ on an average for reports written in BI applications on a.
• Responsible for managing operational issues, implementing new initiatives within the team to make it more productive as well as managing the performance of all the direct reports

Pune Area, India

• OPERATIONS
• Handled a team of 15 members, providing 24*7 support for Symantec worldwide.
• Responsible for delivering agreed Service Level Agreements on weekly and monthly basis on all KPIs.
• Designing various employee-centric initiatives to facilitate growth and retention of employee’s.
• To be abreast with all IT developments that may affect the team including training requirements in team.
• Ensure high morale of the team members is maintained for better results on Employee… Show more OPERATIONS

Pune Area, India

• EXPERIENCE AS A TECHNICAL LEAD WITH SYMANTEC
• Conducting Technical Training for Team Members on Symantec Products
• Technical Mentor for critical cases and production down scenarios
• Creating In Team customized training materials for helping team on technical issues
• Handling Escalation calls
• Creating demo client side environment to replicate issues

Pune Area, India

• EXPERIENCE AS A TECHNICAL ENGINEER WITH SYMANTEC
• 24/7 support for VERITAS Backup Exec, Replication Exec, Continuous Protection Server Clients throughout the World.
• Working on VERITAS Backup Exec for Windows Servers 9.0, 9.1, 10.0 and 10.1, 11d, 12.0, 12.5
• Handling Advanced products like. Replication Exec and Continuous Protection Server (CPS).
• Helping the client to install, configure and troubleshoot backup job definitions and strategies in general, clusters, SAN and… Show more EXPERIENCE AS A TECHNICAL ENGINEER WITH SYMANTEC
• Helping the client to install, configure and troubleshoot backup job definitions and strategies in general, clusters, SAN and other storage networks setup.

Gurgaon, India

• EXPERIENCE AS A TECHNICAL ENGINEER WITH CONVERGYSOutsourced Processes:
• Microsoft Windows Technical Support (Troubleshooting windows 98, 98se, ME and 2000)
• Microsoft Broadband Networking and Hardware Technical SupportJob Profile:
• Telephonic troubleshooting of Operating System and Networking issues relating to Microsoft Windows98/Me/XP
• Hardware and Network support for 802.11b and 802.11g family of Microsoft wireless router.
• Internally promoted as… Show more EXPERIENCE AS A TECHNICAL ENGINEER WITH CONVERGYSOutsourced Processes:

B.Com, Accounting

Education record