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 the organizational goals and customer needs. • 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 • 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 the organizational goals and customer needs. • 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 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 • Built Relationships with Development, Services, IT, & Finance to collaborate & execute a flawless Support delivery system. (E.g.: Biweekly meetup to understand the opportunities for optimization) • Created systems, tools & processes that provided a feedback loop (Root Cause Analysis) to all functions impacting the customer experience. • Collaborated with product development teams to communicate customer feedback & prioritize feature enhancements & bug fixes. Show less

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 •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 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) •Drove operational efficiency through implementation of industry best practices including the key metrics & measurements of a best-in-class support organization. (E.g.: Focus on FCR, CSAT, TTR) •Implemented processes & procedures for efficient, scalable & satisfactory client service operations that adhere to client SLAs & internal OLA (E.g.: Focus on SLA, SOP, KMS) •Collaborated with cross-functional teams to identify & address product & service issues, resulting in a 4% reduction in recurring technical problems quarter on quarter. •Conducting regular training sessions & workshops to enhance the technical & soft skills of support engineers. Accomplishment •Executed Manager Incubation program for new managers. •Spearheaded the initiative on improving First Day Resolution rates across India & US support centre, resulting in a 7% increase in customer satisfaction & a 7% reduction in support ticket backlog. •Worked with the training team to curate technical training every quarter on Windows, Virtualization & Citrix components for Bangalore employees. Show less

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 • 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 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• Define, implement and enforce processes and procedures for the efficient, scalable and satisfactory client service operations that adhere to client SLAs and internal OLA (ITSM)• Direct the definition and execution for all technical support functions across product lines and technologies• Drive operational efficiency through implementation of industry best practices including the key metrics and measurements of a best in class support organization• Ensure effective communication and coordination with all clients in order to keep them informed on relevant product or services matters including but not limited to changes or issues taking place with any products or services• Identify risks to the business / support operations delivery and adopt risk mitigation strategy / plans to address the risks • Create systems, tools and processes that provide a feedback loop (Root Cause Analysis) to all functions impacting the customer experience Show less

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 • 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 L3 Teams• Tracked KPIs and created continuous improvement plans.• Consistently met deadlines and requirements for all production work orders, like live system monitoring • Leading and prioritizing Support team's work load and assigning resources to provide 24x7 coverage• Employee coaching• Developing processes to position team on achieving its goals and objectives• Organized Career Festival for Support Team of 200 people along with R&D• Regular assessment of documentation and Knowledge base requirements Show less

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 Management: Handled 4 critical projects which are as follows SOC Audit: Laid down Process, Procedures and Guidelines to successfully drive 3 annual IT SOC audits conducted by external IT auditors with 100% compliance Disaster Recovery:… Show more Rupesh John Email: rupeshjohn@yahoo.com EXPERIENCE & PROFESSIONAL DEVELOPMENT Organization: Allscripts India Designation: Manager IS/Operations (SaaS) Duration: July 2014 onwardsSELECTED CAREER HIGHLIGHTS Project Management: Handled 4 critical projects which are as follows SOC Audit: Laid down Process, Procedures and Guidelines to successfully drive 3 annual IT SOC audits conducted by external IT auditors with 100% compliance Disaster Recovery: Took on the challenge of coordinating Bi-Annual Mock Disaster Recovery of 5 clients in Scope during the annual Disaster Recovery Program Cost Effective Space Utilization: Successfully spearheaded a Project of recovering space of 200 Terabytes by purging Databases of clients that were no longer with Allscripts. This resulted in savings of upto 25000 $ on additional storage Knowledge Transfer: Drove Knowledge base integration into Salesforce to make sure external clients have the visibility of the same thereby reducing the inflow of cases and keeping clients updated about possible defects, known issues and providing possible solutions around the sameOperational Effectiveness: Dramatically improving operational effectiveness of the team by assessing and realigning employee skills with the best performers, decision makers and problem solvers. Cross training employees, in-depth (in house) product training with appropriate tasks and functionsRecruitment: Recruited, trained, and developed quality candidates for IT and BI operations. Established 3 Database, 1 system engineer and 5 BI positions• 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 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 Products. Successfully managed to generate revenue of 20000 $ on an average for reports written in BI applications on a monthly basis• 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• Formulating different strategies and plans for continuous improvement and refine support, for eg: by providing First Day Resolution, Second and Third Day resolution as per the severity of the cases• Working on appraisal cycle and compensation plans for the direct reports• Working on Monthly and Quarterly rewards program in order to recognize high performancePERFORMANCE• Working on employee development through regular 1 on 1's and career discussion• Creating process document defining SLA for various types of requests and incidents• Maintain SLA doc for all the activities performed by the team, collect performance data, analyze and publish• Working on employee development through regular 1 on 1's and career discussionRECRUITMENT• Refer, Screen, Hire applicants and recommend them to hiring personnel in the organization• Working on the Compensation plan along with the recruitment team to decide the optimal pay package in accordance to the Company Policy and current Market Trend Show less

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• 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 and Customer Satisfaction.• People Development through regular 1- O- 1 and career discussions.• Planning and implementing growth oriented programs and curbing attrition.• Calculate incentives for TSEs in tune with organizational objectives.PERFORMANCE• Prepare weekly team review, discuss it with my AM & then assign weekly targets to the team.• Developed and delivered progress reports.• Developed best practices and tools for project executionKNOWLEDGEBASE• Facilitating training from external trainers to increase Team’s technical expertise• Taking online training for new products with corporate trainers and dissipating the same information to team members. Show less

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 • Helping team to reduce backlog and increase First Day Resolution to achieve CSAT score

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• 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 other storage networks setup.• Good working knowledge of Backup Exec working with:. Windows Operating System (XP, 2000, 2003 and 2008).. Microsoft Exchange Servers 2000, 2003, 2007. Microsoft SQL Server 2000, 2005. SAN, Clusters.. Backup and Disaster recovery of Windows 2000 & 2003 /Exchange 2000 &2003/SQL 2000 & 2005 servers and clusters. Configuring Backup Exec with SAN/NAS. Configuring and troubleshooting Robotic Libraries and Tape drives for backups connected using SCSI/Fiber optic.. Robotic Libraries of Overland, Exabyte, HP, Dell and Sony. Show less

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: • 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 Team Mentor.• Providing floor support for new support professionals• Monitoring call quality and providing appropriate feedback and coaching to junior agents. Show less

B.Com, Accounting

Education record