Sathyakumar Rajamohan Email & Phone Number

Chennai Area, India

Chennai Area, India

Escalation Support, Service Delivery and OperationsNetwork Visibility, Analytics & Security

Chennai Area, India

-Built and Lead a Team of 30+ Technical Support Professionals, Manager & Leads-Technology landscape - Networking (Campus & Datacenter), VDI (CCC), IoT -Lead Escalation and Frontline Support operations managing TAC KPIs and Quality management-Lead Escalation reduction and Escalation quality improvement processes-Successful execution of Critical Business Strategies & Business Transitions-Successfully lead Continuous Quality Improvement Initiatives improving cost efficiency & CE-Collaborated with NPI & NSI teams to deliver critical EKT/TOI sessions to Support Teams-Collaborated with GLND Teams to continually deliver Feature/Product/Vitality trainings to Support teams-Sales and Account team collaboration for timely issue resolution for customers-Collaborate with Resolution Management team on critical escalations-Work closely with Global Support teams for FTS support delivery to customers-Ran Product and Process quality improvement initiatives

Chennai Area, India

-Managed a team of 30+ Frontline and Backline Technical Support Teams, Manager & Leads-Technology landscape - Networking & Wireless-Collaborate with ENG/SUS teams for Defect fixes and Escalation quality management-Responsible for Customer Satisfaction and Support performance measures-Escalation Management with Support and Duty Managers-Training Delivery to support teams on NPI and Vitality needs-Client management and Business Reviews-Team development and Mentorship

Chennai Area, India

-Lead a team of 10 Technical Support professionals & Escalation Leads-Technology Landscape: Networking & Wireless-POC for Critical Customer accounts and Escalations-Lead KB/TechTip Initiative for continual KB contributions-Lead Team Backlog Reviews for faster resolution and timely escalation and involvement of resources-Lead Support and SUS Engineering Hot case weekly reviews to prioritize critical PRs-Collaborated with Sales, Account and Field Engineers for timely issue resolution-Help Frontline Support Engineers with Issue replications-Deliver Technical/Product Trainings and Mentorship

Chennai Area, India

-Technology space: Networking & Wireless-Handle the cases opened on different issues involving Networking hardware in live enterprise networks-Troubleshoot/Diagnose all Level 1/2/3 issues from the customers and driving satisfactory resolution of the issues-Troubleshoot Product, Codes and Configuration issues-Provide assistance to Field engineers and Sales on feature testing and POC in networks in pre-implementation stage-Reporting bugs and co-coordinating with R&D/SUS teams-Performing Sanity test & replication of customer reported issues in lab-Troubleshooting & providing solutions within the given SLA-Ensure On-Time escalation to L3 and Engineering(R&D) teams-Document all communication with customers in the CRM-Notify/Discuss with L2 /TL/Manager on Tickets that require assistance-Timely handoff (escalation) of cases that require technical or political to L3 TAC-Plan and constantly work on upgrading tech and product expertise-Contributing to the knowledge base website through technical documentation

Master'S Degree, It In Network Systems, Distinction

Activities and Societies: SISA1. Recipient of congratulate letter for the excellence from the Dean of FICT for the achieving the top mark.

Master Of Business Administration (M.B.A.), Technology Management

Currently Pursuing

Bachelor Of Technology (Btech), Information Technology, Distinction